Aqua Design and Management

Hello,Below in red is the email message we sent Mr [redacted] before he filed this complaint with you:Hello Jay,You purchased the ESA Professional Certification Kit on 7/ The kit you purchased is non-refundableThe Professional Certification Kit does not qualify your animal to be a ESA We have a link on our home page that states, "Do I qualify to register my animal as an emotional support animal" that leads to to an FAQ to educate people about the laws and qualifications of having emotional support animal To qualify for an ESA you must have a letter valid within a year from a licensed mental health professional stating the emotional need of the animal That is the legal document that you need to travel with your ESA Our video on our home page clearly states that our products that we offer are to make people that have legal ESA's life more hassle free when they are out in public If you did not bring a letter from a licensed mental health professional on your flight, the airline did have a right to refuse you, if you did bring it and they still refused you they were in the wrong and you would need to bring that up with the airline.I assure you that our company is well respectable and legit That is why we have tools on our page to educate people on what ESA's are before they register and purchase products with our company.Please give us a call at ###-###-#### if you have further questions.Mr [redacted] decided to reply back with very abusive language and did state that he would be filing a complaintWe stand firm behind our decision to not refund Mr [redacted] as the products he ordered were stated to be custom and non-refundableOur company is the most respected and leading Emotional Support Animal website in the nation because we educate our clients on what the legal qualifications you need to have an emotional support animalIn fact, we are far from an organization just trying to take money because we have rejected many thousands of dollars from these type people that we find out are just trying to "fly free" or the likeWe have also been in communication with the Department of Justice and are doing our part to become the authority and change the laws in the near future to help us all identify service dogs and emotional support animals and at the same time make sure our service members and the disabled or have emotional issues are well taken care of.We assure that we are doing the best we can with the current laws and we are helping so many people with true needs so the few that are able to "beat the system" pales in comparison to everybody we help.If Mr [redacted] took the time to give us a call at the office, read the literature on our website and watched the video that clearly states that our products are available to our customers that have legal service dogs and emotional support animals to make their lives easier when they are out in public We do not represent our products as legal requirements We expect our clients to already meet the legal requirements before registering and/or purchasing our products.We are happy to answer any further questions you have Please reach back via email or you can call the office at ###-###-#### Thank you.Sincerely,Esa Registrationwww.esaregistration.org

According to the Code of Federal Regulations 14CFRsection E states that only a letter from a licensed mental health professional that is valid within a year is required in order to fly with your ESAThe letter must be printed from the licensed mental health professionals letterhead along with the mental health professionals license number, date as the letter needs to be valid within a year, why the animal is needed for travel, and has been assessed by a licensed mental health professional and has had a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental DisordersThat letter must be on a professional letterhead, have the date, a signature, and state why the handler needs an ESA and how the ESA assists him/her with their emotional needOnce the handler has this letter, legally the airlines are not allowed to charge them a pet feeIf you look on the website of many airlines, they even ask for you to upload this letter prior to your flightOur letters meet all of the legal requirements and they have never been deniedWe told this client to contact the Airline directly and ask to speak to a manager for they are breaking a federal law by denying herShe received the product that she paid for which is why no refund can be issuedThis client called our office and harassed our customer service team although we were only trying to help her protect her ESAWe explained to her that she was wrongfully denied and needs to report the airline and she flipped out at our team Our mental health professionals conducted a session with her and they deserve to be paid for that sessionSince that session and letter has already been created by our hardworking licensed mental health professionals, there is no way to refund this client, for she has already received the services she paid forOur product meets all of the legal requirements and have never been deniedWe tried to help this client to the best of our abilities but she was ruthlessOur company exists because of the ignorance and uneducation on Emotional Support Animals and Service Animal rightsOur goal as a company has been to combat this ignorance, much like the ignorance of the airline our client has attempted to fly withWe gave her the tools to report that Airline, for they are breaking a federal law but she did not want to hear itIt is stated on our website that there are no refunds on the evaluation, for it is a session with a licensed mental health professional and that fee is for that sessionThis is stated very clearly on the product description before the client made her purchaseSo not only did she successfully order her product and read the product description, she scheduled her own appointment and followed through with the evaluationShe was even approved during the evaluation and supplied with a letter that meets all of the legal requirements which is the product she paid forWe told her that she needs to call the airline for they are the ones who she should be filing a complain with, not our organization that is trying desperately to help clients like her

