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:04/15/2025

  Type:Billing 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.

  In July of last year I used US Service Animals in order to get an *** letter for my cat. I paid them $179.99 at the time and I thought that was it The payment went through, I received my order receipt and this is the ONLY transaction with them that shows in my order history on their website.Despite this, I noticed today a $19.99 charge in my account from them. Tracing it back I can see that they have been charging me $19.99 every single month since then, a charge that I most definitely did not authorize. I do not see anywhere on their website that I have an active subscription with them (nor did I ever approve one) and, as shown in the attached images, I dont have any history of agreeing to such a transaction in the order history they provide on their website. I also know that these payments they have been charging me each month arent for the original $179.99 purchase I made, because I can see where I was charged in my checking accounts transaction history for that purchase.I would like these charges to stop and to get the money ive been erroneously charged back. (the $179.91 from 9 months of unauthorized $20 charges)

  

  Business Response

  Date: 04/18/2025

  Hi ****,

  I do apologize for any inconvenience this has caused you.  The charge that you were seeing is a monthly charge for our VIP program.  It allows our customers to get a free yearly renewal, a free training course from ************ free product replacement, as well as discounts from the many partners we have with US Service Animals.  The program is offered free for the first 30 days.  

  I have cancelled the monthly subscription and I have refunded all of those monthly charges.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 want to close my account and be refunded all 3 purchases for the 354 dollars. I am NOT happy with the service I've received. I have been fooled by this company and so has a few friends of mine. I want all of my information deleted and the money back. Again I am NOT happy with this service.

  

  Business Response

  Date: 04/18/2025

  Hi ******,

  I am very sorry to hear that you were not satisfied with the service provided by US Service Animals.  We pride ourselves on providing excellent service to our customers and are sad to hear that you feel as if you have been fooled.  We follow all state and federal laws regarding someone living with their emotional support animal.  We also offer legal support to anyone that has roadblocks standing in their way of living with their emotional support animal. 

  I have fully refunded the order for your consultation, the other 2 orders had already been refunded.  I have attached copies of the refund pdfs for you.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:03/14/2025

  Type:Product 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 requested a refund of my order (#*******), per their refund policy listed on their website. (Direct quote of their policy:)"If you are not completely satisfied, please call us or email us for a 100% refund with 45 days or your purchase. My order was placed on January 23, 2025. My original email asking for the full refund was dated March 3, 2025, and is within the 45-day limit. I listed reasonable cause for requesting the refund--they charged me for a VIP program that I did not sign up for (in fact I asked to opt out when they originally offered it over the phone), and there was no easy way to opt out, which is against click-to-cancel laws. I found nothing for opting out of the VIP program on their website except for the note that I could call or email them. However, when I attempted to call to cancel, they put me on hold and after about five minutes it went to voicemail, even though they informed me I could stay on the line until someone was available to assist me. After requesting the refund I was offered the VIP again at lower prices multiple times, and eventually, after telling them repeatedly that I did not need it and as previously stated wished to receive a full refund of my actual order, they finally told me they were going to cancel my order.I waited over 5 business days for the refund to hit my account and it never did. I reached out again and they apologized, saying they would refund $30 instead of the $19.99 (they were supposed to cancel my entire order, not just the $19.99 from the VIP they inappropriately charged me for), for my inconvenience. I emailed them again to clarify, as it was strongly implied that I would be receiving a full refund as they previously told me they were cancelling my order. I have received no reply from the business since then.There is no reason I should be denied a full refund, as they clearly offer it, and I have reasonable cause to request it. They have not given me a reason for denial either.

  

  Business Response

  Date: 03/19/2025

  Hi ******,

  I do apologize for any confusion regarding your order.  As you know on our website, the refund policy is a little more extensive than what you have quoted here in the complaint and states that for a refund on the *** letters, those are required to go through our legal dept.  However, when you reached out to us initially via email, the agent responded to you that she had refunded your order, then when you later contacted us about not receiving your full refund, we backtracked on what you were originally told.  This does not make for a good customer ********************** experience and we do greatly apologize.  We have fully refunded your purchase due to the miscommunication in the first response to you.  Attached is a copy of all the refunds issued.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:02/26/2025

  Type:Product 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 recently used usserviceanimals to try and get an *** letter for housing at my college/university, which I thought was a government owned resource. When meeting for my consultation and finishing up the phone call, I was told to lie to my housing saying to tell them I have met with this provider multiple times and that they were referred through my insurance, which they were not. As a person who values honesty and does not wish to live under guilt or constant stress on top of my ongoing anxiety, this really made me feel uncomfortable. Once I sent the letter to my school they told me that I was scammed and that I should request a refund and that I should not be paying such an extensive cost for something that is not accepted by AHEAD. I wanted to receive an *** letter for housing, not to be under more stress to live with my *** animal.

