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:07/18/2023

  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 was given a 1-year "free trial" membership to Pawp. You need to cancel before the 1 year is up to not be charged for a subsequent year. The cancellation process does not make it clear that your membership will be cancelled immediately and you will not retain the remainder of your 1-year membership. Additionally, the cancellation process has 3 or 4 "dark patterns" to try to make you retain your membership by not making buttons to cancel membership clear/readily available.

  Business Response

  Date: 07/18/2023

  To whom it may concern, 

   

  All free trials for a Pawp membership terminate immediately upon canceling a membership, and members can find reference to this fact in our *********** at *************. We're unable to reverse this process or reinstate any remaining time on a canceled trial. 

   

  Sincerely,

  Your Pawp Team 

  Customer Answer

  Date: 07/19/2023

  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:

  It does not mention during the cancellation process that the cancellation will occur immediately.

  Additionally, as mentioned, there are approximately 8 "dark patterns" during the cancellation process that try to dissuade a user from cancelling.

  The least they could do, during begging a user to stay and making it really difficult for them to cancel is mention that the cancellation will be effective immediately. Which they do not mention.

  Apparently, youre just supposed to know this, or know to reference some document external to the cancel process

   

   

   

   

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

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

  Business Response

  Date: 08/06/2023

  To whom it may concern, 

   

  We appreciate this member's feedback and will take it into account with the appropriate team(s). At this time, we have nothing further to discuss with this member as their initial concern was already addressed prior to this complaint being filed. 

   

  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 business said that my concerns were addressed prior to opening an issue with the BBB. Therefore, they have offered neither any resolution, nor are they communicating in good faith as they have basically completely disregarded my complaint as "this was all resolved before my BBB complaint".

   

  Thanks!

   

   

   

   

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

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

• Initial Complaint

  Date:06/22/2023

  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 Pawp pet protection as a benefit of ******* + and enrolled in their emergency fund, which pays up to $3000 for an emergency. During the night of June 14, 2023, my dog was not doing well so I followed Pawp protocols and called the Pawp Vet. The Vet said in her Facetime exam to get my dog to the *** so I went. ??The ** had me sign an advance authorization to bill me whatever the treatment would cost. Their estimate was $800 to $1500. It was my confidence in Pawp covering the expense, that led me to sign the form.??After our ** visit, I filed my application for the emergency fund. Pawp basically said, he wasnt sick enough, so we arent paying!?? I pleaded for their support, but they continued to come up with reasons why Im ineligible and didnt follow their rules.?? I feel the Pawp fund should cover every pet that their Vets diagnose as needing Emergency assistance, like mine was. The ** is still going to be paid no matter what the ** results are, so should the pet owners!

  Business Response

  Date: 06/30/2023

  To whom it may concern, 

  Pawp is held to the same Rules & Regulations as our members when it comes to the *************** Based on the information presented to us, the treatment submitted by this member didn't qualify for coverage under the *************** This has been explained to them more than once, and we're sorry to hear  that there's still some lingering confusion about the coverage determination. We encourage this member to reach out to ********************************** for further clarification, but our initial coverage determination has not changed. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to redeem a free 1 year membership through ******** for PAWP pet telehealth. I reached out to ******** but they cannot help me. I was referred to PAWP since the app is not accepting the activation code and requiring me to pay the $99 fee. Ive been trying to activate the code to redeem the free 1-year offer as I am a ******** member. However, each time I reach out to PAWPs customer service, I am left frustrated and without a resolution. I would like to redeem the offer for 1 year of membership and nobody at PAWP can help me; they simply screenshot a section of the ******* page and Im left to fend for myself. Im at my **** end trying to redeem this offer. Please help me Im resolving this issue with PAWP. Thank you!

  Business Response

  Date: 06/08/2023

  To whom it may concern, 

  Sorry for any confusion! This member was previously a trial member from February 24th through March 27 of this year. As stated in the terms of the ******* Plus offer, this promotion does not apply to anyone that has been a Pawp member, trial membership or paid membership, within the preceding 18 months. Our system is correctly wanting to charge this person to reactivate their membership, and they would not be eligible for the signup promotion.

