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: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.

  I Canceled the subscription at the same date I was charged. I dont want it. But the support keeps telling me Im not eligible to a refund. What kind of company does that?

  Business Response

  Date: 10/30/2023

  To whom it may concern,

  Thank you for taking the time to reach out. A member of our team took a look at your account, confirming that appropriate notifications were sent about the renewal prior to the trial conversion. Since your cancelation was not requested or processed until after the trial conversion, a refund won't be provided. You'll retain full access to your membership benefits through the current billing period. Feel free to reach out to our team via live chat or email if you have further questions or concerns. Our Support Team is available Monday through Friday, 9AM to 9PM Eastern Time.

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:10/30/2023

  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 received this promotional offer through my previous cell phone provider and I tried to cancel the service numerous times, but their app wouldnt work. I never used the service as the app never worked. I cant even remember when I signed up giving them my card information, so it was a shock to see this pending charge on my bank account. I kept uninstalling and reinstalling the app and kept hitting cancel membership and finally received a confirmation on the 20th. I should not be penalized because their app is faulty and I never used their service. I am being charged for a service I never used and was never able to use because their app didnt work, that is fraud. I have contacted the business about this and they just threw their obscenely ridiculous terms and conditions at me. Per our Terms of Service, we're unable to provide a refund for membership fees under any circumstances.Yet they said if I have evidence of a cancelation, such as a confirmation email, please forward the information to them as soon as possible so that they can provide assistance. I did immediately and they said it was after my trial conversion. That is incorrect because my trial didnt start till the 20th as again there were issues with the app which I contacted the company about and have the correspondence showing this.

  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. We asked for evidence to substantiate that there were any issues with our app at the time of cancelation and did not receive an adequate response, nor was there any communication prior to the trial conversion about any potential issues. For that reason, and since the membership was not canceled prior to the trial conversion, a refund won't be provided. You'll retain access to your membership benefits through the current billing period, and no further charges will occur. If you have further questions or concerns, you can reach our Support Team via live chat or email 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As I mentioned I tried canceling through your app and this was the response I got, but it said the membership was still active. I have attached a screenshot.

   

   

   

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

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

  Customer Answer

  Date: 12/08/2023

  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:

  [Your Answer Here]

  The screenshot I sent is from your app and as I mentioned I tried to cancel on your app before the trial conversion and received the confirmation I already sent. Your app was clearly not working properly as I tried to cancel numerous times before the conversion date and I even sent an email saying I was having trouble with your app. I should not be penalized because your app wasnt working properly when I tried to cancel  

   

   

   

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

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

  Business Response

  Date: 12/13/2023

  To whom it may concern,

  Thank you for taking the time to reach out. We've reviewed your account and determined that no error occurred within the Pawp app, nor were any potential issues brought up to us at that time. We track error and data logs in our app to ensure that no cancellation or other requests are missed or left unprocessed. This account was not canceled prior to the charge date and time, and this was not the fault of our app or our team. If you have further questions or concerns, please reach out to our Support Team at any time. 

  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.

  In October 2022, I signed up for a free trial for the Pawp app. My dog was old and sick and shortly after this free trial I realized she was not going to make it too much longer. I never registered her as my pet on the Pawp app and never even used the service. When my dog passed away, and I saw that I still had the app on my phone, I cancelled the trial and deleted the app. This should have been around April 2023. I realized this month, October 2023, that Pawp billed me $99.00 for the service. I cancelled this service because I no longer have a pet and trusted that the cancellation would have went through. I contacted customer service and told them that I already cancelled, but they said I need to send them "proof" that I cancelled. I guess I should have taken a screenshot before deleting the app? I just want a refund for the service that I already cancelled, that I never once used, and that I will now not ever be able to use in the future.

