ComplaintsforPeeva

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After getting my cat microchipped on April 10th, 2024 I accidentally registered my cat’s microchip with this company on April 11th, 2024. I was unsure of where to go to register my cat’s microchip and found this website. After entering all necessary information and paying for their lifetime package ($249) I wanted to confirm that I have registered my cat’s microchip with my vet. They asked for me to provide a screenshot of my account on ******* and informed me that I used the wrong website (Peeva); therefore meaning I made this purchase in error as I already paid for the microchip implant and had free service through *******. I contacted Peeva immediately via email and phone. I emailed billing specifically too and have not heard back from them so I called hoping to speak with a representative from their “alleged” 24/7 customer support. No representatives were available both times I called. I called twice and left two voicemails, still, nothing. I will continue calling to hopefully speak with someone because I reached out in a timely manner and want a refund.

  Customer response

  05/01/2024

  I have submitted a complaint against Peeva as of 4/11/2024 and was assigned ID *********. The BBB has made an additional attempt to contact the business about my complaint but has not yet received a response. 
  Being that the company hasn’t responded, I wanted to follow up and confirm that I have received my refund but while I did receive it, this happened only after I had reached out to the CEO via email.
  Please note that I still have complaints about this company as they have bad business practices and poor customer service. They also make false claims about having 24/7 customer support but they are very difficult to contact whether it’s by phone or email. Overall, the company is highly deceptive and I think this is worth further investigation despite resolution as no person should have this much trouble with contacting a company to request their refund… especially when no one answers the phone or company email yet the claim to have 24/7 support.
  
  ****** *******

  Customer response

  05/01/2024

  I have submitted a complaint against Peeva as of 4/11/2024 and was assigned ID *********. The BBB has made an additional attempt to contact the business about my complaint but has not yet received a response. 
  Being that the company hasn’t responded, I wanted to follow up and confirm that I have received my refund but while I did receive it, this happened only after I had reached out to the CEO via email.
  Please note that I still have complaints about this company as they have bad business practices and poor customer service. They also make false claims about having 24/7 customer support but they are very difficult to contact whether it’s by phone or email. Overall, the company is highly deceptive and I think this is worth further investigation despite resolution as no person should have this much trouble with contacting a company to request their refund… especially when no one answers the phone or company email yet the claim to have 24/7 support.
  
  ****** *******

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 1/18/23 I paid the registration fee of $54.95 to register a microchip on peeva.co. On 3/16/23 I discovered the login information was no longer valid and Peeva.co representatives Keith and Joe confirmed by phone that Peeva re-registered the microchip to a different account owner due to a dispute in pet ownership. Peeva did not notify me or refund me, they simply disabled my account without notice. I have contacted Peeva numerous times requesting a refund because I did not receive the service paid for. Their billing representative said "We checked here your account and the payment was incomplete. so the money never went to the peeva payments and we had never received the money so we dont have the money on our end." They did not dispute that I was owed a refund, just that they received the funds. My bank confirmed the payment went through. I have been in contact with Peeva customer service and billing reps from 3/16/23 when I noticed an issue with the account, through December when they denied my refund request stating they had never received the payment. Peeva is no longer responsive.

  Business response

  03/14/2024

  There are two issues here which you just pointed out. 1. You attempted to register a pet that was not yours. 2. We did not let the payment go through. We have a series of checks and balances to authenticate pet ownership. Either way, you are not the owner of the pet with the associated chip ID, and you did not pay for our service. You are therefore not a customer so this complaint is moot. 

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Despite their statement, Peeva did allow the payment to go through. I am not sure why they are stating it didn't. Peeva's billing team and my bank both verified the payment went through.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction was on January 29, 2024. I went on line to register my dog with Identrac Inc. A site came on my screen asking for the information from the site and I entered the information and my name, address and they asked for payment. I was unaware that I was NOT on the Identrac site until I completed the transaction and entered and then it came up as PEEVA in the US. I am in Canada and thought I was on Identrac site but PEEVA had taken over the screen or site in place of the one I wanted. I have called my credit card company and I have tried to reach PEEVA and have left messages with no return calls as I want to cancel the transaction and ask for a refund as I am not interested to register my dog in the US and had no intention of using PEEVA in Buffalo New York. They took over or came up instead of the site I was looking for. This is very illegal form of business they are conducting and they should be shut down. I now see other complaints and see this is called catfishing and it is not a new practice. This is how they operate. They should be investigated because of this practice of taking over other peoples sites and should not be allowed to continue this practice or their business on the internet. I have also reported to Identrac Canada that this is happening to their site.

