---
title: "Is Support Pets Legit?"
canonical: "https://www.supportpet.org/is-support-pets-legit"
description: "Support Pets is a real Miami company, but it faces class actions, a 2024 Pennsylvania AG agreement, 215 BBB complaints, and a 2.9/5 ConsumerAffairs rating. What's proven and what's alleged."
datePublished: "2026-10-06"
dateModified: "2026-11-03"
author: "Support Pet Editorial Team"
publisher: "Support Pet"
license: "Educational use only; not legal or medical advice"
html: "https://www.supportpet.org/is-support-pets-legit"
---
# Is Support Pets Legit?
A fact-checked look at Support Pets (supportpets.com): the lawsuits and regulatory action against it, what its customers complain about, what its products do and do not do under federal law, and whether we would buy from it. Every claim on this page links to its source.
**Key takeaway:** Support Pets (Support Pets, LLC, of Miami, which runs supportpets.com) is a real, registered business, but we would not buy from it. Support Pets has been named in three proposed class actions since 2022, two of them in 2026 alleging that its “Official ESA®” ID cards, certificates, and documentation were sold as if they carried legal rights they do not.[1](#src-1) In 2024 it entered an Assurance of Voluntary Compliance with the Pennsylvania Attorney General under that state’s consumer protection law.[16](#src-16) The Better Business Bureau has logged 215 complaints against it in the last three years,[12](#src-12) and it averages 2.9 out of 5 on ConsumerAffairs and 2.8 out of 5 on Yelp.[19](#src-19) Support Pets’ own website says its “Official ESA®” trademark is used “for branding purposes” and “does not imply any endorsement, approval, or necessity by any government entity.”[4](#src-4) The lawsuit claims are allegations, not court findings.
*Support Pet (supportpet.org, this site) is a separate, unaffiliated educational resource. We sell nothing.*
**Support Pets at a glance (as of November 3, 2026)**
| Question | Short answer |
| --- | --- |
| **Is Support Pets a real company?** | Yes. It is a Florida LLC based in Miami, founded in 2018, and accredited by the Better Business Bureau.[6](#src-6) |
| **Has Support Pets been sued?** | Yes, three times as a proposed class action: *Mota v. Support Pets* (Miami-Dade, 2022, unsolicited marketing calls and texts),[18](#src-18) *Goven v. Support Pets* (S.D.N.Y., May 2026), and *Mclelan v. Support Pets* (S.D. Fla., July 2026).[1](#src-1) No court has found the company liable. |
| **Has a regulator acted?** | Yes. The Pennsylvania Attorney General filed an Assurance of Voluntary Compliance with Support Pets in May 2024 under Pennsylvania’s Unfair Trade Practices and Consumer Protection Law.[16](#src-16) |
| **How many complaints?** | 215 BBB complaints in the last three years, 33 of them in the last 12 months.[12](#src-12) |
| **What are its review ratings?** | It depends on the site: 2.9 out of 5 on ConsumerAffairs (63 reviews) and 2.8 out of 5 on Yelp (21 reviews), versus about 4.5 out of 5 on Trustpilot and 4.43 out of 5 on the BBB.[13](#src-13) |
| **Does it have Google reviews?** | No Google Business Profile for Support Pets could be found as of November 3, 2026, although our editors previously saw one. Independent reviews are on the BBB, Trustpilot, ConsumerAffairs, and Yelp.[12](#src-12) |
| **What do customers complain about?** | Charges higher than expected or for items customers say they did not order, letters rejected by landlords and PetScreening, slow clinician verification, support that is hard to reach, refunds, and early renewal charges.[12](#src-12) |
| **Do its ID cards and certificates give legal rights?** | No. No federal law recognizes ESA ID cards, certificates, or registrations, and Support Pets says its “Official ESA®” mark has no government endorsement.[4](#src-4) |
| **What actually works?** | A letter from a licensed mental-health professional with real knowledge of your condition, given to your landlord as a reasonable-accommodation request.[7](#src-7) |
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [1] [2] [4] [6] [7] [12] [13] [16] [18] [19] [20]_
## Should you buy from Support Pets?
**In our view, no. Support Pets is a real company, but its legal and complaint record, and the fact that its best-known products carry no legal weight, are reasons to get your ESA letter somewhere else.**
This is our editorial opinion, based on the public record cited on this page:
- **Its signature products do not do what the branding implies.** ESA ID cards, certificates, and “Official ESA®” registration give you no rights under federal housing, public-access, or air-travel law. Support Pets itself says the mark is “for branding purposes.”[4](#src-4)
- **It keeps getting sued.** Three proposed class actions have named it since 2022: one over unsolicited marketing calls and texts, and two in 2026 alleging its “official” products are “privately branded documentation and accessories with no legal significance.”[2](#src-2)
- **A state attorney general has already stepped in.** Pennsylvania’s Attorney General filed an Assurance of Voluntary Compliance with Support Pets in 2024 following an investigation of its business practices.[16](#src-16)
- **The complaints describe what happens after you pay.** The BBB has logged 215 complaints in three years, and they cluster around letters that landlords or PetScreening would not accept, support that is hard to reach, refunds, and renewal charges.[12](#src-12) On ConsumerAffairs, where Support Pets averages 2.9 out of 5, six of the eight most recent reviews (Sept. 10 to Oct. 25, 2026) describe charges the customer did not expect.[19](#src-19)
- **If something goes wrong, your options are limited.** Its terms require individual arbitration and waive class actions,[11](#src-11) and it has moved to push the *Goven* plaintiff into arbitration.[15](#src-15)
If you need an ESA letter, the free or low-cost route through your own clinician is usually the strongest option. See [what to do instead](#instead).
