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:01/30/2025

  Type:Product 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.

  This company does whatever they want and doesn't follow their own policies or respect customers. They deleted my account without valid reason and against policy. They did not receive the required and requested info from me to legally delete my account.I simply sent this company an email trying to find out if it was legit and told them that if you value profit over fairness then simply delete my account. They didn't even respond to that and just went right to deleting my account. They refuse to address any concerns or answer any questions. When I went to add my pets profiles that turned into an assessment without my knowledge or consent. I tried to call the company and they sent me a text as the phone was ringing telling me to reach out with this link to their chat support. This company is definitely up to no good.

  Business Response

  Date: 02/03/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. You can view our Privacy Policy at ************************************************* or visit *************************************************************** to answer any of your membership-related questions. If you have any additional questions or concerns, we can be reached at ********************************** Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 02/04/2025

  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]

   This is an invalid response. 

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  To whom it may concern, 

  
  Thank you for taking the time to reach out. You can view our Privacy Policy at ************************************************* or visit *************************************************************** to answer any of your membership-related questions. If you have any additional questions or concerns, we can be reached at ************************************************************ Monday through Friday, 9AM to 9PM Eastern Time. 

  
  Sincerely,
  Your Pawp Team 

  Customer Answer

  Date: 02/06/2025

  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]

   

   Same dismissive response.

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:01/22/2025

  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.

  On 11/23/24 Pawp charged me a $99 annual membership renewal fee for their subscription service without my consent, even though I had already canceled my membership prior to that. I do not have access to any of the app's services when I log into my account (because it was CANCELED), and they refuse to refund me the $99 they charged me. Going forward I want nothing to do with this app or the people who run it, I just want my money back for my canceled membership, which still only gives me the option to "join today!" when I open up the app, thus proving that it was canceled. They refuse to acknowledge this and claimed they couldn't find my account when I provided my information, yet they had no issue charging my payment information for the renewal fee that they supposedly have no record of. I do not have an account/order/tracking number to provide as I was given no receipt of my payment. This is clearly an extremely dishonest company that thinks they can scam people and get away with it. I would like my $99 refunded and I would like them to stop retaining my card information on their end so that this does not happen again in the future.

  Business Response

  Date: 02/12/2025

  To whom it may concern, 

  
  Thank you for taking the time to reach out. We apologize for any inconvenience or confusion here. Your dispute from your financial institution is currently being processed by your bank, and we're unable to take any action on this transaction until the completion of that process. 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 

  
  

  Customer Answer

  Date: 02/18/2025

  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]

   

   Saying "Your dispute from your financial institution is currently being processed by your bank, and we're unable to take any action on this transaction until the completion of that process" does not resolve my issue nor does it show the company accountability on their part, and until I hear back from my credit card provider stating the dispute has been settled in my favor I would like to keep this case open as this would be my only other method of taking action.

   

   

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

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

  Business Response

  Date: 03/15/2025

  To whom it may concern, 

  Thank you for taking the time to reach out. It looks like our Support Team has answered some followup questions for you, and you should have access to your account. If you have additional questions or concerns, don't hesitate to reach out to ************************************************************. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 03/18/2025

  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:01/21/2025

  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.

  Ive been charged for a service that i did not want nor signed up for

  Business Response

  Date: 02/12/2025

  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.

  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:01/03/2025

  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.

  Im not sure of the bribery tactic they used but apparently I signed up for a free trial for some kind of pet membership . I never received any product or services from them but they charged my credit card ******

  Business Response

  Date: 01/07/2025

  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:12/17/2024

  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.

  Complaint Details:I am filing this complaint regarding incorrect business information listed on Pawps website, which is causing significant confusion for potential clients of my business.I manage the marketing for ***************************, located at ********************************************************. Pawps website inaccurately lists *************************** at **********************************************, along with the wrong phone number, which actually belongs to a different veterinary hospital (************************).This incorrect information appears third in ****** search results when users search for ***************************, and it misdirects potential clients, causing confusion and potentially harming the reputation of both businesses involved.I have attempted to contact Pawp multiple times via their email and live chat features on their website but have received no response. I have been unable to locate a phone number or physical address for their company to escalate this issue further.Resolution Requested:I am requesting that Pawp promptly update their website to reflect the correct information for ***************************, which is:Address: ******************************************************** Phone: ************ I would appreciate any assistance the BBB can provide in resolving this matter, as it is impacting my clients business operations and potentially misleading their clients.Thank you for your time and support.