  

  Business Response

  Date: 03/06/2025

  Hi Claryssa,

  I am sorry there was any misunderstanding that we were a government affiliated business.  I am also uncertain as to who would have told you to lie to your housing about how many times you had met with the provider or how you were referred to the provider.  That is not anything that we would suggest to our referrals and this is being investigated.   We do not ever mean to cause our customers additional stress.  

  We have fully refunded the charge for the cost of the service.  Our legal team should have emailed you documentation regarding the withdrawal of service.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/31/2025

  Type:Product 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 am filing this complaint due to deceptive business practices and a failure to honor a promised discount. 1. Misleading Business Name & Representation US Service Animals gives the impression of being a government-affiliated organization, which it is not. This is misleading to customers who may believe they are dealing with an official government service. 2. Inadequate Therapist Consultation The company claims to provide an evaluation by a licensed therapist before issuing an emotional support animal (ESA) letter. However, my “consultation” lasted only one minute, which is far too short for a proper evaluation. This raises concerns about the legitimacy of their service. 3. Failure to Honor a 10% Referral Discount I was promised a 10% referral discount, but the company refused to apply it to my order despite my eligibility. 4. Request for Full Refund Due to the misleading nature of the business, inadequate service, and refusal to honor their discount, I am requesting a full refund of $229.99. I expect a prompt resolution and request that the BBB investigate this company’s deceptive marketing practices.

  

  Business Response

  Date: 02/08/2025

  ** *******

  We have attempted to contact you by phone and email regarding this complaint to discuss this with you.  Regarding the name of US Service Animals, there are many companies that start with US that are not government affiliated, any agency affiliated with the government would usually have a .gov in the url to their website.  

  The therapist that you spoke with conducts each consultation as they see fit, we are unable to tell them how to conduct the consultation or set limitations on them.  Also, due to you are a California resident, the mental health professional has to do an additional consult with you before writing a letter for an emotional support animal.  That is due to the state of California requires an ongoing relationship between the client and therapist.  

  Due to your dissatisfaction with this service, I am fully refunding you the remaining amount of $224.99.  We will be advising the mental health professional the 2nd consultation is no longer required and you will not receive the emotional support animal letter once the 30 day hold is up.

  Sincerely,

  US Service Animals

  Customer Answer

  Date: 02/10/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22879873, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ***

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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 on the **** website to get my pet registered as an *** pet. About 30 minutes after I gave the website my phone number I got a call. I wasn't aware that they were going to call me, let alone during this call take my money to "hold it" until I got the *** form. I am a college student and wasn't fully aware of the process to get an *** animal. After I gave my money to this website I looked into if this comapany was a good way to get an ***. I have noticed many people said it is not. I would like a refund due to the fact that I feel like I want to find a better way to get an ***. Thank you.

  

  Business Response

  Date: 02/03/2025

  Hi ******,

  Our website and our sales agents advise our customers that the consults are "risk-free", our agents also explain on each call that a hold will be placed on the card until the consult takes place.  If the client is approved, the client is then charged for the order, if the client is not approved the hold is released.  Also, due to you living in **, the California state laws recently changed requiring a mental health professional to establish a relationship with the client before they can issue an emotional support animal letter.  

  Due to your dissatisfaction, we have fully refunded your order.  We have also changed the email address on your account, so when the 30 day hold is up you will not receive the letter from the mental health professional.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  US animal services worked with ********* ***** who is a contracted counselor I believe through them. She asked me very inappropriate questions and did not give me a moment to get situated and prepared for the very rude questions that she asked. She then said that I was projecting on her (whatever that meant,) a whole bunch of derogatory things in counselor dictionary type of way to try to make me feel belittled. Afterwards she said I don't deserve to have a support animal. This happened today January 27th I got a phone call probably close to 1:00 from her. I would like a refund of all the money I spent which is about $300 I would like a formal apology from the company and I really think they should be made aware that ********* ***** should not work there for them. She has been continuously calling me an even left a message harassing me and threatening me with a lawsuit. I have added a screenshot of the phone calls. As well as the denial letter. I do have voicemail I just don't know how to send it.