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [2] [4] [11] [12] [15] [16] [18] [19]_
## Is Support Pets a real company or a scam?
**Support Pets is a real, registered business, so “scam” in the sense of a fake company does not fit. The real question is whether what it sells does what buyers expect, and that is what the lawsuits, the Pennsylvania Attorney General’s action, and the complaints are about.**
Support Pets, LLC is a Florida limited liability company with a principal office in Miami. Its CEO and founder is Andrew Lermsider, according to the complaint in *Mclelan v. Support Pets*.[1](#src-1) The Better Business Bureau lists the business as founded on December 27, 2018 and BBB-accredited since September 15, 2020. It holds an A+ rating and shows 215 complaints in the last three years.[6](#src-6)
A BBB letter grade mostly reflects whether a company responds to complaints. It does not mean customers are satisfied, and it says nothing about whether an ID card or certificate has legal effect. A company can answer every complaint and still sell a product that, legally, does nothing. To judge Support Pets, look at what each product is supposed to do, what customers say happened after they paid, and what courts and regulators have been asked to look at.
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [1] [6] [12]_
## What do Support Pets reviews and complaints say?
**Support Pets customers most often complain that their documentation was rejected by a landlord or by PetScreening, that clinician verification was slow, that support was hard to reach, and that refunds and renewal charges were hard to resolve. The BBB has logged 215 complaints against Support Pets in the last three years, 33 of them in the last 12 months, and Support Pets averages 2.9 out of 5 on ConsumerAffairs and 2.8 out of 5 on Yelp.**[12](#src-12)
**BBB complaints against Support Pets, LLC, last 3 years, by BBB category (checked November 3, 2026)**
| BBB complaint category | Complaints |
| --- | --- |
| Product issues | 77 |
| Service or repair issues | 71 |
| Delivery issues | 23 |
| Customer service issues | 14 |
| Sales and advertising issues | 12 |
| Order issues | 10 |
| Billing issues | 8 |
| **Total** | **215** (65 marked “Resolved,” 150 marked “Answered”) |
On the BBB, “Answered” means the business responded but the customer did not accept the response or did not reply. BBB notes that the complaints it displays may not represent all complaints filed.[12](#src-12)
### What Support Pets customers say, in their own words
These are excerpts from complaints and reviews posted on the BBB in 2026. They are individual customers’ accounts, not verified findings.
- **Letter rejected by PetScreening (Oct. 16, 2026 review):** “Petscreening rejects all \[REMOVED\] letters from this company regardless of how much documentation you provide them.” Support Pets replied that housing providers set their own review requirements.[13](#src-13)
- **Slow verification (Oct. 12, 2026 review):** a customer described waiting days for the clinician to respond, with “no timeline has been provided” for verification, and a refund request that had not been resolved.[13](#src-13)
- **No one to talk to (Sept. 17, 2026 complaint):** “Theres no live people to talk to,” and the customer says they could not use the documents they bought.[12](#src-12)
- **Unexplained charges (Sept. 16, 2026 review):** “I have 3 different charges on my checking acct and don’t know why!” Support Pets replied that it could not find a matching account.[13](#src-13)
- **Renewal they could not cancel (July 28, 2026 complaint):** after a renewal charge for a vest the customer did not want, “there doesn’t appear to be a way for me to cancel it.”[12](#src-12)
- **Paid, no letter, no refund (Apr. 25, 2026 complaint):** “It is impossible to speak to anyone on the phone and billing.”[12](#src-12)
- **Letter late, costs followed (Mar. 31, 2026 complaint):** after the ESA letter was not provided on time, the customer wrote that they were “now asking that I pay a deposit and will add $25.00 to my rent.”[12](#src-12)
In its BBB responses, Support Pets generally disputes complainants’ accounts, says its documentation is legitimate, and asks customers to contact support directly.[12](#src-12)