   

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  Date:04/25/2023

  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 sent this out over a week ago and have not heard from you at all as yet. could you tell me what is happening please.To Better Business Bureau;I paid for insurance through PAWP for my pets for about a year. Member since July 2022. My little dog developed a sudden swelling in her stomach, was panting and in pain. March 14th.We took her to the vet at 10pm and immediately the vet told us that if we waited any longer, she would've died. The vet wrote on the notes "Life-threatening". I contacted someone and told them it was indeed, a life-threatening emergency and they sent me a form to fill out.I was told by Pawp that I was still OK to turn in all paperwork on my dog. To be approved for coverage I needed to send in any and all proof of this visit to the company,that I can still get it approved. After many weeks of me attempting to reach out after they finely acknowledged all paperwork was received they denied my claim. Stating it was not a "Life-threatening" visit.Again, My little dog developed a sudden swelling in her stomach, was panting and in pain.How can it be any clearer? I have been scammed,lied too, this is illegal. I got this insurance for MAJOR events as this. As it was advertised I could get my dog covered for Major events I followed Pawps guidelines I want my money I paid to the Vet reimbursed like it was supposed to be! I informed them several times that I would be seeking help from BBB. To which they stopped all contact but are still taking monthly payments of $24.00 each month. The vet bills and care submitted totaled $1120.00 dollars and our monthly payments come to, $240.00 to date. I want a refund of my premiums and my premiums Total $1360.00. I have tried to cancel from their...DIS-service to no avail.Finding coverage will NOW be viewed as a existing condition when we go to a new ***************** the premiums will now be HIGHER as you would expect.***************************** ************ or ************ e Mail: ***************** recepts on file

  Business Response

  Date: 04/26/2023

  To whom it may concern, 

  Our Medical Review Team has re-reviewed this member's case and determined that the original denial was appropriate and correct. As we communicated to our member, their account was past due at the time of the incident, meaning that the ************** was not available for access in the first place. If our member has any additional questions, they can reach out to our Support Team at any time. 

• Initial Complaint

  Date:03/10/2023

  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.

  I am emailing the BBB about a serious concern I have with Pawp. I am a new subscriber to the insurance, which is intended to provide emergency coverage in the event a client has to go the ** with a health emergency for a pet. I have been on time and paid all of my monthly rate in full, and recently suffered an emergency with my dog where she had to be rushed to the ** 2/11/2023. I was told my 14 day waiting period expired on 2/9/2023. She was there for 6 days, with ************ *** ************* which are life threatening. As required prior to going to the ** I had to reach out to Pawp for approval which was approved by their vet and I was provided with a list of local hospitals. She was discharged on 2/17/2023 and I called the vets office daily as well as went down there for the documentation. I even reached out to PAWP and was advised I would get an extension. I finally got back the documentation from the Vet and submitted it as soon as I was reasonably able to do so and struggled with the forms and requirements online. I was not aware that I needed to file a claim within a set window for it to be processed. Apparently Pawp requires 14 days, I submitted my claim on 3/3/2023 which was within that window. I spent close to $2000 on my dog, the last thing I need is a rejection of a VALID and LEGITIMATE medical issue. I think BBB needs to work with PAWP to benchmark common insurance filing requirements and not be able to reject legitimate claims from consumers who have paid for services and expect support from this business.

  Business Response

  Date: 03/20/2023

  To whom it may concern, 

   

  Thank you for taking the time to reach out. We're sorry to hear about the situation you experienced with your pet. In reviewing the conversations you've had with our Medical Review Team, your application was denied for wait period issues. We're not able to make exceptions to our wait period; we apologize for the inconvenience. All Rules & Regulations are made clear prior to signup and made available publicly. In this particular situation, we're required to enforce the same requirements that our members agree to during signup. If you have further questions or concerns, feel free to reach out to our Support Team at any time. 

   

  Sincerely, 

  Your Pawp Support Team 

  Customer Answer

  Date: 03/21/2023

  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 wait period expired on 2/9, I received an email from your company advising of such. I did reach out on 2/3 with a question for your vets and I took ****** to see her regular vet the following day. She was evaluated and sent him. We had her yearly appointment on 2/10 where blood was drawn. On 2/11 I reached out to your vet again with new symptoms/issues and was advised by your vet to take her to emergency. I also received a call from her vet advising what the blood results showed and was advised to start insulin. I would not have taken her to emergency if it was not advised by your vet. I was told during that phone video visit that this would be covered. I have been lied to and want to be reimbursed according to your guidelines. I have all of the paperwork and facts attached to this complaint as well as a copy of the email showing the wait period was over.

