UnitedSupportAnimals

Thank you for your review. After reviewing your order (#101159333), we would like to clarify that you did not purchase an Emotional Support Animal (ESA) letter. You purchased a Service Animal Registration Package (Basic Registration). These are two completely different services. Airline travel regulations apply specifically to trained service dogs, not ESAs. As such, your concern about ESA travel does not apply to the product you purchased. At no point was an ESA travel benefit part of this order. Additionally, we clearly outline on our website the differences between ESAs and service animals, including what each qualifies for under current regulations. We encourage customers to review the product they are purchasing, and we are always available to answer questions prior to checkout. If you need assistance with the correct documentation for your specific needs, please contact our team directly and we will be happy to help.

Thank you for your feedback. We understand your frustration, however it’s important to clarify that our service involves more than just a physical item. A licensed therapist completes an evaluation and documentation is issued, and in addition, your package is processed and shipped. Because the service has already been fully completed and delivered, we are unable to offer refunds once this process has taken place. This policy is in place to ensure fairness, as the work and resources have already been provided. We appreciate your understanding.

Thank you for your feedback. We’re sorry to hear about your experience and take concerns like this seriously. After reviewing your account, we want to clarify that your request has not been completed because the required PetScreening process was not finalized within the processing window. In order for us to proceed, PetScreening must be properly submitted and completed on the customer’s end. At this time, a resubmission is required for us to move forward. Regarding your call experience, what you described does not reflect our standards. We are reviewing this internally to ensure all interactions remain professional and respectful. We’re here to help resolve this as quickly as possible. Please contact us directly at 800-918-3151 ext. 1, and our team will assist you with completing your PetScreening so we can proceed with your request. Thank you. United SUpport Animals

Thank you for bringing this to our attention, and I sincerely apologize for the frustration you’ve experienced. This is definitely not the level of service we aim to provide. We take situations like this very seriously and would like to resolve this for you as quickly as possible. Please reach out to us directly at [email protected] or reply here with your full name and order number, and we will prioritize your case immediately. If you’re open to it, you can also provide a phone number and best time to call, and a member of our team will contact you directly to get this sorted out right away. We appreciate your patience and the opportunity to make this right.

Thank you so much for your kind words—we truly appreciate you taking the time to share your experience. We’re very happy to hear that we were able to help when others couldn’t, and it means a lot to us that your granddaughter is happy. That’s exactly why we do what we do. If there’s anything else we can assist you with, please don’t hesitate to reach out. And if your rating was submitted in error, we’d certainly appreciate you updating it—but either way, we’re grateful for your support. Thank you again, — United Support Animals