Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid all my fees for a year. My dog got sick and when it became an emergency, I followed ALL the PAWP rules to the letter. The vets recommended a series of treatments starting with a blood transfusion which I did. She was happily eating from my hand, but I was only allowed to see her a few minutes every few hours. We monitored her and discussed additional treatments such as an Albumin transfusion. At one point her blood pressure was getting better and the doctors said they were stabilizing her to see how she did, but then she took a turn for the worse and I realized an albumin transfusion was not going to help. When they finally let me see her that day I knew I had to say goodbye and authorized the euthanasia. I signed for it. Until that point I was following the treatment plan to stabilize her and see if she maintained. So I make my timely ER claim and PAWP is taking too long so I wrote in and then they cut my $3000 reimbursement to OVER HALF claiming I went against medical advice ! That is COMPLETELY FALSE ! It is so painfully insulting too. I just am floored that the company would Lie like that. And they did not even reach out to get clarity on anything. Obviously if the doctors said my dog was beyond treatment - then WHY would the doctors recommend both a blood transfusion and albumin transfusion and provide medication and fluid therapy ??? I am beyond devastated at the loss of such a young dog and this painful lie from PAWP saying I went against medical advice is Absurd and fraudulent. The doctors are not going perform treatments and transfusions if they dont think there is a chance to save the pet. I cannot Force doctors to do that. That $3000 is needed immediately every ***** of it and I am legitimately entitled to it. If it takes going to the ************** and *** I will do it. The sheer volume of complaints on BBB site alone for this company is sufficient for a class action lawsuit.

  Business Response

  Date: 05/19/2025

  To whom it may concern,

  Thank you for taking the time to reach out. We're sorry to hear you've received an unsatisfactory resolution to your submitted Emergency Protection Application. You would need to contact the Claims Administrator for Pawp Emergency Protection directly at ****************************************** for further assistance, using your Claim ID a s a reference number. The Pawp Support Team cannot modify your claim in any way whatsoever. We apologize for any confusion here. If you have further questions or concerns separate of your submitted claim, you can contact us at ************************************************************.  

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have PAWP through my ******** membership for free. I elected to add the emergency coverage. I submitted a claim as per all the steps along with supporting documentation. My claim was approved the first week of April. I have not received payment of the claim and keep getting the runaround from support. There is no phone contact available and nothing is being done. The claim proceeds were supposed to be electronically deposited into the bank account I provided. They were not. I finally got an email saying a check was mailed on April *******. I would never expect a three thousand dollar check to be mailed with no tracking number! I have not received it and am thinking I have been scammed. Please fix this mistake and make good on my approved claim!!

  Business Response

  Date: 05/06/2025

  Dear *******, 

  Thank you for taking the time to reach out. We apologize for the inconvenience here! Our records indicate that the payment in question was mailed to your address on file. If that's not the case, please let us know and we'll contact our claims administrator promptly. Please reach out to us at anytime via ********************************** for further assistance. 

  Sincerely, 

  Your Pawp team 

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was sent a check no bank around me would touch because they said it had several red flags for fraudulent activity. I asked for my payment to be direct deposited into my bank account but that was NOT done  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 05/19/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. If you're experiencing an issue with payment, you would need to contact our claims administrator directly at ****************************************** with your claim number as the reference. They would be the only entity that could assist you with a check issue or reissue a payment, if necessary. The Pawp Support Team cannot handle this process for you. If you have further questions or concerns related to your account, don't hesitate to reach out to ************************************************************. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I sent numerous emails to the address advised They either go unanswered or sit for weeks before a response is given. I have even tried calling via phone and am put off or told that because it is a PAWP claim they cannot help me. ************ is the payor for PAWP emergency claims. Once a claim is filed, PAWP directs everything to Golden State Adjusters. This has been a horrible experience for me and I will not renew my coverage because of it! 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam. I do not have a pet, nor did I sign up for the service. I attempted to phone and the number rings and hang-up. Sent an email and was told I signed up through ******** and that an email was sent. Previous to me reaching out, I did not received any email from this company.

  Business Response

  Date: 05/06/2025

  Dear *******, 

  Thank you for taking the time to reach out. We apologize for the confusion. The account in question appears to be a legitimate account, and the refund window for the charge in question has since passed. We would recommend reaching out to your financial institution for further assistance. In the meantime, you can access your membership benefits 24/7 via the Pawp app!  

  Sincerely,

  Your Pawp team 

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over two weeks ago, my service dog experienced a severe medical emergency necessitating a several day hospitalization. Under Pawps terms, I filed a request for reimbursement of the initial emergency visit ($1954.38), which after many emails to Pawp senior management was approved by their Claims Administrator, Golden State. Payment was accepted by me on Wednesday, April 9, 2025, to be paid via electronic bank payment and I was advised I would receive said payment in 3-5 business days. As of todays date, all emails to senior management have gone ignored and I am being advised that I may receive a check via ***** even though this was supposed to be paid via bank transfer as I provided all my banking information. Pawp utilizes unethical business practices, outright ignoring their paying consumer until one escalates matters to senior management, government agencies for consumer protection and other avenues with grossly subpar service. At this stage I demand my payment via electronic payment as promised on 4/9/25, prior to further consumer actions and engagements. This service to date has been deplorable at best, and I request immediate payment of my claim as advised today April 17, 2025.

