ComplaintsforSupport Pets, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought services from them on 07/24/2024 and paid a total of ******. I have written to their support staff on several occasions and they always write back saying they would get back to me which they haven't yet. I was told that I would receive the docuents within 48 hours and it has been 2 weeks. This copany has not done anything but give me the run around. The remedy I am seeking is a full refund to my original payment method. My customer # is: *******

  Customer response

  08/06/2024

  I received a response from the business with a partial refund in the amount of $184.00 however I am seeking a full refund for the total purchase amount.

  Customer response

  08/06/2024

  THIS CASE CAN BE CLOSED AS IT HAS ALREADY BEEN RESOLVED. THIS WAS A COMMUNICATION ERROR BETWEEN THE BUSINESS AND MYSELF. THANKS FOR YOUR ASSISTANCE

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 18, 2024, I ordered Emotional Support ****** ***** documentation from Support Pets. I have never received the documents. I received multiple emails stating my documents were ready but that I had to enter my email to receive another email with instructions to set a password. I never received the email to set a password despite multiple attempts. I emailed support twice- no response but at one point received an email saying my email to them bounced. I am requesting a refund.

  Customer response

  07/28/2024

  The company has provided my certificates and other items. I would like to withdraw my complaint. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with the service I received from Support Pets. On July 15, 2024, I ordered an emotional support animal document from your website and received a confirmation email stating that I would receive the document within ***** hours. However, as of today, July 23, 2024, I have not received the document.On July 18, 2024, I contacted your customer ********************** and was informed that there was a technical issue and my order had not gone through. The customer ********************** representative filed a ticket regarding my case, with ticket number ******. On July 19, 2024, I received a reply from your specialist, who assured me that I would receive the document within 24 hours. Despite this assurance, I have yet to receive anything.I am very disappointed with this service and request immediate resolution. I would like to receive the document as soon as possible or be provided with a full refund.

  

  Business response

  07/30/2024

  Hi there
  
  We apologize for any inconveniences we might have caused you.
  
  Here is the refund link : ***********************************************
  It usually takes from 5 to 7 days for the refund to be completed, depending on the bank.
  
  Thank you

  Customer response

  07/31/2024

   
  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

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid online at www.supportpets.com They charged me almost $150 And never send me the letter I was expecting to receive. I send many messages and talked to many people from there company on their website and they always said the letter is in process almost done, but at the end we never received anything.this company is a scam and please do an investigation because this is not ok

  

  Business response

  07/30/2024

  Hi there
  
  We apologize for any inconveniences we might have caused you. Upon checking our system, we confirm that your *** letter transaction was successful and the documentation was delivered on 7/24/2024 12:06 PM.
  
  We also confirm that there is only one contact that the customer made and it was a live chat, replied in real time. No other attempts after that. Evidence is attached to this message.
  
  If you need assistance, please just contact our customer ********************** and a representative will guide and assist you. Count on us
  
  Thank you

  Customer response

  07/30/2024

   
  Complaint: 22017873
  
  I am rejecting this response because: as a business I think its very important to be honest, especially with a client in this case they are not being honest, Im gonna provide the proof of all the attempt that I did to solve this matter, after all the attempt, they decided to refund me the money because I told them that I filed the complaint here. I will never use this company ever again can I advise anyone who intend to do business with them to reconsider because they are very unprofessional and will try to keep your money.
  
  Sincerely,
  
  *********************

  

  Business response

  08/08/2024

  Hi there
  
  We assure you that our company is honest, transparent and treat customer with respect and we do apologize for any inconveniences we might have caused you. We want you to have a smooth and hassle-free experience.
  
  Upon checking our system, we confirm that there are no evidences that you've contacted us with your e-mail and requested a refund. The only contact you've made was to ask about the 48 delay, which was corrected and the document sent.
  
  If you ever need assistance, just contact our customer ********************** and we will happily assist you.
  
  Thank you

  Customer response

  08/08/2024

   
  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For $107.99 (which Support Pets received on July 1st) I was supposed to getEmotional Support Documents. The ones I received and attached were valid July 2022 - July 2023. I reported the problem. Since then I have been told they will correct this. They didn't. These forms are supposed to be sent via email within 48 hours. No correctly documents have been sent. It has been 3 weeks. I'd email and they said they were working on it. Recently I was offered an actual ID card and actual documents for free. I kept being told by someone new that they were on top of it. I said I would greatly appreciate the actual card and documents. After a week I still have not even been sent an email with tracking number that the items had been sent. What I would like is the email of the documents that can be downloaded and the actual ID card and Dr.'s letter stating I have been approved for an *** as in years past . All this was supposed to happen in 48 hours.

  

  Business response

  07/30/2024

  Thank you for your feedback.
  
  We have contacted our team of specialists regarding your request, and we're pleased to inform you that your order's delivery is being handled and is close to completion. We also confirm that your *** documentation was corrected and sent to your email.
  
  If you need further assistance, please contact our customer ********************** team, and a representative will continue to assist you.
  
