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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Created 3 different accounts for family members today. Purchased emotional support cat/s kits. Logged out after purchasing. When attempted to log back in received "Incorrect login credentials" for all 3 accounts when I know darn well that the emails and passwords used are correct. Had to request to reset password for all 3 accounts. Only received an email to do so for 2 out of the 3 accounts. Unable to log back into one of the accounts. Hoping that this site is legit and not a scam.
Business response
08/05/2024
Hi ********,
I do apologize if you had problems accessing the accounts once they were created. You can contact our customer ********************** department at ************ between the hours of 7AM-11PM (CST), 7 days a week and any of our customer ********************** agents can assist you with your account. However, due to that you created 2 other accounts under other names, for security purposes our agents are only able to speak to the account holder's for those accounts.
Sincerely,
US Service Animals
Initial Complaint
07/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am requesting a refund because I paid for an emotional support animal certification and a *** vest which I did not receive. I was under the impression that in my state you need a certificate for an emotional support animal and come to find out I do not. I ordered a vest that was $60 and they sent me a collar instead. Then my dogs ID card has the wrong information on it. I tried emailing and reaching out for assistance for this to be fixed and I have not heard a response. It almost seems like they dont even try to seem legit.Business response
07/29/2024
Hi *****,
I apologize if our fulfillment team sent you a collar instead of a vest. The only interaction that we have received from you regarding receiving the collar instead of a vest was via email. Our agent did respond to you apologizing, as well as asking the color and size needed. We have not received a response from you with the information. The response may have gone into your spam or junk folder.
I will fully refund your order and cancel the product. The registration will be invalid once the refund takes place. If this is what you would like me to do, we will certainly take care of that for you.
Sincerely,
**********************;
US Service Animals
Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I spoke to ********** on the phone from US Service Animals. She told me I would need this certification for an emotional support animal in *********, and that their company is government tied. Come to find out, I do not need any certification, and, there no specific laws in my state regarding Emotional Support Animals. She provided me with false information. I paid $100 to get something worthless. I can just go to my psychiatrist for this. When I called back, they wouldn't answer. I need a refund.Business response
07/08/2024
Hi *******,
I do apologize if any of our agents misled you into believing that we were in any way government affiliated. That is not the truth at all, nor is a registration of an emotional support animal required by law nor does it provide you with any legal rights. We do offer over the phone consultations with licensed mental health professionals to see if a person qualifies for an emotional support animal letter. The letter from the licensed mental health professional is what gives a person the right to live with their animal under the Fair Housing Act. We will do a thorough investigation into this.
Your order has been fully refunded. Please allow 7-10 business days for the order to show in your payment type on file.
Sincerely,
***********************
US Service Animals
Initial Complaint
07/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Im requesting a refund us service animals is a fake site and fake doctors, the doctor that wrote my *** housing letter had just gotten his license that day I purchased, my landlord told me they searched the business and it was coming out of MA, us service animals is a scam and shouldnt be aloud to keep doing this to people. Im out a lot of money because they scammed me and lied to meBusiness response
07/08/2024
Hi ******,
US Service Animals is not a scam. Mental health professionals can be licensed at any time as long as they meet that particular states requirements. In order for a person to be refunded for the consultation with the mental health professional, it must go through our legal department as this is a legal document. We sent you a legal response on July 3rd, and again on July 6th but have not yet received the completed form back from you. Once you have completed the legal response, someone from our legal team would be able to further assist you. I also am not sure how your landlord would have searched US Service Animals and found that we were coming out of MA, our corporate address is clearly listed on our profile with ******* BBB, as well as on our website www.usserviceanimals.org.
For further assistance, please submit the legal response form that has been sent to you and our legal team will be happy to assist you.
Thank you,
***********************
US Service Animals
Initial Complaint
06/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased an *** certificate from USServiceAnimals.Org, which I never received. They emailed me saying I had an insufficient address, to which I replied and gave them a corrected address, but still never received the certificate in the mail. This was in December 2023. I am about to move and would like either a full refund or my certificate to be mailed to me.Business response
06/11/2024
Hi ****************,
I am so sorry that this was not corrected correctly to begin with. The first agent that requested the address change did not update the city from ********** to *******, so the package was sent back again. Due to the length of time it has taken us to get this corrected, I am willing to refund this purchase for you. However, with it being a Paypal payment and it is over 180 days, we cannot refund back to the original payment method. I can request a refund check be sent to you, or we can send a payment via Zelle if you use that system. I would still also like to get this registration sent out to you. Is the address that you sent us when you replied in Oct still the best address, or do you want this sent to the new address that you are moving to?
