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:10/19/2023

  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.

  Today 10/19/23 I was charged on my debit account for $99.00, which is Pawps annual subscription fee. I cancelled this subscription several weeks ago before I knew it would renew. This debit card was not on file, the only card this business had was my credit card. I removed my debit card in case they attempted to charge my accounts. I have attempted to contact via call, *************** their online chat, to no avail they will not contact me back. The business shouldnt have had access to my debit card after my cancellation in early October but yet they still charged my account that was NOT on file. Photos attached show the card on file, the card charged ended in ****. Photos also attached show the declination of my credit card yet they charged my debit card instead, which again was NOT on file any longer so they should not have had access to it.

  Business Response

  Date: 10/24/2023

  To whom it may concern,

  We're sorry to hear about your negative experience with Pawp. Thank you for bringing this to our attention! A member of our team went back and confirmed a few details: your membership wasn't canceled prior to the trial conversion. If you have any evidence to the contrary, please forward it to us as soon as possible so that we can rectify this situation. Additionally, our Support Team has responded to each message we've received from you, so please check your inbox for those responses. If you have any further questions or concerns after reviewing this information, don't hesitate to reach out. 

  Sincerely,

  Your Pawp Team

• Initial Complaint

  Date:10/19/2023

  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.

  After using the service in November of 2022 I realize it was not worth having the service and promptly canceled it. Fast forward to this month October 20th 23 I received a charge of $99 on my credit card. I went back to the app and to my surprise it showed my membership still active even though I canceled it.I reached out to customer service to let them know I had already canceled it over a year ago and they said I would need to provide proof mind you they do not send cancellation emails so no way for me as a customer to verify it.I tried to work with them however customer service is not about customers and refused to assist me so I advise I would be filing a fraud request with my credit card company and I would provide for views so others would not end ** in my situation.

  Business Response

  Date: 10/24/2023

  To whom it may concern,

  We're sorry to hear about your negative experience! Thank you for taking the time to reach out. Our Support Team would be more than happy to review your account again. Please forward evidence of your cancellation request or attempt, and we should be able to do something about this situation. The Support Team is 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:

  I have already spoken with them about this. They do not send confirmation emails of cancellation. I didn't take a screenshot when I canceled it because who thinks to do that. Well at least until something like this happens. There is no way for me to prove this and I feel it is somewhat intentional.

   

   

   

   

   

   

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

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

  Business Response

  Date: 12/01/2023

  To whom it may concern,

  The membership in question was not canceled in November 2022. If you have evidence of said cancelation, please forward it to our Support Team as soon as possible. 

  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:

  Yes I did cancel it in November of 2022 on the app. As I have mentioned directly to your company and online your company does not send cancellation confirmation emails so therefore I have no way to prove it.

   

   

   

   

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

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

• Initial Complaint

  Date:10/19/2023

  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 went on their website to cancel my account a few weeks ago. They have two different type of payments. One for extra insurance and the other for membership. I thought I canceled everything but their website/app is confusing and misleading. When I was charged $99 today 10/18/23 for an annual membership I emailed immediately to request a refund as I thought I had canceled the entire thing weeks ago. They refused the refund.

  Business Response

  Date: 10/24/2023

  To whom it may concern,

  Thank you for taking the time to reach out. We're sorry for any confusion on the cancellation process. Our app is set up in a way that should clearly explain the difference between canceling your base membership and canceling any add-ons you have, like the *************** We send out - and did send out in this case - a confirmation email for canceling of the ************** add-on. That email will always clarify what has been canceled and what has not been canceled. If you have any further questions or concerns, feel free to reach out to our Support Team via live chat or email. They're available from 9AM to 9PM Eastern Time Monday through Friday. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:10/19/2023

  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 signed up unwittingly for a free trial for Pawp with my cell phone company for the pet insurance. I never used the app because the pet died. I check my bank account on 10/18/2023 and see a charge coming through my account for $99 and look into it. The account was set to renew on 10/18/2023. I NEVER received any notice that they would be taking money out of my account. I don't even know how they got my bank information other that through the cellular company. I called today on the day that it renewed and they will cancel for the end of the cycle and not return the fee. I am being made to keep a service for a pet that is deceased. I was told they would not return the fee for any reason. I would like others to know about this and maybe get my fee back as I did not receive a notice nor remember this program for my pet thar passed a year ago.

  Business Response

  Date: 10/24/2023

  To whom it may concern, 

  We're sorry to hear about this negative experience with Pawp. Please reach out to our Support Team via email so that we can investigate this further. 

  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:

  [Your Answer Here]

   I did contact the support for PAWP on the date it was to renew.  I have attached the email conversation with pawp. 

   

   

   

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

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

  Business Response

  Date: 12/03/2023

  To whom it may concern, 

  The account in question was fully set up at the time of signup. The membership has been canceled, and no further charges will occur. 