### What are Support Pets’ ratings on Yelp, ConsumerAffairs, Trustpilot, and the BBB?
Support Pets’ ratings split sharply by site. It averages 2.9 out of 5 on ConsumerAffairs and 2.8 out of 5 on Yelp, but about 4.5 out of 5 on Trustpilot and 4.43 out of 5 on the BBB.[13](#src-13)
**Support Pets review ratings by platform (checked November 3, 2026)**
| Platform | Rating | Reviews | Notes |
| --- | --- | --- | --- |
| **ConsumerAffairs** | 2.9 / 5 | 63 | In ConsumerAffairs’ 24-month rating calculation, 43% of ratings are 1-star (the most common rating) and 38% are 5-star. ConsumerAffairs says it requires contact information to verify reviewers.[19](#src-19) |
| **Yelp** (Miami) | 2.8 / 5 | 21 | The listing is claimed by the business.[20](#src-20) |
| **Better Business Bureau** | 4.43 / 5 | 1,216 | Separately, 215 complaints in the last three years.[12](#src-12) |
| **Trustpilot** | about 4.5 / 5 | 2,100+ | Review count changes daily.[14](#src-14) |
| **Google** | Not available | Not available | No Google Business Profile found as of November 3, 2026. |
### What do recent ConsumerAffairs reviews of Support Pets say?
Six of the eight most recent ConsumerAffairs reviews of Support Pets, posted between September 10 and October 25, 2026, describe being charged more than expected or for items the customer says they did not order.[19](#src-19) In their words:
- **Oct. 25, 2026:** “I wasn’t expecting my total to be this high! I thought it was 99.00.”[19](#src-19)
- **Oct. 8, 2026:** “I do not want this for $200. I did not agree to buy it and don’t want it.”[19](#src-19)
- **Sept. 24, 2026:** “I thought I was being charged only for the paperwork letter and the to my surprise the charge is 299$.”[19](#src-19)
- **Sept. 22, 2026:** “Why did you charge me an additional fee for something I didn’t order?”[19](#src-19)
- **Sept. 12, 2026:** a customer says they never finished choosing a bundle and still received “an invoice for over $200.”[19](#src-19)
- **Sept. 10, 2026:** “I did not sign up for travel ESA? I was charged for it.”[19](#src-19)
- **Aug. 6, 2026:** a customer says renewal reminders arrived “5 or 6 months beforehand,” that “They don’t accept phone calls anymore,” and that their apartment then charged them for not having an up-to-date ESA letter.[19](#src-19)
- **Apr. 15, 2026:** a customer says the letter “gets rejected for being too broad and general” by their apartment’s third-party screening.[19](#src-19)
### Why are Support Pets’ Trustpilot and BBB ratings so much higher?
Many of Support Pets’ high ratings praise speed (“I received my esa documents within a week of placing the order”)[13](#src-13) and are written when the documents arrive. A review written that day cannot tell you whether a landlord or PetScreening later accepted the letter, what the final charge was, or what happens at renewal. The complaints and low ratings describe that later stage. A high average and a steady stream of serious complaints can both be true, so read the one- and two-star reviews and the BBB complaints before you buy.
### Does Support Pets have Google reviews?
No, not that we can find. Support Pet’s editors previously saw a Google Business Profile for Support Pets. As of November 3, 2026, we can no longer find one, so there are no Google reviews of Support Pets to read. That leaves the BBB, Trustpilot, ConsumerAffairs, and Yelp as the main independent places where customers can post reviews of Support Pets.
### Where to read Support Pets reviews and complaints yourself
- [BBB complaints against Support Pets, LLC](https://www.bbb.org/us/fl/miami/profile/pet-services/support-pets-llc-0633-90565584/complaints)[12](#src-12)
- [ConsumerAffairs reviews of Support Pets](https://www.consumeraffairs.com/pets/support-pets.html)[19](#src-19)
- [Yelp: Support Pets, Miami](https://www.yelp.com/biz/support-pets-miami)[20](#src-20)
- [Trustpilot, filtered to 1- and 2-star reviews](https://www.trustpilot.com/review/supportpets.com?stars=1&stars=2)[14](#src-14)
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [12] [13] [14] [19] [20]_
## Support Pets lawsuits and regulatory actions (2022–2026)
**Support Pets has been named in three proposed class actions since 2022 and entered an Assurance of Voluntary Compliance with the Pennsylvania Attorney General in 2024. The two 2026 lawsuits accuse it of selling ESA and PSD products as “official” when, the plaintiffs allege, they confer no legal rights. No court has found Support Pets liable in any of these matters.**
**Legal and regulatory matters involving Support Pets, LLC (status as of November 3, 2026)**
| Matter | Forum | Filed | What it alleges or covers | Status |
| --- | --- | --- | --- | --- |
| ***Goven v. Support Pets, LLC*** (proposed class action) | U.S. District Court, S.D.N.Y., No. 1:26-cv-04226 (Judge Analisa Torres) | May 20, 2026 | Says Support Pets sells “privately branded documentation and accessories with no legal significance” as if official.[2](#src-2) | Pending. Support Pets moved on July 10, 2026 to compel individual arbitration under its terms of service.[15](#src-15) |
| ***Mclelan v. Support Pets, LLC*** (proposed class action) | U.S. District Court, S.D. Fla., No. 1:26-cv-24775 | July 13, 2026 | Says Support Pets represented that its products “grant owners legal permission to take their pets almost anywhere.”[1](#src-1) | Reported voluntarily dismissed by the plaintiff without prejudice on Sept. 1, 2026.[15](#src-15) That is not a ruling on the merits, and the claims can be refiled. |