  

  Business Response

  Date: 02/03/2025

  Hi *******,

  I am very sorry to hear that you had such a difficult time with ********* *****.  She is no longer working as a licensed mental health professional as of last week.  

  In reviewing your orders, all moneys have either been voided or refunded.  Attached is a screenshot showing the transactions.  

  Please accept our sincere apologies.

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  Approximately 6 months ago, I used live chat on this companies website to let them know I wouldn’t need their services anymore. The rep I talked to said it was no problem and said I would be taken off. Fast forward to today, I have received phone calls everyday for the past 8 days (minus Christmas) from this company wanting me to renew service. I have told now two of these callers to stop contacting me. This is harassment to the fullest.

  

  Business Response

  Date: 01/06/2025

  Hi *********

  I do apologize that your request to not be contacted wasn't taken care of when requested 6 months ago.  The agent that you spoke with on the 31st of Dec. did put you on our do not call list.  I have attached a screenshot of your account showing that your number is on the DNC list.

   

  Sincerely,

  US Service Animals

  Customer Answer

  Date: 01/06/2025

  [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 22752053, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******** ******

• Initial Complaint

  Date:12/23/2024

  Type:Customer Service 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 called to seek assitance getting my husky certified as an emotional support animal. I was told after they took my payment I would recieve a link for my first therapy session. I waited and did not. I tried to call and could not speak to a human - kept getting sent to a voicemail box. They were so quick to call to sign me up but cant talk to anyone with a concern. I was given a "VIP Concierge" number to call and it was a fake number. After reading all the other reviews I agree that it is a scam and I want a full refund and cancellation of any kind of exsisting membership associated with this company.

  

  Business Response

  Date: 12/26/2024

  Hi *****,

  I do apologize that you feel you were scammed.  The licensed mental health professional that you were assigned to would be the one that sends out the video links for the consults.  The mental health professionals are contractors with us who work on a part-time basis, a good majority of the mental health professionals work a full time outside of US Service Animals and do the consults in between seeing their clients in their office.  Your consult was cancelled and the preauthorization voided upon your request, which looks to be 36 minutes after your initial order.  Attached is a screenshot showing that the payment was voided.  Depending on your financial institution it may take 3-5 business days for the hold to drop off of the account.  

  Sincerely,

  US Service Animals

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service 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 called this place and was guaranteed their *** letter was legitimate from multiple individuals. I NEVER spoke with a doctor. I spoke with a guy named **** in customer **********************. They assured me their legal department will assist me if my landlord fought me about it. Well, they did NOT! Nor did they tell me that by turning their *** letter in to *** for a complaint or to a judge could result in ME being charged with falsely claiming my animal is an ***. The collar, registry is all a lie too. They caused me more trauma than the landlord did. I demand a full refund for the lies they used to scam me out of my money. I do not want to hear anything about I received a product. No, I paid for a legitimate product and they sent me a fraudulent product. They cant send anyone a legitimate product because the service is not legal. They are predatory!!! I will not settle for anything less than my money back.

  

  Business Response

  Date: 11/25/2024

  Hi *****,

  I am sorry to hear that you are not satisfied with the service that you received.  In reviewing your account, it shows on our side that **** ********** (Licensed Professional Counselor)  spoke with you on Nov. 14 and diagnosed you with a mental disability to support your need for an Emotional Support Animal.  Federal Law nor the state law of FL requires that it be a Doctor that gives such a diagnosis.  Also, FL state law does not require multiple consultations with a licensed mental health professional before being able to diagnose the need for an emotional support animal.  Our legal team has made multiple attempts to reach out to you, once you submitted your complaint on Nov.14th. Should you need further legal assistance, please respond to one of the emails our legal support team has sent to you and they will contact you as quickly as possible.  

  Due to your dissatisfaction with the service, we have fully refunded the $206.15 that you paid.  Please allow 7-10 business days for that to show on your payment method on file.  

  Sincerely,

  US Service Animals