Howard's Pizza

I contacted the customer via phone to discuss the Emotional Support Animal registration and vest she purchased for her cat.  I explained the ADA does not have any jurisdiction over emotional support animals.  Emotional support animals are allowed in pet restricted housing and are allowed to travel on an airline for free.   All other access is by courtesy and not law for emotional support animals. Only dogs and miniature horses can be service animals.  I asked the customer what resolution she was looking for and she hung up on me.   I called her and left a voice message for her to call me so we can resolve this problem and I have not heard back from her.   The customer was registered correctly.  The customer believes her cat is a service animal but this is not allowed by federal law.  If the customer wants to return products in original condition we will refund her money.

Thank you for allowing us the opportunity to provide clarification.  We have been in contact with this customer for the last couple of weeks.  The customer registered her cat as an Emotional Support Animal in accordance with the HUD Federal Fair Housing Act on January 23, 2015.  The...

registration was mailed to her on January 28, 2015.   The vest and safety kit was ordered separately on January 29, 2015 and was shipped to the customer on January 30, 2015.  We received a communications from this customer regarding her orders a couple of weeks ago.  Attached is copy of the original invoices that indicates she registered her cat as an Emotional Support Animal and not a Service Animal. The customer is confusing the ADA laws and the Fair Housing Act Laws.   Under the ADA, only dogs and miniature horses can be service animals.  The ADA does not have any jurisdiction over emotional support animals.   The Fair Housing Act is the federal law that covers emotional support animals which can be a cat, rabbit, dog, etc. We have explained this to the customer several times via email and over the phone.  The customer is quoting the ADA laws (ada.gov) when she should be quoting the Fair Housing Act (hud.gov).   The ADA and HUD (Fair Housing Act) are two separate federal agencies.   The customer states ADA service animals are not cats - that is correct as that is why we registered her cat as an Emotional Support Animal.  The customer ordered a vest, registration, and safety kit for her cat.  Attached are copies of the email correspondence regarding our attempt to explain the laws.  We do not refund custom products (registration ID cards) and the vest cannot be returned because we only allow exchanges / refunds within the first 90 days after purchase if the product has not used and still has the original tags attached.   Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There in NOTHING on there web site that says ADA don't see cats as ESA NOTHING that's what I told them when I emailed them as well and there not wanting to hear that! Like I told them the state I want to move back to I cant use anything I bought from them to take my cat that HELPS me with my illness in stores restaurants ETC like I can in Virginia for the moment until this gets out about the ADA. I am very angry I spent all that money and cant use anything I bought from this company.
Regards,
[redacted]