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:05/11/2023

  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 was looking to get my cats registered as Emotional Support Animals and found this site through a web search. Their information looked good, but I realize now that I did not do enough due diligence before ordering from them. I ordered the registration for an ESA, not a full Service Animal, and was strongly encouraged to include ID cards and a preprinted accommodation request letter for landlords. What I received was a cut-and-paste, fill-in-the-blanks type of letter that did not provide any of the necessary requirements. The “accommodation request letter” is a form letter .*** document, generic. When I requested a refund, I was given excuses. The attached letter is a full detailing of the interactions since it is WAY over the 2000 characters given as space here.

  Business Response

  Date: 05/20/2023

  We would like to respond to the feedback left on your platform regarding our services. Please find our official response below:
  
  - We would like to confirm that a full refund has been issued to the customer. Attached is a screenshot as proof of the refund transaction

  - We promptly agreed to refund the customer's payment and kindly requested the return of the personalized cards for proper disposal.

  -It appears that the customer may not have carefully read the product descriptions and disclaimers provided during the purchase process. These clearly indicate that the personalized cards are additional identification items and do not exempt the requirement of obtaining a letter from a healthcare professional.

  We apologize for any confusion and inconvenience caused. We appreciate your platform and the opportunity to address this matter.

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, after verifying that the refund was indeed processed, find that this resolution is satisfactory to me.  Though I do take exception to them claiming that they provided a refund promptly.  It took over 7 email contacts, me threatening them with this report (which they ignored - no surprise since their rating is an F), and finally a notice to them that if this was not refunded I would be reporting them to the USPS  for using the mail as part of a fraud.

  As for not understanding that the materials were "optional", that was understood; but the fact remains that they pushed for orders for those products.

  I hope that this report helps someone else avoid this company and their problems.

  Regards,
  
  *********************************

• Initial Complaint

  Date:01/10/2023

  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 have purchased the emotional support animal registration and ID badge. I have not received an email confirming the ID has been mailed to me, as the website said would happen. I also have been checking with the ESA registry and the ID number they gave me is not coming back as a registered animal. I do not think they have registered my animal and I haven't received an ID. I would like a refund for the $45 I paid.

  Business Response

  Date: 03/10/2023

  We just received the letter from you, that one of our customers filled out the complaint.

  After checking on this customer, we found out that everything looks good on our end

  We did send 2 emails and also you can check the registration online on our website

  
  

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a service dog housing letter and paid to "register my dog " on database (which is fake) and I never got my housing letter (which I picked to have emailed and not mailed. And when I call they don't even have a legit phone number or voicemail.