  Business Response

  Date: 01/07/2025

  To whom it may concern,

  Thank you for taking the time to reach out. The information in question comes directly from ******. We apologize for the confusion. We will attempt to update the information in question within ***************************************** concerns, please contact ********************************** directly. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/03/2024

  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 decided to try Pawp for a year free trial with T-Mobile. I didnt get a noticed that my year was coming up and I didnt have my account on auto renewal either.I always got text message reminders from Pawp so I should have gotten a text message letting me know I was going to be charged.I canceled my account 5 days after the renewal because I saw the charge on my credit card statement.Instead of me getting a refund I got a message saying my account is good until next year.I dont want this service. I never used it for the free trial. Pawp can see that I never used this service. I want my $99 back. It is Christmas time and I have three kids. I cant have $99 gone for no reason.I tried to get my refund back by emailing customer support and they refused.

  Business Response

  Date: 12/21/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. A refund won't be provided for the reasons specified in our previous communications with you. Please refer to ******************************************************** and don't hesitate to reach out if you have additional questions or concerns. Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time, via live chat and email.  

  Sincerely,

  Your Pawp team 

  Customer Answer

  Date: 12/23/2024

  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 still dont understand how a company can be so cold that you arent willing to give a refund to someone who hasnt even used your service.

  You havent lost any money since I havent used your service and it is obvious that I didnt get the so called email that you say you sent.

  This is really great customer service. I wouldnt recommend your so called service to anyone because you dont care about customer service or people.

   

   

   

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

  
  Sincerely,
  
  ****** ******-*******
  
  
  
  
   
  

  Business Response

  Date: 01/07/2025

  To whom it may concern,

  Thank you for taking the time to reach out. At this time, we consider this matter closed. If any additional inquiries or concerns need to be presented to us, we can be reached at *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/02/2024

  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.

  A year ago signed up for a free trail period that I never used. On Nov 23, 2024 they charged an annual fee of $99.00. I asked for a refund and they refused. I have not and will not be using any of their online veterinary services, especially since my dog died a while ago.

  Business Response

  Date: 12/17/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. Use or non-use of your membership benefits does not affect our decision to issue a refund or not. Since the membership wasn't canceled prior to the charge date and time, the charge is non-refundable per our Terms of Service. Three renewal reminder emails were sent out prior to the charge date and time to the email address on file for your account. If you have any other questions or concerns, don't hesitate to contact us at ************************************************************! 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 12/19/2024

  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 never used the trial services and deleted the Pawp app a long time ago. I did not authorize any charges, especially not the $99 charge. I did not receive any emails regarding this. Ive been in distress since my dog died and never used your service and will not! I do not agree to the $99 charge and have requested a credit several times. 
  You have bad customer service. There is no phone number to speak to a live person and the email replies are generic. 
  I refuse to pay for services that I never received or will not use and request a full refund for the unauthorized $99 charge. 

   

   

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

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

  Business Response

  Date: 12/21/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. We're unable to offer a refund for the reasons specified previously. If you have other questions or concerns, don't hesitate to reach out to *********************************** Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time, via live chat and email. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 12/24/2024

  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 after several requests. I have not been given a full refund of $99. I have not used any services and will not use any services since my dog pasted away a while ago. 
  

   

   

   

   

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

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

• Initial Complaint

  Date:11/06/2024

  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 tried this company 2x and I sent them a notice that I wanted to cancel due to my disappointment with them and they offer the attached. Who in their right mind would want to extend for another year even at a discount if they are unhappy. Their site says they have vets available, but I never seem to get one to talk to. They talk about how they are convenient etc., but it takes a long time to get checked in and speak to anyone. It seems they only have two people working there since all my communications or contacts have been with two individuals. A vet (***) that sends notices but never talked to and the other that I was able to connect to, but I do not believe is a vet and wasn't very helpful on Lady's skin issue. I sent them the below in my cancellation: I've tried you twice and both times have been disappointed. You have vets available but all I ones I get do not seem like vets but more like techs. A little knowledge but not much further than information that I can get myself. Nothing I have gotten has been useful and each time I have had a problem your recommendation has been go see a vet. I thought you had vets available, but you can't prescribe anything or do anything. The last straw was when I had a problem with Lady and her skin issue. I contacted spoke, sent pictures and got recommended everything that I already did and that I should go see a vet. I have been constantly sent notices to update my other two pets' info long with Lady's which to me is redundant. I wasnt even sent any useful information helping Lady such as products, treatments, etc. What is the sense in keeping you if you can't help with vet visits and prescriptions. I might as well pack them in the car and take them as needed down the street to the vet. This was supposed to make my life easier and keep my pets happy and at home with less anxieties than going to an in-person vet. Wasted time and money.