  Business Response

  Date: 10/30/2023

  To whom it may concern,

  Thank you for taking the time to reach out. We took a look at your account history and were able to verify that your membership was canceled after the trial conversion rather than before it.We hope this provides some clarification. If you have any additional questions or concerns, feel free to reach out to our Support Team via live chat or email during regular business hours. They're available 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:

  I do not accept the response from the business because the free trial was cancelled before the renewal and I was charged anyway.  Why would I keep a service that is specifically for care of pets when I no longer have a pet and have not had a pet in months?  I have made my credit card company aware of this charge since this company does not seem to be doing the right thing for many people who have made complaints on the app as well as on the BBB website.  

   

   

   

   

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

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

  Business Response

  Date: 11/10/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry for your loss. Please accept our condolences from everyone on the Pawp Team. Unfortunately, it doesn't look like you provided that context when you reached out to our Support Team initially. Since you've since disputed the charge in question, we have to let that process play out before we're able to do anything with your account. If you have further questions or concerns, feel free to reach out to our Support Team via live chat or email. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/30/2023

  Type:Order 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's mobile app said that my membership was free due to a partnership with tmobile. ******* app even had the price of $99 crossed out with the word "free" next to it. When pawps email to notify me to renew the price was still crossed out. Looking exactly like it did when i signed up. Giving the false impression that ******* was still offering free promotion and no money would be charged. All my other ******* promotions continue for multiple years no problem. PAWP *********** is unreasonable and provided a bait and switch using misleading information. I also contacted them in less than a few hours of being charged. However, they informed me there's no refunds, and basically i were to be stuck for an entire year of $99 is ridiculous to me.

  Business Response

  Date: 10/30/2023

  To whom it may concern, 

  Thank you for taking the time to reach out! You can view the terms of the promotion with ******** and Pawp in the ******** Tuesdays app or via pawp.com. As stated in those materials, the membership fee is covered for the first year and is then your responsibility beyond that. We reviewed your account and confirmed the appropriate notifications were made prior to the trial conversion. If you have additional questions or concerns, feel free to reach out to our Support Team via email or live chat. They're available from 9AM to 9PM Eastern Time, Monday through Friday. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/27/2023

  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.

  I didnt sign up with pawp they claim I had signed up a year ago with ******** and they charged me $99 for a renewed memebership I claimed I never signed up but they said it was due to ******** I dont use this service the service is $99 for phone call visits which I dont need or use I contacted pawp explaining I didnt agree nor signup they wont refund me the money nor help they claim Ill have membership till the year but I already explain I never agreed nor signed up. They state their terms and conditions claim otherwise but I noticed their terms and conditions updated after they claim I even signed up I never agreed to anything let alone the terms and conditions Im seeking a refund and no business to ever be done with this company its misleading and scamming

  Business Response

  Date: 10/27/2023

  To whom it may concern, 

  We're sorry for your negative experience with Pawp. Thank you for taking the time to reach out. We verified that your signup was completed with the credentials provided. We additionally emailed you a renewal reminder prior to the charge date. We'd be happy to discuss this further if you have additional questions or concerns. Feel free to reach out to our Support Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 11/02/2023

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:10/27/2023

  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.

  Roughly 2 months ago i went online to cancel my Pawps membership (as I do not use it). At that time, the price was crossed out, leaving me to believe it was free just like the 1st year-so I didnt not cancel. I received notification of a $99 charge from Pawp on my credit card. I messaged Pawps to cancel and asked for refund. They canceled membership but refused my refund. The crossed out price lead me to believe this was free.

  Business Response

  Date: 10/27/2023

  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. A member of our team verified that your account was canceled six days after the trial conversion. If you canceled your membership prior to that date, please contact our Support Team with evidence at your earliest convenience. Otherwise, you'll retain access to your membership benefits through the current billing period. We hope this clarification helps! 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 11/05/2023

  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:

  1-when I got notification of my renewal, I went on website to cancel. At that time the price of 99 was crossed out! Leading me to believe it was free, there I did not cancel at that time. This is misleading, you crossed out the price and then still charged.

  2-when I did see the charge on my credit card, I same day messaged to canceled-which was within the 6 days.

   

  Please revere this fee, my membership is canceled. Your charge was dishonest. Not only was it dishonest, it is not worth it.