| ***Commonwealth of Pennsylvania v. Support Pets LLC*** (Assurance of Voluntary Compliance) | Court of Common Pleas, Dauphin County, Pa., No. 2024-CV-03753 | May 28, 2024 | Filed by the Pennsylvania Attorney General after an investigation of Support Pets’ business practices under the Unfair Trade Practices and Consumer Protection Law.[16](#src-16) | Filed. Under Pennsylvania law, an assurance is not an admission of a violation.[17](#src-17) |
| ***Mota v. Support Pets LLC*** (proposed class action) | Circuit Court, 11th Judicial Circuit (Miami-Dade County), Fla. | March 2022 | Alleges automated marketing calls and texts promoting ESA certifications and pet products were sent without prior express written consent, under the federal Telephone Consumer Protection Act and the Florida Telephone Solicitation Act.[18](#src-18) | Outcome not found in public sources. |
### What the Mclelan complaint alleges
Kristina Mclelan, a California resident, says she bought an ESA ID card and certificate from Support Pets for about $125 so she could keep her dog despite her landlord's pet restrictions.[1](#src-1) Her 21-page complaint opens bluntly: Support Pets “represented to pet owners that Support Pets products grant owners legal permission to take their pets almost anywhere. It lied.” It adds: “Defendant's secret is this—Defendant's products provide no such special permissions.”[1](#src-1)
The complaint quotes Support Pets' website as saying its products make it easier to bring your “pet to stores, restaurants, hotels, ride shares & more.” It also quotes the site promising “approval from a board certified medical doctor in 48 hours in your state,” and says the company told owners its products would save them money “by eliminating costly pet deposits and fees.”[1](#src-1) It brought seven counts, on behalf of a proposed nationwide class of buyers and a California subclass:
- negligent misrepresentation
- fraudulent misrepresentation
- breach of express warranty
- violations of California's Consumers Legal Remedies Act, False Advertising Law, and Unfair Competition Law
- unjust enrichment
It asked for an injunction, restitution, damages including punitive damages, and attorneys' fees.[1](#src-1) The plaintiff is reported to have voluntarily dismissed the case without prejudice on September 1, 2026, with no reason stated on the record.[15](#src-15)
### What the Goven complaint alleges
The New York case was filed by a different plaintiff, Amelia Goven. It targets Support Pets' ESA and PSD bundles, which include vests, ID cards, certificates, and documentation, and alleges the company “does not follow the protocol required for the ESA Letter it sells to be legally valid.” It also alleges the online questionnaire relies on “softball questions” and that the company “does not ask the only information legally required to establish that a dog is a ‘service dog.’” Its proposed class covers everyone in the U.S. who bought ESA or PSD products from the company within the limitations period.[2](#src-2) Support Pets has moved to compel the plaintiff to arbitrate her claims individually.[15](#src-15)
### Has Support Pets faced legal or regulatory action before 2026?
Yes. In May 2024 the Pennsylvania Office of Attorney General filed an Assurance of Voluntary Compliance with Support Pets in the Dauphin County Court of Common Pleas, following an investigation under Pennsylvania’s Unfair Trade Practices and Consumer Protection Law.[16](#src-16) An assurance of voluntary compliance is a negotiated agreement with the Attorney General; Pennsylvania law says it is not an admission of a violation.[17](#src-17) Earlier, in March 2022, a proposed class action in Miami-Dade County, *Mota v. Support Pets*, alleged the company sent automated marketing calls and texts without consent.[18](#src-18)
### Support Pets timeline: lawsuits, regulators, and policy changes
**Key dates for Support Pets, LLC (as of November 3, 2026)**
| Date | Event |
| --- | --- |
| Dec. 27, 2018 | Support Pets, LLC founded in Miami, Florida.[6](#src-6) |
| Sept. 15, 2020 | Support Pets becomes BBB-accredited.[6](#src-6) |
| Mar. 2022 | *Mota v. Support Pets* proposed class action filed in Miami-Dade County over marketing calls and texts.[18](#src-18) |
| May 28, 2024 | Pennsylvania Attorney General files an Assurance of Voluntary Compliance with Support Pets.[16](#src-16) |
| May 20, 2026 | *Goven v. Support Pets* proposed class action filed in federal court in New York.[2](#src-2) |
| June 17, 2026 | Support Pets’ terms of service last updated; they require individual arbitration and waive class actions.[11](#src-11) |
| July 10, 2026 | Support Pets moves to compel arbitration in *Goven*.[15](#src-15) |
| July 13, 2026 | *Mclelan v. Support Pets* proposed class action filed in federal court in Florida.[1](#src-1) |
| Sept. 1, 2026 | *Mclelan* reported voluntarily dismissed without prejudice.[15](#src-15) |
| Nov. 3, 2026 | BBB shows 215 complaints against Support Pets in the last three years; no Google Business Profile found.[12](#src-12) |
**Important:** lawsuit claims are allegations. Support Pets has not been found liable in any case listed here, and we found no public record of a ruling on the merits, a certified class, or a settlement. Support Pets' current terms of service (last updated June 17, 2026) require individual arbitration and include a class-action waiver.[11](#src-11) If you see a site claiming a Support Pets case has “settled,” check the court record first.
