ComplaintsforPet Screening, Inc.

Animal Identification

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning contract concerns and service concerns. Specifically:

Contract concerns:

Complaints suggest a desire from consumers for more clarity during the profile creation process. Consumers are either 1) claiming it is unclear that the deposit to set up the profile is non-refundable regardless of whether they follow through on the housing they have applied for; or 2) suggesting they are under the impression the cost was a “one-time fee” but then charged for a renewal a year later. These assumptions appear to be made based on the renewal information on the website and email reminders they receive. Consumers are indicating that the emails state they should renew or their profile will expire, rather than stating they must cancel before renewal to avoid any unexpected charges.
Consumers suggest feeling forced into consenting to their data being sold to marketers and shared with unnamed “business partners” and thus complain about receiving offers from such business partners. Consenting to the privacy policy is required to use the service, however, consumers feel the consent is not being freely given because the screening service is required to apply for housing.

Service concerns:

Consumers suggest they believe they are following the company’s instructions/requests as specified but then are confused by having duplicate documents requested multiple times.
Potential tenants have claimed to provide letters from healthcare providers confirming the need for a service animal but claim they end up with their animal’s status as an emotional support animal (ESA) not approved due to a letter being older than 12 months or specific requirements allegedly not being present.In many of these cases, consumers claim that the business directs them back to HUD documents without making clear what exactly the business is looking for, while the consumer believes their documentation does meet the HUD/FHAct guidelines.
The business appears to emphasize in its responses that it is not denying the animal but rather asking for more information. Consumers have noted that the repeated requesting of documentation from healthcare providers puts undue burden on both consumers and their healthcare providers. It appears in these cases that eventually the ESAs are converted to pet profiles due to insufficient information. The business appears to cite in its denial that the user did not provide the requested information.

On March 1, 2024 BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business has responded and is working with BBB to address the underlying causes of the pattern of complaints.

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Initial Complaint
08/25/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a documented disability and *** accommodations at work. I was required to submit my *** letter to this screening company by an apartment complex I am seeking to rent from. This screening company did not accept the signed (hand signature) *** letter from my ****** that I've used literally EVERYWHERE ELSE. They also forced me to sign a consent form to allow them to contact my ******, and did not give me an option to not do so. This made me really uncomfortable.They are now forcing me to submit "additional" documentation (a revised letter) with their specific required elements, which means they are forcing ******s to write custom letters. They want:1. A letter dated within 12 months to meet their test of "reasonableness", apparently even for chronic and unchanging conditions (my letter was dated within the last 2 years, and my issues are stated by that ****** as chronic/unending).2. A letter that "affirms" I have "a separate and distinct disability-related need for each animal". My ****** specified two animals in her letter, which is what I am requesting, and I am not required by law to justify specifics on a per-animal basis. It sounds like they are prescribing a specific exact format/statement be made by my ****** in the letter, which is also against the law.3. A letter that "affirms disability", which my letter does.4. A letter that "affirms the specific number of animals being prescribed", which my letter does.I checked with a second ****** I see who I have quicker access to, and her standard *** template for ALL of her patients apparently would not meet their requirements based on the list above. This company would also make me start the entire process over if I submit a letter from a different ******, and sign another medical release form. My letter meets all legal requirements to support my request, and also indicates health issues that are chronic in nature (not short-term or time-bound). So the date being over one year old should not matter.
Business response
08/30/2024
Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.
********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support your request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review.
We do see that new documentation was submitted, and we were able to complete our review process. We have also determined that the user's request should be recommended. The user should see the update within the profiles on their end as well.
If the user has any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. Thanks again.
Customer response
08/30/2024

