ComplaintsforUS Service Animals LLC

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False information on website, I payed over ****** dollars for 5 fake certificates, 1 *** 4 service animals. They don't explain anything and the certificates are not valid for housing, they were rejected by landlord and after I emailed usservice animals they just said sorry they didn't explain things ,now I'm having trouble with my landlord and I'm stressing trying to find a real medical practice to actually help me out with my situation and it's very frustrating.

  

  Business response

  09/23/2022

  Hello,

   

  I apologize for the inconvenience and any confusion. Our records show that you had ordered (4) service animal registrations and (1) emotional support animal registration as well as (4) service animal collar tags and (1) emotional support animal collar tag. I have provided a full refund for your order because it appears there was some confusion. Please allow 3-5 days for the funds to appear back on your credit card.

  However, please note that our website clearly states that the registrations we offer are for identification purposes and have no legal protections for housing or travel. Attached are some screenshots of the registration pages on our site. In order to receive protection, you would need to speak with a licensed mental healthcare professional to obtain a prescription letter, as stated on our pages during registration. These letters are not available for service animals because service animals require specific training. 

   

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

   

  Thank you,

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

  Customer response

  10/02/2022

  [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.]
  The website does not say it's for identification purposes only,  that needs to be updated so people are not confused about your product. 
  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

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business claimed to register my dog as an **** The letter was completely fake. I paid upwards of $200 to get told when I tried to send the letter to a prospective landlord that it was not acceptable because it wasn't real. Now I have to find another way to certify my animal. I am very angry because they were very nice and reassuring on the phone all for it just to be fake.

  

  Business response

  09/24/2022

  Hello,

  
  I apologize for the inconvenience. It is common for landlords to dispute prescription *** letters from mental healthcare professionals so we strongly advise that you contact our legal department for help by emailing ********************************* They can assist you with your landlord to help you with these issues as part of our legal protection for our customers. Our *** Letters are legitimate and valid but many landlords do not know the laws or do not honor the laws that allow a prescribed emotional support animal to live with their owner. I have asked our legal team to reach out to you to assist you with your letter.

  I have also tried to refund your order because of hassle and inconvenience but the refund is being declined by your bank. Have you placed a chargeback or blocked us with your bank?

  Thank you,
  

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

  Customer response

  09/26/2022

  The business did not give me a way to reach back out to them. They are attempting to give me a refund, but the bank is declining. 

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the US Service Animal website and started to enter my information for registration in May 2022; however, I did not submit my information. I did more research and discovered I did not need their product / services. However, US Service Animals has continued to text and call my phone to reach out for a no risk consultation since May 2022. I do not want to be contacted and am frustrated by the number of attempts. This is a gross misuse of my personal information that was not even intentionally submitted to the business. They have called me from multiple numbers so that I cannot block their number, all with the same recorded message: ###-###-####, ###-###-####, ###-###-####, ###-###-####, ###-###-####, ###-###-####, ###-###-####. The number listed in their messages is ###-###-####, however they're contacting me from various numbers. I do not want to be contacted and there is no true way to opt-out. In one text correspondence from US Service Animals at 38727 number, they wrote on 9/15 at the end of their promotional message 'Text STOP to opt-out'. I replied STOP on 9/15; but continued to receive additional texts on 9/19: "US Service Animals: Welcome to US Service Animals! Msg frequency varies. Reply HELP for help, STOP to cancel. Text STOP to opt-out". This is deeply frustrating. I want to end ANY further communication with US Service Animals.

  

  Business response

  09/24/2022

  Hello **********

  
  I apologize for the inconvenience. Thank you for informing us of this issue with our call software, we will investigate it right away. I have removed your phone number from our system and added you to our 'Do Not Call' list so you will not receive any other calls. 

   

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

   

   

  Thank you,

  Jim B*****

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted this website to try to register my dog so that I would be covered by the state to have my dog in my apartment building, however it doesnt matter how nice they are to you they will scam you out of close to 300 dollars!! DO NOT fall for it!!! They charged me ****** for a fake ID card and a FAKE certificate that will not be recognized by landlords. I want my money back immediately!

  

  Business response

  09/02/2022

  Hello,

   

  I apologize for the inconvenience and any issues you may have had. I have fully refunded your order back to the credit card on file. Please allow 3-5 days for the funds to appear back on your statement. 
  
  If there is anything I can do to further assist you please do not hesitate to contact me. 

   

   

  Thank you,

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I explained to one customer ********************** representative that I changed my mind and wanted a refund shortly after purchasing. Instead I kept getting emails and phone calls from the company stating that they needed to schedule me for a phone interview. I Emailed once about the refund and have been waiting to see it added back to my account. I havent see my refund or any of the materials I had originally ordered and then cancelled! I just want my money refunded to me please!