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [1] [2] [11] [15] [16] [17] [18]_
## What does Support Pets sell?
**Support Pets sells two kinds of things. The first is clinician-signed documentation: ESA letters for housing and travel, and psychiatric service dog (PSD) paperwork. The second is branded accessories: ID cards, certificates, tags, and vests.**
Its current website lists ESA letters for housing and travel, certificates, a digital ESA ID, a “GeniusPet™” tag, a self-paced PSD training course, and “optional accessories” such as vests and ID cards.[4](#src-4) It markets both lines under the trademarks “Official ESA®” and “Official PSD®.”
Prices are not shown on the homepage. The plaintiff in *Mclelan* says she paid approximately $125 for an ESA identification card and certificate in about 2023.[1](#src-1)
**The distinction that matters:** an ESA *letter* and an ESA *ID card or certificate* are different things. A letter signed by a licensed clinician who actually evaluated you can support a housing request, wherever it came from. A card, certificate, tag, or registration number cannot, whoever sells it.
_Updated Oct 7, 2026 · Sources checked Oct 7, 2026 · cites [1] [4] [5]_
## Do Support Pets' ID cards and certificates give you any legal rights?
**No. Each federal law that covers assistance animals ignores ID cards, certificates, and registries. Support Pets' own website says its “Official ESA®” mark carries no government endorsement.**
| Setting | Federal law | What it says about ESAs | Does a card or certificate help? |
| --- | --- | --- | --- |
| **Housing** | Fair Housing Act (HUD) | A landlord may ask for reliable documentation of a disability-related need. HUD's 2020 guidance said internet-sold “certificates, registrations, and licensing documents” are “not, by itself, sufficient.”[7](#src-7) | No. Only a clinician's letter can help. |
| **Stores, restaurants, hotels** | Americans with Disabilities Act (DOJ) | “Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA.”[8](#src-8) | No. ESAs have no public-access right. |
| **Flights** | Air Carrier Access Act (DOT) | Since January 11, 2021, the DOT rule “allows airlines to recognize emotional support animals as pets, rather than service animals.”[9](#src-9) | No. ESAs fly under pet policies. |
Support Pets now says much the same thing on its own pages. Its homepage states that ESAs “do not have public access rights under the Americans with Disabilities Act (ADA)” and that “businesses such as restaurants, stores, and hotels are not legally required to allow ESAs.” It also says that “service dog vests, ID cards, and other gear are optional accessories and do not grant or establish legal service animal status or public access rights.”[5](#src-5) Another of its pages says that “Most businesses are legally permitted to deny entry of an ESA,” and that “Official ESA®” “is a registered trademark of Support Pets for branding purposes.”[4](#src-4)
A note on the HUD guidance: HUD withdrew its 2020 assistance-animal notice (FHEO-2020-01) on September 17, 2025, as part of a broader withdrawal of guidance documents.[10](#src-10) On [May 22, 2026](https://www.hud.gov/sites/default/files/hudclips/documents/AS-Trainor-Enforcement-Guidance-Assessing-Requests-for-the-use-of-an-animal-as-a-reasonable-accommodation-under-the-fair-housing-act.pdf), HUD went further and said it will only find cause in animal-accommodation complaints involving trained animals. The Fair Housing Act itself, and a tenant's right to request a reasonable accommodation, did not change, and nothing since recognizes ID cards or registries. See [ESA housing rights in 2026](https://www.supportpet.org/esa-housing-rights).
_Updated Oct 7, 2026 · Sources checked Oct 7, 2026 · cites [4] [5] [7] [8] [9] [10]_
## Is Support Pet (supportpet.org) the same as Support Pets?
**No. Support Pet (supportpet.org, singular, no “s”) is an independent educational site about emotional support animals. It has no connection to Support Pets, LLC or supportpets.com.**
The names are one letter apart, and people regularly mix them up. We do not sell ESA letters, ID cards, certificates, registrations, vests, or accounts. If you bought something from Support Pets and are looking for your order or a login, you need supportpets.com, not this site. Our [login help page](https://www.supportpet.org/login) explains where to find documents from the company you actually paid.
