Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in ***************************** for 7 months between September 2021-March 2022. In that time, I had my cat there and had made a profile on pet-screening as was mandated by the complex. However, I never renewed my profile nor gave consent to charge me multiple times. I was just charged $25 after having not lived there in over a year. This charge was unauthorized and absolutely unacceptable to me.

  Business Response

  Date: 07/17/2023

  Thank you for your post. We apologize that we were unable to meet your expectations. We strive for the best customer experience possible; therefore, once we were contacted about this matter, we refunded the household pet renewal fee that was recently charged and deactivated the PetScreening account. 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.

   

   

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was automatically charged without consent. No invoice, warning of upcoming charge ect was sent. No phone number to contact business. Website says membership expires in a year and that you have to authorize the renewal however thats not the case. Should be theft since I did not give your company permission to take $25 out of my account.

  Business Response

  Date: 07/17/2023

  Thank you for your post and the opportunity to respond.

  
  We send each user multiple email reminders about the upcoming renewal, starting 14 days out, and 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. 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 household pet renewal fee that was recently charged and deactivated the account.

  
  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.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex has recently started using Pet Screening as a way to manage pets at their properties. I have lived here for two years without issue, but after using this site I have two major complaints.The first is that they were very disrespectful and unreasonable in their request for information regarding my animal's status as an emotional support animal. I disagree with their choice to deny it based on time length, but it appears that's common practice. However, their reasoning for denying the phrasing was nit-picky and arbitrary. They state that it "does not establish that [I am] disabled (a mental or physical impairment that substantially limits one or more major life activities)." and that "while the letter acknowledges that [my] animal assists with symptoms of [my] condition, the phrase 'mental health diagnosis' used in the document is not a clear affirmation that [I am] disabled." I don't understand how they can question an official document form a licensed provider by means of their definition of "disabled." I will attach the letter for reference, please note my apartment complex accepted the letter in 2021 and didn't ask for a letter in 2022.My second issue is that I believe Pet Screening is collecting user information and selling it without permission. I have received several emails about pet insurance that I don't believe I signed up to receive, and if I did sign up for them, it was through a random check **** included on a form that was supposed to assist in my continued mental healthcare by means of allowing me to continue to keep my dog.I'm not able to ************ deposit or rent, and trying to handle my mental health continues to be hard enough without some random company swooping in to make money off my disability. If a company has to at all, they should at least be compassionate and reasonable.Please note that their site currently has no "help" section as seen in the screenshot I will include.

  Business Response

  Date: 07/16/2023

  Thank you for your post. 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. You 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 your review. Once the updated documentation has been provided, we will proceed with our review process.

  Once our review process is complete, PetScreening will make a recommendation based on whether a request is well-supported under HUD guidelines, however, the housing provider makes the final decision whether to ***** or deny a request.

  Regarding your second concern, we take data security and consumer privacy seriously. Any pet/animal related promotions we offer are opt-in. Our exclusive promotions, if you choose them, are thoughtfully procured and intended to provide an additional benefit for the profile owner. We follow all consumer data protection laws and use OneTrust for any and all data deletion requests. If the user is getting emails from the promotions that were opted-in, the user can simply opt-out of their individual emails.

  If you have any additional questions, we are happy to assist and can be reached at **********************************.

• Initial Complaint

  Date:07/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Out of no where I get (2) ***** charges out of my bank account. I did have to have to use this service last July for dog authorization. I did not authorize this company to charge my card a year later. If my "having" to use their service resulted in some bogus annual charge, ~ atleast provide a way to contact YOUR company. No ONE answers a phone, told to email, tried logging in and requesting password reset, nothing. This is so shady ~

  Business Response

  Date: 07/10/2023

  Thank you for your post. We apologize that we were unable to meet your expectations. We aim for the highest level of customer service.

  As a courtesy, we would like to offer a refund for the household pet fees that were incurred during the PetScreening profile completion. Since the fees were paid via ***, we will need to wait until the *** payment has processed, and then we will be able to issue a refund. Our support team has already emailed the user this information as well.  In addtion, we will send a follow up email with confirmation that the credit has been applied to your account.  Thanks again.

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *** letter keeps being unfairly denied. I sent the first one that I have had no issues with anywhere else and was denied because it was over a year old. The second one was denied because it was "illegible" and didnt have my therapist contact information. Now the third one was denied because even tho I left 4 comments explaining they can call any number they need to know which one is my therapist number. Again I told them that any of those numbers will work so they can verify. They dont have a phone number and I left an email that hasnt been responded to. They had no reason to deny my last letter and I given them everything they asked for.

  Business Response

  Date: 06/29/2023

  Thank you for your post. 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. You 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 your review.

  We do see that new documentation/information was submitted, and we were able to complete our review process. We have also determined that your request should be recommended. You should see the update within the profile on your end as well. If you have any additional questions or if there is anything in addition we can do to assist, please email our team at **********************************. Thanks again.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to move into Eagle Pointe Apartments on May 29th and was just able to obtain my keys to my unit yesterday 6/21 due to Pet Screenings approval process. During this time I was homeless with my 3 *** dogs, crashing between family members couches and struggling mentally all the while. I have been working with both my psychiatrist and Pet Screening to try and get one of my dogs listed and approved to no avail. One of my dogs has been repeatedly denied even though I have provided their *** documentation, their qualification letter and a supplemental information letter (which I felt the request alone for this was both invasive and discriminatory) and was still denied. I have gone above and beyond to give what information I can without completely disregarding my own HIPPA rights and finally requested a document be sent to me to provide to my psychiatrist to be completed, because according to my doctor if a landlord or a screening company is requesting additional info, they should be providing the necessary forms to be completed, NOT VICE VERSA. Pardon my french, but these f****** c*** suckers refused to send me a request of information form because they are and I quote "Not intending to be a barrier to your (my) rights" even though I have provided all requested documentation and have still been repeatedly denied. These people are using HUD as a way to violate rights of mentally vulnerable tenants and done so by partnering with absolute slum lords in the process. They should honestly be ashamed to call this a business.

