ComplaintsforUS Service Animals LLC

• 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 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 20, 2023 I paid $179.99 to US Service animals for a doctor to type a letter for an emotional support animal. I was then told by my landlord that the letter wasnt valid due to her not being my regular doctor. The order number for my letter was *******. Im not happy about this and would like a full refund so I cant pay to go to a new doctor.

  

  Business response

  01/24/2023

  Hi ******,

  I am sorry to hear that you are experiencing difficulties with your landlord.  We do offer legal support with our services.  We are emailing you a legal response form so our legal team can direct you in the steps to take to ensure your emotional support animal is allowed to live with you, under the Fair Housing Act of 1988.

  We have also fully refunded the $179.99 that you paid for the consult with the licensed mental health professional. You should see that refund to your payment method on file within **** business days depending on your financial institution.  

   

  Sincerely,

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

  Customer ********************** ***** Manager 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to use this company to register my dog as a service animal. I brought the letters to my leasing office and they informed me that this was a scam. I spent over $600 just to not even be able to have my dog with me. Im am being threatened to get rid of my dog in 2 weeks or else I will be evicted. This is a SCAM. I just want my hard earned money back.

  

  Business response

  01/11/2023

  Hi Kyara,

  We do apologize that you have had problems with your landlord.  We have submitted a legal response to your email address on file, if you will fill that out and return it to us, our legal department will be able to provide support for any roadblocks in your way.

  In addition to the legal response, we have fully refunded your order in the amount of $652.94.

   

  Should you need any further assistance please contact us at ************.

   

  Sincerely,

  US Service Animals

   

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Today, 12/28/22, I was charged a pending $179.99 for a consultation and doctor ****** for an *** animal. After looking at the other BBB reviews and attempting to look up the license number of the psychologist they assigned to me, only to find nothing on the state board website, I tried calling their company and asking why the license wasnt legit. They said their supervisor would call me back, but I havent received a call from anyone. I am incredibly frustrated with this business and the process Ive had to go through. This company is a FAKE and needs to refund my money.

  

  Business response

  01/10/2023

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

  Please accept our apologies for not getting back with you in a timely manner regarding the license information of the mental health professional.  Due to this, we have fully refunded your order as requested.  The information regarding the license of the mental health professional has been sent to your email address on file by the agent that called and spoke with you today. 

   

  Sincerely, 

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

  US Service Animals

• Initial Complaint

  12/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 13th I received an email from US support animals I've registered 4 cats in 2yrs. I'm on their mailing list so when I saw there was a sale of $9.99 on digital registration certificates I fill out all information pertaining to my ***************************** went to check out but the items in the were not what I was buying there was a pictured registration and a certificate of registration for $89.99 each at the bottom was the digital registration certificate (best seller) for $9.99 was the I wanted so I deleted the one I was not buying and the one I wanted disappeared I called the company spoke with a representative who transferred me too customer ********************** who transferred me to sales that I would have to buy the $89.99 item to get the ones they have advertised for $9.99 I told the man that isn't what the advertisement says nor is it stated anywhere on your website that you would have to buy on to get the other at advertised prices this is very misleading and this should be taken down my order was based on their price advertised I was then placed on hold he would speak with his supervisor his return he said he was advised to offer me $40 for each of the items I never wanted again to get the digital registration certificate they advertised for $9.99 each. I told him this is unacceptable and they should stop fraudulent advertisement & misleading their customers.

  

  Business response

  12/16/2022

  Hello,
  
  I apologize for any inconvenience or confusion. I am going to have someone contact you and help you get your digital certificate for $9.99. I believe there was some confusion with our customer support because there was a promotion going on at the same time. We will reach out to you right away and get you taken care of. 
  
  Please let me know if there is anything else I can do to further assist you. 

   

  Thank you,

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've already had an issue with this business and had to file a complaint just to get a refund. Now I see they are charging reoccurring payments to my debit card without my permission. I have NO idea what these charges are, I have not signed up for anything. It says I am being charged for "Gasoline"???????? This company sells defective *** materials, why on earth am I being charged at all, let alone for gasoline????!!!!! I DO NOT want to do any business with this company. They are nonstop emailing and texting me, they will not leave me alone. This company has been a nightmare. I want the reoccurring payments to STOP immediately, and I want all my money back; and I do not ever want to be contacted by them again.

  

  Business response

  12/16/2022

  Hello,

   

  I apologize for the issues. It appears that your subscription for the joint pills was not successfully cancelled the first time so I made sure it was cancelled this time. Please see attached refund for $32.16, for the recurring joint pill order and also please see attached proof of subscription cancellation. The category "gasoline" was a label added by your bank, not us. ***** decide on those categories based on what they think the transaction is about but we sell pet products online so that is an error on their end. Please allow 3-5 days for the funds to appear back on your card ending in ****5593. 

   

  If there is anything else I can do to further assist you please do not hesitate to contact me. 

   

   

  Thank you,

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I registered my dog as a service dog with this company. When I attempted to take my dog into a store with me, I was confronted and denied entrance, being told that the registration was fake and had no legal baring. I spent around $200 for this registration and it was all for nothing! Now, I'm back to square one.

  

  Business response

  12/03/2022

  Hello,
  
  I apologize for the inconvenience and any issues you may have experienced. I have fully refunded your order back to the card on file. Please allow 3-5 days for the funds to appear back on your card. 

   

  If you have any further questions or concerns, please do not hesitate to reach out.

   

  Thank you,

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

*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. ↩