_Updated Oct 7, 2026 · Sources checked Oct 7, 2026_
## What to do instead of buying an ESA ID card or certificate
**Skip the accessories and get the one document the law recognizes: a letter from a licensed mental-health professional who knows your condition.**
1. **Ask your own provider first.** If you already see a therapist, psychiatrist, or counselor, ask them. It is often free as part of a regular visit, and it is the strongest form of documentation.
2. **If you have no provider, use a real evaluation.** Choose a telehealth service where a clinician licensed in your state actually evaluates you, not one that guarantees approval or emphasizes IDs and certificates.
3. **Check your state's rules.** Some states, including California, require an established clinician relationship before a letter can be written.
4. **Give the letter to your landlord** as a reasonable-accommodation request. Keep a copy.
Our step-by-step guide covers the free path in detail: [how to make your dog an emotional support dog](https://www.supportpet.org/how-to-make-your-dog-an-emotional-support-dog). Our main guide also lists [general warning signs](https://www.supportpet.org/#scams) to check before paying any ESA seller.
_Updated Oct 7, 2026 · Sources checked Oct 7, 2026_
## Already bought from Support Pets? What it means for you
**Your ID card or certificate gives you no legal rights. If you also got an ESA letter from a licensed clinician, that letter may still support a housing request. It depends on the clinician and the evaluation behind it.**
- **Check what you actually have.** Is it a signed letter with a clinician's name, license number, and state, or only a card, certificate, or registration number?
- **Keep your receipts and order emails.** If a class action is certified or settles, class members are typically identified through purchase records.
- **Check for renewal charges.** Support Pets’ terms say automatic renewals can be cancelled under “Manage Your Subscription” in your account or by calling (855) 700-PETS, before the billing date.[11](#src-11) Put any refund request in writing and keep a copy.
- **If it is not resolved,** you can file a complaint with the [BBB](https://www.bbb.org/us/fl/miami/profile/pet-services/support-pets-llc-0633-90565584/complaints), your state attorney general’s consumer protection office, or the FTC at [ReportFraud.ftc.gov](https://reportfraud.ftc.gov/). Your card issuer may also accept a dispute for a charge you did not authorize.
- **Do not rely on the card in public.** Stores, restaurants, and hotels can refuse an ESA, and airlines can treat one as a pet.
- **Questions about the lawsuits** should go to the court record or a lawyer of your choosing. We are not affiliated with any case and do not refer clients.
_Updated Nov 3, 2026 · Sources checked Nov 3, 2026 · cites [11]_
## Frequently asked questions about Support Pets
### Is Support Pets a scam?
Support Pets is a real, BBB-accredited company in Miami, so it is not a fake business. But its ESA ID cards, certificates, and “Official ESA®” branding carry no legal rights. It has been named in three proposed class actions since 2022, entered a 2024 Assurance of Voluntary Compliance with the Pennsylvania Attorney General, and drew 215 BBB complaints in three years. The lawsuit claims are allegations, not findings.
### Does Support Pets have good reviews?
It depends on where you look. Support Pets averages 2.9 out of 5 on ConsumerAffairs from 63 reviews, where 1-star is the most common rating in the last 24 months, and 2.8 out of 5 on Yelp from 21 reviews. Its averages are higher on Trustpilot (about 4.5 out of 5) and the BBB (4.43 out of 5), but the BBB also logged 215 complaints in three years. Six of the eight most recent ConsumerAffairs reviews describe charges the customer did not expect.
### What are the most common complaints about Support Pets?
On the BBB, Support Pets customers most often complain about ESA letters rejected by landlords or PetScreening, slow clinician verification, support that is hard to reach by phone, refunds that are slow or denied, and automatic renewal charges they did not expect. Of 215 BBB complaints in three years, 77 were product issues and 71 service issues.
### Has Support Pets been sued?
Yes. Support Pets has been named in three proposed class actions: Mota v. Support Pets (Miami-Dade County, 2022, over unsolicited marketing calls and texts), Goven v. Support Pets (S.D.N.Y., filed May 20, 2026), and Mclelan v. Support Pets (S.D. Fla., filed July 13, 2026). The 2026 cases allege its “official” ESA and PSD products carry no legal significance. No court has found Support Pets liable.
### Has a regulator taken action against Support Pets?
Yes. In May 2024 the Pennsylvania Attorney General filed an Assurance of Voluntary Compliance with Support Pets, LLC in the Dauphin County Court of Common Pleas, following an investigation under Pennsylvania’s Unfair Trade Practices and Consumer Protection Law. Under Pennsylvania law, an assurance is not an admission of a violation.
### Does Support Pets have Google reviews?
Not that we can find. Support Pet’s editors previously saw a Google Business Profile for Support Pets, but as of November 3, 2026 we can no longer find one, so there are no Google reviews of Support Pets to read. Independent reviews and complaints are on the BBB, Trustpilot, ConsumerAffairs, and Yelp.
