Although there is a bit of a wait time, they were so nice and informative. Waiting on my review to be completed for my two emotional support animals. My girls help me with my mental disability to wh... See more
Company replied
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Review summary
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Reviews shaping this summary
Eric from Customer Experience was incredibly helpful. I wasn’t receiving any PetScreening emails because they were being blocked on my iPhone and sent straight to trash—along with emails from a few ot... See more
Company replied
I completed the profile unaware there is another form specifically for a service/emotional support animal. Ashley emailed specific instructions (in a very fast/timely manner...KUDOS!) with screenshot... See more
Company replied
Ashley at PetScreening was absolutely fantastic! She went above and beyond to help me with my account and made the whole process simple and stress-free. Her positive attitude and friendly approach rea... See more
Company replied
Company details
Written by the company
PetScreening is dedicated to making the world more pet inclusive by enabling the use of technology to encourage and enable responsible pet ownership.
Contact info
United States
- support@petscreening.com
- petscreening.com
3.5
Average
1K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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Excellent Customer Support
Kelsey and Audrey helped me with an accidental "double add" of my support animal on the site when my roommate and I didn't communicate properly. They were both very prompt and kind, I was very impressed!
March 6, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Sami was very quick to answer a…
Sami was very quick to answer a question I had about my profile.
March 3, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Horrible experience
Horrible experience! It took forever and I supplied all documents and more to them as they requested in an on time manner.
March 1, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your feedback. We apologize that we were unable to meet your expectations. We aim for the highest level of customer service. PetScreening follows the HUD guidelines in reviewing requests for assistance animals in housing and reasonably requests supplemental information to complete the review of all assistance animal profiles. I see you have created a ticket with our Customer Support team. PetScreening respects the privacy of our clients and customers and would like to continue to address your concerns in a secure channel within the ticket you created. Please see the ticket for updated communication. We have team members available for assistance M-F 7AM - 6PM EST and you can also request to speak to a manager.
Eric and Hayley were very helpful and…
Eric and Hayley were very helpful and answered my questions clearly and thoroughly and was very reassuring about my concerns and addressed them well. Thank you for your help Eric and Hayley.
February 28, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Sent unsolicited messages insisting on unnecessary profile creation
On February 25 2025, PetScreening sent me an unsolicited email insisting that I needed to make a profile on their page and that if I do not, I am in non-compliance with my lease and my lease is at risk of delayed move-in or canceled application. I was sufficiently concerned that I started creating a profile, but fortunately my actual apartment's agents told me that PetScreening was entirely incorrect before I paid them anything.
Today on February 26, PetScreening then sent me another email falsely insisting that my application could not be accepted (it was in fact accepted 3 weeks ago) until the profile was completed.
Edit: After this chain of events, I messaged PetScreeing and requested that they delete my account, which they have done (PetScreening's response below is referring to that.) The validity of the rest of my review is unchanged.
February 25, 2025
Unprompted review
Reply from PetScreening, Inc.
Hi Sophie! I see that a customer support team member was able to assist you yesterday, February 27th. Please let us know if you have any further questions!
Stephanie helps me with a profile…
Stephanie helps me with a profile question. Thanks!
February 24, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Stephanie - a great approach !
Stephanie was great to work with, she had a great demeanor and was able to figure out an issue we had been experiencing with our account. She rectified it quickly, which was much appreciated !
February 19, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Sami and Stephanie solved my concern
Sami and Stephanie solved my concern. Very expedient and professional. Thank you!
February 18, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Sami and Jennifer were extremely…
Sami and Jennifer were extremely helpful and professional, loved their help!
February 17, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Great Customer Service
I am a "mature" lady and not always up to par when completing on-line forms. Audrey was very patient with me and helped me get the form completed. I really appreciated the fact that she was kind while helping me and very supportive. People like her are the reason I want to move to this facility.
February 17, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Audrey and Jennifer are great!
Audrey and Jennifer helped me resolve an issue I had. They were great at communicating in a timely order and solving my problem! Highly satisfied!
February 11, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Haley was awesome helped answer iestions
February 11, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
I would like to know how an apartment…
I would like to know how an apartment complex could force something like this on its tenants right in the middle of a lease… sounds shady to me and this pet screening seems bogus as well.. everything that’s being asked on the application has already been covered in my lease.. thinking I should consult an attorney…
February 6, 2025
Unprompted review
Reply from PetScreening, Inc.
