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:10/25/2023

  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.

  I had signed up for a one year complimentary trial with Pawp through ********* The complimentary trial ended and my Credit card was charged for the $99.00 annual Pawp membership fee on October 18. I noticed the charge pending on my credit card on October 19 and immediately sent an email to Pawp to ask them to cancel my membership and refund the $99.00 fee. I received a reply stating that per their terms and conditions they would not refund my $99.00 membership fee. I replied to them stating that I had never used their services during the trial period let alone since October 18 when the membership renewed. They still refuse to refund my money. They did offer to refund my credit card 25% of the fee which I did accept to try and recover some of the money that I feel they are stealing from me.Please assist me with recovering the money that Pawp is refusing to refund to me.Thank you.

  Business Response

  Date: 10/26/2023

  To whom it may concern,

  Thank you for taking the time to reach out. We've verified that your account received the proper notifications about the renewal prior to the charge occurring. Since your account was not canceled prior to the renewal date, we're unable to provide a refund on this charge. Your account has been canceled, but you'll retain full access to your membership benefits through the current billing period. If you have further questions or concerns, don't hesitate to reach out to our Support Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 10/30/2023

  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 

   

  This is unacceptable and your cancellation policy should not be allowed by law and you should not be in Business. It is a very sad state of affairs that you cannot retain your customers without trapping them into a membership and you will not let them cancel because of your stupid, unfair policy. I contacted you immediately once I saw that you had charged my credit card to cancel this membership which I have never used. I am going to be sure that I let as many people know not to use your services because of your ridiculous cancel policy. 

   

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

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

• Initial Complaint

  Date:10/24/2023

  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.

  fraudulent charge I did not authorize a payment on my card ending in ******************************************* **** they withdrew money from my credit without authorization.

  Business Response

  Date: 10/26/2023

  To whom it may concern, 

  We've already rectified this matter with our mutual client after the submission of this complaint but prior to receipt. If they have further questions or concerns, they can reach out to our Support Team at any time. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/24/2023

  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.

  I originally signed up for Pawp on a promotion with TMoblie through the year that I had the service for free I never used it and did not intend on renewing the membership. According to the company they sent an email of the upcoming renewal fee of ***** which quite frankly I dont remember receiving had I the Pawp would have been canceled. When I saw the charge on my account I immediately reached out to the company with no real answer felt like I was emailing with a bot. Asked to speak to a manager that never happened either. I would like to speak to someone from the company and resolve the situation. I feel that they have stolen almost 100 dollars from me for nothinfy

  Business Response

  Date: 10/26/2023

  To whom it may concern, 

  Thank you for bringing this to our attention. We're sorry to hear about your negative experience with Pawp! A member of our team went through your account history and verified that proper notification was sent about the renewal, prior to your account being charged. We'd be happy to provide further clarification on this matter if you'd like to reach out to our Support Team. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:10/23/2023

  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.

  I download the app a year ago. Canceled it a month later. Then they automatically charged my account $99.00 dollars without my authorization. I try calling. But there is no # number to call. They only response through emails or texts.

  Business Response

  Date: 10/24/2023

  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 were given authorization to charge your payment method on file when you signed up for the promotional offer, and we don't have a record of a submitted cancellation request. If you have proof of sending this request prior to the charge date, we'll review your account again for a refund immediately. Our Support Team is available Monday through Friday 9AM to 9PM ET. 

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:10/20/2023

  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'm incredibly upset with PAWP and their customer service. My subscription with ********************** was free through a ******** deal, but after a year of service (or lack of use thereof) I had been charged $99 for another year. I received the renewal notice via email a few days prior, but the email didn't specify the amount that would be charged. I also went to my online account to double-check how much the renewal would be - again, there was no specified amount and instead appeared to be free again through a ******** deal. It was purposefully misleading that my renewal would be free, so that PAWP can continue to trap customers like myself into paying. I reached out on the renewal day to ask for a refund but the customer service rep refused to provide a refund under any circumstances. PAWP intentionally tricked users into paying the renewal fee and was unwilling to refund any amount. They continued to redirect me to the ******** agreement, but a transparent company would have listed the membership renewal fee in the email notice if not in the account dashboard. These are scam tactics and I do not recommend doing business with them.