   

   

   

   

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

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

  Business Response

  Date: 06/01/2023

  Our Medical Review Team is available via email only at this time, which is common for our industry. Based on all reasons listed before, our coverage determination has not changed on this matter. Pawp will not be able to cover the treatment submitted. Our veterinary professionals will always recommend care for a pet and provide resources for obtaining care, regardless of coverage, as they're not the team that reviews ************** Applications for coverage. 

  Customer Answer

  Date: 06/02/2023

  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:

  The emails I receive back from the business are from emails. They do not answer my questions, as if a bot is responding. I was told repeatedly that the claim was denied because the records were incomplete and then they went back on their word and said it was a pre-existing condition. I was never given a straight answer and was told that the claim would be covered once all documentation was submitted. Unfortunately the business is refusing to show the chat transcripts from my conversations.

   

   

   

   

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

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

• Initial Complaint

  Date:12/21/2022

  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 submitted everything they asked for from me in the proper time *****. I waited for answers and I submitted everything 3 times. They acknowledged receiving all the paper work they needed. Than I received a reply of , that I submitted to late and time expired. Now I have a bill that is paid from me to veterinarian of $4,000. Which has hit me hard being on social security,. I've paid on this for 2 yes. And when I actually need it and followed all guidelines I get shot down. I talked to their Veterinarian and got told to go to emergency care. I followed all guidelines. I want my money please.

  Business Response

  Date: 01/03/2023

  Hi ******, 

   

  Thank you for taking the time to reach out. I see that we had to request the proper medical records from your visit multiple times, which led to the delay in processing through no fault of our own. However, I do see that your application has since been approved and paid out, so we'd appreciate you clarifying that for everyone here. 

   

  Sincerely, 

  Your Pawp Support Team 

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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.

  I am emailing the BBB about a serious concern I have with Pawp. I am a new subscriber to the insurance, and which is intended to provide emergency coverage in the event a client has to go the ** with a health emergency for a pet. I have been on time and paid all of my monthly rate in full, and recently suffered an emergency with my dog where she had to be rushed to the ** on November 19th. She was there the entire day, with suspected bloat. Bloat is a life threatening condition. As required prior to ******* to the ** I had to reach out to Pawp for approval to go to the **. ******'s condition didn't improve over the next week and at the same time I started a new job and had a prearranged commitment of a puppy plus then we had Thanksgiving the week after the ** visit. Needless to say, this was a very stressful window. I finally got back the documentation from the Vet and submitted it as soon as I was reasonably able to do so and struggled with the forms and requirements online. I was not aware that I needed to file a claim within a set window for it to be processed. Apparently Pawp requires 14 days, which is way too short for most people - in fact, as an insurance provider this is extremely small and unreasonable for most people who lead busy lives. I submitted my claim on 12/5 @12:56AM MST. No where did I see it specify if this was 14 BUSINESS days OR 14 CALENDAR days (see screenshot), so I also would dispute my filing was NOT late if going by business days, which is a much more reasonable window as weekends should not be included in my estimate. I spent close to $1000 on my dog, the last thing I need during the holiday season is to have a rejection of a VALID and LEGITIMATE medical issue. I think BBB needs to work with PAWP to benchmark common insurance filing requirements and not be able to reject legitimate claims from consumers who have paid for services and expect support from this business.

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pawp, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 01/09/2023

  Hi **********, 

   

  Thank you for taking the time to reach out. In reviewing ************** Applications, we do take all factors into consideration. The timeframe for submission is listed in our Rules & Regulations as well as our coverage policy. Our Claims Processing Team reviewed your application for consideration and determined that the situation does not warrant overriding our standard Rules & Regulations for timing or severity. At this time, our coverage determination has not changed. Our Team has had multiple conversations with you prior to and after the submission, and all of the information provided can be found within our Rules & Regulations and coverage policy 24/7. 

  Business Response

  Date: 02/06/2023

  To whom it may concern, 

   

  We've since been in contact with this member and provided a courtesy payment to them. Our Terms and Conditions for the emergency fund are stated clearly on our website and in all member-facing documents. 

