ComplaintsforUS Service Animals LLC

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had high hopes the *** document would work but then figured out every place we applied to for rent wanted a letter written by a therapist which is standard just about everywhere so after paying the $115 that I didnt even need I also had to pay an additional $230 and wait 30 days to receive my *** letter written by a therapist so over $345 spent

  

  Business response

  03/16/2024

  Hi ******,

  I apologize for any misunderstanding or confusion that purchasing the registration may have caused.  Our website is pretty clear when purchasing the registration that it is for identification purposes only and most landlords will require an emotional support animal letter written by a licensed mental health professional.  The laws of the ******************* regarding an emotional support animal letter states that a mental health professional cannot write a letter with only one consultation, therefore it does take longer for ********** residents to be able to receive the letter if they are approved by the licensed mental health professional.  

  Due to the misunderstanding that the registration would be enough, we have fully refunded the cost of the registration.  You should receive that refund back into your account within 7-10 business days, depending on your financial institution.  

  Sincerely,

  ***********************

  US Service Animals

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  i purchased a package with them and subscribed to the *** service and am looking to cancel, i called last week leaving them a message and they have yet to call back.

  

  Business response

  02/20/2024

  Hi ****,

  I do apologize if no one reached out to you in regards to the cancellation of the *** service.  The cancellation was done yesterday for you when you emailed in.  Attached is a screenshot showing the *** service has been cancelled.

   

  Sincerely,

  ***********************

  US Service Animals 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have set an order for my dog to be *** certified. I gave them my card number over the phone and my money was took. Then days later they tell me that the payment didnt go through when they clearly took it from my bank. I have been going back and forth with them for my money back but they can never give me a straight answer. They have stated that a refund would take 3-5 business days and its been 3 weeks since my refund should have been processed. This all happen on January 16th, ****

  

  Business response

  02/12/2024

  Hi Maquela,

  We have released the preauthorizations that were on your credit card on Jan. 16, 2024.  Anything further you would need to contact your financial institution.Attached is a screenshot of those voided preauthorizations.

   

  Thank you,

  **********************;

  US Service Animals

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got an *** letter for my dogs from the **** mental health providers... but it has now become an issue as no one will except my letter. my order number is *******, the first letter I for a few years ago was okay, but now trying to rent a house has become an issue and has caused me to have to live with family, I would like a refund, because the letter is a fraud/scam according to every housing company I have applied too. I have lost 100s of dollars applying to houses, only to be denied because of this letter and a fake address.

  

  Business response

  01/29/2024

  Hi ******,

  I am sorry to hear that you are having problems with the landlords in trying to find a place to live with *****, Kona, and Nova.   For any type of refunds on the consultation, those must go through our legal support team.  I have requested that a legal response form be emailed out to you.  Please complete the form and send it back with the information being asked and someone from our legal support team will assist you.  

   

  Thank you,

  ***********************

  US Service Animals 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After purchasing the registration and setting up the consultation (and paying $300), I have not received any documentation or communication from this company. I would like a refund for the registration and for the services I never received. A total of $300

  

  Business response

  01/24/2024

  Hi *******,

  I do see that you are set up for a consultation with ********************  The system shows he attempted to contact you yesterday at phone number **********, but there was no answer.  He will attempt to contact you at least 2 more times.  We cannot send out the prescription letter, until the consult takes place with *********  If you are approved, the letter will be sent to you via email.  Please watch your phone for any unknown or private numbers, and make sure no spam blockers are turned on.

   

  Sincerely,

  ***********************

   

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received any calls from the doctor to receive services or obtain a letter. I was told I would be called within 24hrs and it has been close to 72hrs. I also have not received the registration either for my pet.

  I would like a refund of $300 for both the registration and doctors calls/letter.

  
  Regards,
  
  *******************
  
   

  
  

  

  Business response

  01/29/2024

  Hi *******,

  I do see that the order that included the consultation has been cancelled, so those funds should be released to your account soon, if they haven't already.  I have also just requested a refund for the registration for Nox.  Those funds should be back in your account within **** business days.

   

  Sincerely,

  ***********************

  US Service Animals 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Us service animals claims to have legitimate paperwork to allow your pets to be excepted into any apartment, homes, or businesses with no exceptions. They state you won't be turned down for housing of any kind.. What you get is a premade print out emailed to you after you wait 24 hours to get a call from a person they claim is an emotional support doctor. Then they take $179.99 payment for the consultation.....This business has some issues, the paperwork I got for my pets to be Emotional support animals is not real , it has basic statements on there saying yes we have evaluated this person and found them to benefit from an emotional support animal. Not one of the apartment managers would except this printout. They all have their own papers they need your doctor to fill out. When they try to connect with this doctor they are no were to be found. You then amazingly get an email from us service animals stating you need to pay another $69.99 for more paperwork to be sent to your landlord.......what......um I thought you said all I would need is the *** paper and that's it ....that all apartments have to except it....what a lie.I want my money back. This company is fake it's all a scam. They have it set up real good to make it look real with phone numbers and an order department ECT. When you look up the address for the Emotional support doctor's ******** it doesn't exist....it goes to a residential area in that town I want my money back all $179.99

  

  Business response

  12/27/2023

  Hi *****,

  The prescription letters are written in conjunction with our attorneys and the licensed mental health professionals that contract with us.  We do not claim that these mental health professionals are doctors of any sort.  The patients can be approved by Dr's or licensed mental health professionals that are licensed in the state the client lives in.  It is not required by Federal Law that the mental health professionals reside in the same state as the client, only that they be licensed there.  As the majority of the mental health professionals work with us on a part time basis, some will use their address on their letterhead.  If you present the letter to your landlord, and they refuse the to allow your emotional support animal for any reason, we do have a legal support team to walk you through any roadblocks that stand in your way.  