  Business response

  02/13/2024

  Peeva is Pet Recovery Service based in Buffalo, NY USA. Every day hundreds of pet owners throughout the US and Canada pay to enroll their pets in our central pet recovery. database. When doing so, they fill out a form on our application which is only accessible via various landing pages on our website that is also heavily Peeva branded. When pet owners register their pets' with our service they are required to select the brand of microchip. They are also authenticated. During this process they agree to our terms of service and privacy policies that state all sales are final and there are no cancellations after our 3 day grace period which allows for this. After entering payment details, pet owners are presented with a message that again states all sales are final and there are no cancellations. if they select cancel- they are not billed. If theY click continue they agree to our terms that all sales are final. We feel we can not possibly make our site more user friendly than it this, but we are not 100% perfect. Nobody is. 

   

  The above person making this complaint has presented no evidence to support their complaint; HOWEVER, we went and looked up their account and she DID in fact notify us within our three day grace period. A refund is being issued immediately and the pet owner will have complimentary access to Peeva for the lifetime of her pet (unless she choses not to). Refunds are immediately withdrawn from Peeva and they can take 5 to 10 business days depending on the pet owners bank. We have no control over that. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We attempted to register our dogs microchip on-line with **** *****. We were erroneously redirected to Peeva's website. When we reached out to Peeva by phone to rectify the situation, we were told by a representative ("Amanda") it would'nt be a problem and our money would be refunded if we sent an emai explaining the error. We sent the email as requested, and shortly thereafter we received an email from Peeva staing our money wouldnt be refunded. This company is a total rip-off and is engaged in deceptive business practices!

  Business response

  01/04/2024

  This is actually a reoccurring ****** issue that any and all companies with a presence on the internet that pays ****** for PPC advertising deals with. Peeva and our competitors all bid on the same keywords in an auction. These paid search results appear at the top of Search Engine Results pages. The person filing this compliant obviously clicked on one of those ads and went through the 4 step enrollment process where our company name is in plain view on every single page as well as the fact that we are a central pet microchip registry. They then selected the brand of microchip when signing up and agreed to our terms and conditions that all sales are final. Nevertheless, as explicitly mentioned in our TOS we do offer a 3 day grace period where we allow anyone to cancel and be issued a refund for any reason within those 3 days. It appears the person making this compliant did not cancel within that grace period. There is no malicious re-directing. That is not how the internet works. The person filing this compliant signed up on December 15, 2023 and contacted us about this after December 18. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accidentally registered my cats microchip with this company. I was using the information received from my vet for my free registration with another company. This company came up in my search and I accidentally registered with them. I am elderly and got confused. I immediately contacted them. They sent an email which I have stating they would refund my money because I was within the 3 days of purchase. I also received a reprimand for making a mistake. Today is 12/6 and I have received no refund or response to my numerous emails.

  Business response

  01/04/2024

  Customers can cancel their accounts with our service within 3 days of signing up. Customer was refunded.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On thursday November 16th, when trying to register my pets microchip with the company it was from, which is not *****, I was redirected unknowingly to the ***** website. I entered my information expecting that I was on the right website. I did not realize my mistake until after payment. When I contacted the business on the phone about 2 hours later they informed me I needed to contact their billing email account to have my refund issued. I contacted the billing account and was informed that the microchip I had enrolled was not in their database. I then forwarded them the email confirmation of my purchase to prove that I had registered and still wanted a refund and I have received no response.

