ComplaintsforSupport Pets, LLC

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the wrong size *** harness that I purchased in December. I had purchased 2 and they were sent 1 at a time. I tried the harness on my pet and found it to be too big so when I got notice of the 2nd being sent I contact via phone call their customer service number and was told to refuse the package and they would reship out the medium harness upon receipt. I ***************** them December 12th. I have been talking via phone and email ever since and have no resolution. They keep telling me to track a package I did not send out. I did contact my post office and they said the package would have been shipped back to their return address. At this point I have requested a supervisor get involved but the same customer service rep keeps emailing me and saying the same thing that they can not issue a refund for something they have not received. The conversations are running in circles and Now I have requested a refund after 4 months of run around.

  

  Business response

  04/14/2023

  Hi there! We are so sorry to hear you've had anything less than a great experience with Support Pets. We reached out to the fulfillment team & got that medium harness sent out to you. It looks like it was delivered 4/12/23. I hope this resolves the issues, and I'd like to assure you that we'll be doing a deep dive into this matter as we look for ways to improve customer experience across the board. Thank you so much for your patience, and we wish you and your fur family the best!

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled out a questionnaire regarding the qualification of an emotional support animal. Paid the $107.99 to have my case reviewed by one of their doctors. I was approval and given a generic letter to which my landlord rejected based on some verbiage. I cannot get a response from support pets. Its been over 48 since my 1st request to customize the letter. I e held for over an hour to speak with someone, selected the option to have my place held in the phone queue so someone could reach out to me, yet no response. I would either like my money refunded or and updated customized letter to satisfy my landlord.

  

  Business response

  04/14/2023

  Hi there. We are so sorry for the inconvenience. We issued a refund to you on April 10th. Although we were unable to provide you with the documents your landlord request, we wish you and your pet the very best.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an account with support pets. I calling since the beginning of March, but representatives never had any information and were rude and when I requested to speak to a supervisor they stated that there were non available and a message was left for a call back. But no one called me back, my account is ESA3691076471. On March 18, 2023 I attempted to renew and i was going to pay $97.99 when in the process the system gave me a bundle offer for $77 and I accepted. The system gave me an error message and when I when I checked my bank account I was charged twice $77 and $97.99. I called them the same day and was told to request a refund online and she was going to send me the documents I purchased. I submitted the request online for refund $77 and received $77 refund. When I checked the documents, I noticed that it was only good from March 18-April 2, 2023. I called them again to correct it. On March 19, it was not corrected and I requested online a refund for the $97.99. Billing **** replied that they will only refund $77 and not $97.99 because I opened the letter. I advised them that the letter was only good for a couple of days and not a yr how its supposed to and when I requested to be corrected, It was not corrected. For this reason. I do not want anything and I am requesting a full refund. After two emails of them refusing to refund me they decided to correct the letter. At this point I requested for my situation to be escalated and to refund me. I was advised that someone will me in 24 hrs with a resolution. But I was not contacted. This was yesterday March 22, 2023 1pm

  

  Business response

  04/06/2023

  Hi there. We have reviewed your account carefully, and we would like to sincerely apologize for the inconveniences you experienced. We are working with our team to improve communication on all fronts, and we are very sorry you had this experience. This is not what we aim for, and we can and will do better. We have issued a full refund. Please accept our apology, and we wish you and your fur family the very best.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 15 2022, or there about, I paid Support Pets $107.37, or there about, for a an Emotional Support documents for my two pets. Bloo my dog and Tuxedo my cat.I applied for document and filled out and and received approval for document. I paid for document thru my CFCU debit card on 11/15/22 $99. Plus tax = $107.37.After numerous emails to Support Pets that I have not received documents. Their reply has been the same. (Not a quote) they have acknowledged my complaint. But as of this writing have done nothing but email more advertisements. I have since insisted on a refund, as I am disgusted and want nothing to do with this company any longer.

