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:01/05/2024

  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.

  Signed up for free trial, never notified they were gonna charge my card. They claim they sent an email, never received anything. Never used this service and they wont refund my money.

  Business Response

  Date: 01/08/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. We've previously provided confirmation that a renewal reminder email was sent to the member's email address on file. When the member's financial institution reached out to us for clarification, we provided the same information to that institution. Both us and the member's financial institution consider this matter closed, and a refund won't be provided for the reasons provided in our previous messages. If you have further questions or concerns, please don't hesitate to reach out to our Support Team. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 01/09/2024

  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]

  Never recieved the email they claimed they sent. Yahoo confirms I never got it either.  

   

   

   

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

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

• Initial Complaint

  Date:01/05/2024

  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 contacted Pawp on a Friday inquiring about my cat having abnormal behavior. They deemed it an emergency and I took her to the vet immediately. After X-rays were done they found a mass and she needed to be euthanized. I submitted the necessary paperwork to get reimbursed the $1300 from the emergency fund. My claim was denied stating I delayed her care. Seems like a scam to me

  Business Response

  Date: 01/08/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. Please review your ************** Application decision in the Pawp app for further clarification. In situations where care is not provided immediately to a pet in need, the ************** does not and would not apply. Every situation is unique, and our Medical Review Team reviews every application in its totality for coverage. If you have further questions or concerns, don't hesitate to reach out. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 01/09/2024

  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]

  Again, I brought my cat in IMMEDIATELY once your team deemed her issue was an emergency just because she threw up a couple days prior doesnt mean it was an emergency at that time  cats throw up all the time  I paid my monthly dues and followed your rules and you are still denying it  

   

   

   

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

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

• Initial Complaint

  Date:01/04/2024

  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 for Pawp as a free promotional use through ******** Tuesdays. When I signed up for the free promotion they failed to mention they would charge me a subscription amount. On October 23, 2023 Pawp charged me $99 to continue my subscription. I did not receive an email notification. I found the email in my spam folder after I saw the charge on my bank account. After I tried canceling the subscription I tried contacting support and was not able to reach them. I was not able to get a refund. I also did not receive a receipt of the charged amount. They charged me a $99 subscription fee for a service I never used or signed up for.

  Business Response

  Date: 01/05/2024

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry to hear about the confusion here. You signed up for the Pawp trial membership, were sent the renewal reminder message, and didn't cancel the membership prior to the charge date. For that reason, you were correctly charged for a service you did indeed sign up for. If you have further questions or concerns, feel free to reach out to our Support Team directly. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/26/2023

  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.

  After reading all the other complaints It's obviously a customer service issue with many people. I understand that it auto renews but if you catch it before it hits the bank and do not intend to use the service you should be able to cancel. Seriously need better customer service. They did cancel my membership and take away my 3k insurance but I still have to pay the *****. so if you are planning on cancelling you may as well not tell them for 11 months or you will be punished and charged either way. Terrible place and because of their incredibly rude employees I will not return as a customer and intend to let people know how they can expect to be treated if they dare to sign up. Treating people like they do will only eventually end one way. Good luck with your business

  Business Response

  Date: 12/27/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry to hear about your negative experience with Pawp. If a membership is canceled prior to the charge being submitted, then it cannot be charged. We hope this clears up any confusion. In the meantime, if you have further questions or concerns, don't hesitate to reach out! 

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:12/13/2023

  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.

  I canceled this useless service over 2 months before the deadline and they stole $99 from me anyway. Predatory and completely useless!!! The only thing they can provide is wasting your time on hold then telling you to go to a real vet. Predatory and needs to be shut down!!

  Business Response

  Date: 12/13/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. A member of our Support Team has verified that your account was canceled after the charge date and time with no cancellation request received nor processed prior to that. If you have evidence that a cancellation was requested or processed via self-serve app options prior to the charge date and time, please forward that information to us as soon as possible for review. 

  Sincerely, 

  Your Pawp Team 

  Customer Answer

  Date: 12/13/2023

  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]

   

  Pawp is lying, I canceled my account 2 months prior, youre scamming thousands of people and  my bank refunded my money because I provided proof youre predatory, you saved my information and charged me again, thats theft and its a crime, and you will be dealt with according. Im not letting this go, you will be stopped. If your company was worth a s*** you wouldnt have to take part in predatory practices by stealing money to me wet your quotas. Go get a real job thief. 

   

   

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

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

  Business Response

  Date: 12/22/2023

  To whom it may concern, 

  Thank you for your response. We consider this matter closed. Your financial institution agreed that we have the evidence to prove that your membership was not canceled prior to the charge date, and that's why the transaction dispute was ruled in our favor. Again, if you have evidence that your membership was canceled prior to the charge date and time, we'd be happy to review your account once again. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/08/2023

  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 was a free subscription from Tmobile when I signed up. I never used it and unsubscribed from the membership via my ****** account. I received an email that my card didn't work. I ignored it because I didn't have the membership anymore. Next thing you know I receive an overdraft notification from my bank from this company. They have no phone numbers to be able to talk to a live person, ******** messenger doesn't work for them, I emailed and the agent said I signed up for it and I'm responsible when I requested for it to be canceled and refunded. I had no idea I was even signed up. I demand my money back. I will be writing on every form of social media possible to warn people about this company along with disputing the charge with my bank since they refuse to cooperate.

