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:11/27/2023

  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.

  This was supposed to be a free to use service through ******** for which I do not recall providing payment information. On 10/19/2023 I received two separate emails from Pawp, advising me that they tried to charge my account but were unable to do so, due to not having the correct payment information. The email states, Uh oh! Your payment failed.To keep your Pawp membership active for Dodge, please update your payment details as soon as possible. I did not want to keep membership active, as my dog had died earlier in the year , and I had no interest in paying for this service. Because they did not have my payment information, they made the active status of my membership conditional on me updating my payment details, which I did not do. However, even without me updating my payment information, they were, somehow, still able to submit an unauthorized charge to my bank account on 10/20/2023. I contacted them as soon as I saw the charge on my account and several times since, yet they refuse to issue a refund.

  Business Response

  Date: 11/27/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry for any confusion. As stated in the payment failure emails, we will attempt to charge your payment method on file after an unsuccessful charge. Since you didn't cancel your membership prior to the trial conversion, you were charged for the base membership fee, a charge that you agreed to in signing up. If you have further questions or concerns, please reach out to our Support Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 12/06/2023

  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:

  Good afternoon,
  
  The response from Pawp is not factual, as it references language not found in their emails to me. In their response, they said, as stated in the payment failure emails, we will attempt to charge your payment method on file after an unsuccessful charge. However, in my BBB complaint, I provided the emails I received from them, and you can see that they never advised that they would charge the payment method on file. In fact, In both emails they asked me to update my payment method and made the active status of my account contingent upon me doing so. In one of the emails they even provided information on how to update my payment method, which I never did. 
  
  Here are screenshots of their emails again. 

   

   

   

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

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

  Business Response

  Date: 12/18/2023

  To whom it may concern,

  Thank you for your response. The documentation provided by the member explicitly shows that a re-attempt of the same charge will be made shortly after the initial charge, if unsuccessful. We hope this clarifies things!

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:11/27/2023

  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 25, 2023 PAWP charged my credit card $99.00 for membership without my approval or ************* want my money refunded back to my card immediately !!! They have no telephone number to speak w/ a live person. My daughter used her free ******** Tuesday PAWP only got medicine which wasn't sent automatically, due to them missing up the prescription. My card was charged several ***************** $21.78 on October 8, 2023 for the medicine. The PAWP site needs to be straighten out once & for all !!!

  Business Response

  Date: 11/27/2023

  To whom it may concern, 

  Based on the description and evidence provided, we do not have enough information to locate the account in question. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:11/16/2023

  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.

  I have a charge on my credit card and cant reach a person. I never made this purchase.

  Business Response

  Date: 11/17/2023

  To whom it may concern, 

  This member has been with Pawp for quite some time on a monthly membership. No attempt to contact us was made prior to this complaint being filed. Members can log into their Pawp account via the ********************** app or ******** to cancel their membership. If you have further questions or concerns, our Support Team is available from 9AM to 9PM Eastern Time, Monday through Friday. A member of our team would be happy to provide further assistance. 

  Sincerely,
  Your Pawp Team 

• Initial Complaint

  Date:11/10/2023

  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.

  PAWP offered a free year of their services to TMobile customers. Apparently, that entitled them to charge TMobile customers $99 the following year. I did not use their service the first free year and I do not want their service going forward. The emails that I sent went initially to my junk mail folder. I recovered it after seeing the $99 charge on my credit card. I contacted them via email And requested cancellation and refund. They agreed to cancel the service but refuse to issue a refund under any circumstances I neither want the service nor can I afford the charge.

  Business Response

  Date: 11/10/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry to hear about your experience with Pawp! We went ahead and verified that your account was set up by you and that you were sent a renewal reminder prior to the trial conversion. If you have further questions or concerns, you can reach our Support Team via live chat or email during regular business hours. 

  Sincerely,

  Your Pawp Team

  Customer Answer

  Date: 11/13/2023

  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:

  I DO NOT WANT THIS SERVICE.  ICANNOT AFFORD IT.  IT WAS NOT APPROVED BY ME. THIS BUSINESS IS INVOLVED IN PREDATORY BUSINESS PRACTICES.  I HAVE NOT RECEIVED A TANGIBLE SERVICE TO RETURN. THIS IS  SERVICE THAT I WILL NOT USE AND DID NOT USE DURING THE ***** PERIOD. PLEASE HONOR MY REQUEST FOR A REFUND.  

