Pawp: most-reported complaints
Automated analysis of 484 public Trustpilot reviews published 2021-03-31 to 2026-09-15. TrustScore 4.8 from 1,707 total reviews — see the Trustpilot page. Quick answer: is Pawp legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report warranty disputes, citing 80 instances where claims were denied, a trend that is falling. Support issues are also frequent, with 61 reports of unhelpful assistance and 39 reports of unreachable customer service, both showing a flat trend. Additionally, 47 reviewers reported refused refunds, a category that is currently rising.
How to reach Pawp
These are the contact details Pawp publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected], address 447 Broadway, New York, 10013, US.
The company claimed its Trustpilot profile on 2021-08-02, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-15. Trustpilot ranks it 5 of 7 in Veterinarian. We last checked this profile on 2026-09-24 and found 9 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.8 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 10.2d) · 2026-08-20 (100%, 9.9d) · 2026-08-24 (100%, 10.2d) · 2026-08-27 (100%, 9.9d) · 2026-08-30 (100%, 9.9d) · 2026-09-03 (100%, 5.7d) · 2026-09-08 (100%, 5.7d) · 2026-09-12 (100%, 5.7d) · 2026-09-15 (100%, 5.7d) · 2026-09-18 (100%, 5.6d) · 2026-09-21 (100%, 5.6d) · 2026-09-24 (100%, 5.6d).
Severity: 60% of this company’s 231 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2022, 100% of 10 one-to-three-star reviews were 1★; in October 2023, 95% of 19.
Counted from May 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.8 days between the experience and publishing their negative review (167 reviews record both dates).
What their policy promises
support availability: 24/7
“we're here to help 24/7.”
support availability: within minutes
“Text or video chat with a vet within minutes.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 240 negative reviews that received a public reply, the median wait was 2.4 days — the company profile reports an average of 6 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 240 company replies to negative reviews analysed, 28% engaged with the specific problem and 37% were generic templates.
68% of its 258 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: warranty disputes makes up 35% of this company’s complaints vs a 16% median across 22 ranked companies in its sector.
Review velocity: 830 of this company’s 1,707 Trustpilot reviews (49%) were written in the last 12 months.
What are the most common complaints about Pawp?
Warranty disputes
80 reports · 35% of complaintsfalling“Pawp can just deny your claim arbitrarily and say "oh we didn't get ALL the medical records."”
The company replied on 2024-12-21: “Hi there, Thank you for taking the time to reach out. Please contact us at [email protected] for further assistance. Sincerely, Your Pawp Team”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“My dog had an Emegency and Pawp refused to pay.”
The company replied on 2023-10-12: “Hi PR, Thank you for taking the time to reach out and leave a review. We're sorry to hear about your negative experience with Pawp. It sounds like there may be some confusion about how the Emergency…”
Our classifier read this reply as a deflection.
7 readers marked this review helpful on Trustpilot.
“we were denied because the documents weren't submitted with 14 days of the visit.”
The company replied on 2025-01-07: “Hi Robert, Thank you for taking the time to leave a review. We're sorry to hear you've had a negative experience with Pawp. All Emergency Protection Applications are reviewed according to our policy,…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
Support unhelpful
61 reports · 26% of complaintssteady“Pawp can just deny your claim arbitrarily and say "oh we didn't get ALL the medical records."”
The company replied on 2024-12-21: “Hi there, Thank you for taking the time to reach out. Please contact us at [email protected] for further assistance. Sincerely, Your Pawp Team”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“I submitted and re-submitted to Pawp for a misdiagnosis from the first vet to the diagnosis and treatment of the second vet and they wouldn’t cover EITHER visit!!!!!”
The company replied on 2023-08-21: “Hi Melissa, Thank you for taking the time to leave a review. All Emergency Fund Applications go through a review process before payment under the Emergency Fund can be authorized. We're sorry to hear…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“completely back track and lie about how much they would cover.”
The company replied on 2024-08-28: “Firstly, we hope your pet is OK! We understand how scary these situations can be. We take feedback like this very seriously and we're sorry to hear you're not happy with your resolution. Please reach…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
Refund refused
47 reports · 20% of complaintsrising since 2025-01“no refund or cancellation option”
The company replied on 2023-10-23: “Hi Jordan, Thank you for taking the time to leave a review! We're sorry to hear about your negative experience with Pawp. Please reach out to [email protected] if you have further questions or…”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“charge their auto renewal which they say is non refundable”
The company replied on 2024-12-02: “Hi there, We're sorry to hear this! We appreciate your feedback and we take it seriously. Please email us at [email protected] so we can discuss any specific questions or concerns you may have, and…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“unable to provide a refund for membership fees under any circumstances”
The company replied on 2024-12-21: “Hi there, Thank you for taking the time to reach out. Please contact us at [email protected] for further assistance. Sincerely, Your Pawp Team”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
Support unreachable
39 reports · 17% of complaintssteady“You’re 3,321st in line. About 27 hours remaining”
The company replied on 2024-12-21: “Hi there, Thank you for taking the time to reach out. Please contact us at [email protected] for further assistance. Sincerely, Your Pawp Team”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“There’s 0 customer service. I don’t mean that as in they aren’t friendly or kind it’s that you literally cannot get a hold of anyone”
The company replied on 2024-08-16: “We hope your pet is doing well! We understand how stressful these situations can be and truly value your feedback. We're sorry to hear that you're not satisfied with the resolution. Please email us…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“you can call customer service but you can speak to NO ONE about your claim - EVER!”
The company replied on 2022-08-10: “Hi Denise, Thank you for taking the time to leave a review. I'm sorry to hear that we didn't meet your expectations in this situation. In this particular case, the emergency fund does exclude…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
Subscription trap
28 reports · 12% of complaintsfalling“no refund or cancellation option”
The company replied on 2023-10-23: “Hi Jordan, Thank you for taking the time to leave a review! We're sorry to hear about your negative experience with Pawp. Please reach out to [email protected] if you have further questions or…”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“charge their auto renewal which they say is non refundable”
The company replied on 2024-12-02: “Hi there, We're sorry to hear this! We appreciate your feedback and we take it seriously. Please email us at [email protected] so we can discuss any specific questions or concerns you may have, and…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“unable to provide a refund for membership fees under any circumstances”
The company replied on 2024-12-21: “Hi there, Thank you for taking the time to reach out. Please contact us at [email protected] for further assistance. Sincerely, Your Pawp Team”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
Misleading pricing
16 reports · 7% of complaintsrising since 2025-01“they refuse to refund my money.”
The company replied on 2023-12-05: “Hi Rachel, Thank you for taking the time to leave a review! We're sorry to hear about your negative experience with Pawp. If you have further questions or concerns, don't hesitate to reach out to…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“Tried to get a refund but someone named Benjamin said per their terms they cannot refund me.”
The company replied on 2023-11-01: “Hi Richard, Thank you for taking the time to leave a review. We're sorry to hear about your negative experience with Pawp. If you have further questions or concerns, don't hesitate to reach out to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They don't cover as much as you think when it's time to requesting for reimbursement.”
The company replied on 2022-05-26: “Hi there, Thank you for taking the time to leave a review. We're sorry to hear you feel that way about the Pawp emergency fund, but our Rules & Regulations are straightforward and clear. We cover…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-15.