  Business response

  12/04/2023

  Attached to this response are our website terms and a step by step grab of our signup process. All who sign up with ***** are required to agree to our website terms two separate times during our signup process that explicitly say all sales are final and there are no cancellations. Nevertheless, we also allow a three day grace period for our cancellations. There are no malicious redirects from any competitor website. This is absolutely not possible and not how the internet works. All businesses (of all kinds) with an internet presence that pay for advertising also pay to outbid other competitors. This includes our respective company names as keywords. As a result, when a visitor searches for ***** or any of our competitors, paid search results will always be at the top of the **** ****** ****** ******* ****. Our website is clearly indicated as ***** with our logo at the top of each page on our site. Each landing page that a paid ad directs to also says exactly not only who we are, but what we are, and what we do. ***** is a central registry where any pet can be enrolled. Pet owners also suggest the brand of microchip when signing up their pet. And as already mentioned, they select the brand of microchip and agree to our terms that all sales are final. We also offer a 3 day grace period to those that still "make a mistake".  Anything past that three days is not refunded as per our website terms that are agreed to when signing up. The signup will therefore not be completed otherwise.  No refund will be issued and any dispute will be counter disputed.  On the rare occasion that this happens, we win our counter - disputes 100% of the time based on this simple logic and facts. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April i somehow ended up on peeva page instead of **** ***** for my renewal microchip for dog. As soon as transaction processed I noticed it was for more than the renewal fee. I then realized it was not my microchip company. I Have called six times always all lines are busy we will return call. Never do same thing when you email someone will get back to you. Nothing even sent a message through Facebook. Same response Six months no money nor response. Reviews show this is a common problem

  Business response

  08/23/2023

  Peeva is a Universal Pet Microchip Identifications System, Central Microchip Registry (where any brand of microchip can be enrolled, and the first and Only Unified Database of Electronic Health Records for pets.  Any vet in our network can scan the microchip of any pet enrolled in our system to access that pet's complete life history while instantly notifying the pet's owner of the precise location. Thousands of pet owners every day pay to enroll their pets with our service as an added layer of protection as we clearly offer a suite of services that our competitors lack. Peeva, like each and of our legitimate competitors (as well as any organization with an online presence) pays for online advertising which includes an auction of keywords.  On April 21, 2023 the person now making this complaint against Peeva paid to enroll their pet with our service for a one time fee of $54.95. This person landed on our website via internet search. Regardless of it being organic or a paid ad that was clicked on, there is no deception or redirection. That would be impossible and that is clearly not how the internet works. Whichever way the pet owner wound up on our site, each and every landing page on our website is Peeva branded and clearly says exactly what we are and what we do. Every page on our registration form to our application is also Peeva branded and only accessible via our website.  When signing up, pet owners are required to select the brand of microchip they are enrolling with Peeva's central microchip registry. Pet owners are also required to agree to our terms of disclosure that all sales are final and there are no refunds of cancelations. After submitting payment, pet owners are displayed the following message "By clicking continue, you understand that you are registering your pet's microchip with Peeva in our central microchip registry and you agree that all sales are final and there are no cancelations. At that point, pet owners can cancel or click continue. This person clicked continue. WHATS MORE IS WE OFFER A 3 DAY GRACE PERIOD TO CANCEL ENROLLMENT WITH PEEVA AT ANY TIME AND FOR ANY REASON WITHIN THAT 3 DAYS.  We can not possibly make our system more idiot proof than it already is. The person making this complaint against our very legitimate organization is clearly at fault for generally being an idiot and not contacting us within our 3 day cancellation grace period.  For this reason, the pet owner also lost their dispute with their bank and this person is now leaving yet another negative review about Peeva now on this platform.  Please see supporting "evidence" which will also justify our disabling of their account (as explicitly noted in our terms). IN EXCHANGE FOR WAISTING MY TIME, THERE WILL BE NO REFUND.

  Customer response

  08/31/2023

  Please see all attachments some may be duplicates.  

