ComplaintsforDOCUPET

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was renewing and establishing a new license for three pets. I was asked several questions regarding tags and licensing choices. The choices were presented as checking a box if you wanted them. However, after I placed the order, I realized that they had charged me about $30 over if I chose all the free tags. What I realized was they had changed the ordering on the extra information on the tags to unchoosing this option vs choosing the option. I immediately contacted the company and stated that I didn't want the extra information on the tags and to please eliminate this information and refund me the money. The company representative, Stephanie, stated this was impossible and they could only offer me 1 free specialized tag for free. Stephanie may not be to blame d/t I doubt she is the owner, CEO or CFO of the company. If she is then she will need to take the blame. I feel this is a way for the company to make money on individuals. The basic tags are beautiful when they arrive. I believe the company could make their money without deceiving their customers. The tags not only provide the pet name and contact number but a connection of finding information on docupet regarding the pet. The tags are worth the $ but the company needs to be above board and their approach needs to be honest & good business practice. I feel that they are providing a great service. Now they need to step up and change their marketing on the site to reflect their ability to provide good service.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 2, 2024, I completed and submitted online applications for dog licenses for my 2 dogs in Sonoma County. The stated fees for the 2 licenses was/is $28.00. Upon the completion of my applications, I was asked to provide a credit card number which I did. A link then appeared for me to "review cart" which I clicked on. Instead of permitting me to view the "cart", the transaction was immediately processed and I was sent a receipt via email that I was charged a total of $100.00, $70.00 which was for custom engraved name tags which I had not knowingly order, do not want and do not need. I immediately emailed DocuPet about the discrepancy and requested that these charges be reversed, as I had anticipated a charge for $28.00 only. I received a response to the emails informing me that no refunds would be issued because the "order" which I did not place for anything other than the licenses, was "processed immediately". I called the Sonoma County Animal Control Services, who recently "partnered" with DocuPet, and the person advised me to send an email to them with my concerns which I did. The response I received was that the Sonoma County Animal Control has no authority over DocuPet to demand that they issue me a refund, and I need to deal directly with them. I called the customer service phone number for DocuPet today and spoke with a rep who refused to listen to me, insisting that under no circumstances, would they issue a refund. This Is clearly a scam and I have since noted posts on the internet of other people having had similar experiences with DocuPet.

  Business response

  07/25/2024

  We appreciate the customer letting us know about the issue! We were able to connect directly with the customer and resolve their issue.

  Customer response

  07/25/2024

  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

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/2/2024 I followed a link from my county's (Contra Costa County) animal control website about licensing. Which led me to docupet's website. I created an account for my dog, however there was no option given to start the licensing process. I searched through all their help center and their A.I. chat assistant. Everything on their website says licensing is displayed "on a tag". So I ordered a tag, thinking that begins the licensing process. After the tag was ordered I still did not have an option to order a license or upload the required vaccination records for my dog. I could not get real time support since their I was outside of their business hours. I created a new account shortly after to see if this was a glitch, and I used a different address (still in contra costa county). The first address was my mailing address (*** **** *** Pittsburg CA. 94565) and the second address I used was my physical address (**** ******* *** ****, Walnut Creek, CA. 94596). On the 2nd account I was able to start the licensing process and pay the appropriate fees - however that process forced me to buy an additional dog collar tag. I called them the following day on 4/3/2024 and explained everything. I was told the first account's address "was not in their jurisdiction" which is why I couldn't order a license - BUT THE WEBSITE DID NOT TELL ME THIS. Pittsburg CA is in Contra Costa County so how would I know this to be an issue? They did not refund me for the first dog tag ordered because they have a "policy that tags ordered mistake are not refundable." However I feel misled by the website which did not clarify my first address was not eligible to order a license. I would like a refund of $22.98 for the dog tag I ordered under the pretense it was part of the licensing process for the fact the website was unclear and gave me no messaging that my *** **** *** Pittsburg CA address was not eligible for their licensing service.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was forced to buy tags for my dog. I ordered a tag with her name and contact information. The tag costs more because of the the inscription. They sent the wrong tag. They resent another but it lacks the information I paid for. They're not smart criminals

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I had my dog Vaccinated and sent the required documents along with my senior's payment for my dogs License renewal, as I do every year for all my dogs. I mailed out my documents and check on the 24th of this year, and I had already had the vet's records Prior to the invoice arriving to us. Seemed typical; but then we received and invoice for a late fee of $12.50 for my normal senior's license fee of $10. dollars. We did not receive my license copy, so I checked: I have the canceled check from the bank that was cashed by them. I went on- line and the have a chat message thing? "Leave us a message" at ****************************** *we can't seem to contact them. Why would Our fees for pets in California be going to NY? I sent payment last year also to docupet. I Believe this is just a strong arm protection fee. But I did pay it and the BBB can not locate the business, the State of NY has no business license listing of them. this may just be a scam. I have the attachments but there is a problem loading them, and I wish to receive my license asap, so I will recopy these files as other than a JPEG and have them ready for a reply by the company, The one in NY that my money was sent too.

  Customer response

  02/28/2023

  The BBB messaged me today that you had called the company. Also there was a subsection, that if they contacted me,  to contact this email address.   They kind of did?  I was sent a a receipt for my payment, I'm guessing they may have saw your contact; since, they now at least admit to receiving the payment; since we have proof the check was indeed cashed.   HOWEVER: They say that they Received my payment on Feb.1st, 2023. BUT; They state that the Rabies Vaccination expires on April 18, 2023. ALSO that the NEW License expires on April, 18th, 2023 SO, they are stating that my License renewal is only for 2 MONTHS .   I have attached photos which are the same photos, I mailed with my license renewal: which are required to get a license, and that show the Rabies Vaccination is indeed good until 2025.     First of all I do not understand why Our License fees are being  mailed to NY, and obviously there is no office,  2nd DOCUPET does absolutely Nothing but force fees on the Honest people that report they have pets. ****** closed almost all heir facilities and do very little. And, again what they are doing is Shameful. If this is what you do for a business, and you can not even do the simplest of data impute then, there is something terribly wrong or illegal going on. Again, as I stated in my original complaint that I was ha ving trouble uploading documents and would have the redone in a different program, and I was going to send them with my reply to the company replying to my complaint. Now I have other issues; which, I have attached.  I wish you good luck contacting DOCUPET, NY. Personally. I believe it's a front that sends the fees to the Cayman Islands. Thank you, for your time, I know how valuable it is. 

*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. ↩