  

  Business response

  03/20/2023

  Hey there! We understand your concern has been successfully addressed and you were fully refunded on 2-24-2023 I'm attaching a screenshot here for proof. Please contact your financial institution in regards to this matter as everything has been done, sent, and registered on our part in regards to your refund. Wishing you all the best!

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered documents,etc on 3-3-2023. I havent received anything as promised. I also didnt realize everything was digital until after I had paid. *** contacted them several times to no avail. Im requesting a refund.

  

  Business response

  03/20/2023

  Hello there! We understand your concern has been addressed and your order was refunded on 3-10-23. (I'm attaching a screenshot here for proof). Please allow up to 10 business days for your refund to process and be reflected back into your account, depending on your financial institution. Also please be aware that your *** documents lose their validity due to the refund. Wishing you a great week ahead!

  Customer response

  03/20/2023

   
  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,
  
  R ******

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid for this service yesterday and have a landlord form specific to my housing I need completed. I emailed them last.l night called them this morning. I have been on hold for 15 minutes with no end in sight they keep saying theyll call me back but because they havent done a lot of stuff they said they would I dont trust that they will call back right now and previous complaints have made me nervous I really hope they get in touch with me. I sent them messages on their site as well and emailed them and they say their sites customer service is immediate but I have no received any info and its been hours. I am considering contacting my bank and telling them I have been scammed and having the charges reversed because this doesnt seem right at all but I saw that people got the companies attention through this website so I decided to give them a chance to communicate with me!!Its now been 25 minutes, thats an insane amount of time to wait on hold and they dont have any info on the length of time of the wait or what spot in line i am in. Really stressful communication and i would love some clarity.

  

  Business response

  03/09/2023

  Hey there ***** good afternoon! We do apologize in advance as our hold times can be a bit unpredictable depending on the day, time, and customer call volume. Your request is very important to us and can be handled by our team and signed off by your doctor ***** Please send your landlord form in PDF format to *****************************
  Once our team receives the landlord for we'll make sure it gets filled out as quickly as possible and gets sent back to your email all signed and ready to go! Thank you for your patience and understanding and we look forward to successfully fulfilling your custom form needs. Wishing you a great rest of your week with your *** *******

  Customer response

  03/09/2023

   
  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

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an *** certificate on 01/22/23, which was claimed to be valid on airplane flights. Later on I found out that this is no longer the case since at least a year. The airlines do not accept *** certificates any longer. I asked for a refund on 02/14/23 and received a confirmation with expected response to be in 3 business days. No response, no refund as of today

  

  Business response

  03/20/2023

  Hey there! We're sorry for not meeting your specific travel needs ******. Laws have changed in regards to ***s and their travel freedoms. We do our best to keep our websites and advertisements up to date with these changes, if you could ever so kindly screenshot where you found us promoting airline travel for ***s we would greatly appreciate it. In order to take the best possible path forward with this situation we've gone ahead and issued your refund as requested. I'm attaching a screenshot here for proof.  Please allow up to 10 business day for this refund to be reflected on your account. Just so you're aware the *** Documents that were issued to you will no longer be valid from this point forward. We thank you for your patience and wish you all the best! 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 9, 2023 I paid $107.99 Support Pets was suppose to supply me with a custom landlord support form by request. I tried to request it but there system doesn't allow you to do it. I already have a lot of stress in my life and this was suppose to help. I have emailed them twice and was on hold for ******************************************* line for a call back. Well that never happened and it is impossible to get a hold of them. They state that someone will answer your email within ***** hours. That never happened either. Now I cant even log into there system. The account number is: *************.