PetScreening respects the privacy of our clients and customers and would like to address your concerns in a secure channel. If you are comfortable sending an email to support@petscreening.com and including the words "Google Review" in the subject, we will be happy to assist. Thank you!
I am in the process of getting copious…
I am in the process of getting copious information on my pet to Pet Screening. It is a never ending, time consuming, and oppressively stressful process. They require personal information on my pet such as “ do you have health insurance on your pet?” which is none of their business and immaterial to if my pet qualifies as an ESA. I have a letter from a licensed therapist stating that my dog meets the ESA requirements. They ask questions like “is your dog microchipped? Yes. “location of chip”. What?! On the dog somewhere I assume. She is a rescue, and I was not present when her chip was implanted. They keep sending it back to me for more information, with instructions to “upload”. I do not have access to “uploading” documentation. I have paper copies of her health records. I am a retired 74 year old and technology is not my strong suit. I have already provided my landlord with my dog’s vax records, and the ESA letter from a therapist. It is never enough for Pet Screening. I suggest avoiding this company if at all possible. Why a random 3rd party has the final say on if my dog (who weighs 22 lbs) is acceptable makes no sense. The entire process is a nightmare. I became so stressed I broke out in hives!
February 5, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your feedback. We apologize that we were unable to meet your expectations. We aim for the highest level of customer service. PetScreening follows the HUD guidelines in reviewing requests for assistance animals in housing and reasonably requests supplemental information to complete the review of all assistance animal profiles. I see you have created a ticket with our Customer Support team. PetScreening respects the privacy of our clients and customers and would like to continue to address your concerns in a secure channel within the ticket you created. Please see the ticket for updated communication. We have team members available for assistance M-F 7AM - 6PM EST and you can also request to speak to a manager.
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Nadia and Jennifer were GREAT
Nadia and Jennifer were GREAT. After struggling since January 13 to upload pictures, I sent an email and Nadia responded to me with the help I needed. I was finally able to complete the updates to my petscreening portal. Jennifer also got in touch with me. The customer support is exceptional. Thank you!!
January 13, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
HAYLEY…
Hayley helped me when my apartment complex was less than helpful when it came to doing a no pet profile after my cat died. She was able to give me all the information I needed to know to get everything resolved and I appreciate her time and her help. She was friendly and knowledgeable and seemed to really want to fix my situation for me. She is not the first person on your staff that has helped me with these issues with my apartment complex and I appreciate everyone who has helped me along the way.
January 28, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Pet survey!
Pet survey!,
Eric was super nice. I really appreciate all he did for me.
.
January 24, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
Discrimination Against ESA
This company's sole purpose is to help landlords deny your Emotional Support Animals. They sent me the animal screening forms only 2 days before my move-in date and threatened if this is not completed, I could delay my move-in date or lose my property. This was done on purpose because they know you will be caught up with moving and don't have time to respond, then they have a reason to deny you. Then when I submitted the form, they sent email ask for additional documents. Even though I was super busy with my full time job and moving process, I made time to obtain the required documents and submitted. Then they reviewed it, and asked for more documents, then I submitted, then they reviewed it and asked for more. They won't give you a list of all the required documents but they will do it one by one to drag your process and make you eventually give up. Like ok "we need proof of vaccines", then you book appt, get vaccines, then submitted, then they ask "ok we need proof of wellness exam/disability/whatever" so you may end up making 5 different vet visits just to give them additional documents 5 times. I am still in process of getting approval so there might be more negative things to tell later. If you are renting, ask your landlord/office if they use petscreening and steer clear of this.
January 22, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your feedback. We apologize that we were unable to meet your expectations. We aim for the highest level of customer service. PetScreening follows the HUD guidelines in reviewing requests for assistance animals in housing and reasonably requests supplemental information to complete the review of all assistance animal profiles. I see you have created a ticket with our Customer Support team. PetScreening respects the privacy of our clients and customers and would like to continue to address your concerns in a secure channel within the ticket you created. Please see the ticket for updated communication. We have team members available for assistance M-F 7AM - 6PM EST and you can also request to speak to a manager.
Received email regard non-pet profile…
Received email regard non-pet profile document.
I received a response the very next day. I was advised document in question was revised and all taken care.
Really appreciate the prompt reply.
January 19, 2025
Unprompted review
Reply from PetScreening, Inc.
Thank you for your PAW-sitive feedback! We aim for the highest level of customer service and appreciate that you took time out of your busy day to let us know how awesome our Customer Support Team is! We sure think so, too! Have a PURR-fectly wonderful day!
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