  Business Response

  Date: 10/24/2023

  To whom it may concern, 

  We're sorry that we weren't able to meet your expectations in this instance. Thank you for taking the time to reach out. We made the promotional terms as clear as possible at the time of the offer and post-signup. Our Support Team will review the conversation you had with our team and may reach back out for further information or clarification. If you have any questions or concerns, in the meantime, please reach out to our team via email or live chat at your earliest convenience. 

  Sincerely, 

  Your Pawp Team

• Initial Complaint

  Date:10/20/2023

  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.

  Using ******** and their ******** Tuesdays gimmick, they Pawp fraudulently obtained my financial information, enrolled me without consent to some service to "try out", and after zero communications a year later, they used said bank information to charge me $99, again with no consent. When I reached out through the only method provided (phone numbers are false) on their app, they refused to let me talk to a supervisor and refund my money for a service I never signed up for, never used, wasn't aware I was a part of, and that I never intend to use, as their service is clearly a scam. They refuse to communicate and even after threatening to seek the help of the BBB, they continue to be obstinate. Please help.

  Business Response

  Date: 10/24/2023

  To whom it may concern, 

  Thank you for reaching out! We're sorry to hear about your experience with Pawp. A member of our team has manually verified that the account in question was created properly at the time of signup. Authorization for the charge in question was provided at the time of signup. Additionally, your renewal reminder email would have provided further clarification on the impending charge prior to said charge going through. We cannot input members' financial information for them, and any financial information we have has been provided by individual members for their individual accounts. If you need further clarification or assistance, please reach  out to our Support Team. 

  Sincerely,

  Your Pawp Team

  Customer Answer

  Date: 10/26/2023

  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 business is lying, flat out. I never authorized any charge to my DEBIT CARD, of all things. I never make purchases online using my bank card. They clearly obtained the information ILLEGALLY through ********* who was featuriing this grift in their ********* Tuesdays" campaign. Simply clicking to check out a service through the ******** app is not agreement to anything. Furthermore, as my email records, including spam, show -  there was NEVER any warning email regarding inpending charge. To add insult to your organization, BBB, the response you received is an AI carbon copy of the one sent to me, as shown in attachments that have the correspondence I had with their AI "support". As you can see, further pressure to talk to someone in charge resulted in complete ignorance. 

  Again - I have never agreed to this scam service, never used it, and never intend to, as I have a qualified ACTUAL veterinarian. I have also opened an investigation with my bank, and will bring to light that this is a scam service, probably based in *****.

   

   

   

   

   

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

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

  Business Response

  Date: 11/03/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. Pawp is a US-based company, and none of our Support Team duties are carried out by artificial intelligence. We simply cannot take payment information and create an account out of thin air; that's not how our system works. All memberships are created on the member's end, and we can verify this account was created by the member in question previously. If you have additional questions or concerns, don't hesitate to reach out. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/20/2023

  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.

  Got a ******** membership with Pawp, I wasnt impressed and Im positive I canceled, they dont make it easy to cancel and I guess somewhere alone the way it didnt actually end service, I was charged today and when contacted they was more than happy to help me cancel but also keep my money. Told me they dont do refunds no matter what, odd I can cancel after they take money they refuse to give back

  Business Response

  Date: 10/24/2023

  To whom it may concern, 

  We're sorry to hear about your experience with Pawp! Thank you for taking the time to reach out. We'd be happy to provide assistance on this matter. Please contact our Support Team with a quick description of your issue as well as proof that your membership was canceled prior to the charge date. If we're able to verify this information, we'll get this matter sorted out very quickly. We're available Monday through Friday, 9AM to 9PM Eastern Time. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/20/2023

  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.

  I signed up though a 1 year free trial for Pawp and did not like the service. I turned off Auto-renew and moved on with my day. A year goes by to 10/18/2023 and the company charges me $99. l know for a fact 1 turned off auto renew because I saw the conformation on the page, but they did not send a confirmation email. I reached out to their support team thinking this was just a mistake and they should reimburse me but they refused. I even asked to escalate to a leader and was just given a separate agent with no titles. I know for a fact it was a different agent because I sent 2 separate emails to the support team and was given 2 different names. All I am asking for is my money back. This issue has caused a financial hardship to my family which I expressed multiple times. $99 may not seem like a lot to some but to my family it means everything. That is grocery money for my wife and young daughter. Please help. I am a ************ Veteran and there are not many jobs I can do. Please help me and my family.

