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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Petlink knowingly sends misleading emails about past due payments. These messages could easily lead the consumer to believe their pets microchip is not active unless more money is paid. I was/am surprised that this companys business plan, basically attempting to extort money through fear tactics, is being allowed by the *************************** whom I will also be contacting.
Business response
07/12/2024
PetLink is not a free registration database.
Registration fees vary depending on the type of microchip purchased by your vet or animal shelter/rescue. In order to complete your pets lifetime registration with PetLink, there may be no charge, a onetime registration fee of $29.95 or a onetime upgrade fee of $24.95.
Microchips that are manufactured by other companies require a onetime registration fee of $29.95.
If a $29.95 registration fee is required and not paid the microchip number will not show that it is registered in PetLink's database.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My puppy bought through rescue registered to them. Then i tried to get pup's chip registered to myself and change her name, and ******* did not even ask for my address or phone number, at point of hang up. I could be anyone at all found this puppy and registering. ????? Whaat? All sorts of pay for this or that on and on. I do not trust them at all. I would like a lifetime membership for my pet as promised by rescue. And. FREEBusiness response
04/03/2024
The agent was attempting to assist the caller and the caller was unwilling to answer the questions the agent is required to ask in order to move forward with the call.
The pet was already registered to the caller which was done at no cost by the rescue the pet was adopted from. After finally giving the agent her name the agent updated the pet's name for the caller at no cost which should have required a $4.95 phone operators' assistance fee.
The caller wanted the agent to provide the contact information on the account and when the agent asked the caller to provide their information so they could verify (per our policy) the caller refused and disconnected the call.
Also, the charge of registration is determined by the type of microchip purchased by a facility, this pet's registration had no cost to register with the option to upgrade to Premium Lifetime registration for the remainder of the pet's lifetime after the complimentary first year of Premium Lifetime registration has expired.
Customer response
04/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Not a true response. ******* NEVER once told me my info was already provided by the rescue, and when call was ending i suddenly asked why he did not need my phone, and secondary phone and address. He refused to say he already had it. I am not getting into a bashing match but you all should be transparent. I dont have a lifetime membership with you and i know the limitations so i will move the reg to a company that provides it free. No costs. And $4.95 for the call? Seriously?
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
04/03/2024
We listened to the recorded call and the agent did attempt to assist you with your account.
As previously explained, you had spoken with a newly trained agent, the agent was attempting to follow our procedures to verify the information we have on file for your account that was created on 3/9/24 by *****************.
The agent never refused to say he already had your information, they did state that they needed you to provide your address so they could then verify the information entered by *****************.
Your pet is currently registered with Premium Lifetime registration with the option to upgrade to remain registered with Premium Lifetime registration, upgrading your account is not required.
We apologize that you were provided incorrect information by *****************.
Registration fees vary depending on the type of microchip purchased by a vet or animal shelter/rescue. In order to complete a pets lifetime registration with PetLink, there may be no charge, a onetime registration fee of $29.95 or a onetime upgrade fee of $24.95.
Our recording states that registrations for prepaid PetLink microchips are subject to a $4.95 phone operators' assistance fee and that you can register at no cost on our website, petlink.net.
It also states that to update your account by phone is subject to a $4.95 phone operators' assistance fee and that you can update at no cost on our website, petlink.net.
You were not charged any fee for the phone call you had with our support team.Customer response
04/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
You repeated yourself. Rejected again. My previous reasons for rejection stands. *********************** i will leave neg rev and complaints anywhere i can and it and leave your establishment . ASAP.
