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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I contacted TherapyPet via phone (**************) to discontinue services in 2023 and 2024. In 07/2023, they did cancel, however they attempted to charge again in 07/2024. They are now unable to be reached by phone and do not respond to any emails that I have sent, and continue to charge all cards monthly that are associated with my account (even though the physical credit card and credit card number/security code has been replaced multiple times since 07/2024). I am unable to cancel/suspend the attempted charge on my card.
Business response
09/23/2024
Hi ********,
We apologize for this miscommunication as we have been dealing with a call center transition. We have gone ahead and removed all billing information on our end and you should see no future charges on our end.
Have a great day!
Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** ****
Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid $141.74 on 1/20/2024 for a reasonable accommodation letter for my housing and was apparently enrolled in a subscription with pawsx.com (which isnt even a site that exists) without my knowledge and I have been charged $19.99 every month since and was told I would receive a refund on 3/21/24. I have written back multiple times since letting them know that the issue is still occurring with no response. I have tried to call the number listed on the therapypet.org website and it goes to someones personal voicemail and the calls are never returned. The only charge I ever authorized to them was the $141.74 on 1/20/2024. I dont understand how an organization can relentlessly charge consumers for a subscription and provide no information, login, contact info, etc for said website. If you search pawsx.com, it does not exist and this seems fraudulent to me.Initial Complaint
02/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have called Therapypet.org to cancel my subscription every month. The charges of $19.99 go through on my credit card on the 28th of each month. Every time I have spoken to an agent they say my subscription is cancelled, but then I get the charge again. I have also emailed them, with no response.Business response
03/13/2024
Hello,
Please find attached the proof of refunds issued for the customer for the charges of $19.99, and note subscription has also been cancelled. Please let us know if anything else is needed.
Thanks!
Initial Complaint
02/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter ordered a letter for her dog. Several months later my card was charged monthly. I disputed with my credit card company and they reversed the charges. I called therapy pet a d told them they don't have permission to charge my card and that I wanted my card taken off their file. Long behold they charged me again. I disputed that charge. About 6 months later I get a charge for $179.99 on my card again. I called them and they said they would refund me. It has been over a month and still nothing. I want my card refunded and my card taken out of their system!Business response
02/27/2024
Hi,
Can we please have the customer's name and email- in this case the daughter's to further look into it and refund if needed. The email and name provided is not in our system.
Thanks!
Initial Complaint
12/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had this service years ago and I cancelled it due to my dog being deceased. This company has been charging me over the years and Ive cancelled the services with them and now have blocked my card from being charged but they continue to try to charge my card. I asked the bank to put a block on their end now but this company continues to try charging my card about once a week. So frustrating because all my other transactions are being declined due to stop payment from Therapy Pet.Business response
03/12/2024
Hello,
Unfortunately, we were only able to locate 1 charge. Can the customer send ** proof of the other charges and provide Paypal email for us to further assist and issue refund if necessary?
Thanks,
Therapy Pet
Initial Complaint
08/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I sought their services in 2020 for help with a Therapy Dog Prescription. I got a referral and thought there was a $9.99 monthly fee. After the dog passed there was no cancellation available on their site, and we had to email them for cancellation. Then out of nowhere they just charged another $180 to my card + the recurring $9.99. No responses to emails.Disputed the charge then with my bank who apparently COULD get a hold of the company who were able to show we hadn't cancelled (no explanation why the charge suddenly went up by 1080% ) and would be valid until apparently my death (not my dogs). These guys are skirting consumer protection laws by not allowing consumers to cancel their product, and then standing behind a sketchy merchant agreement to continue charging for eternity.Business response
03/13/2024
Hello,
Can you please provide the name/ email used at time of purchased and proof of charge? Unfortunately, we did also change processors so if a refund is issued we would also need a Paypal email to send refund amount.
Thanks,
Therapy Pet
Initial Complaint
08/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I received a therapy pet letter from the company (no complaints there) but since then theyve been charging me 9.99 every month for a year now even though I have never authorized this charge. They had told me it was fixed yet I continue to be charged despite emailing them several times.Business response
03/12/2024
Hi,
Can the customer please send proof of charges so we can review and process refund if need be via paypal. As we recently changed payment processor.
Thank you!
Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been robbed by a company that emailed me asking for permission to withdraw money from my account for a renewal fee that they decided to withdraw without my consent anyways I did call and talk to the company about a refund with that claim they submitted a refund request 7/14/23 and I was told should be back in account within 3-5 business days it is now 7/24/23 and I yet to receive and email or phone call from company and it nearly impossible to get in touch they bank said there were no refunds processed from the company that did the withdrawal and i dont know what else to do I feel like Ive been scammedBusiness response
03/13/2024
Hello,
This amount was fully refunded by the customer in 2023. Please have customer bank letter if the customer has not seen refund so we can further assist.
Thanks,
Therapy Pet
Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 5, 2023, I filled out an assessment online and paid a total of $188.98 twice, once for my oldest son and once for myself to have an *** letter for my dog and my son's dog. Then on June 11, 2023 I was charged $9.99 twice for additional paperwork as needed. On June 14, 2023 I paid an additional $188.98 for my youngest son to have my dog registered to him. On June 24th, I was charged an additional $9.99 for additional paperwork as needed. On July 8, 2023 I was charged twice at $9.99 each transaction. I called to cancel all of the charges for additional paperwork as it was not needed. I was credited $9.99 on July 16, 2023 and charged again on July 21, 2023. I am requesting that all of the charges for $9.99 be reversed as I previously requested on the phone. I am also requesting that the initial charge for myself of $188.98 be reversed as I have never received the correct *** letter for my dog. I have tried calling 22 different times, the calls never go through. I have emailed multiple times and no one responds.Business response
03/13/2024
Hello,
Unfortunately we changed processor and were unable to locate the charges if you have proof of the charges please send as we would be able to issue 6- month worth of charges.
Thanks and have a good day!
Initial Complaint
07/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been dealing with them for 2 months trying to cancel my subscription, I have called them 4-5 times a week, they said they deleted my card information and spoken with management. I got charged again for the 4th time after they said it would never happen again. On July 19 they cancelled it. It looks like there was a charge that went through on my card ($179.99) yesterday. I tried to call today and their phone is disconnected. I have two confirmation emails from them stating they deleted my card information. I would like my $179.99 refunded to me and for them to cancel my account.Business response
03/13/2024
Hello,
Unfortunately we were not able to find a customer under the email provided can you please send proof of charges or email used at time of purchase? Also if you can provide Paypal email, if indeed we need to issue a refund.
Many thanks,
Therapy Pet
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42 total complaints in the last 3 years.
34 complaints closed in the last 12 months.