   

   

   

   

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

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

  Business Response

  Date: 11/30/2023

  To whom it may concern, 

  Unfortunately, we're not able to issue a refund for canceling after the trial conversion date and time. You can access your membership benefits through the current annual billing period in the meantime. If you have any questions about your membership or accessing your benefits, don't hesitate to reach out to our Support Team!

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:11/07/2023

  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.

  1 year ago, Pawp was introduced to me through one of their affiliate partners, ******** as part of a promo that the cell company was offering. The promo was 1 year membership as part of being a customer of ********. What I did not know is that the billing would be automatically renewed and could not be cancelled after the fact. Apparently PAWP has a 0 tolerance policy on refunds. They claim to have sent me a renewal notice via email ,but i did not receive it or it had gone to spam. (I get over 200 emails a day.) In any event, the moment I saw the charge on my account, I did what any consumer would do and tried to cancel right away, as in the same day of charge, and tell the company i did not want the service. I reached out by phone to find that there was no one to speak with and that all correspondence was handled by a chat bot or messenger. I did reach out and got someone and explained what had happened and they said NOTHING could be done and it was my fault. When is the customer ever wrong? I am looking for a refund because i have no intention of using their service and do not want to deal with a company that does not advocate for their customers. Please help me with resolving and getting this money refunded. IT is BAD business! Any other company that i have dealt with in the past who would have had this issue come up would go ahead and do the right thing for the customer. HELP!!!

  Business Response

  Date: 11/07/2023

  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. A member of our team already verified that your account was sent the renewal reminder ahead of the trial conversion and that cancelation was not completed prior to that date and time. If you have any questions or concerns, our Support Team is available via live chat and email from Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 11/08/2023

  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:

  No refund provided and never recieved an email to show renewal effort.  Please refund. 

   

   

   

   

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

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

  Business Response

  Date: 11/30/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. A member of our team previously verified that your renewal reminder notification was sent and delivered prior to the trial conversion date. Since a cancelation request was not received prior to the trial conversion, a refund won't be made available in this case. We apologize for any inconvenience caused, but you can access your membership benefits at any time through the current billing period. If you have additional questions or concerns, please let us know!

  Sincerely, 

  Your Pawp Team 

  Customer Answer

  Date: 12/01/2023

  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:

  I had never recieved an email regarding the renewal.  Any other company would stand by their customer and understand a need to cancel and refund monies.  I never used trial and have no intention of moving forward with company.  A refund for services is required and I will never do business with this unprofessional company again.

   

   

   

   

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

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

• Initial Complaint

  Date:11/03/2023

  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 canceled my membership the day before renewal time and the website said it was canceled yet Im still being charged support says no sorry we cant help you. You can rest assured I will be telling everyone how horrible a company PAWP is the yearly membership was only used a few times and it was not even a good experience. I want my money back. They are stealing and lying this company is very unethical.

  Business Response

  Date: 11/03/2023

  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, and we'd be happy to assist if you canceled your membership prior to the trial conversion. Please reach out to our Support Team at your earliest convenience with confirmation of cancellation, and we'll do what we can to adjust your account. Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:11/01/2023

  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.

  My card was fraudelently set up on some pawp network thing from my research it shows dog insurance. I have no pets it has showed a number I have not had for over 3 years and no correct email. I sent messages to pawp in regards to this fradulant claim and they said to bad we cant give you your money back and proceeded to ignore me after I swore a few times which I have every right to be angry about!!!

  Business Response

  Date: 11/02/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We previously verified the validity of this account and that proper notifications were sent prior to the trial conversion. If you have further questions or concerns, feel free to reach out to our Support Team. They're available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team

   

  Customer Answer

  Date: 11/07/2023

  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:10/31/2023

  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 company charge my paypal account $99 for a membership I had no idea was still active. When I reach out to them for a refund, and after canceling the membership in the same hour I notice the charge, I was told they do not do refunds. After checking the reviewing they have in the ****** Play Store I have found that this company is know for this scam. Please do something so they do not continue scamming other consumers. I never used their services within the TMobile Tuesday free trial.

