HomeAgain

So I adopted my dog a year ago, and the shelter offered micro chipping thru home again to help keep him safe. I said sure, why not? Well here we are a year later, and I get a letter at the address I just moved out of saying they want another $22 for services I never used and didn't know about. I think "ok, well if something ever did happen, that'd be nice," so I try calling to pay the fee. 10 minutes went by at 2:30 on a Friday (CST), and still no one has picked up the phone. $#*! this, I'm not paying any money toward a phone-based service where they can't even answer the phones to begin with. Especially when I can't even get thru to update my dog's name (which I changed at the time of adoption), my address, much less make a payment. Don't waste your time or money.

Can't get them by phone or email and it took 3 weeks to get a call back. Worst customer service ever. I really hope I never need their assistance finding my dog.

When I tried to use the online renewal app I got an error message that my name contained illegal characters which is weird because my name just have letters LOL.
But when I called they were very courteous and helpful. So, they just have to resolve their renewal app flaw and they're good.
I also signed up for auto renewal every year and I hope that goes smoothly given some of the concerns I had reading below reviews.

Customer service is ludicrous. After waiting half an hour on hold, I left a message, which they said would be responded to in 48 hours. Guess what--no reply. So I sent an email through the website. A week later--no reply. Finally, after calling again and waiting forever on hold, I talked to a dim bulb who spent more time trying to upsell me on a new tag than she did actually taking my information and renewing my subscription. Had to repeat everything six times.

I'll be cancelling my auto-renewal and registering with a different service; don't have time for this nonsense. If they can't get the easy stuff right, I sure as heck don't trust them if my dog actually gets lost (God forbid).

Call center employee went above and beyond to help me figure out my issues. Very helpful and nice employee that I dealt with.

When you're stressed and trying to report a lost pet ASAP, the HomeAgain site is pretty clunky, especially if you're trying to edit a pet's profile or create an alert on your phone. The first rep I spoke to immediately after my cat ran away was extremely unhelpful and just kept asking me what his microchip number was when the rep should have been able to access that info after she verified I was the account holder. I was in a gas station parking lot and not parked in front of my computer at home. I hung up and called back to speak with someone who was more on the ball. Once I got home and tried to download the poster for my missing cat, there was a technical glitch that meant I was downloading an empty file, or a file with stock images in it for the sample poster featuring a German Shepherd, and I had to call to speak with a rep who fortunately happened to actually be helpful in spite of the many issues she was encountering on her end with the system. Even though I went over the exact wording for the poster with the rep helping me with the technical glitch, the final wording of the poster was not exactly what I had designated, but I didn't want to have to keep calling to tweak things I should have been able to fix through my online account.

They only sent out an alert email three times, and when I called back after several weeks of my cat missing to say I had an updated location for his latest whereabouts, and could they please send out another alert, the rep I spoke with said yes, and that everything was good to go after I gave her the new address. But nothing was sent out, so I would have to call again to ask why no alert was emailed when I was assured it would be.

I think the level of service you get is only as good as the rep you speak with, and that's not acceptable considering most of the reps didn't seem that helpful. But maybe it's a crappy job and it's hard to keep good people providing support.

Losing an animal is an extremely stressful and emotional experience, and the least HomeAgain can do is hold up its end of the bargain for lost pets rather than just being in the business of making microchips and accessories. I don't think the pet location aspect of the package is adequate, and that's a shame because my vet chose a HomeAgain chip, and I'm stuck with their service that is likely to be as inadequate should I lose either of my other two cats.

We got our cat from a local shelter in March and they had a Home Again microchip put in when they took him to the vet. They told us we could call to have ownership transferred. Over several weeks, I have left three detailed phone messages with no response (and, of course, no live person on the other end of the line). Eight days ago, I emailed customer service, received an email response with a case number, but no response. I left a new email message today and received another automated email response with a new case number. When I enter the chip number on their website to go through the process online, it says it can't find our pet. This is, as far as I can tell, a huge rip-off. Next trip to the vet: a new chip with a far more reputable company!