  Business Response

  Date: 11/11/2024

  Dear *****, 

  Thank you for taking the time to reach out. We're sorry to hear you're unsatisfied with your previous conversations with our veterinary professionals. We have dozens of veterinary professionals on staff that are ready to handle your pet care needs 24/7 via the Pawp app. Our average response time for a conversation request is less than 3 minutes, and we tend to exceed that **** on most days, nights, and weekends. Since you purchased your membership in August of this year, we're not able to issue a refund this far beyond the signup date. You'll retain access to your membership benefits through the current annual period, and we'd be happy to address any  other questions or concerns you may have. Please let us know how we can maximize the value from your Pawp membership. You can reach us at ********************************** at any time!  

  Sincerley,

  Your Pawp Team 

  Customer Answer

  Date: 11/11/2024

  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 services do not do any good for my pet babies. Why do I want to have access to something that doesnt benefit me or my pets   Your business practice only benefits you    You keep all the money and make people find services elsewhere and pay again   This is  not customer service nor acceptable to anyone who has a sane mind   Just because I signed up in August should make  no difference   Everyone should be given time to determine if something works for them or not   I ended up going with another service that provides all the services that I need for my pet family   Not only do they offer online vet visits but are available to do visits by zoom and to provide diagnosis and prescriptions   This allows me to keep them home and as anxiety free as possible   Their first response was not to try things I already knew about or take them to a vet   You were supposed to be my interim vet and you failed   I would like to be compensated for the months that I will not be using you and for belittling me by thinking offering me a discount for another year was acceptable   Would you continue to use a service or accept a discount if it did not work for you?  On behalf of my pet and my responsibility to them I can not in good conscience put their needs above your greed   They can not speak so I must   

   

   

   

   

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

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

  Business Response

  Date: 11/24/2024

  Hi *****, 

  Thank you for taking the time to reach out. We appreciate your concerns and feedback. However, our previous response and resolution here has not changed. If you have further questions or concerns, please don't hesitate to reach out. We'd be happy to answer any new concerns you may have. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/31/2024

  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 signed up initially for a T-Mobile free trial in October 2022. Unfortunately, my pet passed away Dec 2022. I have the vet bills to prove it.I turned off auto-renewal and somehow I was charged for auto-renewal for the year and just recently for another year. I am not sure how I am being charged this year since my new card has not been updated in their system.

  Business Response

  Date: 11/11/2024

  Hi there, 

  Thank you for taking the time to reach out. This matter has already been resolved and a refund was issued. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:09/30/2024

  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 like 3 years now and have had the emergency fund option also . 2 months ago my fund was cancelled because they say they couldnt bill me which is nonsense because none of my credit card information has changed and I was never notified by my bank of denied payments . When I finally noticed it was cancelled I contacted them and was told new subscribers could not get the fund temporarily. This was over a month ago and Im not a new subscriber. I want to pay for and have the emergency fund added back to my account . Also none of the fine print or legal statements state there are no new sign *** allowed or if its cancelled you cant get it again so legally they have no excuse for this .

  Business Response

  Date: 09/30/2024

  To whom it may concern,

  Thank you for taking the time to reach out. We've previously provided this member both each date that the charge was attempted as well as each date a payment method failed reminder email was sent out. Additionally, we've explained to the member that they currently cannot sign up for the *************** whether they're a new member or a long-term member. There are currently no exceptions to this restriction, and the member will be notified via email once this changes. All of this information has been explained to them in great detail across multiple emails and live chats in the past 30 days. We apologize if any confusion remains, but we've explained this matter thoroughly and completely. 

   

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 10/01/2024

  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 business never said long term customers could not sign up for the emergency fund , they said new customers could not and they said that more then once . I have the message logs to prove that . And again nothing in my billing changed , the mistake was on their end . My debit card on file has not changed its been the same for a year . I only have this companies service for the emergency fund and without that I do not need the service . 

   

   

   

   

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

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