ComplaintsforSupport Pets, LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please help. The company support pets runs a popular social media page and is falsely advertising. I saw the ads on Instagram, TikTok, and ******** to get approved for an *** letter for my pet and this company claims to give you your *** after 48 hours. We paid over $100 for this letter and yet we have received no confirmation, email, or anything. Weve contacted them multiple times and no response or help has been given. It is clearly just nonstop automated messages or emails saying contact customer service, which again, weve done multiple times. I even went to their Instagram to receive more help, only to find out that they blocked me! Please do something about this. This is a complete scam and its extremely upsetting that something like this is allowed. All we want is our *** letter that WE PAID FOR or a refund at this point.

  

  Business response

  06/27/2024

  Hi there
  
  Upon checking our system, we confirm that there are no purchases under the information you provided.
  
  There are no purchases under "******************", ************************* profile. We can't refund items that were not bought.
  
  The e-mail "******************" also does not bring any results on our ticket system, meaning that you've never contacted us with the registered e-mail.
  
  Please, reach out to our customer ********************** with the correct information and a representative will guide and assist you with any request.
  
  Have a good day
  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested to renew my pets *** status, as I previously used Support Pets last year. Their website states you will receive your letter in ***** hours. It has been 6 days and I have completed their questionnaire 2x (with confirmation emails). I have followed up almost every day with customer service requesting an ETA on that letter and they were unable to give me one. I have still not received the letter. At this point I am requesting a refund and havent received anything. Incredibly disappointed.

  

  Business response

  06/27/2024

  Hi there!
  
  Upon checking our system, we are happy to confirm that your refund request was accepted and the affirmative reply was sent 5 days ago, via e-mail.  Now you just need to wait from 7 to 10 days for the refund to be complete.
  
  Evidence of contact is attached to this message.
  
  Thank you
  

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i tried to purchase *** documents for one of my puppies on 06/15/2024 i was charged $107.99 and was emailed that i would be getting my documents in *****. a few days have passed and ive gotten no documents. i have tried contacting support 2 times and havent had any luck getting this situated.

  

  Business response

  06/27/2024

  Hi there
  
  We apologize for any inconveniences we might have caused you. This is not the experience we want you to have with us.
  
  We send many e-mails with sales and promotions, not specifically directed at you, but to every customer. You can always contact us and request to be removed from the e-mails.
  
  About the documentation, we're sorry for the delay and for the issues we had that made the sollution slow. We will definitely correct any mistakes and work hard for that not to happen again. 
  
  Here is the refund link : ***********************************************
  
  After requesting it, it can be complete within 7 to 10 days, depending on the bank.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on the website to be able to purchase a certificate to take my pet anywhere. Its been over a week and still nothing. Ive contacted customer ********************** more than once and keep getting told another ***** hours. Nothing happens. Second they marketed that an *** can be taken anywhere. which is WHY I paid $100 for this. Now Im seeing them trying to get me to pay another $300 because apparently I need a psd certification and they lied about esas being accepted anywhere. I feel I was taken advantage of. Not to mention the fact that I was never informed I wouldnt receive and tangible documentation only an emailed letter. That doesnt seem legit and Im pretty upset about everything thats happened since I placed an order with you. Now it seems Ive wasted $100 when you guys marketed the wrong information. Customer ********************** wont let me speak with anyone higher and they just keeping saying theyre escalating it. If it was escalated and a real business I would be able to discuss my concerns with a manager as well as actually hear a response from someone. DO NOT PURCHASE ANYTHING ! They are a scam and I will be contacting my bank.

  

  Business response

  06/27/2024

  Hi there
  
  We work with *** letters and we also have a plethora of training material, including Service Animal training. All the details from both are clearly on our site. We encourage people to read, understand and check if that is exactly what they need, before answering our questionnaire and purchasing anything on our site.
  
  Upon checking our system, we confirm that our team is replying to your requests in order to provide a sollution. The *** course, the *** letter or the refund. Just keep in touch with our team and they will continue assisting you.
  
  Thank you.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order with them on June 14th for registering pet for **** Was charged for that and then an addition $299 for something a few hours later that I didn't even purchase. No support to talk to in order to get refunded. The website is suspicious and shadyAF about this. Want the refund for $299 and the $142.99 as well.

  

  Business response

  06/27/2024

  Hi there
  
  Purchases can't be done by accident on our site. We have a process in which you need to answer a full questionnaire, be pre-approved, then approved, then finally be able to purchase *** related items. Our site is very transparent and easy to navigate, feel free to visit it and check any details you're interested in.
  
  Our site is credited by many review sites, as the one you sent this message and we've been helping thousands of people for many years.
  
  Upon checking our system, we confirm that you've contacted us requesting the refund on 18/06/2024 at 10:07am and our tem replied back affirming that the refund would be made at 10:14.
  
  Evidence printscreen is attached to this message.
  
  Thank you

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid ****** to support pets and never received my items ,since may ***************************************************************************************** to get my money back

  

  Business response

  06/18/2024

  Hi there
  
  We apologize for any inconveniences we might have caused you. Our goal is for the whole experience to be smooth and hassle free.
  
  Upon checking our data, we confirm that our customer ********************** has replied to every request made until this moment. Image evidence is attached to this message.
  