### Is the Official ESA registration real?
“Official ESA®” is a trademark owned by Support Pets, not a government designation. Support Pets' own website says it is used “for branding purposes” and “does not imply any endorsement, approval, or necessity by any government entity.” There is no official federal ESA registry.
### Will my landlord accept a Support Pets letter?
It depends on the letter, not the brand. A landlord can ask for reliable documentation of a disability-related need. A letter from a licensed clinician who actually evaluated you can meet that standard. An ID card, certificate, or registration number cannot. Some Support Pets customers report on the BBB that landlords or PetScreening rejected their letters.
### Can I bring my ESA into stores with a Support Pets ID?
No. Under the ADA, emotional support animals are not service animals, so stores, restaurants, and hotels can refuse them. No ID card changes that, and Support Pets' own homepage says businesses “are not legally required to allow ESAs.”
### Is there a Support Pets lawsuit settlement?
No, not as of November 3, 2026. Goven v. Support Pets (S.D.N.Y.) is pending, and Support Pets has moved to send it to individual arbitration. Mclelan v. Support Pets (S.D. Fla.) was reported voluntarily dismissed without prejudice on September 1, 2026, which is not a ruling on the merits. We found no record of a certified class or settlement in any Support Pets case.
### How do I get a refund from Support Pets?
Contact Support Pets directly and put the request in writing; we cannot process refunds. Its homepage says that if your ESA request is not approved by a licensed clinician, “you will receive a 100% refund, including any evaluation fees,” and that “Once documentation has been issued, no refunds are provided unless required by law.” If it is not resolved, you can file a complaint with the BBB, your state attorney general, or the FTC.
### How do I cancel a Support Pets renewal?
Support Pets’ terms say automatic renewal plans can be cancelled in your Support Pets account under “Manage Your Subscription,” or by calling (855) 700-PETS, and must be cancelled before the billing date to avoid the next charge. Support Pet (supportpet.org) has no access to Support Pets accounts.
### Is Support Pet the same as Support Pets?
No. Support Pet (supportpet.org) is an independent educational site that sells nothing. It is not affiliated with Support Pets, LLC, which runs supportpets.com and sells ESA documentation and accessories.
## Sources
We checked every quotation on this page against the source listed here on October 6, 2026, and re-checked the complaint, review, and case-status sources on November 3, 2026. Court filings are allegations, not findings. Customer complaints and reviews are individual accounts.
1. Complaint, *Mclelan v. Support Pets LLC*, No. 1:26-cv-24775 (S.D. Fla. filed July 13, 2026), Doc. 1, ¶¶ 1, 6, 11, 15, 22–26, 32–33 & Prayer for Relief. [PDF via Courthouse News](https://www.courthousenews.com/wp-content/uploads/2026/07/kristina-mclelan-v-support-pets-complaint-southern-district-florida.pdf). Coverage: Florida Record / Legal Newsline, [“Class action targets invalid support animal documentation”](https://www.legalnewsline.com/florida-record/class-action-targets-invalid-support-animal-documentation/article_5fe67572-a415-426e-b21b-2d80393de6d5.html) (Aug. 6, 2026).
2. ClassAction.org, [“Class Action Lawsuit Says Support Pets' Service Animal Documentation Has 'No Legal Significance'”](https://www.classaction.org/news/class-action-lawsuit-says-support-pets-emotional-support-animal-service-dog-documentation-has-no-legal-significance) (June 16, 2026), covering *Goven v. Support Pets, LLC*, No. 1:26-cv-04226.
3. Florida Record / Legal Newsline (Aug. 6, 2026), noting that “a similar proposed class action” was filed in the U.S. District Court for the Southern District of New York in May 2026. [Article](https://www.legalnewsline.com/florida-record/class-action-targets-invalid-support-animal-documentation/article_5fe67572-a415-426e-b21b-2d80393de6d5.html).
4. Support Pets, [supportpets.com/esa3usa/](https://www.supportpets.com/esa3usa/) (accessed Oct. 6, 2026).
5. Support Pets, [supportpets.com homepage](https://www.supportpets.com/) (accessed Oct. 6, 2026).
6. Better Business Bureau, [Support Pets, LLC business profile](https://www.bbb.org/us/fl/miami/profile/pet-services/support-pets-llc-0633-90565584) (accessed Nov. 3, 2026).
7. U.S. Department of Housing and Urban Development, FHEO Notice FHEO-2020-01, “Assessing a Person's Request to Have an Animal as a Reasonable Accommodation Under the Fair Housing Act” (Jan. 28, 2020), section “Documentation from the Internet.” [Archived PDF](https://www.animallaw.info/sites/default/files/HUD%20FHEO%20Assistance%20Animals%20Notice%202020.pdf).
8. U.S. Department of Justice, [“ADA Requirements: Service Animals”](https://www.ada.gov/resources/service-animals-2010-requirements/).