  I stated in my first response, I somehow got into Peeva thinking I was on **** ***** for a renewal.  It had been a year since I had done the last renewal.  I tried to log in and it said I did not have an account, so I created a new one.  I thought it was to be the renewal.   What happened it that I pushed enter and it charged 54.95.  I now see that it was a one-time fee where it would be good for lifetime.  
  Please see in the representatives response where he even admits I could of ended up on their webpage by an advertisement or auction of keywords.  That is how I think this all happened.
  Anyway, That very same day I wrote to your support the same day that I had made a mistake, needed to cancel and requested a refund since I was already registered with **** *****.   So, looking at your very rude response calling me an idiot saying I needed to cancel with the grace period.  I did try to cancel.  I also called several times but was met with our people are busy we will get back to you shortly.  Well, nobody ever called me back.  I tried to message using Facebook.   Same response somebody will be back to you shortly.  I made several calls with the same outcome.
  So, I did follow your guidelines and meet the timelines you have in place.  After a few months I started researching and saw that this is a very common problem on the consumer side and also you’re not working or returning calls or emails.
  Instead, whoever was the representative that responded to my BB complaint is way out of line.  Nobody in customer service should be allowed to berate a customer call them an idiot, say that since I wasted your time, which by the way you get paid I am sure by the hour so basically, I am not wasting your time.  Plus, this representative made a statement I lost my dispute with my bank.  I never filed one with my bank.  If so, you would have never got the payment processed.  But if I had known the game I would have, and we would not be having this back in forth.   I did write a negative review as so many others have done.  It is well with my rights as a consumer to do so if a problem has not been solved.  The representative also said they are well within their right to disable my account then in bold wrote IN EXCHANGE FOR WAISTING MY TIME THERE WILL BE NO REFUND.   THEY MISPELLED WASTING   lol   
  I am sure Mr. Hamilton, the CEO, would not find this meeting his expectations of how a representative of his business would respond to the customer.  
  I am requesting that this letter be forwarded to Mr. Hamilton so that I do not have to be chastised by some unhappy representative.     My email is below.
  If I had known that when I got my dog 10 years ago that Peeva was a one-time fee for life I would have used them.  I would also like whoever is supervising this representative to see this complaint and respond to my personal email T*****************
  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 27,2023, I was checking my dog's microchip to see if I needed to update any information. I thought I was on ** *** ***** website. However, as it turns out it was Peeva. The microchip number didn't show up, so I thought it was not registered. I registered it and paid the $54.95. Then I called ** *** ***** and found out that it was registered with them. I called Peeva to have them refund the money. I gave them the microchip number to look up the information, which had only been registered a few days. I was told that this microchip number was not a Peeva number. I said, then why did Peeva's website let me register it and took my money. I was told she have to investigate and call me back. Later that day, Judy from Peeva called and told me that Peeva does not refund registration fees. I am requesting that the BBB investigate this, and help me get a refund. Thank you, ***** ******

  Business response

  06/26/2023

  Peeva is a central pet recovery database where any brand of microchip can be registered. With every hospital we onboard, we auto-enroll thousands of microchip IDs of other brands into our system at no cost to the pet owner or the hospital. This is how we came to be a central pet recovery database. Every day thousands of owners of pets with microchips of other brands pay to enroll their pets with our service as an added layer of protection to take advantage of the unique features and benefits and features we offer that our competitors do not; such as instant notification services, and lost pet alerts where they can report their pets lost from their dashboards should they go missing. Peeva then sends out a notification email with the pet's picture and the pet owner's contact information to every pet care professional there is (in our network or not) within 50 miles of the location wherever the pet was last seen. We provide all these services for a one-time nominal fee of $54.95 (at time of writing). A microchip can also only be registered with Peeva one time- so if it is already pulled into our system from the vet we do not let the registration go through. 