  Business Response

  Date: 11/01/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We verified that you signed up for the promotion in question and that you were sent appropriate renewal notifications. Since your membership was not cancled prior to the trial conversion, you were charged. We hope this provides some clarification. If you have further questions or concerns, feel free tor each out to our team via live chat or email. They're available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 11/01/2023

  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:

  This company is nothing else than a scammer trying to take people's hard earned money. The subscription was renew a day prior to the propose renewal date. After finding out my PayPal account was charged, I reach out to the company right away to cancel the subscription and refund the money. The only reason I found out it had renewed is because PayPal send me a notification of a $99 charge from this bussiness. Furthermore, this subscription was base on a free year from ******** Tuesday. Pawp, in order to maintain consumers tide to their scam, did not allow to cancel future charges without voiding the trial period entirely. It is obvious that this company has taken advantage of many other consumers like me, based on the countless negative reviews made against them. I am looking forward to the base class action lawsuit against this fraudulent company. 

   

   

   

   

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

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

  Business Response

  Date: 12/06/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry to hear about the confusion on canceling your membership. You can cancel your membership 24/7 via the Pawp app, or you can contact our Support Team directly. Since your request wasn't made or received prior to the trial end date and time, you'll retain access to your membership benefits through the current billing period. If you have further questions or concerns, don't hesitate to reach out. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/30/2023

  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.

  On October 21, 2023, Pawp unjustly charged my credit card a $99 membership fee, despite their mobile app clearly displaying the membership as free, with the original price of $99 crossed out. There was no communication from Pawp regarding any renewal or change in membership status, and the app continued to show the price as crossed out. Despite multiple attempts to resolve this issue through emails, in-app messages, and reaching out to their CEO on LinkedIn, Pawp has blatantly ignored all my communications and unilaterally closed all my cases. This lack of response and resolution from Pawp is unacceptable and reflects a clear disregard for ethical business practices and customer service.

  Business Response

  Date: 10/30/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. This matter has already been resolved between our mutual client and **. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/30/2023

  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.

  Last year I signed up for a free year of Pawp. I used the service once and was upset because they offered no real advise besides go see your vet so I unistalled. When I uninstall an app I normally cancel any memberships, but I genuinely do not remember if I did. After November 2022 I stopped receiving emails from this company. On Oct 18th I notice a charge on my credit card for $99 for a membership renewal and I reach out to ********************************** to request a refund because I did not authorize this charge. ******** (who seems to be their only email customer service rep because even when I ask for a manager or supervisor he is the only one who replies), stated that they will not refund because I did not cancel before the trial ended. I explained that i was not given the opportunity to make sure I was cancelled because I was not notifed. He claims I was sent an email 9/20/23 and I sent him a scdeenshot showing I had no emails from Pawp since November. Since I was not properly notified ans will not use the service I continued to request a refund. I have since seen many reviews stating the same situation, they were charged without notification with no refund. This company only wants to take money without caeing about their terrible service and rude customer service reps. ** I had received this email I would have immediately cancelled a service that I am not using. I would like a full refund and action taken against this company's flawed policies.

  Business Response

  Date: 10/30/2023

  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.  A member of our team reviewed your account and verified that all notifications were sent prior to the trial conversion date. At this time, a refund will not be provided for canceling after the trial conversion. If you have further questions or concerns, feel free to reach out to our Support Team via live chat or email at any time. They're available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 10/31/2023

  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]

  As I have mentioned many times before, I was not notified of this charge. Your company claims that an email was sent in September and I provided a screenshot of all the emails I have received from Pawp, the last one being November of 2022 until I reached out due to this issues. I have requested a copy of this so-called notification and have not received any proof. I work from home and use my email all day, every day. I can assure you if I had received any sort of notification, I would have made sure this was cancelled well ahead of time. Now your response to my complaint says that there were "notifications" plural, also false. Not only do I not have any notifications/emails prior to the charge, I have no receipt of the charge! Nor has a receipt been provided since I first communicated my complain on October 18th. And lastly, the schreenshots I have provided of negative reviews on ****** play also show that I am not the only one who has been scammed and have not received any email notification. So once again, I do not accept your answer and demand a full refund.

   

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

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

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  Thank you for taking the time to provide a response. We've verified with our ***** Service Provider that the email in question was sent and delivered to your email address on file with us. Let us know if you have any additional questions or concerns. 

  Sincerely,

  Your Pawp Team