  You should have received an email in conjunction with the email regarding the approval letter with recommendations on how to talk to your landlord regarding the emotional support animal letter, as well as a draft document showing you how to request reasonable accommodations for you and your emotional support animal. 

  Sincerely,

  ***********************

  US Service Animals

   

   

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  I feel the response did not take my issues in consideration. They found a way around everything I stated. This company is set up to protect themselves in any situation, with explanations and excuses for everything. They word things to make the ***** person believe they will get the real deal and talk to an actual doctor. This is not the case. I'm very angry because this is my money they took and didn't deliver what they promised. I want a refund of all my money $179.99
  
  Regards,
  
  ***********************
  
   

  
  

  

  Business response

  01/02/2024

  Hi *****,

  I have fully refunded the cost of the $179.99 for the consultation.  You will be receiving some additional emails from our legal department for the withdrawal of the prescription.  

   

  Sincerely,

  ***********************

  US Service Animals

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i was promised my letter would allow me to have my animal live with me. i should have known that would not work as the therapist was on the phone with me for maybe one minute then told me shed write a letter. i gave it to my apartment anyway and as i thought they told me this letter would not work. i also was signed up through some monthly service for them i never wanted. i would recommend just keeping your money and going to sh actually therapist as they are just seeking money. you also will not receive your package that you probably did not want either

  

  Business response

  12/18/2023

  Hi ****,

  I would like to look into this more for you, however I am not able to locate an order under the name of ******************  Will you please provide me with your order number or the email address associated with the order?  

   

  Thank you,

  ***********************

  US Service Animals

• Initial Complaint

  10/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $300 for my cat to be my *** animal and I never received any of the letter I paid for or the package that I ordered either. I would like the full $300 back please

  

  Business response

  10/28/2023

  Hi ******,

  We are showing that the approval letter was sent to the email address of ******************* on May 20, 2023.  Attached is a copy of that email.  We have received no communication from you that you were having difficulties with any of your order.  Due to **** only holds their tracking information for 60 days, we are unable to get any information on the tracking number.  I will refund you for the cost of the package, but we cannot refund you for the cost of the consult with the mental health professional, as we show that you were emailed the approval letter.  

  I have just attempted to refund you $162.98, but the refund is failing.  Our system is showing that the card on file is no longer active due to it being reported stolen.  I will have an agent reach out to you to confirm your shipping address and we will send a refund check.  

   

  Sincerely,

  **********************;

  Customer response

  10/30/2023

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Paid: $222.94 Order #:2776889 I sought emotional support animal certification upon a significant traumatic event in my life. I came across US service animals hoping for a legitimate avenue to seek an *** letter. After I placed an order with them it came to my attention from my licensed professional that this service was not a legitimate way to achieve the letter I was seeking, I had sought resolution through my banks, with no courses of resolution. Had Id known this was not legitimate I would have never paid this service the $222.94. Even my landlord disclosed they would not accept any sort of documentation from this merchant for again there is no official *** registry, certification is not a thing. Its something you obtain from your own licensed mental health professional. I am again, asking the merchant to return $222.94 in full. Along with a method to mail back their merchandise, I didnt even use or present to my landlord. Especially after clarifying before the certificates came this wasnt a legitimate service. All items are in original packing, I am again kindly requesting a full refund in its entirety. I paid for a service that was unable to be utilized whats so ever.

  

  Business response

  10/23/2023

  Hi *****,

  The only thing required in order to live with your emotional support animal is a letter written by a mental health professional that is licensed in your state.  Your order originally included that consultation, however after numerous attempts the mental health professional was never able to reach you.  We have fully refunded all of your order.  

  Thank you,

  **********************;

  US Service Animals

   

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried calling them and I can't get through all the prompts without being placed in queue and then disconnected. Tried sending messages that are not responsive. Tried through the chat and was told I had to call. I no longer need their services. My dog has passed away. I am tried of trying to communicate with them. I want them to stop charging my credit card.

  

  Business response

  10/05/2023

  Hi ******,

  I am so sorry to hear about the passing of Kisses.  

  I also apologize that your request to cancel the *** service was not taken care of in a timely manner.  I have cancelled the *** service and refunded you the $19.99 payment that was withdrawn from your account yesterday.   I have also made sure to alert our Customer ********************** manager of the problem so we can make the necessary steps to improve our service.  This is definitely not the superior level of service we extend to our customers.

   

  Sincerely,

  ***********************

  US Service Animals

*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. ↩