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11694233, and find that this resolution is satisfactory to me. I do understand the laws for ESA and I understand why the refund can not happen due to me having the letter already. However, there is in fact a spelling error where it says "the the" twice and it states my Siberian Husky is 7 lbs and even now, she's 10lbs and I just don't think a apartment is going to be happy with it saying 7lbs and I have a 40 lb dog in a few months. I never expected to just be accepted just because I paid the 140$, but I expected the evaluation to be more thorough instead of questions I read, verbatim, on an online test. As long as my apartment accepts the letter, I will be satisfied but the letter just didn't look as professional and accurate as I thought it would. Either way, thanks for the response and I hope next month the apartment accepts my pup as a ESA. Regards, B [redacted]

On our website, we have it clearly and prompted stating before you submit your order that refunds are not allowed for that product for the protection of our doctor's licenses to practice. The reason we do not offer refunds on that product because it is up to our licensed mental health
professionals to approve individuals, if you simply pay $140, that does not guarantee a letterThis is clearly stated on our website and is a policy to protect our doctor's licensesWe have reviewed your letter and do not see and spelling errors or mistakesIf you find something, we invite you to contact our doctors directly and I am sure they would be happy to fix them for you. You will not be receiving a refund on this product because you have received the evaluation in which you paid forThe doctors have already completed the evaluation, wrote your letter, and sent you the product you paid forSince your received the item you paid for, there is no way a refund can happen. We are sorry that you think you were "scammed" but please reflect on this situationFor our company would be a scam if we automatically approved every single customerWe have doctors who take the time to evaluate each person on the phone for 20-minutes and they do NOT have to approve anyone just because they paid $Our company does not approve anyone or everyone who simply paid a feeThe $is for the doctors evaluation services and time in which you did participate in and receivedWe promise that if you go to a company that automatically gives a letter to every customer they get, that company is most likely the fraudulent one, not oursWe strive to help all of our customers, like yourself, to receive the document that will grant their animal ESA rights, which you did receiveOur doctors write letters that meet all of the legal requirements and they have never been denied. If you have any questions as to the laws of ESA's and or our services, we invite you to contact our office during business hoursWe would be happy to through this policy with you. We apologize for the stress you are feeling but want to ensure you that letter is in fact real and protects your animal under ESA laws Thank you

This client harassed our customer service rep and called her a "red dot indian"This client also said that "she can tell that english is not her first language and that due to that out company is not legalShe said that only good companies have employees who are had english as their first
Language." Transcripts from the chat conversation were recorded and document as proof of this harassmentThis clients order was dropped off at the post officeIt takes 24-hours for the post office to update tracking information when it is first dropped offWe told the client this and she called our rep a "*** ***" We blocked this client due to the aggressive manor and for the hate speechNot only did we fully refund her order, but we also called the post office and had them mark her package as a return to sender so this client did not receive the orderThis client was blocked from our website, as our company supports all culturesWe value those who speak other languages and will not tolerate a client who verbally harass our team based off of the language they speak

Hello,Below in red is the email message we sent Mr. [redacted] before he filed this complaint with you:Hello Jay,You purchased the ESA Professional Certification Kit on 7/16.  The kit you purchased is non-refundable. The Professional Certification Kit does not qualify your animal to be a ESA. ...

We have a link on our home page that states, "Do I qualify to register my animal as an emotional support animal" that leads to to an FAQ to educate people about the laws and qualifications of having emotional support animal.  To qualify for an ESA you must have a letter valid within a year from a licensed mental health professional stating the emotional need of the animal.  That is the legal document that you need to travel with your ESA.  Our video on our home page clearly states that our products that we offer are to make people that have legal ESA's life more hassle free when they are out in public.  If you did not bring a letter from a licensed mental health professional on your flight, the airline did have a right to refuse you, if you did bring it and they still refused you they were in the wrong and you would need to bring that up with the airline.I assure you that our company is well respectable and legit.  That is why we have tools on our page to educate people on what ESA's are before they register and purchase products with our company.Please give us a call at ###-###-#### if you have further questions.Mr. [redacted] decided to reply back with very abusive language and did state that he would be filing a complaint. We stand firm behind our decision to not refund Mr. [redacted] as the products he ordered were stated to be custom and non-refundable. Our company is the most respected and leading Emotional Support Animal website in the nation because we educate our clients on what the legal qualifications you need to have an emotional support animal. In fact, we are far from an organization just trying to take money because we have rejected many thousands of dollars from these type people that we find out are just trying to "fly free" or the like. We have also been in communication with the Department of Justice and are doing our part to become the authority and change the laws in the near future to help us all identify service dogs and emotional support animals and at the same time make sure our service members and the disabled or have emotional issues are well taken care of.We assure that we are doing the best we can with the current laws and we are helping so many people with true needs so the few that are able to "beat the system" pales in comparison to everybody we help.If Mr. [redacted] took the time to give us a call at the office, read the literature on our website and watched the video that clearly states that our products are available to our customers that have legal service dogs and emotional support animals to make their lives easier when they are out in public.  We do not represent our products as legal requirements.  We expect our clients to already meet the legal requirements before registering and/or purchasing our products.We are happy to answer any further questions you have.  Please reach back via email or you can call the office at ###-###-####.  Thank you.Sincerely,Esa Registrationwww.esaregistration.org

