ComplaintsforUS Service Animals LLC

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, on August 8th, 2023 I was given an "approved letter" from a psychist working for this page. When I asked for documents on an address I could use to be able to submit the form with my landlord I was told I could not have an address or basically no way to contact the doctor. I was then told I could not have a refund unless I went through a legal team, which was just a ****** survey questionnaire. I asked for a refund and was told I could not have one. I want the ****** placed back into my account.

  

  Business response

  08/10/2023

  Hi ********,

  I do apologize if you have had difficulties in getting the correct assistance that you need.  *************** is a contractor with US Service Animals and works out of her home when doing the consultations.  For her security, we do not give out that address.  The phone number for **************** is located at the top of her letterhead.  Here is a link for her license verification for the state of IN:   *****************************************************************************************************;  Here is a link to her website:  *********************************;   

  Also, the legal form that you were sent is a ****** questionnaire, once you complete the information it is then sent to our legal support team.  The reason for the questionnaire is so ************** knows the nature of the issue and how they can best assist you.  

  I hope this helps you with the information that you need.  

  Thank you,

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

  Customer response

  08/10/2023

  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.
  
  As I have previously stated, I cannot use this information without an address or any way for the place of living to contact the doctor. I have been informed by other employees that you guys use random numbers or change numbers constantly for protection, why I understand the importance of that It also makes it incredibly difficult to verify any information. As I have stated before, I cannot use this paperwork you have given me because it does not provide all of the information that I need to submit this. I literally cannot further the process without that information.

  I also found it very alarming that you allowed the same employee who I spoke with on live chat to then email me afterwards. Telling me that I rated their service bad when I don't know how to rate a service bad on your site. I found this very unprofessional and would like to request a refund of the ****** into my account because I cannot use this information that you have given me. Even then before that, by directly giving me the correct answers to their questions they willingly gave away my password. Luckily, it was actually me asking for the information and not someone trying to gain information on me. I'm sure that you keep receipts of your live chats since you allowed an employee to email me afterwards. So you can directly see that this did happen in fact.

  I Have also spoken with my landlords, and another doctor on this. The paper you have given me would be a direct HIPAA violation if I were to hand it over to them as it discusses my own personal medical needs. They said that I cannot hand write out my own letter and give it to them As I still would not have all of the information necessary for me to complete this process. 

  Again, I'd like to request the ****** back into my account. As the paperwork that you have provided with me I cannot use. 

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

  
  

  

  Business response

  08/11/2023

  Hi ********,

  It is my understanding after speaking with one of our legal support agents, *******, that you are no longer requesting the withdrawal of the prescription and a refund.  Is this still the case?  Do you need ******* to reach out to you again?  

   

  Sincerely,

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

  Customer response

  08/11/2023

  Yes, after speaking with ******* and having their help I did get an answer I was looking for. 

  I did inform the BBB of this but it is likely not gotten to them yet which is no problem. 

  
  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

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was told by a friend to contact this company in help to find a Mental Health Professional to provide me with an updated *** letter. This letter come to find out is not real and does not have an actual official letterhead with address, etc. on it. The rental company will not accept this letter and deemed it as a fake. My order # is ******* and I was told I would need to speak to their legal department in order to receive a refund but because this will not be accepted at all, no matter what, I would just like a refund for this so I can go see an actual in-person therapist.

  

  Business response

  07/25/2023

  Hi *******,

  All of our mental health professionals are thoroughly vetted during their onboarding process. I have also reviewed the letter that you received after the consultation with ****************** and the letter is showing to be on her letterhead.  I have attached a copy of her valid license in the *****************, as well as a copy of the approval letter from ****************** for your review.   If you are having a legal issue with your landlord not accepting the letter, we do provide all of our customers with legal support.  You can contact our Customer ********************** department at ************.

  Sincerely,

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

  US Service Animals

  Customer response

  07/25/2023

  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 understand paying for a service but I am not able to use the letter that was provided for me from USSA. I understand using their legal and a legal process but at this point because they are not accepting the letter and saying it is fake/scam - I am now just going to a new in-person therapist to receive a letter that they will actually accept. There is nothing regarding this letter I received from USSA that is changing their minds in their decision to use the letter. They said any letter from USSA is not real. I also see that other people before me have had this same issue as well going off of USSA's BBB reviews. I don't understand how my case is any different than anyone else whose landlord company told them they cannot use this USSA letter and that they were given a refund. I would just like my full refund of what I spent for this letter to solve this issue.
  
  Regards,
  
  ***********************************
  
   
  

  

  Business response

  07/26/2023

  Hi *******,

  I have fully refunded the cost of the service.  You should receive an email regarding the refund.  You will also receive some emails from our legal team regarding withdrawing the prescription, and the letter approved by the mental health professional will no longer be valid.