  Thank you for your patience and understanding.

  Customer response

  07/30/2024

  I have received via email the last documents to download that will be valid for one year. I have not received the *** gear as promised for my trouble.

  Customer response

  07/30/2024

   
  Complaint: 22016032
  
  I am rejecting this response because:I have received via email the last documents to download that will be valid for one year. I have not received the *** gear as promised for my trouble
  
  Sincerely,
  
  *************************

  

  Business response

  08/08/2024

  Hi there
  
  We have evidence that the *** letter was delivered and optional items were added to your order.
  
  The items take longer to be delivered, usually within 4 to 5 weeks. If you have any issue or delays, just contact our customer **********************.
  
  Thank you

  Customer response

  08/08/2024

   
  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $85 on 06/29/2024 by credit card to Support Pets for the renewal of my emotional support animal paperwork. I never received the renewal paperwork. I have emailed back and forth with them since 07/05/2024 and they keep telling me they are working on it. Still nothing.

  Customer response

  07/17/2024

  Support Pets today provided me a refund for the product they failed to provide. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got approved and paid the fee and was told in ***** hours I would receive my letter I never received anything I've contacted customer service multiple times and get told the same exact excuse they are escalating my request and I'll hear from someone soon. Nobody has answered me just say check my spam folder. I went through this company last year with no problem but it's been nothing like that this year. I just need my *** letter please. It's been almost 6 days now. I've tried reaching out they are not helping me or trying to solve it. I really just want my letter that's all.

  

  Business response

  07/22/2024

  Hi there
  
  We apologize for any inconveniences we might have caused you. We confirm that our customer ********************** team has replied to you and is aiming to send you the documentation as fast as possible. Your ticket was escalated and the response will arrive within 48 hours.
  
  Keep an eye on your inboxes and spam folders, we will send the documentation as fast as possible.
  
  Thank you

  Customer response

  07/23/2024

   
  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for an *** letter I never received. Requested refund several times.

  

  Business response

  07/22/2024

  We confirm that the customer contacted us and requested the refund.
  
  The refund was completed.
  
  Thank you.

  Customer response

  07/22/2024

   
  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

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I requested this RENEWAL SINCE JUNE 19th, 2024, today is July 15th, I emailed, called, chatted, and NO ONE helped me. Did the questionnaire TWICE, every call was STILL was asked if I completed it! FINALLY received an approval EMAIL, and for a whole week the site did not respond to my password change to download my documents! I called desperately AGAIN, and NO ONE HELPED ME, the response, I am going to put in an URGENT request, I had AT LEAST 5 people tell me this! I want my money back because your 24/7 service is a lie! I contacted another provider and got BOTH my dog and my husband's dog, for half the price within 24 HOURS, they understood my desperation and immediately booked us with a provider through a call! You people made me feel SO much anxiety with your run around that I am deeply disappointed that this is how you treat the customers that are already suffering from distress. EVEN THOUGH I RESQUESTED WITH AMPLE TIME and gave you EVERY opportunity to makes this right for nearly a month! You should be ashamed of the business you run! IF clients AREN'T your priority, you SHOULD NOT be in healthcare.UPDATE:FINALLY attached my pdf AFTER I ALREADY got my letter elsewhere, and this people refunded me a MERE $30 ONLY. "Get approved by a board certified medical doctor in 48 hours in your state." ----- THIS IS A LIE! Both my husband I me had this SAME issue ! I cannot imagine how many other people they are making fools of!I want my money back for my husband and myself in FULL! I included BOTH *** numbers for you! I was not gonna post with the BBB but I have ALREADY spent SO much time WASTED. I have emails, call logs, and receipts ready, your $30 delay refund that will be issues in 7-10 DAYS is a slap in the face! WORST CUSTOMER SERVICE!

  

  Business response

  07/22/2024

  Hi there
  
  We apologize for any delays or inconveniences we might have caused you.
  
  We assure you our team is working hard to improve our processes and avoid any kind of hassle.
  
  Your tickets and requests were acknowledged and our customer ********************** is working to provide you with a sollution. We will send you a reply via e-mail as fast as possible.
  
  Thank you for trusting and choosing us

  Customer response

  08/05/2024

   
  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

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  May 27, 2024.$128.99 Support Pets committed to provide my Emotional Support Animal renewal certificate within ***** hours.As of July 11, 2024, I still do not have my documents, and I have had multiple interactions with their online customer **********************. They keep telling me it has been "escalated" and a supervisor will contact me. As of this complaint, I do not have my documents, and I have not heard from the company. I filed a credit card dispute with my bank regarding this charge.

  

  Business response

  07/22/2024

  Hi there
  
  We have evidence that you have requested the refund for ourcustomer support and the refund was done back in 5/25/2024 6:42 PM.
  
  If you need assistance, count on our customer **********************.
  
  Thank you.

  Customer response

  07/22/2024

   
  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,
  
  ***********************

*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. ↩