This client was already given a refund. We told this client this via chat. She is actually banned from our website due to her fowl and racist behavior. Please tell this client to never contact us again and that she should learn how to value those of different cultures.  Thank you and have a great day.

According to the Code of Federal Regulations 14CFR382.117 section E  states that only a letter from a licensed mental health professional that is valid within a year is required in order to fly with your ESA. The letter must be printed from the licensed mental health professionals letterhead...

along with the mental health professionals license number, date as the letter needs to be valid within a year, why the animal is needed for travel, and has been assessed by a licensed mental health professional and has had a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders. That letter must be on a professional letterhead, have the date, a signature, and state why the handler needs an ESA and how the ESA assists him/her with their emotional need. Once the handler has this letter, legally the airlines are not allowed to charge them a pet fee. If you look on the website of many airlines, they even ask for you to upload this letter prior to your flight. Our letters meet all of the legal requirements and they have never been denied. We told this client to contact the Airline directly and ask to speak to a manager for they are breaking a federal law by denying her. She received the product that she paid for which is why no refund can be issued. This client called our office and harassed our customer service team although we were only trying to help her protect her ESA. We explained to her that she was wrongfully denied and needs to report the airline and she flipped out at our team.  Our mental health professionals conducted a session with her and they deserve to be paid for that session. Since that session and letter has already been created by our hardworking licensed mental health professionals, there is no way to refund this client, for she has already received the services she paid for. Our product meets all of the legal requirements and have never been denied. We tried to help this client to the best of our abilities but she was ruthless. Our company exists because of the ignorance and uneducation on Emotional Support Animals and Service Animal rights. Our goal as a company has been to combat this ignorance, much like the ignorance of the airline our client has attempted to fly with. We gave her the tools to report that Airline, for they are breaking a federal law but she did not want to hear it. It is stated on our website that there are no refunds on the evaluation, for it is a session with a licensed mental health professional and that fee is for that session. This is stated very clearly on the product description before the client made her purchase. So not only did she successfully order her product and read the product description,  she scheduled her own appointment and followed through with the evaluation. She was even approved during the evaluation and supplied with a letter that meets all of the legal requirements which is the product she paid for. We told her that she needs to call the airline for they are the ones who she should be filing a complain with, not our organization that is trying desperately to help clients like her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694233, and find that this resolution is satisfactory to me. I do understand the laws for ESA and I understand why the refund can not happen due to me having the letter already. However, there is in fact a spelling error where it says "the the" twice and it states my Siberian Husky is 7 lbs and even now, she's 10lbs and I just don't think a apartment is going to be happy with it saying 7lbs and I have a 40 lb dog in a few months. I never expected to just be accepted just because I paid the 140$, but I expected the evaluation to be more thorough instead of questions I read, verbatim, on an online test. As long as my apartment accepts the letter, I will be satisfied but the letter just didn't look as professional and accurate as I thought it would. Either way, thanks for the response and I hope next month the apartment accepts my pup as a ESA. 
Regards,
B[redacted]

Complaint: 12120918
I am rejecting this response because: The company has turned the events around to make me look like I started cursing at them. I will attach the chat and you will see the customer service agent said fk you and called me a racist bh after I asked if the company was legitimate because of the broken English email and not receiving my package. They did refund me but have taken my service animal out of the registration database.
Regards,
S[redacted]