I am rejecting this response because: my landlord had to reach out to them directly to get them to stop asking me for more information, as they felt what I provided was sufficient, and they STILL declined to accept my doctor's letter. It was not until my doctor faxed them something brand new in EXACTLY the language they wanted that I was approved. This company has violated fair housing laws by requiring certain formats and language from doctors (illegal per fair housing law), by not accepting letters over a year old **** letters do not expire under fair housing law, and disabilities by definition do not expire), and by requiring me to justify each animal despite my doctor explicitly prescribing 2 animals in her letter (also not required under fair housing law). They may also have violated HIPAA laws by forcing me to sign a medical release form with no option to decline. I will continue to pursue legal actions against them. They caused me a week of emotional distress and put my lease for my new home in jeopardy. They also took over a week to render a decision one way or the other, stalling all the while with form responses, which is considered an excessive delay and therefore may constitute an unfair denial under fair housing law. I expect them to reply to this comment with their standard "We stand by our previous response" because that is all they do. Form review responses, form complaint responses, form email responses, no phone number. Sham of a company. You should be put out of business.
Business response
09/04/2024
Thank you for the feedback. PetScreening stands behind our previous response. For additional questions, please feel free to reach out to **********************************.
Initial Complaint
08/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 8/14 I was scheduled to move into my apartment at the ****** on ***********. Upon arrival, I received my keys, paid rent for the upcoming month, and was informed that my application for my Emotional Support Animals (***s) was still under review by PetScreening, their third-party verification service. I was assured that the approval would be prompt, allowing me to move in with my animals without delay. However, three days later, I received a notification from PetScreening stating that my *** letter, which was issued by my therapist just a year ago, needed to be updated and resubmitted. I promptly complied, updating and resubmitting the letter. Despite this, after another three days of waiting, I was informed that the same letter, which clearly states that I require access to my Emotional Support Animals to peacefully occupy my home as part of my prescribed treatment, was still deemed unacceptable.Adding to my frustration, I received what appeared to be an automated response stating that my application lacked sufficient evidence. This message was sent three times, with both of my *** applications being rejected because the same letter could not be used for both animals. PetScreening then stated that I would need to submit a new document from my therapist addressing the following pointsinformation that, if disclosed, would violate HIPAA and Fair Housing regulations, as it explicitly describes my disorder and treatment:Affirmation of disability, defined as a mental or physical impairment that substantially limits one or more major life activities.Specification of the number of animals being prescribed.Affirmation that there is a distinct need for each of the multiple animals to assist with the disability.This ongoing delay and lack of clarity regarding the approval process for my ***s has caused significant stress and inconvenience. As someone who relies on these animals for emotional support, this situation is deeply troubling and needs to be resolved promptly.
Business response
08/30/2024
Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.

********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support your request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the review.

We do see that new documentation was submitted, and we were able to complete our review process. We have also determined that the user's request should be recommended. The user should see the update within the profiles on their end as well.

If the user has any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. Thanks again.
Initial Complaint
08/22/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I applied for a rental property and I was asked to provide proof of a valid *** letter for my Dog. I have provided the document twice and each time Pet Screening refused to complete the approval process. They are claiming that the letter is not valid because it is more than ************************************************************************************************ ******* that specifically states that it is NOT required that I renew the letter since they do not expire.
Business response
08/29/2024
Thank you for your feedback and the opportunity to respond.

In reviewing the user's account (associated with the email address referenced in the formal complaint), it looks like the previous profile that is referenced in the user's concern was deactivated by the user prior to the completion of our review process. Thus, the only active profile that we see within our platform is for a no pet/animal profile. If the user would like to convert the profiles back to an assistance animal and resubmit, we will be happy to continue with our review.

The user is welcome to email ************************************************************ once the profile have been resubmitted so that we can continue to ensure that we reach a speedy resolution for the user. In addition, the user may add "********************" in the subject line for reference.

Thanks again!
Customer response
08/30/2024

I am rejecting this response because:
There is an active profile for a *** animal. The profile is currently displaying a "returned l" status. The email associated with the profile is ************************.
Business response
09/03/2024
Thank you for the feedback and the opportunity to respond. We were able to locate the user's account with the new information provided.
PetScreening follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the user's review. Once the updated documentation has been provided, we will proceed with our review process. If the user has any additional questions, we are happy to assist and can be reached at **********************************.
Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Pet Screening is an organization takes money from people without any notice!!!! they took payments from me and I was not aware of!!!
Business response
08/19/2024
Thank you for the feedback and the opportunity to respond.

We send each user multiple email reminders about the upcoming renewal, starting 14 days out, and we provide instructions on how to disable the renewal if the user has vacated the rental unit or never moved into the unit at the time of the original application. The corresponding emails were sent on 8.5.24, 8.12.24, and 8.18.24. Our renewal process is clearly stated in our Terms of Service, and we also send the user reminder emails to ensure there are no surprises. It appears the user did not take action to update the corresponding records accordingly which is why the user was charged.

We strive for the best customer experience possible; therefore, once the user contacted us about this matter, we refunded the cost of both household pet profiles. We have also ensured that the profiles were deactivated, so no additional billing will occur. If the user has additional questions, please feel free to reach out via **********************************. We have team members available for assistance M-F 7AM - 6PM EST - we are happy to help!
Initial Complaint
08/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I submitted a Colorado Privacy Act request on June 7th. The company had 45 days to respond and that has passed. They did not provide the documentation required under the request including which third-parties they had disclosed my personal and private information, including in related to Emotional support animals which is HUD protected, after changing their Terms of Service while using the service, not being asked to opt-in to the new terms and their new privacy policy including their transfer of personal and private information to third parties.
Business response
08/19/2024
Thank you for the feedback and the opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.