  Business Response

  Date: 10/24/2023

  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 completed a manual review of your account, and we'd like to clarify how auto-renewal works with Pawp. There is no option to turn off auto-renewal on an account, rather that would require canceling your membership. We took a look back at every communication you've been sent and every account-based activity that occurred within the Pawp app. Unfortunately, we weren't able to identify a cancellation request or any prior conversations about canceling your membership with our Support Team prior to the trial conversion. If you have further questions or concerns, feel free to reach out to our team. We're available from 9AM to 9PM Eastern Time, Monday through Friday. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 10/25/2023

  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:

  Because the business did not properly offer the ability to turn off Auto-Renew I would like a refund of the $99 fee. Furthermore- I properly asked the support team to communicate with a supervisor and just had another agent respond instead. That is extremely misleading of customer trust. No titles or anything on the signature lines. This is unethical business practices and I deserve a refund for it. 

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

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

  Business Response

  Date: 11/28/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. As noted in our Terms of Service and ************ you can indeed turn off auto-renewal by canceling your membership prior to the trial conversion date and time. If the membership was canceled prior to the charge date, no charge would have occurred. We'd be happy to clarify any further details if you want to reach out to our Support Team during regular business hours. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 11/30/2023

  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:

  The business counts on individuals forgetting the auto renew date so they can charge. I feel this is a horrible practice especially in the times we're I'm because that money was desperately needed for critical needs! When I asked to escalate the matter I was pushed to another agent as you can see in the previous screenshots provided. I did not have my matter escalated for review as they said they would. I would like full refund of this situation from Pawp. 

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

• Initial Complaint

  Date:10/19/2023

  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 was given a 1-year "free trial" membership to Pawp by ********* The app has too many questions, takes too long, and is not user friendly. Hence, we never really used the app. Pawp automatically charged $99 on last day of the free trial. Requested cancellation and refund on this same day, 1 year **** as no appts were ever made. Pawp replied, "Per our Terms of Service, we're unable to provide a refund for membership fees under any circumstances." There is no customer service phone # and the cancellation process is convoluted. Appears to be a SCAM.

  Business Response

  Date: 10/24/2023

  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. Our cancellation process is accessible 24/7 via the Pawp app and can be completed within a few taps. Prior to the renewal date, we contacted you via email with a reminder about the upcoming charge, and cancellation was not completed prior to the trial conversion, which is based on 365 days from the date of signup. If you have further questions or concerns, feel free to reach out to our Support Team at any time. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/19/2023

  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 CHECKED MY CREDIT CARD STATEMENT TO*** AND NOTICED A PENDING CHARGE OF $99 FOR ONE YEAR OF PAWP. I HAD A FREE ONE YEAR TRIAL THAT I DID NOT KNOW WAS SET TO RENEW TO***. I CONTACTED THE CUSTOMER SERVICE VIA CHAT AND **** SAID THEY DO NOT GIVE REFUNDS IN ANY CASE AND THAT I'D HAVE ACCESS TO PAWP FOR THE NEXT 365 ***S. I DON'T WANT TO KEEP USING IT. I WANT A REFUND SINCE I NOTICED THE CHARGE ON THE *** THEY CHARGED MY ACCOUNT.

  Business Response

  Date: 10/24/2023

  To whom it may concern, 

  We're sorry to hear we didn't meet expectations in this case. Thank you for taking the time to bring this to our attention. As stated in the promotion terms, your free trial would convert to a paid membership. We additionally emailed you a renewal reminder prior to the trial conversion date and time. A refund won't be offered at this time with these things in consideration. Your membership benefits remain accessible through the current billing period, and we'd love for you to check them out! If you have further questions or concerns, please don't hesitate to reach out to our team at any time. 

  Sincerely,

  Your Pawp Team