   

  Sincerely,

  The Pawp Support Team 

  Customer Answer

  Date: 02/06/2023

  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:11/16/2022

  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.

  Received one year from ******** but they said less than a week later it's expired and now the 99 premium is due. I'm cancelling because it hasn't been a month! You better not charge me

  Business Response

  Date: 11/21/2022

  We've previously emailed our former member about this situation and clarified that they had an active account in good standing that wouldn't be charged. They erroneously received an email about their offer expiring, but since they had already signed up well and proper, that email didn't actually apply to their situation. We advised them about this error, but they had already canceled their membership by then before giving us a chance to assist them. We offered to reactivate the membership, and they haven not responded to any of our outreach. This matter is closed on our end, and this former member won't be charged. 

  Customer Answer

  Date: 11/23/2022

  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:11/15/2022

  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.

  On October 25th I was told that if I sent in my dogs vet paperwork my claim would be reviewed since I didnt video chat a vet after several emails and no word for weeks they denied my claim only AFTER taking another monthly installation as well as stating theyre denying my claim since I didnt video chat their vet. Then the rep stated they could t email me because it went to spam. All along while Ive been in communication with them suddenly they make allegations they couldnt reach me. When I have proof that I emailed them with generic responses that Id hear back. Not only will they not refund my last monthly installation they had 0 intentions of paying out this claim the entire time and are practicing an unethical and untrue business. I dont appreciate being lied to and have my $ taken. There is absolutely no reason to have made me go through all this work when the entire time you planned on denying the claim. The part that really isnt ok with me is they continued to take my $ knowing they intentionally werent answering me. I would like at LEAST my last monthly installation back. Please be decent humans and stop taking poor peoples $ like this

  Business Response

  Date: 11/15/2022

  According to our records, we responded to all emails sent in a timely manner. The video chat requirement is mandatory at this time in order to access the emergency fund, and we make this requirement clear prior to signup and after signup as well. Since this requirement was not completed in a timely manner, we're unable to provide coverage under the emergency fund. 

  Customer Answer

  Date: 11/16/2022

  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 was told by this company that although I did not do a video call I was still OK to turn in all paperwork once my dog was released from the hospital to possibly be approved for coverage in which I sent proof in of this. Instead of outright denying my claim due to the video chat call not being done the company acknowledged that I can still have a chance to get it approved. After many weeks of me attempting to reach out after they acknowledged all paperwork was received they denied my claim for no video call, only weeks later after taking another monthly charge. They also stated that theyve not been able to send me emails since May of 2022 because they were blocked by spam. Which as you can see is completely untrue since Ive had several emails about my dogs situation. I demand my last installment returned to me as my claim was never going to be covered for no video chat call. I am an insurance adjuster and know for a fact this is unethical to not respond to clients as well as offering clients to send in necessary paperwork stating they can still be approved for claims only to have 0intention of doing so but waiting to break news until another monthly installment is taken in premium. This is clearly a company ploy to take more premium from clients while denying claims. I have reached out to the insurance commissioner and will be taking any steps necessary to stop this company from doing this to people that simply want to protect their animals. I demand my last Nov 6 2022 $34 installment taken back. It is extremely frustrating to see this type of terrible customer service and even more frustrating when companies openly lie and prey on their clients instead of providing a shred of dig out and customer service. 

   

   

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

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

  Business Response

  Date: 11/21/2022

  One of our representatives has already explained previously why the situation wouldn't be covered under the emergency fund. Our emails generate from multiple addresses within the company, and our former member had blocked emails from our primary address, and this can be verified by comparing the sending address from individual emails. We've gone ahead and issued a refund on the most recent membership fee charged November 7th as a courtesy, and we consider this matter closed. 

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service 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.

  I can't cancel this. There's no way to cancel it or talk to customer service. There's no "cancel" button like the chatbot says there is; there's no person to chat to online or call. Very shady! THEY NEED TO STOP BILLING MY CARD! I have screen shots. I am VERY angry this has been a half hour time waster.

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:
  
  The first time they responded, and said they'd fix this they later tried to bill me yet again. However, things have aged out by themselves, so no more problems. There's really no excuse for this. And you need to keep this in mind in the future. Something is not right here.
  
  Sincerely,
  
  *******************************