You hold up people for annual money or you send lost reported pets to the pound deliberately so they must pay pound fees-- before you call owner unless they pay high fees to you. Well known fact in your industry as reported by other companies.You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
PetLink was paid to CHIP my pet. It was my first pet, a dog.I followed their registration instructions.While traveling more than 200 miles from home, my dog was lost.I immediately filed a lost pet report with pet link, I also contacted them via email NUMEROUS times.They kept telling me to keep watch for my pet, post ads, etc It was NOT until today, more than a week later, that Pet Link tells me that the chip was NOT registered thus useless.So, more than a week has gone by, some one likely found him, and was inspected for a chip yet that information was not registered so I was not contacted.Pet link failed me more than 3 times here 1. At purchase time, they did NOT communicate that their service alone was not enough that it needed to be registered.2. Upon filing a lost pet report, no representative told me that the chip was essentially useless because it was not registered 3. After contacting them for the 3 time via email (other times were on the phone) they told me TODAY, that well since the dog's chip was not on a national database that they would not know how to return the pet to me.Of note, upon receiving their email today, I checked the datase for chips, which they only referenced today and it states that the chip can not be found.So it was NOT registered in the database so that a vet/shelter/etc could locate me...Business response
03/12/2024
We have informed the owner of the missing pet that they may have been contacting the incorrect company as her pet's microchip has been registered in our database since February 16, 2024.
A lost pet report was filed on 3/4/24 for the owner and the owner was informed that once their pet has been found and we are contacted, a found pet report will be filed and we will reach out to them by email, text message and by phone.
We also informed the owner that there was no cost to register their pet's microchip and that we do not charge annual or renewal fees.
We replied to each of their emails same day or next business day regarding their concerns.
Customer response
03/12/2024
[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 submitted by the business and today the registry shows the chip connected to Petlink as you can see in the photo whereas yesterday it stated not found, this is in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I am thankful to all involved for ensuring that the chip is showing as registered with Petlink.
while it has caused some aggregation and frustration to ensure we are on the same page, I thankful that we are now on the same page and peace shall rein.
Thanks to all who worked to get this resolved.
Regards,
Star PhoenixInitial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a sweatshirt ( the gray sweatshirt- screenshot after I ordered it). When the shirt arrived (the photo of the black sweatshirt) I noticed it was made all wrong. I sent the company an email and they responded back to please send them photos. I did send them the same photos I sent you. I havent heard anything since. I did send them another email on Dec.8. That day I recieved an email from Petlink wanting me to confirm my order. Well that email was suppose to be immediately after I ordered the shirt to confirm what I ordered. I recieved that email after the shirt had arrived and of coarse it was too late to edit because I recieved my order. I called again on 12/13 and spoke to the same person who took my order. She had to take a message of what I wanted and give it to her boss. I explained to her I wanted a return call from a live person- not exchanging emails! So far no return response if any kind from Petlink. I was hoping to give that shirt as a Christmas present- out of the question now. I just want the correct sweatshirt that I ordered.Business response
01/02/2024
To whom it my concern,
The customer ordered a hoodie that comes in black only there are no other colors to choose and that is what was received. The grey hoodie that is shown in the attachment is a product on our store but it's unavailable due to a technical issue but the white color is available for that hoodie. It's impossible to order the grey hoodie from our system since it will not allow you to add it to the cart.
We do have a policy of no returns or exchanges that is why we show a preview of the item and the customer needs to approve it before it will be added to the shopping cart.
Kind regards,
********
PetLink Support
Initial Complaint
08/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had Petlink for one of my dogs for over 8 years (lifetime) and no issues. I rescued another dog and was given the first year free from the rescue. Yesterday I paid to upgrade for the lifetime membership at $19.95 and saw there was a promotion on my account to upgrade to a lifetime membership for $24.95 with several "gifts" for doing so. There was even an "upgrade button"to click on. When I contacted customer service they told me this is just a survey and not really what was described. I asked to be refunded for the $19.95 since it was misleading and not to renew this dog's membership.They deleted my account TOTALLY for both dogs. The dog I had a lifetime membership for over 8 years is totally gone and I am not recognized in their system at all. So the dog I did not renew is not in the data base nor the one that I paid a lifetime membership for. (so basically they took my money and lifetime membership away and not sure how they can do that) **************** has yet to rectify this which is so disappointing. I was actually hung up on today while trying to reach someone in management. It has been a time consuming and frustrating experience to say the least and lacking in customer support. My paid lifetime membership of my one dog that has been in existence for 8 years needs to be restored. Some compensation should be offered for the misrepresentation of the promotion offered to me which was really not a promotion but a survey. You would think a reputable company would try to repair this situation.Business response
09/06/2023
To Whom it May ***************** have reregistered ****** and ***** with your information, we again apologize for the misunderstanding regarding the deletion of your account.