9. U.S. Department of Transportation, “Traveling by Air With Service Animals,” final rule, 85 Fed. Reg. 79742 (Dec. 10, 2020), effective Jan. 11, 2021. [Federal Register](https://www.federalregister.gov/documents/2020/12/10/2020-26679/traveling-by-air-with-service-animals).
10. HUD, Notice of the Withdrawal of FHEO Guidance Documents (effective Sept. 17, 2025). [Archived PDF](https://www.animallaw.info/sites/default/files/Notice%20of%20the%20Withdrawal%20of%20FHEO%20Guidance%20Documents%202025_0.pdf).
11. Support Pets, [Terms & Conditions](https://www.supportpets.com/terms-conditions/) (last updated June 17, 2026; accessed Oct. 6, 2026).
12. Better Business Bureau, [Support Pets, LLC complaints](https://www.bbb.org/us/fl/miami/profile/pet-services/support-pets-llc-0633-90565584/complaints): 215 complaints in the last 3 years, 33 in the last 12 months, with category breakdown and complaint text (accessed Nov. 3, 2026).
13. Better Business Bureau, [Support Pets, LLC customer reviews](https://www.bbb.org/us/fl/miami/profile/pet-services/support-pets-llc-0633-90565584/customer-reviews): 4.43/5 average from 1,216 reviews, with review text and company responses (accessed Nov. 3, 2026).
14. Trustpilot, [Support Pets (supportpets.com) reviews](https://www.trustpilot.com/review/supportpets.com) (accessed Nov. 3, 2026; review count changes daily).
15. Chaz Stevens, [“The Only Eyewitness Is the Defendant’s Screen Recorder”](https://chazstevens.substack.com/p/the-only-eyewitness-is-the-defendants) (Oct. 10, 2026), commentary reporting the *Goven* motion to compel arbitration and the *Mclelan* voluntary dismissal.
16. Docket listing, *Commonwealth of Pennsylvania v. Support Pets LLC*, Assurance of Voluntary Compliance, Court of Common Pleas of Dauphin County, Pa., No. 2024-CV-03753 (filed May 28, 2024). [Trellis](https://trellis.law/doc/210105519/assurance-voluntary-compliance-complaint).
17. Pennsylvania Unfair Trade Practices and Consumer Protection Law, 73 P.S. § 201-5 (assurances of voluntary compliance). [FindLaw](https://codes.findlaw.com/pa/title-73-ps-trade-and-commerce/pa-st-sect-73-201-5/).
18. *Mota v. Support Pets LLC* (Fla. 11th Jud. Cir., Miami-Dade County, filed March 2022), as described in ServiceDogs.com, [“ESA Letter from Support Pets: A Detailed Review”](https://www.servicedogs.com/reviews/support-pets/).
19. ConsumerAffairs, [Support Pets reviews](https://www.consumeraffairs.com/pets/support-pets.html): 2.9/5 from 63 reviews, 24-month rating distribution, and review text (page updated Oct. 31, 2026; accessed Nov. 3, 2026).
20. Yelp, [Support Pets, Miami](https://www.yelp.com/biz/support-pets-miami): 2.8/5 from 21 reviews; claimed listing (accessed Nov. 3, 2026).
## More from the blog
Shorter articles that go deeper on one question each. [See every post](https://www.supportpet.org/blog).
- [Stop Fake ESA Letters: 5 Steps Landlords and Tenants Can Use](https://www.supportpet.org/blog/fake-esa-letters): Landlords and tenants: follow five legal, step-by-step checks to spot fake ESA letters, confirm clinician licensure, and avoid registry or certificate scams.
- [Security Deposit and ESA: What Landlords Can Charge in 2026](https://www.supportpet.org/blog/security-deposit-esa): Can a landlord charge a pet deposit for your emotional support animal? See what HUD's 2026 change means, what state laws say and how damage is handled.
- [ESA Registration vs. Letter: What Actually Counts](https://www.supportpet.org/blog/esa-registration-vs-letter): ESA registration, certification and an ESA letter are not the same thing. See which one carries legal weight, which is a sales product, and how to protect your housing rights.
- [No Pets Policy for Renters: ESA Rights Survive HUD’s 2026 Shift](https://www.supportpet.org/blog/no-pets-policy-esa): Learn when the Fair Housing Act can override an ESA no pets rule, how to request an accommodation, and how to avoid scams after HUD’s 2026 shift.
- [Evidence First: Emotional Support Animal Benefits and How to Get a Valid ESA](https://www.supportpet.org/blog/emotional-support-animal-benefits): Evidence first look at emotional support animal benefits: what reviews and a pilot study found, who gains most, and how to secure a legitimate ESA letter.
- [Who Can Go Where in the U.S.: ESA vs Service Dog and 2 Staff Questions](https://www.supportpet.org/blog/esa-vs-service-dog): U.S. guide to ESA vs service dog rights: who can enter public spaces, housing and airline rules, valid documentation, and how to spot scams.