Sincerely,
***********************
US Service Animals
Initial Complaint
05/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was under the impression that the certificate for registering my animal would be enough. But come to find out, that you dont need the certificate at all, you just need the housing letter. But on the website it takes you through the whole process of ordering the certificate. So now, I am out $300 because no one informed me of needed just the letter. This is particularly frustrating because when I was on the phone call with them about the letter she proceeded to just tell me I needed both. So, I was lied to also. I want a refund for the certificate that I dont need in which I paid $100 for. Its just ridiculous.Business response
05/10/2024
Hi ******,
At the time that you purchased the registration on our website, this information is stated multiple times: This registration may be sufficient when presented to individuals in your everyday life. The ** Card, in addition to a vest, collar tag, and leash, many times go unquestioned. However, in order to receive federal legal protection for you and your **** Federal Law requires that you present your Prescription Letter for an Emotional Support Animal to your landlord. If you are in need of a Prescription Letter for an Emotional Support Animal, Click here to schedule a consultation and speak with a licensed mental health professional in your state today. If approved, you will receive your letter the same day and you will have the peace of mind that you and your *** are protected under the Fair Housing Act. If you previously registered with us, you will receive $25.00 discount off a consultation with a licensed mental health practitioner at that time. Also, as you are going through the process of setting up the registration, we do offer an upsell of the consult with the mental health professional.
I am fully refunding the cost of the registration due to you feel you were misinformed. A screenshot showing the credit is attached in the amount of $102.97
Sincerely,
***********************
US Service Animals
Initial Complaint
05/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On April 23, 2024 I purchased ($200) an expedited *** letter housing package through US Service Animals. The company policy listed is that if the letter is not accepted by housing authorities the customer will receive a refund. I am requesting a refund immediately. The doctor I was issued to by **** to speak with regarding my needs for emotional support is non verifiable within my state, meaning he is not licensed to practice in this state and therefore not credible. My landlord did not accept the letter and I am now being faced with moving and have had to remove my animals. I need my money refunded immediately, please do not go with this company for any reason!Business response
05/08/2024
Hi *****,
I apologize for any issues you had that our legal team was unable to assist you with. Attached is a screenshot showing the service being refunded on May 2, 2024.
Sincerely,
***********************
US Service Animals
Initial Complaint
04/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Transaction on: 4/21/24 I purchased what I thought to be a legitimate certification for an *** and it is a scam. I spent a lot of money on it and its not even legitimate. I want a full refund of my $120.65 This is ridiculous and I want my money backBusiness response
04/26/2024
Hi *******,
I do apologize for any confusion. In order for you to have housing rights with your emotional support animal under the Fair Housing Act, most landlords do require a letter written by a licensed mental health professional that is licensed in your state. We do offer over the phone consultations with our network of licensed mental health professionals.
When I pulled up your account, I did see that you have already been refunded for your registration. Attached are screenshots that show your updated amount charged to be $0, and the credit of $120.65.
Sincerely,
***********************
US Service Animals
Initial Complaint
04/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have placed 2 orders for my 2 dogs for emotional support registration then I called and cancelled both orders . I was refunded for one order number ******* and the other order I was told its been shipped but it still says processing on the website or preparing to ship and I was told they will email me a prepaid return label to send items back for a FULL refund of all the money I paid . Then today this afternoon I get a call from a very rude and unprofessional lady her name is ***************************** . She was very aggressive talking to me in a very rude and unfriendly and unprofessional way and she said I will only get a partial refund and then she said she made a mistake but there was NO reason for her to call me and argue with me because I already cancelled everything and was told I will get all my money back .A FULL REFUND OF ALL MY MONEY . This is the worst customer ********************** from this company and I am very glad I cancelled everything and I will be taking my business somewhere else . Very rude and unprofessional. I want a full refund for all my money for both orders for ************************* and ************************* and the order numbers are. ******* and ******* and I want higher management to call me and refund all my money . You just lost me and my whole family and friends as customers.so keep up the bad attitude and poor customer ********************** quality ********************** Your employee ***************************** is a very rude and unprofessional and unfriendly and aggressive employee and she should be coached and trained on how to talk to customers . This is not a war zone . Very poor customer ********************** quality and a very bad company to do business with . Refund me all my money .all my moneyBusiness response
04/17/2024
Hi ****,
I apologize that this was such a big hassle for you. This is certainly not the customer experience we want any of our customers to face. We will be investigating what happened during your interaction with our agent.
Both of your orders have fully been refunded. Order ******* was refunded on April 12, Order ******* three refunds took place. One on 04/10 for $40.00, 04/11 for $20.00, the last refund was in the amount of $105.71 on 04/13.
Sincerely,
***********************
US Service Animals
Initial Complaint
04/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Date of transaction: 3/28/2024 Amount of money paid to business: $492.97 The business committed to provide: "For all products except *** Letters, our return policy is 45 days, no questions asked."I am trying to get a refund. The business has not tried to resolve this issue. The business has many phone numbers attached to their business. I tried calling all of the phone numbers I could find and none of them are connected. I tried reaching out via chat on their website and they won't provide me with a customer ********************** phone number that works. They say the only way to get a refund is by phone, but it is impossible to reach anyone without a working phone number.Business response
04/02/2024
Hi *****,
I do apologize for the poor service that you received from our chat agent. I did find that you had also emailed in, the agent that responded to that email did request for an agent to call you in regards to your refund request. The order was fully refunded on March 29th. Attached is a screenshot of that refund. Please allow 7-10 business days for that refund depending on your financial institution.
Sincerely,
***********************
US Service Animals
Business response
04/08/2024
I do apologize, here is the correct screenshot.
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59 total complaints in the last 3 years.
20 complaints closed in the last 12 months.