Complaints

This profile includes complaints for Fetch Pet Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fetch Pet Insurance has 2 locations, listed below.

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  Fetch Pet Insurance

  101 Greenwich St New York, NY 10006

  
• 

  Fetch Pet Insurance

  PO Box 1489 Bolingbrook, IL 60440

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:04/04/2025

  Type:Billing 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.

  On April 3, 2025, I called this company to terminate my account because it is not possible to terminate on the companys app. The representative over the phone indicated that the account was terminated and I would receive confirmation by email. I have not received the email confirmation and a look at my account online shows that I will be billed $6.09 on April 8, 2025, which was not discussed with me.

  Customer Answer

  Date: 04/04/2025

  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:02/28/2025

  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 recently purchased three Pet Insurance plans along with three Wellness Plans. The Wellness Plans provide a reimbursement for $50 against the purchase of an Activity Tracker for dogs. I called to enquire if I could purchase one of these from **** and I was informed by a representative that it didn't matter where I purchased these from. I purchased one from **** and one from ******. I was reimbursed for the one that was purchased through ******, however my other reimbursement was denied. Initially per the documentation it referred only to a GPS tracker which was not covered, however the exact same item was reimbursed correctly. The Pitpat GPS Tracker clearly states it also has an acitivity monitor called to try to get this resolved and was told that it was because I had purchased it from ****. I read through the terms and conditions and nowhere did it mention excluding ****. I again spoke with another representative by the name of ***** who reviewed this and she didn't understand why it got refused and advised that it would be reviewed and someone would contact me within 24 hours. It's been 4 days and no contact, I have attempted to speak to a manager to get this resolved and I have been refused an opportunity to speak with a manager to get this resolved. I have since purchased Flea and Tick medication for our dogs from **** and I now concerned that they will refuse payment on those too.This is clearly in breach of their written terms and conditions.

  Customer Answer

  Date: 03/04/2025

  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:02/27/2025

  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 have had both my rescues insured with PetPlan and then Fetch when they bought them out, They screwed up my account for my oldest dog who was adopted in January 2017. Somewhere along the line Fetch screwed up and she ended up with 2 policies. I haven faithfully paid my policies for her and my youngest rescue (who was adopted in April 2019) every year. To straighten up their mess they canceled the old policy instead of just merging them and charged me almost $400 for no apparent reason. I now have to deal with an investigation to get a charge refunded that should never have happened. I cannot move my dogs to another insurance as they do not cover pre-existing conditions and my youngest dog was recently diagnosed with diabetes. I now have to wait for them to refund me my money they never should have charged me. Their systems are screwed up and they have the customer pay for their inept systems and processes. I will never put another pet on Fetch Pet insurance again.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  The business has issued a refund for the erroneous charge that had no explanation. 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:02/04/2025

  Type:Order 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 submitted a claim for my pet's ear infection, providing all required documentation and ensuring that it met the policys terms and conditions. However, my claim was unfairly denied as preexisting when these are allergies covered in their documentation, leaving me responsible for expenses that should have been covered. Despite multiple attempts to appeal the decision and request further clarification, I have been met with poor communication, vague responses, and unhelpful customer service.Furthermore, I have attempted to cancel my policy on several occasions, but Fetch Insurance has made it nearly impossible to do so. I have faced long hold times, unreturned messages, and a complete lack of clear instructions or access to cancelation options. This lack of accessibility and transparency appears to be a deliberate effort to keep customers locked into policies they no longer wish to maintain.I am requesting the following actions from Fetch Insurance:A fair review and reconsideration of my denied claim.Immediate cancellation of my policy upon request, without unnecessary delays or obstacles.A formal response addressing these concerns and a commitment to improving their claims and cancellation processes.If Fetch Insurance fails to resolve this issue promptly, I will consider additional actions, including legal options and public reviews to inform other consumers of their misleading and unprofessional business practices.I appreciate the Better Business Bureaus assistance in holding Fetch Insurance accountable and ensuring fair treatment for their customers. Please let me know if any additional information is required to process this complaint.

  Customer Answer

  Date: 02/06/2025

  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,
  
  ****** *********