   

   

   

   

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

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

  Business Response

  Date: 11/29/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. The six-day timeframe referenced in the previous message doesn't have anything to do with our cancelation and refund policy, and we would appreciate clarification on that mention. A refund will not be provided for canceling after the trial conversion. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/27/2023

  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.

  I am writing this review to express my disappointment with the PAWP membership and the unexpected charges associated with it. I had initially signed up for a free yearly membership through a ******** Tuesdays promotion but never utilized the service. To my surprise, after a year had passed, I discovered that my credit card had been charged without my knowledge or consent due to no longer using associated email. Despite my attempts to resolve the issue with PAWP's customer support through chat, a refund was denied. As a result, I will have to take the necessary steps to file complaints with the Better Business Bureau (BBB), the ************************ (FTC), and the ****** of ******** Protection Laws. These actions are to ensure that my consumer rights are protected and to bring attention to the charges I have incurred.It is disheartening to encounter such practices, where customers are charged for services they did not actively use or choose to continue. I hope that by sharing my experience, other potential customers will be aware of this issue and exercise caution when considering a PAWP membership.I encourage PAWP to reevaluate their refund policy in cases like mine, where customers have not utilized the service and were unaware of ongoing charges. Transparency and fair treatment of customers are essential for building trust and maintaining a positive reputation in the marketplace.Overall, my experience with PAWP has been unsatisfactory, and I advise others to carefully review their terms and conditions before entering into any membership agreements.The amount of customers with same issue that left 1 star reviews is absolutely terrible and shows that Pawp does not value and simply heartless and only money ***************************** was email associated with PAWP account.

  Business Response

  Date: 10/27/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry for your negative experience with Pawp. Your email address on file received the renewal reminder prior to the trial conversion date, and you can update your account information 24/7 via the Pawp app. Because a cancellation request was not submitted prior to the trial conversion, no refund will be provided for the associated charge. Feel free to reach out to our team with any additional questions or concerns. We hope this clears up any lingering confusion. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/27/2023

  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.

  I went in to cancel my membership about a month back. According to them they have no record and they charged me. I have literally never used their services once and dont intend on using their services. They decline to give me a refund and then told me I had to wait two days to speak with a supervisor.

  Business Response

  Date: 10/27/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. We're sorry to hear about your negative experience with us. A member of our team reviewed your account, and we weren't able to identify any prior cancelation requests. Our system does track interactions with the cancelation flow, and if we see any errors or potential issues arise, we will proactively reach out to members to confirm their intentions. In this case, nothing was amiss with our system, and we haven't received any evidence of a prior cancelation request. If you have further questions or concerns on this matter, feel free to reach out to our Support Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:10/26/2023

  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.

  The service charged me with an entire year and does not offer refunds. I will not use the app at all and explained and received a chat saying they do not offer refunds at any circumstance. You cannot even get someone available through the phone. It's all through chat. The service itself is not accurate. I have received false diagnosis several times.

  Business Response

  Date: 10/26/2023

  To whom it may concern, 

  We're sorry to hear about your experience with Pawp. To be clear, our Veterinary Professionals do not render or claim to render a diagnosis of any kind via our platform. A member of our team reviewed your account to ensure that all proper notifications were made about the impending renewal. Since your membership was not canceled prior to the trial conversion, a refund won't be made available to you. Your membership has since been cancelled, and you'll retain full access to your membership benefits through the current billing period. If you have further questions or concerns, please reach out to our Support Team at any time. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/25/2023

  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.

  Complete scam. Had a one year free membership through ******** Tuesday which adds itself to your apple subscriptions which i canceled within a week of starting it last year. And i find a charge on my account yesterday for 99$. As a disabled gentleman who already has an insurance for my working dog. I can not afford this as i am on a limited income and they claim i had to cancel on the app. So their scam is if you cancel on apple subscriptions, which is all you need to do, and somehow dont know that despite deleting the app, you have to find a way to cancel within the app, they will charge you anyway. Im have contacted them multiple time and they are not reachable they are basically just a copy and paste robot.

  Business Response

  Date: 10/26/2023

  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 Pawp. 

  Sincerely,

  Your Pawp Team