ComplaintsforPawp, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Pawp for like 3 years now and have had the emergency fund option also . 2 months ago my fund was cancelled because they say they couldnt bill me which is nonsense because none of my credit card information has changed and I was never notified by my bank of denied payments . When I finally noticed it was cancelled I contacted them and was told new subscribers could not get the fund temporarily. This was over a month ago and Im not a new subscriber. I want to pay for and have the emergency fund added back to my account . Also none of the fine print or legal statements state there are no new sign *** allowed or if its cancelled you cant get it again so legally they have no excuse for this .

  Business response

  09/30/2024

  To whom it may concern,

  Thank you for taking the time to reach out. We've previously provided this member both each date that the charge was attempted as well as each date a payment method failed reminder email was sent out. Additionally, we've explained to the member that they currently cannot sign up for the *************** whether they're a new member or a long-term member. There are currently no exceptions to this restriction, and the member will be notified via email once this changes. All of this information has been explained to them in great detail across multiple emails and live chats in the past 30 days. We apologize if any confusion remains, but we've explained this matter thoroughly and completely. 

   

  Sincerely,

  Your Pawp Team 

  Customer response

  10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business never said long term customers could not sign up for the emergency fund , they said new customers could not and they said that more then once . I have the message logs to prove that . And again nothing in my billing changed , the mistake was on their end . My debit card on file has not changed its been the same for a year . I only have this companies service for the emergency fund and without that I do not need the service . 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business advertised an emergency fund as part of the membership which would reimburse up to $3000 of emergency vet bills for a life-threatening emergency. My cat had a uninary blockage. I was out of town and as soon as I was contacted by the neighbor watching my cat, I directed them to take the cat to the emergency vet which they did within the hour. I also immediately contacted the televet on Pawp to confirm that it was life-threatening. The small print says that the animal needs to go to the vet within 8 hours of being informed by the televet that it was life-threatening, which I did. The bill came to over $6k. I submitted a claim including all documentation. After several weeks they denied my claim because "I had waited more than 8 hours after the symptoms began" (not the conditions stated for s claim being approved). I suspect that this company had no intention of honoring my claim and basically made up a new condition so that I would not meet that condition for my claim. There is no way to discuss this with an actual person as customer support is obviously run by bots. This is a despicable practice.

  Business response

  08/24/2024

  To whom it may concern, 

  Firstly, we hope your pet is OK! We understand how scary these situations can be. We take feedback like this very seriously and we're sorry to hear you're not happy with your resolution. The ************** Rules & Regulations do indeed reference the requirement for admittance within 8 hours. Please refer to your coverage determination letter for further clarification. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2022, I signed up for a one year free subscription to an app called PAWP (online pet doctor) it was an offer with ******* mobile service). After signing up I did not like the app and was not able to trust an online doctor for my pet. So I deleted the app the second month. As I this app was downloaded through the Apple Store, it had my Apple Card. In October 2023 I received an email from Apple Card mentioning that my statement has a charge of $99.00 when I checked I found out that this was PAWP and it had auto renewal which of course I never realized otherwise I would have turned it off. They never sent me an email saying that we are renewing your membership. I disputed the charge with my credit card and also contacted PAWP many times explaining that I have never used their services even when it was free and as this is an online account they can easily check if I used the app. They said that the money is non-refundable. I explained to them that my husband was diagnosed with cancer in September 2023 and that I am I going through a difficult time and that most respectable retailers would refund you the money of you dont want the membership and they refused and refused. I emailed them fro 5 months in a row. I dont believe it is regent to pay money for a service I never used and has no intention of using. All retailers would do courtesy gesture for their clients especially when I explained to them my situation.I want my money back cause they have no right to take my money and if they was to have auto renewal they have to ask you while you are filling the application and not have it on automatic renewal when most people dont realize that it is on. This is called cheating.Thank you and reading my complaint and I really hope you can help me.******************* ************

  Business response

  07/17/2024

  Thank you for reaching out to us regarding your recent transaction.
  
  We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.
  
  Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.
  
  As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at **********************************.
  
  In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was not aware that the membership renewed automatically as they did not make this clear when signing up. When i found the charge i called them right away and asked for to be refunded for my money.

  If i am trying this app for my dog who is like a member of my family why would i accept the auto renewal. The only explanation is that they hide it so the consuler is not aware that this marked for auto renewal. 