You were issued a refund for the $19.95 upgrade fee on 8/11/23, you should see the refund within **** business days.
We have spoken with the appropriate team regarding the screenshot of offers you have provided us to have the wording updated so it is more clear that this is for an ongoing survey we are running to see what owners might be interested in upgrading for, not something that we are currently offering.
Our manager has been traveling for the last few weeks and has had limited access to phone availability.
We have located and listened to your call with our phone customer support and we will have that agent coached accordingly.*****************************
Initial Complaint
06/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I adopted a pet from Cat's meow animal shelter. Last week the shelter began berating and harassing me. The shelter owner was using a pet link microchip to gather information about myself and my pet. I contacted pet link and they are refusing to help me.Below is some of the correspondence:On Jun 15, 2023, at 6:41 AM, PetLink wrote:Good morning *******,I reached out to the guardian a few times to discuss removing her from your account however she never replied to me. To clarify, she is not notified every time your pets get scanned, she is only notified if your pets are reported lost/found. Unfortunately, we cannot remove her as guardian without her permission. If you feel your privacy and safety are at risk, please reach out to your local law enforcement to see if there is any action you can take.Kind regards, PetLink Support Team Mailbox On Fri, Jun 9, 2023 at 10:47 AM EDT, *********************** **** wrote:Good Morning,I contacted Pet Link yesterday to no avail.The shelter I adopted my two cats from Cats Meow(the shelter worker ***) is using the microchip to gather information on the whereabouts of my cats, the treatments they receive, and when they have escaped. She is using this information to text, email, and yesterday contact me on linkedin. She is being relentless. When I asked her to leave me alone she removed me as owner and now has sole ownership on Pet Link. I am literally afraid that as she gathers information she will create a narrative that could put my and my pets safety in danger. Her actions are slowly escalating and are not stopping.I am asking that Pet Link please remove her access to my pets. She is using it inappropriately. Also, because she is marked as owner on Petlink vets, the local shelter, etc. give her the information she requests and then uses to berate me.This can not be how your company operates or is allowed to operate. Please help me and at once discontinue this womans access to my life and my pets life.Thank you,***********************Business response
06/16/2023
I apologize that ******* is upset, unfortunately, this is a tough situation. The customer adopted from the rescue, and as such, they are the "guardian" of the pet, meaning they are notified if the pet is reported lost/found. Because the customer did not feel comfortable with the rescue being the guardian, we let him know we would have to ask the rescue if we can remove them from that particular account. I reached out a few times, to no avail, she has not responded back. We suggested they reach out to law enforcement if he believes his privacy/safety is at stake. I will keep trying to call the rescue to request they be removed from this gentleman's account. We are very sorry we cannot do more, but without the guardian's permission to remove them from the account, we cannot do that. However, the rescue does not get any notification about the pet unless that pet is reported lost/found.
Thanks,
Customer response
06/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
They are mistaken. The shelter is calling our vet and requesting information. Because the microchip marks them as guardian they have been given the information. I have requested our local vet stop giving info. But we are moving. If our pet runs away and she is notified and then cal around she will be given information. Why must she remain guardian. The shelter is not the guardian. She will then repeat t he pattern of harassing and berating us. I feel this is about money. Why can they not just cancel the guardianship please. I will pay for the membership but want it cancelled. So the business does not lose money but I keep my privacy.