  I apologize that the letter did not fulfill your needs.

  Sincerely,

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

   

• Initial Complaint

  07/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 29, 2023 I paid $179.99 to US Service animals for a doctor to write a letter for an emotional support animal. I was then told by my landlord that the letter was not valid due to them not being able to contact the **** The contact information for the counselor was invalid and my landlord nor myself were not able to contact the **** I tried to look up the clinic the *** states she worked for and it was nonexistent. The order number for my letter was *******. Im not at all happy about this and very upset that I wasted my time and money and shared my personal information with this company to now having to rehome my dog until I can get a letter from a doctor in my state. I would like a full refund and any information of mine to be removed from this company.

  

  Business response

  07/04/2023

  Hi *******,

  I apologize that you are having difficulties reaching *******************  She is a licensed mental health professional that is licensed in the ***********.  I have included a copy of her license that can be viewed **********************************************************;   The website for ****************** with her email address and phone number is *******************************************; I am not sure what happened as to why you or your landlord were unable to reach her as the information on her letterhead is correct.   I have requested that a customer ********************** agent reach out to you so that we can provide you assistance with our legal support team.

  Sincerely,

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

  Customer response

  07/06/2023

  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.
  
  This proposed action by US Animal Services will not resolve my problem. I asked if I can have accurate and updated information for the mental health provider that issues my letter and they were not able to provided that information to me. My landlord will not accept the letter unless the letter has reachable contact information on it. I was declined and had to removed my pet from my home. US animal services promise a legit letter for the price $179.99. The letter was not valid and would like a full refund.

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

  
  

  

  Business response

  07/10/2023

  Hi *******,

  I have fully refunded your order for $179.99.  You will be receiving some emails from our legal team regarding the withdrawal of the prescription.

  Sincerely,

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

  US Service Animals

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacted US Service Animals to see if I qualified for a Service Animal letter. I was specific that was what I wanted. ***y took my credit card and told me I would receive a call from a health care professional. Several hours later I did and was told my dog did not qualify for a service dog letter. She was very specific that since I had no way of finding the person he trained with she could not do so. I accepted that and moved on. ***n not ten minutes later I was told I received an *** letter and was being charged for that. If you know anything about this industry, those are worthless as they require no training or protection from the ADA.. *** issues in this case are I specifically asked for a Service dog letter. ***y told me they were taping me and know that. *** health care provider refused my request so she knew I didnt ask for an *** letter. I was bait and switched charged for something I do not want and did not ask for. ***y took it upon themselves to give me something that was never discussed. When speaking with legal they tried to lie to me and say they are the same but their own website makes distinctions. ***se people are praying on PTSD diagnosed patients who dont need more stress in their lives because they think they are vulnerable. I cant stand aside and do nothing. My mental health professional counsels ne to stand up for myself.

  

  Business response

  06/27/2023

  Hi ****************,

  A supervisor from US Service Animals called and spoke with you yesterday regarding your order.  The payment of $119.99 you made was fully refunded and a free training course was set up for you.  As ****** should have explained to you, our mental health professionals do not have the ability to write a Service Animal letter as they cannot verify the training of the animal.  Once you have completed the training course that we provided to you at no charge, upload the videos showing that ***** can perform the tasks of the Public Access Test, we can try to see if ************************* will be willing to write a Psychiatric Service Animal letter for you.  

  I do apologize for any inconvenience or hardship this has caused you.   

  Sincerely,

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

  US Service Animals. 

  Customer response

  06/27/2023

  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.

  First, I specifically requested with your representative that ************************* be removed from my case. I was unequivocally told she would be. She was rude and unprofessional with me and should not be a licensed health professional.  I have proof of this on tape which I am using to file a complaint against her.  In addition I was very clear about what I was asking for (a service dog letter) which she did deny and I was fine with. What I wasnt fine with was that I was put in this hellish loop by the original rep I spoke with who knowingly took my card info and then sent me on to the health professional so I would be charged for something I did not qualify for and ultimately did not get.  Then of course ************************* proceeded to charge me for a medical diagnosis of which she spent all of 2 min talking with me about. No ethical licensed professional makes a medical diagnosis in 2 min first of all. Second of all I told her my diagnosis I already had received after three years of psychiatric care, so all she did was write down some, not even all of what I told her and charged me as if she miraculously came up with a diagnosis in 2 min.  I do not believe she is ethical and likewise do not trust her. I made it clear with your rep I spoke with I would not work with with *****  ******** and was told I did not have to. 
  

  Secondly the link you sent me to The Dog  Academy doesnt work. It will not accept me. Says I am revoked. None of this surprises me because I have been lied to since I started this process. Just one more lie to add to the list of so many. You can not understand how much anxiety your company has caused me by unethically starting me down your rabbit hole. 
  

