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:11/08/2022

  Type:Customer Service 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.

  PAWP.com continues to charge me $19 every month despite being canceled. I have emailed them multiple times with no response, but I can't contact them beyond that because I don't have an account anymore! I disputed some of the charges with my bank, but now they continue to charge me. :(

  Business Response

  Date: 11/15/2022

  Our former member didn't reach out to us until November 7th on an account cancelation. If they had canceled the account as claimed, they would have a canceled account as well as a confirmation email. We found no prior communication related to a cancelation request. Because we're only being contacted about this situation now, we cannot offer a refund or other assistance without proof of the request. 

• Initial Complaint

  Date:10/24/2022

  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 for insurance through PAWP for my pets for over a year.. My little dog **** developed a sudden swelling in her stomach, was panting and in pain. After a video chat, I was told the vet at PAWP couldnt be sure the dogs condition was an emergency. She also informed me that their policy of paying up front had changed. Today my dog will be euthanized due to my inability to assure pay. The vet, any vet, knows a swollen abdomen is a life threatening emergency

  Business Response

  Date: 11/15/2022

  I'm sorry for our member's loss of their pet. Please accept our condolences from everyone on the Pawp Team. We announced our change of payment process multiple times between May 2022 and September 2022. Likewise, all documentation on our website was updated to reflect that change in May 2022, so this shouldn't come as a surprise to any of our members. While we're saddened to hear of this pet's passing, a member's inability to pay for treatment is the responsibility of the pet owner rather than Pawp. If treatment was rendered and paid for, our Claims Processing Team would have reviewed the situation for coverage. 

• Initial Complaint

  Date:10/21/2022

  Type:Delivery 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 emailed the email address on their website that they have listed in the Privacy Terms in order to Exercise my Privacy Rights and request that they delete all information they have collected in my attempt to claim my 1 year free membership through the ******** Tuesdays offer, which they purposely placed code in the offer link that prevents the claiming of the offer. Which is false advertising. I'm including the image sent to ******* in a chat on 10/18/2022, which confirms they purposely placed coding in the claim link that prevents enrollment. That aside.When emailing ********************************** to request they delete all information collected on me, the emails all come back undeliverable. This is completely illegal. I want confirmation that all information they have collected on me be deleted immediately. And, I want them prosecuted for violating the information protection laws. This business is completely illegal in their entire operations.

  Business Response

  Date: 11/04/2022

  This individual's request will be fulfilled in the timeframe indicated in our Privacy Policy. However, no issue with false advertising occurred. This person had issues with signup and refused to believe that our engineering team was working ona solution for said issue, nor did he allow us any time to address the issue, instead going straight to accusing us of wrongdoing. So, while we made an effort to correct the issue for them, we weren't given the opportunity to do so. We consider this matter closed at this time. 

  Customer Answer

  Date: 11/07/2022

  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 Answe  number to reach out and speak with someone. r Here]

   

   

   

   

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

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

  Customer Answer

  Date: 11/23/2022

  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 it's clear that this business is an absolute fraud I've read all of the reviews and they continue to defraud people and should not be allowed to conduct business in any state or in this countryHere]

   

   

   

   

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

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

  Business Response

  Date: 11/23/2022

  The most recent response doesn't contain any actionable request or information. The original request has been fulfilled, and we consider this matter closed. 

• Initial Complaint

  Date:10/03/2022

  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.

  This company lies, They promised to pay my cats bill this month and never credited it to my account. I reach out to ask them why the bill was not paid and they are trying to project blame onto me claiming that I did not respond to their email and that is why the credit was not applied. That is some ******** and projection. There was no reason for me to answer and they never stated that their payment was contingent upon me replying to the email. I took them at their word. They lied or forgot then projected the blame of their error onto me! Something messed up is going on with this company and I do not like it. See the attached emails that evidence me letting them know on time now my animals are going to suffer because of their negligence! These are my emotional support animals and I am currently being put through h*** in my life I sure do not need this from a company I have enough problems. They should not renege on their promises!!!! "you did not answer thats why it was not applied" what BS you did not state that was a stipulation only that I let you know prior to the due date which I clearly did! LIAR

  Business Response

  Date: 10/03/2022

  This former member requested a cancelation of their account, which has been processed, and we're unable to reactivate a canceled account from our end. 