  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:

   As i have stated the setup was with a free thing through my cellular company.  I never completed the setup for my pet as she died. The renewal date was 10/18/23 and I was contacting you on that day as I never received notice, that I could find in my email that you would be take a payment from me. I did not even remember about this service because of my cat dieing.  This was $99 that I could not afford for you to take and was notifying you as soon as i found out about it.  I would like my money back as this is a service I am not able to use.

   

   

   

   

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

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

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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.

  Pawp's mobile app said that my membership was free due to a partnership with ********* The mobile app even had the price of $99 crossed out with the word "free" next to it. When pawp reached out to notify me to renew the price was still crossed out. Giving the reasonable impression that ******** was still offering free promotion and no money would be charged. The company is unreasonable and provided a bait and switch using misleading information.

  Business Response

  Date: 10/21/2023

  Hey there, 

  Thank you for taking the time to reach out. While we believe the offer terms of the promotion were made clear pre- and post-signup, we can understand your confusion here. Our Support Team has terminated and refunded your most recent membership fee as a courtesy. We apologize for any inconvenience here. If you have further questions or concerns, please email our Support Team at your earliest convenience. Otherwise, we hope you have a wonderful weekend. 

  Sincerely, 

  Your Pawp Team 

  Customer Answer

  Date: 10/24/2023

  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:10/10/2023

  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.

  Cancelling the service after a free trial is something I did, but the company still charged me. They sent an email after cancellation with an email that looks from the outside that the membership was cancelled, saying that they had enjoyed giving a service. After they charged me after I cancelled I went back and checked the email but the email says that I need to go to a certain link to cancel, even after I cancelled on the website. So many people have had the same problem. The charge $100 with no refunds. This company is a scam. After cancelling on the site , and receiving confirmation email it should be cancelled.

  Business Response

  Date: 10/13/2023

  To whom it may concern, 

  The membership in question was not canceled prior to the trial end date. The email referenced in the complaint plainly states that the trial is coming to an end and must be canceled prior to the trial conversion date to avoid a charge. As noted in our Terms of Service and at signup, trial memberships are non-refundable once they've converted to a paid membership. Since that membership was not canceled prior to the charge date in this instance, no refund will be provided. Our member is encouraged to utilize their membership benefits throughout the remainder of the billing period. They won't see any further charges unless they opt into a subscription purchase or a one-time Pharmacy purchase. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:08/23/2023

  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.

  Date 7-31-23_Time: ****am I chatted with pawp( ***** LVT) due my dog ****** throwing up. ***** recommended that I limit her water intake and feed her ***** diet for at least ***** hrs and that if she did well to slow transition my dog back to normal diet and after trying all this steps it would be best to have seen by a local vet on physical exam . (Please see file 7-31-23)Date 8-3-2_ Time: 17:39pm I chatted with pawp (*** LVT) and advised that my dog was still throwing up as we were approaching at least the 72hrs. I asked how to activate the emergency fund and she stated they don't activate fund anymore and gave me a link to file and to take her to vet. I told her I would do but still following instructions from Pawp ***** at least 72hrs. On 8-4-23 ***:14:44pm I chatted with pawp(Dr. *****) and informed him that I was taking my dog to vet as she was not getting better after at least 72 hrs has passed and she was not doing well per (**************) on 7-31-23. He said ok take her in.On 8-4-23 Time: 3:00pm **** was seen by ********************* and per Dr. **** per the doctor **** had a life treating condition and would need to have surgery but swelling would need to come down first , before they could proceed for surgery the following day due to her swelling.I submitted for the reimbursement and they have denied it on false pretenses: Denial Response (Attached) 1. They say I did not take dog within 8hrs.(In which is not the case as I notified on 8-4-23) 2. The emergency fun cannot cover any scheduled appointments routine care , anticipated procedures or scheduled surgeries ( No this surgery was not scheduled ) ************ from ********************* is willing to speak to whom whoever regarding this emergency situation **************** Ph ************ Email: ****************************

  Business Response

  Date: 08/23/2023

  To whom it may concern, 

   

  We appreciate our member for reaching out. It looks like our Medical Review Team is currently looking into this situation and is in the process of providing a response. For that reason, we're unable to provide any additional information here at this time. We apologize for the inconvenience, and our Medical Review Team will be in contact soon. 

   

  Sincerely, 

  Your Pawp Team

• Initial Complaint

  Date:08/21/2023

  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.

  My pet became ill. I received verification from Pawp.com to utilize the emergency fund. My pet died. The total I spend was approximately $1100. Furthermore, Pawp..com states that they cover cremation costs up to $250. Pawp sent me verification that I was only approved for $176 then upon trying to contact them, of course, no one replied. Upon entering my ACH information to received the pathetic it stated, "ERROR Cannot submit payment for this claim" AFTER Pawp sent me authorization to pay me. This company is a scam. Not only am I mourning the loss of my pet, now I am financially having to struggle because Pawp ripped me off. And of court the Pawp, Inc. phone number listed on this BBB page is an unworking number.