  I hope this makes it clear as to why I do not accept your offer at this time. The pain and suffering you are causing a PTSD patient has been tremendous. 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
   

  
  

  

  Business response

  06/27/2023

  Hi Penne,

  I was not made aware that you had requested ***** be removed as the mental health professional.  We can certainly set you up with another mental health professional once training is completed and the videos have been submitted, that is not a problem at all.    

  What else can we offer you to make you feel better about the situation?   The original agent that you spoke with and placed the order for you has been spoken with to ensure something like this does not happen in the future.  We have fully refunded the money that you paid and set you up with a training course at no charge that is normally $349.99.  

  Sincerely,

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

  Customer response

  06/28/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Once again..My access to your dog training program says revoked so no I am not satisfied. Please read peoples complaints carefully. Your company has put me through h*** going down a rabbit hole entirely of your creation.

   

  In addition,   saying you werent made aware when I know all conversations are taped is unprofessional.  Please do your job read complaints carefully so you understand them as well as review your tapes to make sure you are fully knowledgeable of the situation. No one seems to know anything with this company. The misinformation is rampant and you dont know your own rules. The only rep that has indeed been professional and kind with me is the one you say didnt make you aware 
  of my request about *****. She reviewed all tapes before speaking with me so was fully knowledgeable about the situation.,I suggest someone speak to YOU about doing the same. Your rep and I had a long conversation so its hard to remember every detail. Thats what the tapes are for. Review them so you know the situation before you offer someone something that causes them more anxiety because once again you dont know what your talking about. I dont think thats too much to ask for and I dont think the previous person should be responsible for spoon feeding you your job. 
  

  I am going to repeat this because I feel you probably did not absorb it. My access to your Dog training is saying revoked. What you have offered me is a bunch of bull just to get me to say I agree on the BBB site., Dealing with your company is a total nightmare. My life was simple before you interjected yourself by lying, taking my credit card   saying I had a chance for approval, charging me for nothing and then having your licensed health professional try to sell me your dog training program. Classic Bait and Switch.  Thats unethical and honestly she should lose her license. 

   

   Regards,
  
  Penne N
  
   

  
  

  

  Business response

  06/29/2023

  Hi Penne,

  I am going to have an agent with our partner *********** reach out to you to assist you with the access to the Psychiatric Service Animal training course.  Everything that I am able to see shows that you should be able to access your course.  I apologize if you are having difficulties accessing the course.  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order for an *** registration on March 31, 2023. The transaction amount was $102.97. ID number: ******* On April 3, 2023 I received and email stating that my product had been shipped. On April 10, 2023 I received another email stating that it could not deliver to my address. I double checked my address and confirmed it was correct. Later in the day I received another email stating it was shipped again. On April 15, 2023 it stated that it could not be delivered once again. I then got an email asking how their service was. I have still not received the product.I have sent a couple of messages to their support on the website but have never gotten a response back.The website also states that I would have access to a digital version of the registration. I do not have any digital registration. Seeing as I paid $102.97 for a product that I still have not received, I am very frustrated.

  

  Business response

  06/21/2023

  Hi ********,

  Please accept our sincere apologies in not getting your problem corrected in a timely manner.  I have fully refunded your order for the cost of $102.97 due to we did not get this corrected sooner.   I have also added free digital copies of the ** card and certificate to your order and those should be in your email at this time.   We have requested that your order be shipped to you again to the address of: 

  ***************************
  ****************************** Apt 205
  *********, ** 66502

  Your **** tracking number is:  9400111206207696886381

  Sincerely,

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

  US Service Animals

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 2nd 2022 I called to inquire about getting my dog certified for service dog. The girl on the phone sold me a package that included legal services as well as the training and certification for ****. I was told there would be support along the way and that this is a legit service. However I should have known that something was up when every question I had the girl on the phone seemed unknowing anything of the actual service. And more interested in selling me a vest and extra clickers. But the website look legit and I just thought that this girl was just having a bad day. $350 Later I can't get anyone to call me back. My landlord says that there is no such thing as a certificate of service animals. I can't believe I got scammed. Please beware!!

  