  Any decent retailer would refund the money to the customer especially that the customer never used their services and they can check if i used this app as they track all the action. I have never used this app, not when it was free and not now when they took my moeny without my conscent.

  I don't think that it is fair to pay for a service i have never used. How this company accept taking my money and they know i have used their services and never signed up for autorenewal. i was unlucky that i used my apple card whcih is run by ******* ***** Bank USA and they offer no consumer protection at all.

  I insist, i have never accepted the auto renewal and if they had the auto renwal clicked without the customer conscent or bringing it to his attenion than this is stealing.

   

  Thank you for your assistance.

  ****

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  07/24/2024

  Thank you for reaching out to us regarding your recent transaction.
  
  We understand that you are still seeking a refund, and we appreciate you bringing this matter to our attention. We want to assure you that we thoroughly investigated the matter, and based on our findings, the transaction dispute was resolved correctly in our favor.
  
  Our team carefully reviewed the transaction and found that the membership was not canceled before the trial conversion date and time, nor did you provide evidence to us that a cancelation was submitted before the trial's end. Based on this evaluation, we determined that the initial resolution was accurate and fair.
  
  As outlined in our terms and conditions, once a transaction dispute is resolved, the decision is considered final. We appreciate your understanding of our policies and procedures in this matter. While we cannot process a refund for this particular transaction, we are more than happy to assist you with any other questions or concerns you may have. Please feel free to reach out to our Support Team at **********************************.
  
  In the meantime, you can access your membership benefits at any time through the current billing period via the Pawp app.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried PAWP when my dog was having some digestive issues. I didn't feel at ease with telemedicine for pets. I forgot to cancel the 30 day trial, and reached out as soon as I saw the charge come through. They refused to refund me my $99 and basically told me I was stuck for an entire year even though I don't plan to use the service again. I could see if there was a small monthly fee, but this is for a year. Their support team operates under "Pawp Support" so I'm not even sure I was talking to a human, but to be this inflexible is an awful customer experience. Now even if I wanted to try this service again, I wouldn't because they have been so difficult. They told me they sent a renewal email and if I could prove to them that I tried to email them and cancel they would give me a refund. Their email went to spam. I would recommend staying away from this company. They're taking advantage of worried pet owners.

  Business response

  04/25/2024

  Thanks so much for giving us a chance and trying out Pawp for your 24/7 pet care needs! It looks like your free trial concluded and the credit card you had on file was charged. If you feel this was a mistake or you were incorrectly charged, you can reach out to ***********************************

  Customer response

  04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have reached out to your useless support team numerous times and the response is the same canned message each time. No one should be locked into your scam services for a year. If a customer doesnt want or need your product you should just let them go with no financial obligations to you. The second my card was charged I reached out and any other service wouldve refunded me my money because I didnt plan to continue and honestly didnt receive your reminder. You all know what youre doing. Telemedicine for pets doesnt work for everyone. I gave it a try, it wasnt for me, and I forgot to cancel. I didnt reach out 2 months after I was charged. I reached out immediately. There is no room for human error with your company and I really hope that people see past the fake reviews and realize that this is a money grab. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  05/23/2024

  We're sorry you feel this way, but we do appreciate your feedback. While we try to be as transparent as possible, we know there can be confusion around the service. We do need to adhere to our terms & conditions in order to provide equal care to everyone. Please reach out to ********************************** so we can discuss this further.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to Pawp in February of 2023 in the hopes of augmenting the care for my three cats. Having access to vets 24/7 via telemedicine was an appealing prospect, so it seemed worth the $99 annual charge. Over the course of the year though, the several times I actually used the service proved to be completely useless. As such , when I realized that I was automatically billed another $99 in February 2024 for the upcoming year, I politely reached out to Pawp asking for a cancellation of my membership and a refund (this was merely two weeks after the annual renewal). Their customer service informed me that this is against their terms of service, and I'm locked into using their services for another year.To make matters worse, when I reviewed my credit card statement, I noticed that Pawp had erroneously double charged me for BOTH annual memberships. I had two identical $99 charges in February 2023 and two in February 2024. To their credit, they did refund the double charge for this year, but told me they would not refund the additional money they took from me last year.I'm a bit baffled by this complete lack of attentiveness to honest, simple customer requests. In good faith I used their services for a full year, and have decided it is not the product for me moving forward. Flippantly telling me that I'm stuck with them for another year because I forgot to turn off an auto renewal is just bad business practice in our new subscription era in 2024. Further mystifying is the their acknowledgement that they double charged me for the first year but will not rectify the wrongdoing. Shame on me for not noticing last year, and shame on them for their ambivalence towards fixing it.

