Complaints

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved into a new condo building in November 2020. They have a strict "No Pets" policy. In the summer of 2021, I was searching to adopt a couple of dogs for emotional support and needed an ESA letter from an accredited institution in order for the Condo to allow the dogs to live with me. I obtained this ESA letter from Emotional Pet Support LLC in August of 2021. In December of 2021, I received notice from my Condo Association that I had to submit a revised ESA letter. Upon inquiring with them, they stated the therapist is no longer licensed to administer ESA letters. I reached out directly to the therapist, who directed me to EPS. When I emailed with EPS, since it had been so long since my purchase, they could not refund me. They did say they would cut me a check and mail it to my home address. This was in early February 2022. Since that time a check has NOT been sent/received. I have followed up in March and again in April 2022, only to be told the company was recently purchased and the records are difficult to access. My last follow-up was over a week ago and I've received no response from the company since. I am owed $139. This is due to EPS allowing a contracted therapist to operate without a valid license to administer ESA letters. The ESA letter would no longer be accepted, and I was forced to seek a new provider and therapist, and incur another $100+ cost.

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/05/12) */ All of our mental health professionals are fully licensed and this can be easily verified through any state (.gov) licensing website. As we have mentioned to this previous patient, there has been a change in management months ago and we do have a 30 day refund policy. This individual has used the documentation then moved to a different housing condo and used their previous documentation without notifying us or their provider about whether or not their assigned mental health professional is continuing to provide assessment review services. This led to the individual's association blocking the request and a subsequent request from the patient for a full refund for previously used documentation (nearly a year passed). We do have a 1 month full refund policy as noted throughout the terms of service, this individual has ordered from the previous management nearly a year ago. Due to how old the case was, this individual's credit card company refused to process the refund. Consumer Response /* (3000, 7, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. You will see attached documentation showing the therapist's license was suspended/restricted for failing to meet the criteria of issuing ESA letters (by not meeting with patients). 2. This was acknowledged by EPS, I was promised a refund due to this, and EPS indicated the "check was in the mail". No said check ever arrived. Thus my complaint. 3. I have been in the same residence since November 0f 2020. I did not move. I had to submit a new letter because I was issued an ESA letter in August 2021 and the therapist (******** ******) had her license restricted in September of 2021. 4. I had to then pay a separate provider for a new ESA letter. Thus, my claim is valid. I am simply asking for a refund since I had to incur an additional cost for a 2nd letter. 5. "Nearly a year has passed". This is false. ESA Letter issued by EPS in mid-August of 2021, I reached out in on February 1st of 2022. That is not quite 6 months. 6. I can provide backup documentation including email exchanges corroborating all of this. Business Response /* (4000, 18, 2022/06/27) */ Our records show that this individual had approved documentation for half a year before requesting a refund. This is well outside the scope of our refund policy and the refund policy of issuing banks/credit cards. Our full refund policy, no questions asked, is 30 days. However, we do provide the full refund to those that have not used the documentation for housing purposes for up to 90 days in many cases. To close the matter, this individual's assigned mental health professional has not been associated with us for many months as of this response.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to get an ESA letter from them. While they most certainly did provide me with one it was clearly a fraudulent letter and a scam. The doctor wasn't even using a professional email address it was just a ***** account. Secondly, the doctors letter head had a typo on it and when I pointed it out she cancelled me in the "System" and "refunded" me. Additionally, the address on the doctors letterhead was a residential address tied to nothing not even a PO box. I work in customer service, and the CS rep Sarah, was EXTREMELY rude. She refused to answer my questions and got passive and rude when I pointed out there was a typo on the letterhead. She is claiming that Dr. ****** is licensed in all 50 states when its clear from a ****** search that is NOT true. This business is running a fraudulent medical scam.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/06) */ We've fully refunded this client and informed her that we're cancelling the case, we're not sure why she isn't satisfied with a full refund. We allow our doctors to communicate with their clients in manners they prefer (generally email but can also provide phone call/fax services). Some of our mental health professionals work at home via telemedicine and therefore do not all provide a business address. We have mental health professionals fully licensed in each patient's state and can also provide full notarization of documents. Fully refunding a client and cancelling their case because they're not satisfied does not mean we're a scam, many companies eventually get a dissatisfied client. We do our best to service all our clients to the best of our ability, if things continue to not work out, we give full, 100% refunds to them so that there's no loss on their end. Many of our competitors don't offer full refunds like we do. Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm selecting that I am satisfied with the response ONLY because they provided a refund. HOWEVER, let it be noted they only provided the refund when they received the complaint from the BBB. I still very much stand by this being a scam. They give a lot of run arounds and non-answers. The address on the "doctors" letterhead can easily be debunked as his address by a simple ****** search. A ****** search yields that the address are lofts, a tire shop, and a vitamin shop. So tell me which one is his legitimate business front? Plus they claim he works out of a PO box at that address but literally don't provide a PO Box. They also fail to address the typo in the letterhead. What they also don't address it that they cancelled me in their system when I asked for further proof of legitimacy and then dropped off the face of the earth and refused to answer any of my emails. Finally, they claim not many sites offer a full refund like they do, well they need to keep up to date with their competitors because literally every single ESA website does. In the end, I needed something quick for an apartment search, however after this experience I learned to be patient and wait for my therapist to sign off on it like I should have in the first place. To their "I'm not sure why the client isn't satisfied will a full refund". Again, it took filing a BBB complaint to get it. However, more importantly, I'm not satisfied because they are running a scam and I want others to know it too. I will be leaving a complaint on their business page to help prevent others from falling to their scam. I would highly suggest BBB investigate the legitimacy of this business. I have also reported them to the federal trade commission.

*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. ↩