Support Pets

On April 8, 2022, I ordered, and it was charged to my credit card, a vest, certificate, ID card, tag, etc. from Support Pets in which I was to have received in 10 - 14 days. As of May 4, 2022, I have not received the order. I contacted Support Pets numerous times via phone calls and emails, beginning on April 23, 2022, only to be told it was with their shipping department and a Specialist would need to look into the matter. I was instructed to contact www.supportpets.com/contact and notify them of the situation, and I did so on three (3) different occasions via email, but to no avail. I have heard nothing from Support Pets except automated emails that they received my inquiry and would respond in 12 - 24 hours. This is a "Company" that prides itself to assist in emotional support and excellent customer support; however, Support Pets has only provided undue stress. At this point, I would like to have my credit card refunded. Support Pets has completely ignored all my inquiries into this matter, taking no accountability.

I had requested a refund twice with support pets and both times support pets had said they would put in the request and it would take7-10 business days to process and I should see the refund on my account at that point . Both times I never saw a refund so I contacted my credit card to file a dispute they were unable to process the dispute which is why I am reaching back out to you all. I did not receive the information I was promised from support pets. I asked while I was purchasing my *** documents if I needed any additional paperwork/ information for my new place of living if that would be able to be provided, to which support pets said yes. I purchased my *** paperwork submitted it to my town house, my townhouse management then asked for the doctor that approved my *** paperworks name, email, phone number and fax number, so they could be in direct contact with her regarding additional information they needed. I contacted support pets and was denied this information. I was unable to move into this town home without this information that support pets did not provide which they promised. I then contacted another *** company who was able to provide me with all information I needed. I called support pets and asked for a refund twice and have not seen one. I am looking for my $97 to be refunded.

I ordered my *** certificate renewal in responding to a promotion that was sent to my email promising me various products offered by the company in addition to my certificate within 48 hours, on August 23rd. not only did I not receive my certificate but Support Pets claims that they have no record of the promotional products promised even though I renewed by responding to the promotion email they sent me. I sent them an email this past Friday the 26th as well, inquiring about my certificate and promotional products and have gotten no response. I did call them today and was told that yes, I am correct, they did not send the certificate but that they had no record of the products I was to receive and the agent was unable to assist me in getting this resolved. I have also messaged them via chat and gotten NO RESPONSE. This is totally unacceptable. I paid for my *** certificate renewal along with the products promised in the promotion and not only have I not received my certificate or products promised, I cannot get assistance. Since they refuse to respond I have no choice but to file a formal complaint and Ill be contacting my bank in the morning to get my money back. This is not the Support Pets company that I have known for the past several years. They have become a fraudulent organization that is taking people's money without sending the items that they paid for.

My landlord will not except these papers. They require faxed info and this company says they are paperless, will refund half my money8/31 8/31 I received paperwork from the ESA Doctor Gene Pershwitz M.D. lic#XXXXXX, NPI#XXXXXXXXXX, deeming me in need of my support animal. I gave these papers to my landlord. My landlord informed me they have their specific paperwork required to be faxed directly to the company and filled out by the Doc, and then directly faxed back to my rental companies office. They will not accept e-mails for this type of issue. The papers are worthless to me. I paid a $105 fee. They did refund $52, but I insist I be fully refunded which now the manager says must go through corporate, which she claims has no phone number. So they are a "paperless company." I cannot find any where, that it states they are paperless and cannot or will not fax if the customers landlord, airline, etc should require it. The company refunded my credit card $52. Why am I not being fully refunded? The issue is not on my end. The issue is the simple task of faxing they claim their company just doesn't do. I do not see on their website where it lets the consumer know they do not fax...so as a buyer beware that should be stated. They don't fax, they don't have a corporate number to contact, so they claim. This sounds very questionable regarding any business. I see absolutely no reason I should not get a full refund since they were unable to fulfill the service I paid for.

I ordered these documents because the advertisement claimed they would allow me to live and travel freely with my registered pet. As a disabled person seeking affordable housing, I encountered a problem when a property manager rejected these documents as illegitimate. This prompted me to investigate and discover that the documents are invalid due to a revision in December , which excludes Emotional Support Animals from the Air Carrier Access Act provisions. These papers, which were supposed to enable my pets to accompany me without fees, turned out to be false. I believe this is a scam. Given my limited income, every dollar is significant, and I feel entitled to a full refund since the documents are worthless to me. Included are three screenshots showing the $97 payment and the documents received via email. The flight document incorrectly states my dogs are allowed in the cabin under the Air Carrier Access Act, which is no longer true for Emotional Support Animals since 12. Attempts to contact customer support have been futile, with no response from their website. I am requesting a refund of my $97, as exploiting people, particularly those with disabilities, is unjust.