• Initial Complaint

  Date:10/03/2022

  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 had Pawp for over a year now and have never missed a payment. My cat, **** suffered an injury a broken back leg and I immediately contacted them. The virtual vet said it did not seem like a major emergency but to take him to the vet, he was lethargic, wasn't moving, had defecated and peed on himself, and clearly wasn't ok. We took him to the vet and immediately the vet told us that if we waited any longer, he would've died. The vet wrote on the notes "Life-threatening". I paid $3000 out of pocket. I contacted someone and told them it was indeed, a life-threatening emergency and they sent me a form to fill out when he was discharged. I waited almost 2 weeks for a response and when I got that response today, it was denied. How?! My insurance covers LIFE THREATENING EMERGENCIES and the VET actually WROTE THAT in the notes. How can it be any clearer? I have been scammed, this is illegal. I want my money reimbursed like it was supposed to be!

  Business Response

  Date: 10/22/2022

  First and foremost, I'm sorry to hear about the injury Binx experienced. I hope his recovery continues to go well! At this time, our previous conversations with this member still stand, and we have no further updates on this case. Our Claims Processing Team was not able to reconcile information in the member's video conversation with our vet professionals with the information provided by the member's veterinarian. We attempted to obtain further information from their clinic, and our request for additional information was denied. At this time, coverage cannot be provided under the emergency fund. 

• Initial Complaint

  Date:09/26/2022

  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've been paying for pawp for several months now for the soul purpose of the emergency fund. My dog was experiencing continuous vomiting. I started a conversation with a vet on the pawp app. After a brief conversation we then switched to a video visit where she then instructed me to take him to the emergency vet immediately. My fund was activated and I even gave them an ETA of my arrival at the emergency clinic. I sent in my reimbursement application which was denied because they said I did not have the required documents. I sent an itemized invoice of everything that I was charged for along with an assessment of everything that happend during his visit. But my application was still wrongfully denied.

  Business Response

  Date: 09/27/2022

  We make our requirements for emergency fund applications clear at all steps in the process. After we received and processed the first application, it was denied for failure to submit medical records associated with the treatment. We received a discharge summary, which is neither a complete nor full medical record. We reached out to our former member, who immediately asked us to cancel their membership instead of submitting the documentation. Then both sides engaged in a brief back and forth before our member submitted the same insufficient documentation as before. Since we weren't able to fully assess the situation with the information provided, we denied the application, and the member formally requested a cancelation of their membership, which we processed. 

• Initial Complaint

  Date:09/13/2022

  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.

  Purchased a membership to PAWP so that I could order flea and tick medicine for our dog as it was hard to get during the Covid pandemic as our current vet was not available. Continued to receive for 2 months and then cancelled the membership as our own vet was now available. PAWP continued to charge the membership fee for an additional two months. Very deceptive business and not honest with what was requested. Refused to offer refund for the 2 months of membership fees even though it was no longer needed or used during that time.

  Business Response

  Date: 09/27/2022

  On July 22nd, 2022, our former member contacted us to cancel - specifically - the Flea & Tick autoship order, which we processed and provided confirmation for. At no point did they request a full cancelation of the membership, which they could have processed on their end at any point in time. In early September, they reached out for the first time to cancel the actual membership, which was processed immediately, however; no request was made to terminate the membership prior to that point. No refund will be provided. 

• Initial Complaint

  Date:09/08/2022

  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.

  We purchased pet coverage from PAWP because, after Covid, we were struggling and would not be able to afford an emergency vet bill. Now, recently, they changed their policies to where you have to pay for the service and then apply for a refund. We got the coverage because they stated "No money up front" in their advertising. We paid for the coverage and now find out it would have done us no good. Horrible and deceptive business practices all around.