Our team has responded quickly to all incoming tickets/emails in an attempt to provide as much support as possible, in addition to providing all information required by law. If the user has any additional questions, please feel free to reach out to **********************************.
Customer response
08/20/2024
I am rejecting this because:
"Our team has responded quickly to all incoming tickets/emails in an attempt to provide as much support as possible, in addition to providing all information required by law."

Contrary to this claim, PetScreening did not respond to many emails, required extensive follow-up, left questions unanswered, and failed to provide "a list of all PetScreening partners" as promised. The only data provided was login information for their database.

PetScreening's Terms of Service and Privacy Policy changed during my membership. Per Colorado Law, we have a Right to Access and a Right to *************** Sales. These rights were only partially met or not met at all. The privacy policy changes were not properly communicated or opted into as required by law and Third-Parties were not provided.

Attempts to contact ********************************** have been unsuccessful, despite numerous efforts to obtain information and clarification on legal requirements as documented in attached emails.

PetScreening was used to submit medically relevant data for an "assistance animal." According to HUD guidelines provided by PetScreening, information related to disabilities and health conditions must be kept confidential. However, I have documented cases of PetScreening providing my contact information to pet insurance marketers, which should not have occurred given my animal's status as an assistance animal, not a pet.

PetScreening's Terms of Service claim ownership of "pet" data without making exceptions for assistance animals. When asked about this, I received no response.
I am disappointed that PetScreening claims to have answered questions and responded quickly when the evidence shows otherwise. I look forward to PetScreening providing documentation of their claimed "quick" communications.

Business response
08/21/2024
Thank you for your feedback and the opportunity to respond. PetScreening stands behind our previous response. For additional questions, please feel free to reach out to **********************************.
Initial Complaint
08/11/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
PetScreening is an absolutely HORRIBLE company. My apartment complex just changed ownership and the new company I now using PetScreening for anyone with pets and/or service and *** animals. Key word there is *** Emotional Support Animals. I am someone who has and ***. I suffer from a couple chronic conditions and that is why I have my dog. One of those is sever anxiety as well as depression, and this entire process has cause numerous anxiety attacks that I had to be sent home from work twice. I have had and *** letter for about 5 years from a psychiatrist, but that wasnt good enough for the medical professionals at PetScreening. Oh, wait they are not medical professionals. My original letter stated both of the conditions that my dogs helps me with, but because they didnt say chronic and it was more then 12 months old the letter did not suffice. Because anxiety and depression just go away.I was able to get a new letter from my primary care doctor to write a new letter for me explaining my conditions are chronic, but that letter wasnt good enough either. They questioned the validity of that letter too!
Business response
08/16/2024
Thank you for the feedback and opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.
********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support your request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the user's review. Please note that ********************** never asks for a specific diagnosis or other details about a disability.
We do see that new information was submitted, and we were able to complete our review process. We have also determined that the user's request should be recommended. The user should have seen the update within the profile on their end as well on 6.27.24; however, we do see that the user deactivated the associated profile on 7.1.24. If the user has any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. We have team members available for assistance M-F 7AM - 6PM EST.
Customer response
08/17/2024

I am rejecting this response because:
The way that PetScreening behaved was absolutely inappropriate. *** letters do NOT expire so demanding a new one is inappropriate. None of you are doctors and had no right to tell me that because my letter didnt say chronic meant that I no longer have the conditions. You need to understand that a vast majority of these animals are for anxiety and the way that you handled this we disrespectfully and beyond insensitive.
The way you handled this has cause me so much anxiety that I have had to miss multiple days of work because of it. I will repeat this *** LETTERS DO NOT EXPIRE. You had no right to put me trough any of that. I am still having multiple anxiety attacks on a regular basis.
your company should be shut down until you all can go though sensitivity training and learn that there are serious mental health conditions tied to these things.
in also know for a fact that you contacted a neighbors social worker and asked HIPPA violating questions. That is despicable behavior!
Your company is insensitive and abusive and I think you should be closed down!
Business response
08/21/2024
Thank you for your feedback and the opportunity to respond. PetScreening stands behind our previous response. For additional questions, please feel free to reach out to **********************************.
Customer response
08/21/2024