  Since our customer ********************** is replying and assisting, please just keep in touch and we will happily continue to do so. If you need a refund or have any issues with your order, please just let us know.
  
  Thanks for your patience and understanding

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 6,2024 I ordered ************* (vest & other identification) and was approved on the spot. I have attached a receipt showing this. The gear was to be here in 1-3 weeks and the *** ** could take up to 48 business hours to be emailed to me. As of yet I have not received anything from them. I have had several conversations with them via email, which is my only way of contacting them. They have been very good about getting back to me right away, but still have not sent my ** or a notice showing that any gear has been shipped to me. I did get a notice saying it would be another one to three weeks because they never had my physical address for the Gear. That is false, because in order to complete your order the address has to be filled in. Then they said that they would change my dogs size for her vest as I requested. I never requested it and they had the same size as I sent the first time. The ** could have been sent since our conversations but they havent gotten that to me yet. I let them know that I was getting in touch with my credit card company and would be filing a complaint with them. I also informed them that I would be getting into contact with you and filing a complaint. When I told them that they stopped communication. I have all of the emails saved if you need those.

  

  Business response

  06/11/2024

  Hi there
  
  We have evidence that our customer ********************** has been assisting you. All the doubts were replied to and the tracking number was made and sent to your e-mail yesterday (06/10/2024)
  
  This issues demand more time to be fixed, we appreciate your patience and understanding. 
  
  Since you've communicated with our customer ********************** and we have evidence that we replied back, please keep in touch with our team and they will provide a sollution. Evidence is attached to this message.
  
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a renewal certification for my emotional support pet. It was supposed to be 107 dollars. I was charged ****** twice and then 80 twice. I have tried calling them non stop no one answers. I have emailed them twice and no answer. The bank is trying to contact them to no avail. I don't even know their complete address. Its not on the website. Please help me recover my money.

  

  Business response

  06/11/2024

  Hi there
  
  Upon checking our system, we confirm that the provided email does not have a registration with us. 
  
  Please provide the e-mail used to contact us and we'll check your claim.

  Customer response

  06/11/2024

  I thhink the email you may be looking for on this account would be *****************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered the product online on 5/28/24. I was charged twice for this transaction I mistakenly also ordered an add-on product that was unnecessary I emailed the company within 10 hours of the purchased and to date have only received an acknowledgment of receipt of my complaint

  

  Business response

  06/11/2024

  Hi there
  
  Don't worry, if you have any issues or doubts, feel free to contact us. We have a customer ********************** team that works 24 hours a day and will work hard to assist you. 
  
  Upon checking our system, we confirm that every single purchase you made was refunded. Also, every contact you've made, was replied in the same day. Evidence is attached to this message.
  
  Have a good day

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi satisfactory to me. You did refund the double payment, and I thank you for that. However, I really wanted a full refund; instead you sent the papers for the service which covers the $199.  Fine 
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Support pets falsely advertises their services to allow you to take your pet anywhere. "With today's *** approval you'll get access to Official *** gear like Vests, ID cards, Tags and Leashes to make it easy when bringing your furry friend to restaurants, stores, hotels, ride-shares, public transport and more." This explicitly violates the Americans with Disabilities Act and puts actual disabled individuals at risk of untrained pets distracting or attacking actual trained service dogs, as well as breaking health code policies. According to federal law, ***'s do NOT have public access rights. According to federal law, emotional support/comfort is NOT a task. According to federal law, there is also NO service dog certification or registration. This company is fraud and takes advantage of laws meant to protect disabled individuals that utilize service dogs.

  

  Business response

  06/10/2024

  Our service is legitimate, and we are in compliance with all current American laws. That's why we have a high ranking on all review sites on the internet, including this one. 
  
  We have helped thousands of people over the years, and we aim to help thousands more. The goal of our service is to assist those who genuinely need an *** to live better, healthier lives.

  Customer response

  06/10/2024

   
  Complaint: 21787014
  
  I am rejecting this response because: you may be a legitimate business but falsely claim and give that people the impression that people can take their ***s in non-pet friendly establishments. You say things like official *** letter makes it easier to bring your pet to stores, restaurants, hotels, ride shares, & more. When you need them most, have them by your side, always. - with pictures of luggage. With the Support Pets Official ***, take your pet with you almost everywhere (with confidence). These are message that say one thing, and imply one thing. While you do clarify *** definitions down at the bottom of the website this is after the false advertising listed above. This is a grey area in the *** and this business is abusing that. You do not clarify that ***s strictly and only have housing rights according to the **** You give people the impression they can take their pet anywhere which is horribly problematic. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/11/2024

  What you saw was a 30 seconds comnmercial. It cannot cointain every single detail about ESAs, laws and the mental health spectrum.
  
  All the details of what you mentioned above, are on our site. We have a huge FAQ explaining every single detail and we also have a customer ********************** team that works 24 hours to assist customers and clear doubts. Feel free to visit or to contact us.
  
  Have a nice day

  Customer response

  06/11/2024

   
  Complaint: 21787014
  
  I am rejecting this response because your claims are misleading. Nowhere in the application process do you actually explain that. Its deflection and false advertising and you are taking advantage of the disabled community. Again, maybe change your website wording and advertising messaging. Because the wording you are using is misleading and false. 
  
  Sincerely,
  
  ***************************

*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. ↩