  Business Response

  Date: 09/10/2022

  To whom it may concern, 

   

  Multiple announcements of these changes were sent out to members. As a courtesy, we've gone ahead and issued out a refund on the most recent membership fee charged to this member. No additional refunds will be provided. 

   

  Sincerely, 

  The Pawp Support Team 

  Customer Answer

  Date: 09/14/2022

  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]

  The complaint is more about the "bait and switch" type of practice used.  The advertisement I saw for this company emphasized how no payment is needed up front and that they would pay the vet directly.  This was their main selling point and it has now been changed.  Just because they sent out notices that the change was going to happen doesn't change the fact that their main selling point (the point that a I and a lot of other people signed up for) was now going away.  It could maybe be understood more if they gave a decent reason for the change, but all there was is a "this change is happening" type of notice and no reason was given other than "a variety of business reasons".   I will forever believe this company has been dishonest in their practices and a simple $19.00 reimbursement for a service I never used isn't going to get me to sign off as satisfied.

   

   

   

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

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

  Business Response

  Date: 09/27/2022

  The changes to our membership features and benefits were originally announced in May 2022 with followup notifications throughout the summer. Our advertising and marketing materials have long since been updated to reflect these changes, and all previous benefits were available to members up until the official changeover date. 

• Initial Complaint

  Date:08/17/2022

  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.

  Such a horrible experience using PAWP insurance. If your dog is truly having an emergency, you first have to go to app and get cleared to go to the emergency vet which I did . My husband and I were on vacation and our stepson who has anxiety disorders was in charge of taking care of our dog. He would not of been able to use the app To ask him to go On the app would of been impossible. He sent photos of the blood he was throwing up . I contacted the vet on the app and he said I should take him to the vet immediately. Our son did that , because the vet could not definitively find anything wrong other than maybe a splenic tumor we were denied our claim, I think . My dog was lethargic and throwing up blood . The ** was very busy and did as many tests as they had time for. Not finding an answer should not be a reason for denial . I followed the instructions given by their vet online and was told to go immediately to ** vet. You also have to send in the finalised medical record with in 24 hours which was impossible as this was a weekend and it would not be able to be release or finalised till Monday afternoon . What is the Point of having insurance if you are in an emergency situation and are denied . I would say this was an emergency.This is the response I received after submitting the claim. Hi *****,All coverage determinations are final. Based on the medical records provided, the situation does not warrant an exception to the video chat requirement, nor does the severity of the situation qualify for coverage. Please let me know if you have further questions or concerns.

  Business Response

  Date: 08/17/2022

  To whom it may concern, 

   

  Our Rules & Regulations were not followed in this member's case, and coverage cannot be provided for a situation that falls outside of our Rules & Regulations. While our processing team reviewed the case thoroughly, none of the details within the emergency fund application qualified for an exception to our standard process. 

   

  Sincerely,

  The Pawp Support Team 

  Customer Answer

  Date: 08/19/2022

  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:08/08/2022

  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 a customer since 01/2022, I have been making monthly payments. On July 1, 2022 my dog had a complex medical emergency. The emergency was complex due to the severity of the injury and was compounded by the fact that it was a holiday weekend when it occurred. I have followed the instructions on the ****** docs reimbursements form and from direct interactions with a support team member regarding the treatment but now that the treatment is coming to a close, I am being told that I will not be receiving my insurance reimbursement.

  Business Response

  Date: 08/22/2022

  To whom it may concern, 

   

  We notified the member that payment under the emergency fund was pending approval based on continuous treatment being provided. Contingent upon continuous treatment, we extended our standard timeframe to accept and review an application related to treatment. When we received those documents, they clearly stated that treatment hadn't been continuous, and therefore we declined to provide a payment under the emergency fund. 

   

  Sincerely, 

  The Pawp Support Team