Marcello B.
My experience with Support Pets was terrible!!
My experience with Support Pets was extremely disappointing. Don’t use this company, there are much better options out there!!! I contacted them because I discovered that the ESA letter they provided was not valid for the purpose I needed. Instead of resolving the issue, they kept me waiting for about a week while repeatedly telling me they were reviewing my case. After the delay, they simply informed me that they would not issue a refund because my purchase had been made more than six months earlier. Their response focused entirely on their refund policy rather than the fact that I had received documentation that I believe was not legally sufficient for my needs. Good customer service means standing behind your product and working toward a fair resolution when a customer raises a legitimate concern. I did not receive that. Instead, I was left with an unusable document and no meaningful assistance. Based on my experience, I cannot recommend Support Pets. If you are relying on an ESA letter for an important housing or travel matter, I would encourage you to carefully verify that their documentation will meet your specific legal requirements before purchasing.
Response from Support PetsJul 23, 2026
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. After reviewing your account, we'd like to clarify a few points. The documentation issued through our service was not determined to be invalid. Rather, your housing provider requested additional verification through its own third-party screening process. Our team promptly began assisting with those additional requirements, remained in communication with you throughout the process, provided updates, and continued working toward a resolution as your case progressed. We understand that the timing of the verification process was frustrating, particularly given your housing needs. Unfortunately, because your refund request was submitted more than one year after your original purchase, it fell outside our published 6-month refund policy and could not be approved. While we regret that we were unable to provide the outcome you were hoping for, we respectfully disagree that meaningful assistance was not provided. Our team remained responsive, investigated your concerns, and continued working with you throughout the verification process. We appreciate the opportunity to address your concerns and wish you the very best moving forward.