  Business response

  06/16/2023

  Hi ******,

  I am sorry to hear that you feel as if you were scammed.  The product that you purchased was for the Psychiatric Service Dog Training with our partner company dogacademy.org.  Once the training is completed, and the video assessment has been uploaded to ************ if the graders feel like the video shows the animal successfully completed the tasks required in the *** test, then they will submit a passing grade and issue a certificate that the training course was completed.   US Service Animals does provide legal support with all of their products.  Due to you feeling as if you were scammed, we will be refunding you the full $349.99 that you paid for your training course.   Please accept our apologies for any inconvenience and confusion this has caused you.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I originally requested an *** letter from this company, order #*******, which cost me $209.98 but this was not what I needed for my landlord and for travel. I then requested a ***, order #*******, which cost me $469.98 as I was told that I needed to purchase both the consult and *** training for my future pup. It was even put in my profile that I didnt have the dog yet and they stated that was fine and would put in generic information. When I got to the doc (same from the *** call), I also told him what the rep stated about purchasing the training in advance even though I didnt have the pup yet. He then reviewed his past notes and said he would approve the **** Somehow after, I received another *** letter. I replied to the email that also CCd the doc stating I received the incorrect one. The doc clearly responds in the email to the support team that he received the incorrectly request and he needed this updated by them to provide the *** but all I received was a diagnosis letter. The company refuses to provide a *** until after my pup is trained which is not what any of the reps stated nor the doc. Would like a full refund of $679.96 as I have not received a product that will be helpful in my situation.

  

  Business response

  05/31/2023

  Hi *****,

  I apologize for all the confusion regarding your orders.  To clear up a few things, the original order 2701770-the emotional support animal letter is what most landlords will require, and protects you under the Fair Housing Act.  However, due to the **** of ************** change in Dec 2021, airlines are no longer required to allow a person to fly with their emotional support animal in the cabin of the plane.  On Order *******, in order for a person to have a Psychiatric Service Animal, they must have a diagnosis and that is why the agent set you up with the diagnosis only consult to go along with the Psychiatric Service Animal Training.  Once the animal is fully trained, then we are able to message the provider and request a PSA letter.    

  Due to all the confusion, I have refunded both of these orders for you.  

  Sincerely,

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

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $100 for a fraudulent registration. Ive tried to use it in protected area multiple times and been denied each and every time with the same answer from all its fake . Id rather spend the money on a legitimate one then continue to look like a fool with this fake one

  

  Business response

  05/12/2023

  Hi ****,

  I do apologize if you were misled.  With an emotional support animal, a person only has one guaranteed right if they have a prescription written for an emotional support animal by a licensed mental health professional that is licensed in the state the client lives in, and that is the right to live with their emotional support animal.   Public places are not required to allow emotional support animals.  Some will but we advise customers they should contact the public place before attempting to take the animal.  

  I have fully refunded your order in the amount of $116.40.  That refund will go back to your payment type on file.  Depending on your financial institution, it may take **** business days for that refund to show in your account.  

  Sincerely,

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A year ago I purchased their *** letter and received one, cost me $161 . I tried to use the letter and the complex I live in wanted more information from the psychologist that gave it. Tried to contact the psychologist as she requested and was completely ghosted. Tried to contact US service animals and received an operator saying your call can't be completed as dialed please try again. Tried several times, got the same thing each time. So I gave up deciding it must be a scam. Last week they called me to inform me my letter was about to expire and I that I need to purchase a new one. I explained how I never used theirs and got one through my primary care doctor. Told them everything that happened. The lady on the phone transferred me to someone else, SHE told them I wanted a refund. The new lady, then sent me a form for their legal team that I had to fill out. She said they are the only ones who can issue refund. So I filled it out as she requested. Today I got a response and they are threatening me. Saying if I continue with my "withdrawal" I will be taken to court and they will make my cat and myself have no where to live. THESE PEOPLE ARE A SCAM. I never told US Service Animals that I wanted a refund. I transferred and forced to ask for one. But now.. now I want my refund.

  Customer response

  03/13/2023

  The complaint against US Service Animals has been rectified. They have issued a refund.

  
  

  Thank you for your support and time.

  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I thought that everything was real but it is not like that, in 2021 I paid to have my dog ??an emotional support dog, to be able to live with my dog ??and it worked and I thought that everything was fine with this company until in 2022 I contacted with the company US Service Animal and I pay the sum of $452 on 09/20/2022 to make my emotional support dog a service dog since this company assures me that if my dog ??is a service dog I will be able to travel with my dog by plane wherever I want, But it was not like that the day I had to travel with my dog ??in December 2022, the airline prohibits me from traveling with my dog ??because the service dog registration is not valid. I thought that the airline was wrong and I contacted a legal department to file a lawsuit for the airline and it turns out that my service dog registration is not valid everything is a lie so please I need my money back because everything what they sold me is a lie, a scam.

  

  Business response

  02/24/2023

  Hi *******,

  I am sorry to hear about the problems you experienced in travelling with *********** *** airlines have specific requirements in being able to fly with your service animal.  Each airline is different and must be contacted ahead of time to find out what their specific requirements are.  However, as long as your animals is trained to perform a specific task to assist with your disability, and you have followed their steps, they cannot deny you the right to fly with your service animal.   

  Due to the problems that you experienced, we have fully refunded $452.96 to you.  Depending on your financial institution, please allow **** business days for the refund to show in your account.  

   

  Sincerely,

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

  Customer ********************** **** Head

  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. ↩