I am rejecting this response because: They are not taking accountability. I have suffered from anxiety since I was 12 years old (I'm 38 now), and this entire process has increased my anxiety 10 fold. I'm having anxiety attacks so frequently that I have had to miss work. This company is insensitive and arrogant. *** letters DO NOT EXPIRE! You also do not get to tell us what needs to be in the letter. This company went as far as to contact someones provider and tell them that the person was requesting a new letter with specific information. They were trying to violate HIPPA!!
Stand by your process all you want. You should be ashamed of how you conduct business and treat people with mental health issues. You harassed me with endless emails and rude responses. If you refuse to make changes, I will do everything in my power to make sure people know how you conduct business and treat people with mental health issues.
Initial Complaint
08/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Applied for this service over 3 years ago while apartment searching for my daughter. We never used the service. When I login to the account, there is no way to cancel the automatic billing. I have emailed them over and over. I'm going to have to cancel my card with all of the hassle this entails to resolve this issue.
Business response
08/16/2024
Thank you for the feedback and the opportunity to respond.
We send each user multiple email reminders about the upcoming renewal, starting 14 days out, and we provide instructions on how to disable the renewal if the user has vacated the rental unit or never moved into the unit at the time of the original application. The corresponding emails were sent on 7.17.24, 7.24.24, and 7.30.24. Our renewal process is clearly stated in our Terms of Service, and we also send the user reminder emails to ensure there are no surprises. It appears the user did not take action to update the corresponding records accordingly which is why the user was charged.
We strive for the best customer experience possible; therefore, once the user contacted us about this matter, we refunded the cost of the household pet profile. We have also ensured that the profile itself was deactivated, so no additional billing will occur. If the user has additional questions, please feel free to reach out via **********************************. We have team members available for assistance M-F 7AM - 6PM EST - we are happy to help!
Initial Complaint
08/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was instructed to use Petscreening.com to verify my assistant animals. I have 2 Toy Australian Shepherds that are both PSD, recently graduated from ESAs. Petscreening.com continues to reject my submission and asking for information to distinctly outline the need for more than 1 assistant animal. Doesnt matter how they word it, they are crossing HIPAA lines as well as **** Their website clearly states that they are in the business of earning more revenue for landlords and property management companies. This should be illegal!
Business response
08/16/2024
Thank you for the feedback and opportunity to respond. We apologize that we were unable to meet your expectations. We aim for the highest level of customer service.
********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the corresponding request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the user's review. Please note that ********************** never asks for a specific diagnosis or other details about a disability.
We do see that new information was submitted, and we were able to complete our review process. We have also determined that the user's request should be recommended. The user should see the update within the profile (since 8.8.24) on their end as well. If the user has any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. Thanks again.
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
08/06/2024 I was required by a landlord to utilize PetScreening to verify my dog as an *** and submit her appropriate documentation. Queue PetScreening requesting me to sign a HIPPA authorization allowing them to contact my doctor's office for privileged medical information outside verifying her letter from them as legitimate. They then stated in follow-up emails that I needed to provide proof of a specific disability- again, violating HIPPA as well the basis for an ***, which is not based on "disability" as would be a service dog. There is NO way to reliably get in touch with PetScreening, and after several round-abouts with them simply requesting "more information" over and over, I re-submitted and purchased ($30) a "pet profile" instead, simply to get through the process until I could bring my documents in person to my landlord. After submitting and being charged, PetScreening then informed me that my dog's profile was still incomplete and could not be accepted-- after it was "accepted" and they charged me money.
Business response
08/16/2024
Thank you for the feedback and opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.

********************** follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. The user submitted documentation that was not sufficient to support the request. PetScreening asked for more information, consistent with state and federal law, so that we could continue with the user's review.

We were able to confirm that the original profile was then converted to a household pet on 8.6.24. As a courtesy, we have refunded the profile fee paid for the year 2024. However, if the user would like to create an assistance animal profile and provide the requested documentation, we are happy to continue with our review process. If the user has any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. We have team members available for assistance M-F 7AM - 6PM EST.
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2021, I was forced to signup for this for petscreening in an apartment. Did not go with that apartment so canceled the account. Two years later, 2023, I get the emails about renewal charges. So I login in (two years later...) to cancel AGAIN and delete card information. Neither are an option. Not seeing a card on fIle, I assume the email was spam. I get charged. I dispute for a refund and closing of the account. One year later, exact same thing happens. Phone number provided in card statement dispute states number isn't monitored and to contact via email. Except that is exactly what I did in ************************************************************************************************************ The fact that the website neither let's me cancel the account or even see my payment information tells me this company not only wants to make it impossible to close but that hiding my payment information leads me to believe they are charging customers that are no longer buying services from them.
Business response
08/03/2024
Thank you for the feedback and opportunity to respond. We apologize that we were unable to meet the user's expectations. We aim for the highest level of customer service.

We are reviewing the information that the user provided to our support team to see if there are any changes that we can make on our end to enhance the customer experience. We can also confirm that we initiated a credit for the user's associated profile fees on our end for both 2023 and 2024. If the user does not see the credit reflected in bank statement within 5-10 business days, please reach out to our team. In addition, the profile has been deactivated to ensure that there would be no future billing.

If we can assist the user further or if the user has any additional questions, please feel free to reach out to **********************************. In addition, the user may add "********************" in the subject line for reference. We have team members available for assistance M-F 7AM - 6PM EST.

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