  Business Response

  Date: 06/23/2023

  Thank you for your post and the opportunity to respond.

  PetScreening follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. You 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 your review. Once the updated documentation has been provided, we will proceed with our review process.

  If you have any additional questions, we are happy to assist and can be reached at *********************************** or you may reach out to your housing provider directly at **************. 

  Customer Answer

  Date: 06/26/2023

   
  I am rejecting this response because:
  I have attached his documentation and his supplemental information letter. It explains he is a direct aide to my anxiety. This is biased, discriminatory and wrong. 

  Business Response

  Date: 06/26/2023

  Thank you for your feedback. PetScreening stands behind our previous response.

  If there are additional questions, please feel free to reach out to your housing provider directly at ************** or to our support team at **********************************. 

• Initial Complaint

  Date:06/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PetScreening improperly provided my personal data to 3rd party vendors without my knowledge or consent.I was required by a property manager to complete a PetScreening profile for my pet. I was charged $25 to complete this profile. I explicitly DID NOT WANT to receive any offers as part of this profile, including for pet insurance, which I was not requesting. I explicitly skipped all questions related to pet insurance and third party offers.Immediately upon completion of the PetScreening profile, I began receiving multiple third party offers for pet insurance in my email inbox, that were clearly tied to this PetScreening profile.This seems to be a clear violation of consumer data privacy and "do not sell my personal information" laws.When I attempted to reach the "Help" page on the PetScreening website, I receive a 404 Not Found error - it seems clear that this company's website is not properly setup for handling consumer inquiries.PetScreening should cease all unauthorized sale of consumer data to third parties, OR they must make it explicit on their website that they are ALWAYS selling your data despite your attempt to opt out.

  Business Response

  Date: 06/22/2023

  Thank you for your post and the opportunity to respond.

  Any pet-related promotions we offer are opt-in. Our exclusive promotions, if you choose them, are thoughtfully procured and intended to help you recover additional savings to assist in covering the cost of your pet processing fee. We follow all consumer data protection laws and use OneTrust for any and all data deletion requests. If the user is getting emails from the promotions that were opted-in, the user can simply opt-out of their individual emails.

  If you have any additional questions, please feel free to reach out to **********************************. We have team members available for assistance M-F 7AM - 6PM EST.

  Customer Answer

  Date: 06/23/2023

   
  I am rejecting this response because:
  I did not opt-in to these promotions, yet I am still receiving them.  Your description of the situation is therefore false.

  Can you provide proof that I did in fact "opt in" to these promotions?  On your own PetScreening.com website, there is not obvious way to "opt-out" of future additional promotions, or to confirm/deny my promotion opt-out status.

  
  

  Business Response

  Date: 06/23/2023

  Thank you for your feedback. PetScreening stands behind our previous response. For additional questions or more information regarding data deletion, please feel free to reach out to ***********************************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been tirelessly trying to get my *** cats approved through this immoral third party business. The first letter I submitted was over 12 months old, so I got a new letter from my therapist which was denied because I have two cats. The company is insisting I justify specific needs that each cat fills. My therapist wrote me an updated letter explaining my need for two cats and the immoral implications that I need to justify in what way each one helps and again it was returned within 5 minutes. I reached out to customer service and emailed with a ******* who was extremely unhelpful. This company only exists to make *** animals extremely difficult to have and keep and forces people in need to jump through a number of near impossible hoops to be able to have their support animals. It is a villainous way to treat people in need.

  Business Response

  Date: 06/22/2023

  Thank you for your post and the opportunity to respond.

  PetScreening follows the Fair Housing Act and HUD guidelines to review requests for accommodation relating to assistance animals. You 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 your review. Once the updated documentation has been provided, we will proceed with our review process. If you have any additional questions, we are happy to assist and can be reached at **********************************.

• Initial Complaint

  Date:06/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/16, Pet Screening billed two charges of $26.75 each to my debit card. I used their one-time service in the past, but at no point did I request or agree to any subscriptions.

  Business Response

  Date: 06/22/2023

  Thank you for your post and the opportunity to respond.

  We send each user multiple email reminders about the upcoming renewal, starting 14 days out, and 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. 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 ** about this matter, we refunded both of the household pet renewal fees that were recently charged.
  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.

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not comfortable sharing my data such as bank balances, account and transactions or internet service providers and many more. There is no way to opt out. I think its quite reasonable to expect that a company is not looking so closely at my bank information. Its just a cat in a rental house. Im willing to oay $25 to register my housecat but not connect my bank account

  Business Response

  Date: 06/22/2023

  Thank you for your feedback and the opportunity to respond. We aim for the highest level of customer service.

  ********************** offers different payment options. You can select "Debit/Credit Card" in the drop-down menu in the payment portal if you do not wish to use your banking information.
   
  When ACH payment is used, a cash discount is automatically applied. The household pet profile price drops from $25 to $20. Each pet profile is processed separately. The general pricing for a credit card or debit card payment is $25 per pet household pet profile. 

  Payments by check are also accepted and can be mailed to our central office. ACH pricing applies for new and renewal profiles paid by check. Our address is below.
  
  PetScreening
  ?ATTN: Payables
  ?******************************
  ?***********, ** 28115

  If there are any 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!