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wish I had looked into reviews for Pawp before I started paying for their emergency service. Their customer service is C*** You can't get a hold of a live person, and the "chat" is ridiculously slow to respond, if they ever do. They refused my claim for "missing documentation" but they didn't tell me WHAT was missing. So I'm in the chat right now, and ****** told me they'll submit my case to another department, which will get back to me in 4 business days--by then, my claim will have been rejected! I want my money refunded IMMEDIATELY.

  Business Response

  Date: 04/15/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. All messages were responded to in a timely manner, and we consider this matter closed. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed $99 for a renewal that I will not be able to use since the animal under my care was no longer under my care since BEFORE the free trial was finished. It is not lawful to bill me for a service that I wont be able to use since the animal is not mine. Also, I was told that I had 72 hours to email for a refund, however it those 72 hours were during a holiday so I DID email within the correct timeframe.I want a refund for this service I CANT use. The animal is no longer with me.

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to us regarding your recent transaction.
  
  We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.
  
  Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.
  
  As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ************************************************************.
  
  In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

  Customer Answer

  Date: 04/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The cat that your insurance covers is NOT under my ownership and has not been since BEFORE the membership renewed.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 05/26/2025

  Thank you for reaching out to us regarding your recent transaction.
  
  We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.
  
  Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.
  
  As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ************************************************************.
  
  In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apparently I inquired about services back in november of twenty three. I never used services. I was charged at ninety nine dollar fee , november of twenty four. I initially reported fraud on my credit card . I did not see any email about.Canceling services with this company. After we realized this was not fraud with my credit card company, I contacted p.AWP.About their services and Canceling as i'm not interestated in services. They basically told me too bad. This is a complete scam as I am not using services. I ********** my ninety nine dollars refunded.

  Business Response

  Date: 03/01/2025

  To whom it may concern, 

  Thank you for reaching out to us regarding your recent transaction.
  
  We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.
  
  Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.
  
  As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at ************************************************************.
  
  In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

  Sincerely,
  Your Pawp Team 

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Pawp account they still charged me the $99

  Business Response

  Date: 02/21/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. This charge has been refunded, and we consider this matter closed. If you have other questions or concerns, don't hesitate to reach out to *********************************** . 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute the charges from Pawp as I repeatedly left messages for them that went unreturned and let messages for them in the chat section as well as via their website, email, etc. I already had coverage via a membership I had. Furthermore, they do not seem to provide the coverage and do not return calls, etc. They did not return calls when I had a membership with them in the past and paid the monthly membership fee. I am concerned that if there was an emergency, etc. there would not be anyway to obtain coverage, etc. I have tried to work things out with this company, however, there is not a way to do so since I just keep getting messages that "someone will get back to me" yet they never do. This could constitute bad faith and unfair business practices along with consumer law issues. I will file with the ************************ should this not get resolved. I am asking for a refund of my money as I attempted to cancel a trial membership that I never should have had to have since I already a membership with Pawp that is free via ******* Plus but they kept taking me off of it. This is a billing issue that they refuse to resolve. Ref: Consumer Laws, False Advertising and Fraudulent Misrepresentation, ******************** ******

  Business Response

  Date: 02/12/2025

  To whom it may concern, 
  
  Thank you for taking the time to reach out. We're sorry for any confusion or inconvenience here. Our Team has responded to your transaction dispute, and that dispute is currently being processed by your financial institution. If you have any additional questions or concerns, don't hesitate to reach out to *********************************** We're available Monday through Friday, 9AM to 9PM Eastern Time. 
  
  Sincerely, 
  
  Your Pawp Team 

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Thank you for doing the refund, however, I am still supposed to be able to have a membership via my ******* membership and you keep locking me out of the portal. There is really no way to get ahold of anyone if there is a problem which is why I had to go to the BBB. The chatbot is not always able to help. Please let me get back into the portal so I can use it. You advertise this membership. I think that this is only fair. This would be under my old email address. Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 02/21/2025

  To whom it may concern, 
  
  Thank you for taking the time to reach out. We apologize for any inconvenience or confusion here. You would need to redeem the offer at *********** in the ******** Benefits Portal. We cannot reactivate this membership on your behalf. If you have additional questions or concerns, please don't hesitate to reach out at *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 
  
  Sincerely,
  Your Pawp Team 
  

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying pawp insurance for 3 years for my pets. I had a pet that showed signs of needing care. It was an emergency but PAWP asks you to speak with a provider through them. I did and they recommend care after regular hours at an emergency clinic. I went and the clinic wanted $10K deposit. I drove to several others knowing I did not have the money upfront. At midnight I drove him and took ***** to my vets at 6am waiting for them to see him. He was given blood transfusion and surgery and died in their care. I made a claim 2 months ago and have now been denied the $600 b/c ***** saw my vet and not there outragous one the next day.

  Business Response

  Date: 02/12/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. We apologize for any confusion here. Please refer to your coverage determination letter for the specific reason of your claim denial. If you have any other questions or concerns, please don't hesitate to contact our Support Team at *********************************** They're available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team