  Business response

  03/07/2024

  To whom it may concern, 

  We're happy to confirm you've received your refund for the erroneous charge. As stated previously, no refund will be provided on the correct charge. If you have further questions or concerns, we encourage you to reach out to our Support Team directly, 

  Sincerely,

  Your Pawp Team 

  Customer response

  03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It appears the business did not read the substance of my complaint.  Id encourage them to do so before providing a canned response.  As I stated in the complaint, there were TWO erroneous charges.  Concerning the correct charge for the upcoming year, I believe my request to cancel the service for a refund is more than reasonable given 96% of the membership year still remains and I would not like to use the service during that time.  Id be happy to take a pro-rated refund factoring in the 4% of the year that I did retain the service (although I didnt use it anyway).

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This matter is not closed.  It is now being routed through my bank for resolution.  I'll follow up after they make a determination.  Thank you again for your time.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business response

  04/08/2024

  If you have any additional questions or concerns, our Support Team is available during regular business hours. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just like many others my dog had extreme ****** diarrhea, lethargic and vomiting. I immediately took her to the emergency vet. I had previously reached out to them for a minor issue which took twenty minutes between replies from the vet tech. Not a vet! A tech,!! My dog was bleeding I was not waiting. I wrapped her up and went straight to vet. I submitted everything required and the denied the claim saying my dog bleeding from her r***** and vomiting was not an emergency. My dog is 17 years old I appealed twice until I received this response "We are no longer able to discuss this case further, as there is no additional information to share.". This company is a SCAM!!!! Stay far away. I will be reporting them to whatever agency licences them so maybe they will be put out of business before they put anyone else through this. This scam was promoted through ******* and I notified them also. I have disputed all charges I paid for absolutely nothing. They do not even have a phone number to call. The number on the credit card statement is a message that says chat with them on app then hangs up. There is no way this is a legit business or they would have a phone you can get a person. I wish I read all the complaints before signing up. I'm cancelled now but I want my money back! You did absolutely nothing for my dog when she was having an emergency. I'm pretty sure if my dog was it by a car you would deny the claim and say it wasn't an emergency because I didn't was valuable time chatting with a vet tech. Please refund my money!

  Business response

  02/28/2024

  To whom it may concern, 

  Please refer back to your conversations with our Medical Review Team for clarification on your denial reason. The medical records do not reflect a life-threatening emergency coverable under the *************** If you have further questions or concerns, don't hesitate to reach out to our Medical Review Team directly. 

  Sincerely,

  Your Pawp Team 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told by a pawp professional to seek emergency treatment and that I would be reimbursed for the costs of the treatment. The professional told me that my poor dogs eye bleeding was life threatening and I even sent photos, that they agreed needed emergency care. I sent in all requested paperwork and then later was told it wasnt life threatening and was denied reimbursement. There is no appeal process and they havent provided me with a reason for the denial other than it was not life threatening. So it seems to me one hand doesnt know what the other hand is doing. When a professional in their field tells me to seek emergency treatment and its life threatening I seek treatment. Falsely telling customers that they will be reimbursed for treatment is the worst! I am so saddened by their inability to comply with the request. I want reimbursement as their professional told me to seek treatment as it was a life threatening emergency.

  Business response

  02/26/2024

  To whom it may concern, 

  Our Veterinary Professionals are not responsible for determining coverage under the *************** Per our Terms of Service, that responsibility lies with our Medical Review Team, and our Veterinary Professionals provide the best recommendations for the care and safety of the pet being triaged. If you have further questions or concerns, please don't hesitate to reach out to our Medical Review Team. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I am complaining against pawp.com,the company. I had an account with them for a year for free(the year isnt over!) and I enjoyed having it. It was through an app I have a subscription through. I purchased emergency fund insurance and tried thru chat to tell them I didnt want the insurance anymore (never said I didnt want the account!) I got emails telling me they hate to see me go,etc and Im like wait what? No! We wanted to keep that! this morning I got replies and they said they cant give me the account back for my dog WHEN I CLEARLY said I didnt want JUST the emergency fund and NEVER said the account needed to go. They sent me a link for $99 for a year and I told them no,I wanted to continue my free trial and they told me I couldnt have it? Thats wrong and I am very upset about it. I want to finish her trial but if I cant I hope that they take free trials off these apps and never do them again because people like me with pets and on fixed incomes get messed up from these types of things. Im extremely upset.