Thank you!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
06/20/2023
I apologize we have not come to a solution that works for you. Unfortunately, the rescue has still not gotten back to our inquiries, we cannot move forward without their permission.Customer response
06/21/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Business not responding and allowing their product to be used inappropriately. Customer is using to gather private information on other former customer (to was guardian until a week ago). Safety issues and concerns are now being ignored. This is not ethical nor safe business practice.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 6th I called to inform PETLINK that my dog was stolen and that I needed to be assured that no one would be able to make changes to his registration. I was assured that without my consent via email or a phone call to my number on file that registration could not be changed. Today June 7th I checked and my dog had been removed from my pets account no longer showing me as the owner and the allowed the person who stole my dog to make changes. Please fix issue since I need proof for my legal battle to regain my stolen dog. Please correct this my dog was stolen. I was told this was escalated but no response to this urgent matter. Please help correct this.Business response
06/08/2023
Another person submitted paperwork to transfer the pet into their name - we can reverse this change of ownership per ***'s request. We will put a lock on her/her pet's account so that the pet cannot be transferred into anyone else's account. We apologize this has happened, we can add additional notes to ***'s and her pet's account to not allow any transfer of ownership in our database that is not approved by ****Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Someone besides myself initiated a change of ownership on my dogs ID chip. The company called to verify this information/change of ownership and I denied it. The company then attached this new information to my dog and facilitated other people with basically stealing my dog from me. I am extremely dis pleased with there servicesBusiness response
05/02/2023
We are very sorry the customer had this experience. She reached out to us about her concerns, we investigated who may have initiated the request, including going through emails and listening to incoming recorded phone calls. Unfortunately, we could not find the source of who requested the transfer and why. As a remedy, we put a "DO NOT TRANSFER" flag on her and her pets' accounts so that the system will not allow anyone to transfer any of her pets. Additionally, she let ** know her pet was lost, so we filled out a lost pet report so that if anyone finds her pet, they can scan her for her microchip and know to call ** to begin the reunification process with her owner. We are continuing to look into who requested the transfer, in case we discover anything.Initial Complaint
09/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I adopted a dog from a shelter in November of 2021. She was microchipped but it led to a dead-end when they tried to find her owner. I had the number from the shelter AND had it verified by my vet. Once that was done, I went to the website to transfer ownership into my name. Now, almost a year later, I get a phone call from the shelter that they have my dog based on her chip number. The number they have is NOT my dog. When I go to the company's website, the number they have listed is nowhere near the number I have for my dog or the one I transferred over to my name. It's off by 8 numbers - not a simple mistake. When I go back to try to make sure their records have the right chip number for my dog, they want $25 to register her. I'm concerned that because they aren't keeping accurate records, there is a family out there that is mourning the loss of the dog in my house.This company is causing families to lose dogs because of wrongly recorded or duplicate chip numbers at best., At worst, they are shifting numbers to make MORE money off of concerned pet owners.Business response
09/22/2022
All our microchips have a unique 15-digit number and in our 35+ years we have never suffered from a case of duplication...
According to our records, on 11/23/2021 microchip number *************** was assigned to the customer by Cabarrus County Animal Shelter.
Given the circumstances, we spoke with Cabarrus County Animal Shelter, and they took full responsibility for the mistake that occurred; we were informed they spoke with the customer yesterday and explained it was human error that they assigned the wrong microchip number for her pet.
We can see in our records the customer has since changed the microchip number in PetLink for her pet to the correct one which is *************** at no charge.
Its unfortunate that this mix-up occurred but thankfully her pet was not at risk since she was not missing and the owner of the pet who was lost/found has since been identified without further incident.Customer response
09/22/2022
[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.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
08/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
PetLink is blocking removal of animals from my account no longer owned by myself. There is no stated requirement, or legal requirement by law, for proof that any animal is no longer owned by a subscriber. Furthermore, PetLink does not provide any method to close or remove account and listing of information which is clearly stated to be the sole proprietary ownership of the subscriber.Excerpts from terms of agreement:Information and resources accessible via PetLink are considered private to the individuals and organizations which own or hold rights to themThis means my information is MINE and not anyone else. PetLink is blocking removal of animals from my account that are no longer owned by myself...charges at the rate of USD 150 per hour for time required to deal with third parties who have been impactedThis rate, if applicable, must also be reversible. Thus we are asking for compensation of the 5 hours we have worked on this unresolved issue over the last 2 years. PetLink will now be billed $750.00 dollars.Business response
09/02/2022
The customer contacted us via email on 8/29/2022 at 8:35 AM (EST) concerned that there was no ability for him to mark animals he had registered as sold. Despite his complaint that he was working to resolve this issue over the past 2 years with us, we could not find any previous conversations or requests for assistance. We first offered him the option to transfer the animal(s) on his account to the new owner(s) but he declined to do so. We then offered to delete his account which he agreed to. This matter was resolved on 8/31/2022 at 8:47 AM (EST).
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