  On May 27, the person that filed this complaint knowingly registered her pet with our service. In doing so, she clicked on our registration form that is only accessible via the Peeva website peeva.co. Every page on our website clearly says "Peeva" across the top of the page. Every page on our simple registration form also says Peeva across the top of the page. The registration form also explains that Peeva is a central pet registry where any brand of microchip can be registered. Pet owners are also required to select the brand of microchip implanted in their pet. The microchip implanted in the pet in question is an **** brand microchip. Our registration process also makes it abundantly clear that all sales are final and there are no refunds. Pet owners are required to agree to these terms when signing up. At that point they can click cancel or continue. The person filing this complaint obviously clicked continue.  Although we make it abundantly clear that all sales are final and there are no cancelations, we still do provide a grace period of 3 days for anyone that wishes to cancel their service. HOWEVER, if a dispute is filed with their cardholder it is officially out of our hands as the funds are immediately withdrawn from Peeva with additional penalties imposed. Although this rarely happens, in the rare instance that it does Peeva then counters these disputes and wins them 100% of the time. Peeva will be countering that dispute.

  The person filing this complaint registered her pet with Peeva then registered her pet with ** *** ***** several days later. It is also important to note that ** *** ***** is not the primary registry that distributed the **** brand microchip that was implanted in her pet. Unfortunately, the pet owner is under the belief that she registered her pet's microchip for free and low and behold failed to read their actual pet protection services require a fee as well.

   

  Customer response

  06/26/2023

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

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a rip-off business that catfishes (redirects) ****** searches to their site and then rips people off by offering services they are already entitled to. I typed in ** *** ******* and was unknowingly redirected to their site where I registered and payed without noting that it wasn’t the site I was trying to reach. They refuse all refunds because the only way they get business is ripping people off. Their customer service is a joke and the positive reviews for their company are fake. There are many people who have experienced this with this company - several complaints have been filed with BBB and many negative reviews on ****** and ****. If they were legit they would offer refunds. They wouldn’t catfish’s. They wouldn’t sell a service people have already paid for with their chip. And they wouldn’t take advantage of pet owners. I spoke to Joe at the company who said that he was quitting because the owners are so dishonest - he encouraged my to dispute with my credit card company because tho he wanted to he was not allowed to process refunds for customers. Not sure if he was telling the truth but regardless that is what he stated. You should shut these people down!

  Business response

  05/18/2023

  Hi. If you look at the attached, the rep that had been dealing with this irate customer got quite an earful. We also received numerous harassing reviews on other channels as well as ******** posts.  Peeva is a central pet microchip registry where any brand of microchip can be registered. We became centralized due to the critical mass of microchip enrollments of other brands when we onboard veterinary clinics throughout the US and Canada. At time of writing there are 323 in total. We also offer a suite of services neither of our competitors do such as instant notifications, lost pet alerts, and pet medical records. for this reason, thousands of pet owners that are already enrolled with other services also enroll their pets with Peeva online as an added layer of protection. There is no malicious redirecting and all pet owners that enroll their pets are required to select the brand of microchip implanted in their pet. After manually doing so, they also voluntarily agree to our terms that all sales are final, there are no cancellations. They then manually and voluntarily enter their payment information. After doing so, they are then presented with another message that says all sales are final, there are no cancellations and they agree to pay a one time fee of $54.95 to enroll their pet. They then have the option to cancel or continue. This person opted to continue after going through all the aforementioned steps. This person has then berated staff and taken personal shots at them and me as the owner of this company.. and has gone as far as to make physical threats. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I registered my two dogs, ****** and ******, to Peeva microchip registry on 12/15/22 and 12/29/22. Since then, the site dashboard that is supposed to be accessible to me (to update information, send out an alert for a lost pet, receive Information for a pet that is lost) is not operational at all; when I sign in the page is in a perpetual "loading" state with no resolution. I have emailed and placed multiple calls at different times to their (supposedly) 24 hour 7 day a week customer care line (always goes to voicemail) with no response at all and no resolution for almost 4 months! I need to know my pets are protected and have access to the site, and right now I have little confidence that this is a legitimate business. I am concerned this is a scam. I am hoping I am wrong! Please help me resolve this issue with Peeva, and if they will not resolve it, I request a full refund. I would rather use another business that will actually do what they promise. I have attached screenshots of my email receipts for each registration and the dashboard site response every time I try to sign in. Thank you for your help!

  Customer response

  04/14/2023

  The consumer called and said that the issue has been resolved.

*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. ↩