UnitedSupportAnimals Reviews 8,732

Reply from UnitedSupportAnimals

Jan 21, 2026

Thank you for your honest feedback, and we’re truly sorry for the frustration this caused. We completely understand where you’re coming from — after spending close to $300 for multiple animals, the last thing you want is to feel like you’re being charged again just to move forward with your apartment.

To clarify, your original purchase covers the ESA letters and documentation for each animal. However, some apartment communities require their own custom verification form to be completed and signed in addition to the ESA letter. Those forms are not always standard and often require additional administrative processing and provider review, which is why there can be an added fee when a property requests a separate form.

That said, we absolutely hear you — and we want to make this right and help you get into your apartment without added stress. Please contact our team directly so we can review your order and see what we can do to assist you further:
📞 800-918-3151
🌐 unitedsupportanimals.org

We appreciate you choosing United Support Animals and we’d love the opportunity to resolve this for you.

Reply from UnitedSupportAnimals

Jan 5, 2026

Hi there,

Thank you for taking the time to share your feedback and for being a long-time customer — we truly appreciate your continued trust in us.

While pricing can vary across companies, our fees reflect the level of care, compliance, and professional oversight involved in our process. All evaluations and letters are issued by licensed healthcare professionals and are completed in accordance with current FHA, HUD, and ADA guidance. We are also proud to maintain an A+ rating with the Better Business Bureau, which reflects our commitment to transparency and customer support.

Regarding annual renewals, updated documentation is required because housing providers and airlines typically request current medical verification to confirm an ongoing need. This protects both our clients and the legitimacy of their documentation.

We value your loyalty over the years and appreciate your feedback. If you ever have questions about renewals, pricing, or your benefits, our support team is always happy to help.

Thank you again for being part of our community.

— United Support Animals Team

Reply from UnitedSupportAnimals

Jan 4, 2026

Thank you for your feedback. However, several statements in this review are factually incorrect and require clarification for the record.

From the beginning, you were clearly informed in writing that your dog was classified as a Psychiatric Service Dog in training. As explained at the time of purchase, full PSD identification cards and the physician’s letter are released once the dog reaches the appropriate age and training status, which was later completed. Both the ID cards and doctor’s letter were ultimately issued to you, as agreed.

Regarding the paperwork correction:
The pronoun error was a minor clerical issue, promptly corrected and reissued at no additional cost. This does not invalidate the documentation nor does it constitute “completely wrong paperwork.”

With respect to travel documentation:
Airline acceptance decisions are made solely by the airline, not by United Support Animals. As outlined in our terms, we do not control airline determinations, and a denial by an airline does not mean the documentation was incorrect or illegitimate.

Finally, our refund policy was followed exactly as disclosed at purchase. Partial refunds are not issued for airline determinations that are outside of our control, and this was communicated clearly.

We take our reputation seriously and we do not misrepresent services or “lie” to customers. We stand by the accuracy of our records and the documentation provided in your case.

If you believe there is additional information that has been overlooked, you are welcome to contact support directly so it can be addressed properly rather than misrepresented publicly.

— United Support Animals
Customer Care Team

Reply from UnitedSupportAnimals

Dec 25, 2025

Hello,

Thank you for your review. We’d like to clarify the timeline and delivery of your letter to ensure accurate information is reflected.

Our records show:

Your order was placed on 11/2/2025

Your intake questionnaire was completed on 11/5/2025

Your letter was successfully sent on November 6, 2025

A second copy was re-sent on December 24, 2025 as a courtesy

In many cases, automated emails may be filtered into spam, junk, or promotions folders, so we kindly ask that you check those folders as well.

At this point, the letter has been issued and delivered multiple times. If you are unable to locate it, our support team is happy to resend it again upon request.

We respectfully ask that you update your review to reflect these facts, as stating the letter was never sent is inaccurate and unfair to our team.

Please feel free to contact us directly so we can assist you further and ensure you have everything you need.

Thank you.

— United Support Animals Support Team
Customer Care