  Business Response

  Date: 08/23/2023

  To whom it may concern, 

  Thank you for taking the time to reach out. There is no activation process for the ************** as all treatments are reviewed for coverage after treatment is completed, paid for, and submitted to us for reimbursement. We've gone ahead and alerted our Medical Review Team to the error message you received in accepting payment, and - if this situation hasn't already been rectified - they'll work to correct any lingering issues. Our Team remains accessible via live chat and email during regular business hours at **********************************. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:08/16/2023

  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 followed the Pawp guidelines in taking my dog to immediate medical care. I took him to the emergency vet hospital that opened right in the morning. Their guidelines say need to be within 8 hours of vet assessment but none were open and I communicated this. Looking for reimbursement for my financials spent that did go by their standards for my very sick dog.

  Business Response

  Date: 08/21/2023

  To whom it may concern,

  We appreciate ***** for reaching out on this matter. Our Medical Review Team has had extensive conversations with our former member on this matter. Unfortunately, the Pawp ************** cannot be used in situations where the 8-hour admittance requirement is not met. Based on our former member's location, there are 24-hour veterinary clinics within 45 minutes of their home address. Coverage will not be provided for this reason as well as a combination of other factors that have been made clear to *****. We're sorry we weren't able to meet expectations in this case!

   

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 08/23/2023

  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 company did not try and provide ongoing support. I was told to bring my dog into a hospital to be seen. I told the vet tech that nothing was open and that I called several places. I was told that taking him right when one opened would be okay. I even asked because it was out of their 8 hour window and I was needing assistance around 1030/11pm. There were not any open animal hospitals within 45 minutes of my house. There normally is one open and I called and no one answered the phone at the animal clinic in Scarborough. I called them 12 times and left voicemails. They were not open. My dog required vet support and immediate medications. I believe strongly that the company should support their clients when they follow their guidelines to the very best of my ability given what resources I had. I do not feel that this company honors their clients who pay monthly for this supportive care. I have been a member for a long time and have never needed this hospital support before. I am asking to be compensated in some way for the troubles I have gone through. I canceled my membership with this company after this happened because I feel so strongly that they are not honoring what is right by the animal and caregiver. I have paid well over what I was looking to be covered. I submitted everything they wanted, jumped through hoops, had open communication with their staff about what hardships I was facing in regards to hospitals being open. Their staff said that I needed to bring him in when one became open. I did just this. It is not ethical that they then turned around and told me my dog didnt need care but he wasnt emergent. Their vet tech made me take a rectal temperature of my own animal, and told me that his temperature was high. My dog then required antibiotics and pain meds 2x daily for 3 weeks to fix his illness. So no, I am not accepting an automated reply via email from a company who told me I would have the support when I needed it. 

   

   

   

   

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

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

  Business Response

  Date: 08/30/2023

  To whom it may concern, 

  We're sorry to hear that ***** had a negative experience with Pawp! It looks like ***** requested to cancel her membership quite some time ago after our Medical Review Team explained the ************** Rules & Regulations. The ************** requires that pet owners have their pets seen for treatment within 8 hours of contacting our veterinary professionals, and that requirement was not met in this case. Based on ******* location, at least one 24-hour emergency clinic is available within a 45-minute drive of her location. We're not able to provide coverage for situations where care is not sought in a timely manner. Feel free to reach out to our Support Team if you have further questions or concerns. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:08/08/2023

  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.

  We purchased Pawp pet insurance a few months ago. Our dog had an emergency and they still wouldn't pay for it. They said it didn't qualify as an emergency and we waited a day or two to get care. However when we spoke to their vet again about our dog still having diarrhea their vet still said to just watch her. It's a scam... They find ways to contradict themselves so they don't have to pay. I'd like a refund for all the money we've paid to them so far or for them to cover our dogs animal hospital bill.

  Business Response

  Date: 08/11/2023

  Hi there, 

  We've previously discussed this matter with our mutual client in detail. The ************** provides reimbursement for severe, potentially life-threatening medical emergencies where care is sought as soon as symptoms arise. We're not able to cover situations that fall outside of this definition or fall outside of our remaining Rules & Regulations. A refund won't be provided for use or non-use of the **************. We're sorry we're not able to meet our mutual client's expectations in this specific situation, and they can reach out to our team at ********************************** at any time. 

   

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 08/11/2023

  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:

  [Your Answer Here]

   They said because I waited 2 to 3 days for care yet they told me to monitor symptoms... We took her to the emergency vet because I called our normal vet and they said they were fully booked but with the diarrhea and the red splotches literally all over here that we should go to the emergency vet. 

   

   

   

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

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

  Business Response

  Date: 08/21/2023

  To whom it may concern, 

  We're sorry to hear about our member's dog emergency. Any conversations involving coverage would need to go through our Medical Review Team, and it looks like extensive conversations have already occurred. Unfortunately, the treatment submitted didn't qualify for coverage under the *************** and this situation won't be re-reviewed for coverage. A refund won't be provided for past membership fees in accordance with our Terms of Service. If you have further questions or concerns, feel free to reach out to ********************************** at any time. 

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 08/22/2023

  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]

   They are just talking in circles. 

   

   

   

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

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