  Business Response

  Date: 12/08/2023

  To whom it may concern,

  Thank you for reaching out. As previously explained, we never received a request to cancel your membership, and you acknowledged to us that no request was made. We state in the payment failure email that we'll attempt the charge again unless the account is canceled or payment is made, which is what happened in this case. If you have further questions or concerns, don't hesitate to reach out. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 12/11/2023

  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:

  You unlawfully signed me up. As stated in my email with *********, ******* has no record of me signing up for this membership through their promotion (on a recorded phone line), although ******** stated that is how I signed up. Therefore, you illegally enrolled me into this program. 

  I have already spread the word to anyone I know via social media platforms- some dedicated just to issues such as this with Pawp, and through reviews online to stay away from this program. Again, I have a recorded phone call with Tmobile that states I did NOT sign up for this program. I highly recommend that you refund my money before I have to involve my attorney. 

   

   

   

   

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

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

  Business Response

  Date: 01/18/2024

  To whom it may concern, 

  We cannot create accounts or memberships on behalf of our clients. The functionality to do so simply doesn't exist. You clicked through the offer on the ******** Tuesdays app, signed up for the membership, and didn't cancel prior to the charge date. That's why you've been charged. A refund won't be provided for canceling after the charge date. If you believe this account was created fraudulently, then you'll need to reach out to your financial institution for assistance. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/06/2023

  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.

  1 year ago, I signed up for Pawp with a free trial membership. I used them twice for online vet advice. Both times they were completely useless. Little did I know that the membership would auto renew after 1 year. They claim to have sent me an email, but I never received it. I canceled my membership immediately after seeing a charge on my credit card. I attempted to contact PAWP but they said they would not reverse the charge. In 2022 I attempted to remove my credit card info but that isn't an option on the app. Now I know that they want to keep your credit card info to auto renew your membership. I want a refund because i have no intention of ever using their useless service. Please help me with resolving and getting this money refunded.

  Business Response

  Date: 12/06/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're not able to issue a refund for a membership that was not canceled prior to the trial conversion date and time. If you have a copy of the cancellation confirmation email you would have been sent after canceling, please forward that to our Support Team immediately for assistance. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/05/2023

  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.

  They deducted a fee from my account a year after I interacted with the company saying it was detailed in the ******** Tuesday app. I don't recall anything stating this. They refuse to refund my money.

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  Thank you for taking the time to reach out. It looks like you signed up for the promotion via ******** Tuesdays. We sent you a renewal reminder notification prior to the charge date. You'll have access to your membership benefits through the current annual billing period, but if you've canceled your membership, you'll no longer be charged in the future. If you have further questions or concerns, please reach out to our Support Team directly. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:12/05/2023

  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 initially signed up for this business as part of the TMobile plan which was free. I did not use any of the services. They charged me $99 for the renewal and I asked them for a refund since I do not even use the service and they denied me saying they sent an email. I did not see any email in my Inbox and when I checked the spam, it was there (nobody checks the spam; that is why it is called spam because it is JUNK mail). When I read it, it did not even mention anything that it will charge me $99 for the renewal. IT IS ABSURD TO BE CHARGED $99 FOR A SERVICE I DO NOT USE. I need that refund!!!-STAY AWAY FROM THIS BUSINESS. **************** is nonexistent-

  Business Response

  Date: 12/05/2023

  To whom it may concern, 

  We're sorry to hear about your negative experience with Pawp. Thank you for taking the time to reach out. Like other companies, we always recommend whitelisting our email address to ensure timely delivery of account-related notifications. You can access your membership benefits at any time via the Pawp app. If you have further questions or concerns, don't hesitate to reach out to our Support Team directly!

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:11/30/2023

  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.

  On October 16, 2023 I received a notification from the company Pawp that my subscription would be renewed as of October 19, 2023 and to learn more about my account to follow a link. Upon receiving this notification, I logged into the account and saw the price of my plan was $99 but crossed out and indicated covered by my cellphone provider, TMobile. Upon looking at this, it was clear that the charge for this membership was free so no action was taken. On October 18th (day before membership would even renew), I was charged the full $99. Upon contacting the company on October 18th, I was told that a refund would not be issued even though I contacted them the day prior to my membership renewing inquiring about the charge. Technically my new annual plan had not started and a refund should be honored. I was offered a membership cancellation though, with no offer of refund, even though the $99 is for the annual package. I filed a dispute with my credit card and provided the same information but was told no refund would be issued. I am seeking a refund since my account was cancelled by the company as of November 17th - I'm assuming when they received my credit card dispute info (within a month of the annual plan starting) and no services were ever rendered from the start of my membership. Their communication to members is very unclear and their customer service to "clarify" is not ideal for a proper business to be ran.

  Business Response

  Date: 11/30/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. No refund was provided in this case because the cancelation request was made after the trial conversion date and time. Although your membership was indeed canceled, you still retain access to your membership benefits through the current annual billing period, and you won't be charged for additional membership fees unless you opt into the ************** add-on. If you have further questions or concerns, please reach out to our Support Team during regular business hours. 

  Sincerely,

  Your Pawp Team