I am very dissatisfied that Support Pets isn't honoring 100% money back guarantee. My husband suffers from PSTD, Anxiety and Depression. Our Scooby is his whole world. We needed the ESA papers for Scooby. Was very excited to have Scooby as ESA. My husband bought a special hand made frame specifically for this certificate. The order was to be in my husbands name. The paperwork for ESA is in my name. I only paid for it a a gift to both of them. What we got was ESA papers. With a doctors name stating that I was in need of ESA for Scooby, no I don't suffer from issues like my husband. I contacted support staying on phone over 1/2 hr. A woman answered phone sounded like she just woke up. Took my info and said she'd pass *** on. Following day sent email to support. Team member Rachel stated I needed to call support pet number. I called, waited over 12 hr. Same woman answered call. Explained again to her how cwry dissatisfied we were. That we didnt pay 97.99 for a paper that we can't use to have Scooby on plain. She insisted that yes we could. Can't use papers at Apt and are now threatened to move or give Scooby up. I told her I wanted 100% money back guarantee as stated. She told me she could give me 25% back and we could keep papers. I tild her no I want 97.99 back of while refund as ir states. Sge put me on hold said sge had to talk to her manager. She came back and stated manager said I could have 50$ back and keep papers. We don't have them as we deleted email that tgey were attached to. Sge said she would resend them and give me 50% back. I said no I wanr complete refund. I aaked to speak to manager. She told me she had just stepped out. That a doctor was paid for review and papers. Was then told corp office only handles disputes and refunds and would pass *** on. I won't tolerate liars and manipulators. This company is a scam and preys off people with a disability which is a violation of a Disability Laws and Civil Rights. I want the guarantee honored as it states. Anyone can type out stuff and put it on paper and falsify info. Besides how was doctor to really know what my husband suffers from with a physical and psychological exam. But concludes that my is in need of a ESA. My husband is crushed. His son, best friend, companion Scooby is everything to him and is afraid of loosing him. What they are doing is illegal. They are purposely lying to people and giving them false papers. I want completely re- emburssed for junk that they falsely made up and lye to people. Pets can no longer fly the way Support Pets says they can. I caught the woman on the phone lying so many times. This company is a joke. It's preys on innocent, vulnerable people that don't deserve anything but comfort and peace.

They simply do not respond to emails. They keep sending me reminders to renew my dead dog's ESA cert after I notified them she is dead. I must have responded to at least three of their emails telling me to renew my dead Poodles ESA certificate. Can you imagine how painful it is to be reminded that your dog is dead in "heartwarming" reminders to renew your ESA card? And how cruel it is for them to continue to send you reminders, weekly or more often? And how much more it hurts that they CONTINUE to bombard you with sales emails when you have already told them your dog is dead. I told them Lola was dead Oct 30th, and got an autoresponse that reads Greetings pet lover We received your support request and great news! "We've expanded our support business hours and are now open Monday thru Sunday 9 am to 9pm EST. That means one of our customer support specialists will reply back to you within 12-24 hours. We want you to know it's our promise that our team of experts will help you with anything from:" And guess what; no one from customer service ever contacted me within 12-24hrs; or ever. Here is my second email response, on Oct 31st - "I told you Lola was dead. You touted your great new customer service. You keep sending me reminders that cause me emotional harm. If you do not wish to be sued; stop sending me emails." But it didn't stop there On Nov 1st, I got another email from them, to which I replied "Lola is still dead and you still haven't taken me off your list. Shame on you! Re: Make Lola Proud, Renew your ESA before this sale expires! Than again, Nov 25th they sent me another doozy, to which I replied "your incompetence and insensitivity is deafening-stop sending me emails. My dog is dead and I've told you repeatedly. If you send me a christmas message, I will be reporting you to Complaintsboard.com Re: From Lola To You: Happy Thanksgiving! " So although they haven't yet sent me a Christmas message, they sent one MORE email about my dead dog today, on Black Friday Hi ***! We hope your turkey was perfect and tasty, That your house didn't get too messy, You waked up to a wonderful day, And we will make sure that nothing will stand in your way! Say Yes to your ESA Renewal! Today you have the best chance to ensure Lola rights, To Travel freely without any struggle - won't be any trouble! This is how life is like, when having the esa rights by your side So... Sit back and relax, we will take care of all of that, So honestly, that horrible grammar, " you waked up" ?!?! merits a separate Complaintsboard.com complaint all by itself (jk-I just want you to realize I'm not being a Karen here, but the proper wording is, "you woke up" or just "waked" without the up .) But I digress. I realized no one was reading my emails, so I resolved to file that Complaintsboard.com complaint and found their cust service number and saw that they are a member of the Complaintsboard.com and have an A rating (which just means they pay the Complaintsboard.com money and then get more leeway when it comes to complaints. We will see if mine is still there, because I see two other complaints that have been removed, maybe that's what you can do when you pay off the Complaintsboard.com.) The CSR I spoke with sounded horrified about what had happened, and she suspected, as I do, that their marketing email box isn't monitored, just has an auto-reply. So here's the deal; when you say you are going to respond to a customer in 12-24 hours, you should do that. When a customer tells you their emotional support pet is dead; you should stop sending them emails about their pet, other than an offer of sympathy. And you definitely shouldn't increase the frequency of those emails; each of which is an emotional assault on a person who is probably still grieving immensely; because those people who go to the effort to pay for ESA certifications for their pets likely have a very close emotional bond with them. I believe this Company is only in the business of selling stuff and makes no real effort to connect with their customers in a meaningful way. They need to monitor their inbox and listen to, and respond to their customers.