Harassing emails all hours of the night. Don't know if it's just me but very off putting. I think they just use pictures of random pets to keep interest

Went on site after vet inserted chip on our cat to finish the profile, first year being free. They asked for a credit card to renew yearly, (beware) DONT DO IT! The very next day three charges were made to our account two for $21.99 and one for $38.98. On my account profile it show three charges two for $0.00 and one for $16.99 WTF? Tried calling them and it goes right to elevator to hell music for about ten minutes then to give us your info and we'll call back haven't received any return calls. Sent them an email no return emails. Do not pay online wait for bill or better yet find another company there's a reason they have one star rating! Make sure you ask your vet what company they use.

I thought this company was centered around finding lost pets. It appears to be centered around selling products. I wanted to check/update my contact information. I was unable to login in. I used the 'forgot my password' link and never got an email. I decided to use my dog's microchip # (I still have the original paperwork) to see what information came up but there is no way to do that via their site. Their Search box only allows product searches. If you conduct a Google search for 'update pet microchip' HomeAgain doesn't even appear in the results. What the heck? I'll be registering my dogs microchip numbers will a reputable company.

I've been a Home Again customer for 11 years. And, several years ago, I even did a testimonial for their corporate newsletter, praising their 24 hour medical hotline. Over the last year, their service has, in my opinion, gone from 5 stars to zero stars. The don't have anyone answering the phones for significant time periods. I've been on hold for 20 minutes and counting. And it's not the first time this has happened to me. I contacted them directly, 6 months ago, to complain about the deteriorated service and its no better than it was back then. I will not be renewing this service that I have previously lauded.

Disappointment does not cover it. This company had zero problem, transferring ownership of my dog to another person without my authority. I was the primary person on the account. I received a phone call for the authority to exchange transfer of ownership, and when I called back to confirm they told me I had no rights and the account was changed. This company does not care about their animals. And they have zero respect for the owners. But they will take your money.

HomeAgain has to be the worst business I've had to deal with. I'd give it a double zero. They don't respond to emails, phone messages. They don't respond period. If our pet were lost then good luck retrieving him/her; for that reason I'm seeking a different service.

I adopted a rescue. At first, it took days and numerous calls to get the tag switched over to me. Then I attempted to renew. Ha! More calls, more wasted time on hold, I left voice messages, sent emails-no response. I have since sent an email cancelling my account, still not done. I have also removed my credit card info and keep an eye on my transactions, just in case. All in all, contacting Home Again Customer Service is an exercise in futility!

After several months and 20 emails requesting a copy of my account information, Home Again never furnished the requested information. When I emailed that I might cancel the subscriptions for my two dogs - Home Again cancelled them! I would not recommend - highly dissatisfied.

I just adopted a chipped dog (owner died). Unfortunately she registered the pups chip with home again. Called 4 times, left messages, emailed which was responded to with a case number and then NOTHING. I am now faced with trying to get my pup a second chip and maybe get the 1st one removed? What good does the chip do if it will lead to his dead former owner?

Greyhound Adoption League of Texas, Inc. has been inserting Home Again Microchips for 15 years. Here now is my complaint: Emails sent to Home Again are answered via an automated response. The email indicates if you need further assistance to call. That's a laugh! I have been trying to get Microchips transferred to new owners via emails showing Contact of Surrender and new Adoption Contracts showing new pet owners. Those emails are flying in cyberspace. I do not think anyone sees them. Then when I call and ask to speak to a supervisor, I'm asked to explain my concerns then THEY will add the supervisor on to the call. The supervisor explains to me that SHE is frustrated with my concerns. Well, I asked: Do you have a superior I could talk to? Nope. Didn't happen. At this point, it appears to me that Home Again is not interested in helping Adoption Organizations or pet owners. GOD forbid if a pet gets lost and data of new ownership has not been completed.

We actually found a pet in our neighborhood that was sent in email, we had the name and pic but Home Again could not give us the owner contact info w/o the microchip #. No way to search their database w/o it. We had to go door to door on the street to find the owners. They were unconcerned, robotic, and oblivious to how ridiculous that sounds. Don't count on them to help w lost pets!

I called with a simple login issue and a lost pet. They were too rude, stupid, and nasty to provide basic assistance and behave with basic manners. When I became mildly irritated as a result the agent said they would terminate the call if I continued "acting that way." I asked what way that was and they refused to answer. These people need serious psychological help.