  

  Business response

  02/20/2023

  Hello *******! We hope this message finds you well. We've looked into your account and have gone through all the communications that you've had with us in regards to this matter. In order to get your custom landlord form filled out please email the specific form you would need to ***************************** so it can be correctly filled out the doctor and returned to your email in a timely fashion. As we took a look into our communication records with you we do see that you attempted to contact us via telephone on 2/10/2023. You were in queue for 4 mins and 7 seconds and it shows there was a disconnect after that. We also looked into your communications with us via our **************** online and we do see that although you received a reply, there were issues on communicating your specific needs on that end as well. Im attaching screenshots here for reference. Understanding your need as a customer is of the utmost importance to use here at support pets, and you will find that your landlord form will be completed and returned to you via email once you send it in pdf format to *****************************
  We look forward to helping you with this issue once we have the custom form in hands. Thank you for your patience!

  Customer response

  02/21/2023

   
  Complaint: 19386240
  
  I am rejecting this response because: In there advertisement they state that they will provide a custom landlord letter. I shouldn't have to provide the letter myself, just my landlords information. The website has a link to hit to provide that information and the link is broken and won't connect. If you are going to charge me for a service than you should have a working website. If they can provide a letter made out to *******************************, that would be acceptable. If not then I want a refund. Also I do not want to be automatically enrolled next year and charged again. This company really hasn't provided me with what they promise in there advertisement.
  
  Sincerely,
  
  *******************

  

  Business response

  02/26/2023

  Hello again, *******!

  Just wanted to clarify a few things, Landlord forms are provided by some landlords who have custom forms for the doctor to sign. We dont have the forms, but well be happy to get your doctor to fill out and sign one that comes from your landlord. Please understand, we don't have landlord forms on hand since each landlord form is different and custom questions are asked by each property/landlord.  We would also like to highlight that we prioritize accurate information, so if you've found something on our site that states that we directly provide forms, please send us a screenshot and a link to the page & well be happy to review it. One more thing we wanted to ask is if your landlord is requesting something beyond the *** letter that states you need your pet for emotional support. We'll wait on your reply in order to focus on moving forward in the best way possible. Thanks for your patience and cooperation!

  Customer response

  02/27/2023

   
  Complaint: 19386240
  
  I am rejecting this response because: I cant request a landlord letter from your site. I cant and haven't been able to get past this point. I have included a screen shoot of this process from your website.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am getting nervous that this was a scam. I have paid $99+ and have filled out the questionnaire about 3 times now. I spoke to an agent through chat stating that they never got the questionnaire and so to give another 48hrs. It has been more than 48hrs and still no letter of approval. I called and **** said that they do not see my questionnaire and she would escalate it and to wait another 2-3 days! I absolutely needs this approval as my landlord is waiting. I need this completed and sent to me or my money back please.

  

  Business response

  01/26/2023

  Hey there! Were sorry for any delays or errors regarding the questionnaire but as we looked into your profile we did find your issue was resolved. Your *** documents were emailed to you on January 14th 2023 (i'm attaching screenshot here for proof) let us know if you were unable to access or if another issue has occurred with the documents! Thanks for your patience and have a great day!

  Customer response

  01/26/2023

   
  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,
  
  ******** Del Cid *****

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid this business $87.99 on 12/31/2022 for services that were guaranteed within 48 hours. I have not received any documents in my email (yes I have checked my spam box as they suggest) and I have not received any response from their customer **********************, despite multiple attempts to reach them. I believe this business is a scam and I have demanded a refund from them. I am reporting them to the BBB in hopes that others will not fall victim to the scam like I have. I have attached photos of proof of my payment for the service as well as their failure to respond to my contact attempts and their 100% money back guarantee statement on their website.

  

  Business response

  01/10/2023

  Hey there, ******. We've looked into your account and communication history without customer ********************** team. We do see your account had a system processing issue where we did not receive a completed questionnaire from you. In order for our doctors to process your *** request we need all of the questionnaire to be completely filled out. In order to take a step forward in the best direction with you we've gone ahead and refunded your order on 1/5/2023 . (I've attached a screenshot here of the refund which has processed on our end). Wishing you all the best!

  Customer response

  01/11/2023

   
  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. ↩