  Business response

  02/07/2024

  To whom it may concern, 

  We're sorry to hear about your negative experience with Pawp. As stated previously, free trials cannot be restored once canceled, and there is, unfortunately, no exception to this policy. Since you weren't charged for the trial itself, there are no charges to refund or other actions to be taken. If you need further clarification, please reach out to our Support Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Again,I stated I just wanted my money back from the emergency fund which I was sent a email with a refund for about 14 dollars (I paid 19!) and all I said was I DID NOT WANT THE EMERGENCY FUND if yall would go and LOOK..I never said I didnt want the trial to end and the person handling my refund handled the whole thing WRONG and so are you,pawp! Once reviewing the records seeing I never said I didnt want the trial on good faith yall should of restored it regardless because as a customer I complained to you as well as ******************** THAT I NEVER TYPED NOR STATED I DID NOT WANT PAWP! The only thing I want to see is the rest of my trial AND the rest of my money for the fund! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  02/15/2024

  We're not able to restore trial memberships once they've been canceled. We apologize for any inconvenience caused. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A while back I got a free trial via ******** for this company and I made the mistake of not coming here to read Reviews/warnings first - It's worth noting that many reviews have been posted saying this service doesn't do what they claim and they're surprising people with undesired renewals.In my case, about a year into this free membership, my dog died within weeks of the trial ending and about 2 weeks after I saw that my debit card had been charged. I immediately canceled my membership since I never used it while he was alive and have no desire to continue a pet-related subscription after his death. Reaching out to their customer service via chat which was the only way to get in contact with someone at the company and I was met with a brick wall saying they have a strict no refunds policy, pet death be damned. I've tried following up with Pawp's customer service and they're unmoved. To **** with me and my grief, I should go ahead and use the service with another pet - as if I'd ever want to have anything to do with an unfeeling company like this for another moment. ( In contrast, did you know that Chewy will send flowers and a heartfelt condolence message when they learn of a pet's passing? They're also kind enough to refund recent purchases which will go unused and they encourage people to donate the items if possible.) This is a company supposedly centered on pet health that has the gall to shamelessly profit off of pet owners' grief and they're refusing service to other paying customers. Please look into their business practices as there's something very shady going on! Even if I can't get a full refund because I canceled after being charged, I have no use for their service and think it's only fair that I at least get a pro-rated refund.

  Business response

  03/13/2024

  To whom it may concern, 

  At the time of outreach, our member had more than one pet listed on his Pet Profile. Both of these pets were removed from the Pet Profile just before our member reached out to us to request a refund. As we explained previously, a refund won't be provided for canceling after the charge date. If you have further questions or concerns, don't hesitate to reach out to our Support Team directly. 

  Sincerely, 

  Your Pawp Team 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am paying for insurance for my dog with this company called pawp.com my dog ingested a Christmas ornament. I had to take to an emergency vet. he was pooping ****** diarrhea which to me is considered an emergency!!! the company is trying to say it's not. so, they don't want to reimburse me thank you *******************************.

  Business response

  01/19/2024

  To whom it may concern, 

  Please review the coverage determination in your Pawp app for further clarification. The ************** cannot be used to cover situations where care was delayed for any reason. 

  Sincerely,

  Your Pawp Team 

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My answer is that I did take care of my dog as soon as I saw ****** diarrhea I called my vet first and then they told me to go to an emergency veterinarian which I did. It was an emergency and I did the right thing to get him the care that he needed, and if I did not do that.My dog would not be here with me today so it just seems to me that their policy is that they dont want to pay what they should be paying after taking my money per month for insurance. Thank you.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  02/15/2024

  To whom it my concern, 

  For further clarification, please contact our Medical Review Team at your earliest convenience. 

  Sincerely,

  Your Pawp Team

*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. ↩