  

  Business response

  09/02/2022

  Hello,
  
  
  I apologize for the inconvenience and any issues you may have had. I have fully refunded your order back to the credit card on file. Please allow 3-5 days for the funds to appear back on your statement. Additionally, your Emotional Support Animal consultation for housing was denied by the mental healthcare professional so the pending charge on your credit card was released and you were not charged for the consultation. 

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I should have check here first this company is a scam and I want my money back.The health professional is a fake along with the letter. I should have just waited for my doctor just to write me the letter like prior.

  

  Business response

  08/26/2022

  Hello *********, 

  
  I apologize for the inconvenience and the negative experience. I have provided a full refund back to the credit card on file. Please allow 3-5 days for the funds to appear back in your account. If there is anything I can do to further assist you, please do not hesitate to contact us. 

   

  Thank you, 
  *******************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business claims to legally registeryour animal as an emotional support animal (no such thing) They charged me $322.97 claiming that I would be evaluated by a medical doctor and receive a legal document allowing my dogs to be recognized as Emotional support animals which would allow them to travel with me and also not be discriminated against when renting a home. The person I spoke to on the phone (***************************) has no medical doctor ****** She spoke to me for about 5 min and emailed me an fake *** letter diagnosing me. This is not a legal document recognized by the airlines or rental agencies. It was denied by the agency. They confirmed it was a fake. I later came on here and discovered all of the similar complaints. I politely called to ask for a refund and spoke to a very rude lady named GABY who denied my refund. It clearly states on their website that you will be evaluated by a Medical Doctor. They are literally taking advantage of people. I had an *** letter from my doctor that needed to be updated but because I was moving I didnt have the time to set up an appointment with my doctor. This is a total scam! I Demand a refund!

  

  Business response

  07/26/2022

  Hello,

   

  I apologize for any inconvenience or negative experience you had with our company. I have fully refunded your account in the amount of $322.97 back to the credit card you used. Please allow 3-5 days for the funds to appear back on your statement. If you have any other questions or concerns please do not hesitate to contact us.

   

  Thank you,

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

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 20,2022, I spoke with Gaby from US Service Animals and paid $606.11 to have my dog certified as a Psychiatric Service Animal. This is not a recognized certification and will not allow my dog to travel with me.

  

  Business response

  06/22/2022

  Hello *****,
  
  I apologize for any issues or inconvenience. We are a credited organization who is partnered with DogAcademy to offer certified psychiatric service animal training. However, we have cancelled your account and provided a full refund back to the card on file. Please allow 3-5 days for the funds to show back in your account. 

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

   

  Thank you,

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to go to this website cause I was looking to get an *** certification. It asked for all my info *** my phone number. I had every intention of buying one but I found out I needed to add some money to my debit card so while doing that the phone calls and texts and emails started. They called me over and over and over til I answered. I asked them to stop calling and texting and I would call them when I was ready. They didn't stop. It went on for days til I finally blocked the number. I thought there was a law against for a company to continue to harass someone even after they asked you to stop calling them!!??

  

  Business response

  06/11/2022

  Hello,

   

  We apologize for the inconvenience and for the calls. We saw that you did not finish your registration so we reached out to help if there were any issues or questions. We will investigate our customer ********************** agents to see if we can improve on our system for reaching out to customers. 

   

  Thank you for bringing this to our attention.

  
  Regards,

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

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was needing to get my dog registered as a *** for my apartments to accept him, but unfortunately going the route through my actual doctor would take too long. I then found this company. It was super easy and quick at first. I was a bit weary because of this, but figured it would be okay due to positive reviews. The visit was only 1 min before the person interrupted me and told me they needed to hang up and call me back. When they called back they didnt even evaluate or ask any questions. Just automatically stated I was approved. That shouldve been my first sign. After review, my apartments then got back to me letting me know that it was not legit company and my pet was not an actual registered *** and could not be approved. I now have to set up a real appointment which just prolongs this process and adds even more violation fees for my apartment. I wasted close to $300 for nothing on this company and in turn also collected fees from my apartments too. Its ridiculous as that money could have gone towards rent or my children or to seeing an actual therapist! No one has that kind of money just laying around especially being the sole provider. I never write BBB reviews, but I am so disappointed with this company and feel as if I have just been scammed of almost $300 that I couldnt afford to waste. I called in which I could not wait to speak with a rep due to work so then emailed to see what the process was for getting a refund and did not receive any response.

  

  Business response

  06/03/2022

  Hello, 

  I apologize for the inconvenience and any issues you encountered. I have fully refunded your account back to the card on file. Please allow 3-5 days for the funds to appear back in your account. 

   

  If you have any questions or concerns, please do not hesitate to contact us.

   

  
  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. ↩