HomeAgain Pet Recovery US Omdömen 242

When `phoning to say that I'd received no confirmation of the renewal of my cat's membership, imagine my surprise when, on `updating my pet's profile' I found that instead of a 19 lb, medium hair, black and white tuxedo cat, I actually had a 7 lb, domestic shorthair Maltese dog! This is very un-funny and I have to wonder what the owner of the Maltese dog would say when he/she discovered she had a black and white cat.

After spending more than 30 minutes on the phone with a "supervisor" to correct an error in my account, I was coerced into accepting unseen non-negotiable terms and conditions to correct the error. It was clear the off-shore customer service team had limited if any training and could not identify where HomeAgain, a Merck company, was located. Merck has the resources to train its personnel properly and should treat its customers better.

This company is completely uninterested in getting the pet owners location information correct in order to reunite them with their lost pet. That is the one purpose of this company’s existence. They hold out hoops for you to jump through in order to give your correct name and address then don’t even bother to update your correct information or even spell your name right or enter your correct address after all of that. Look at the ratings for this company and you see an astounding number of their 1 star ratings. I gave them a 1 star rating because there was nothing lower to assign them. They are uninterested in helping you, difficult to work with, and incapable of following through BUT THEY TAKE YOUR MONEY. I ordered a pet Identification tag when I first registered with them and paid my fee for their upgraded service but have never received the pet identification tag and wonder if the product was ever even made or sent out. Much less ever sent out to the updated correctly spelled name and address. BEWARE.

UPDATE: I've been getting spam calls since I gave them my contact info at 3am to report finding Sage. Couldn't tell me if they reached her owner. Couldn't tell me anything useful. But my number got passed along just fine apparently. This is potentially predatory data collection hiding behind lost animals.
Merck Animal Health -- because let's be clear, that's who actually owns Home Again -- has a C- rating with the BBB and is not BBB accredited. A billion dollar pharmaceutical corporation that can't build a functional reunion system but apparently has no problem monetizing the personal information of good samaritans. Disgusting.

Let me tell you about my experience with @HomeAgain microchip registry so you know exactly what you're signing up for when you trust them with your pet's safety.

I found a dog. She's microchipped with Home Again. I scanned her, called them at 3AM - and someone actually answered. I thought, wow, they're really on it. I felt good about it.

Spoiler: that was the last useful thing they did.

Here is what they WERE able to tell me:
✅ Her name is Sage.

Again, it was 3:00 in the morning. I figured I could get additional information the following afternoon, if needed.
Nope. Her name would be all I would get.

I called back at 5PM to check on whether her family had been reached, they cut me off before I could even finish telling them why I was calling.
Didn't want to know which dog. Didn't want to know who I was. Just immediately launched into what they COULDN'T tell me:

❌ Whether they actually reached her owner
❌ Whether the phone number on file even works
❌ Whether the email on file bounced or was just ignored
❌ What area she's even registered in - so for all I know her family is in another state desperately searching.

Their advice, less than 24 HOURS after I first called them? "If nobody has reached out to you, the next step is to call animal control and have them pick up the dog."

I'm sorry - WHAT?
I found someone's dog. I did the right thing. I called YOUR service that people PAY FOR specifically so their lost pet can be reunited with them. And your answer is to dump her at a shelter because you can't be bothered to confirm whether you even made contact?

Home Again, you are absolutely worthless as a reunification service. You are a database that takes money and provides zero accountability or transparency when it actually matters.
You had ONE job.

I will never - not for any of my own animals - register with Home Again. Not after seeing firsthand how little you do when a lost dog's life is on the line.

Do better. Or be honest that you're just a money grab with a false sense of security.

HomeAgain has very complicated membership and payment rules. Further, the customer service staff are not fully trained to handle these differences (lifetime vs premium), expiration dates, and payment methods. What's worse is that the website does not allow the owner to make these changes themselves but forces you to call in and speak to staff who always seem confused and always need to put you on hold to ask for help. My four cat accounts are still not right but I may just give up.
05/01/2026 they eventually did get everything right and sent an apology. They really need to explain the difference between "lifetime" and "premium" so people don't pay unnecessarily.

I want my 2 dogs renewal to be on the same date and it is not, I just renewed for 1 more year, both dogs. When I signed up they were added at the same time and given different renewal dates, very annoying

Unhelpful apathetic rude customer service that is for sales, not help with customer service issues. Unable to add second pet to account and customer service would not help. Website will not add second pet to account, only overwrite first pet. Dark patterns used to attempt to force users to pay for OPTIONAL yearly "premium" membership. That's pretty scammy. Microchip registration is free and does not need to be paid for, DO NOT PAY FOR IT.

Despite me spelling out my name, my pets name, giving my number in a slow even tone.... they still managed to get EACH wrong. which led to a confusion in where my account was, who was my pets owner, who my pet even WAS.... inept people on the phone will be the death of an animal. And, when making a call to speak to a vet, getting a 4 minute long tirade about a law for a state I'm NOWHERE NEAR is not nearly as helpfujl as you think! I get that its a legal thing they gotta say but its not applicable to me, so let me skip it.

I needed poison hotline help for my dog and they gave me excellent advise and what to watch for going forward. They were thorough and very knowledgeable as well as easy to connect to and get prompt help.

UPDATE ON 4/17
After 4 calls to home again, one of them with the vet on the phone with me, the issue seems to be resolved. The vet verified that the information they had on file was correct and the information HomeAgain had was wrong. Why? We don't know, other than a guess that the street address was the same on both accounts. People move and addresses change. My last call was with Maggie who finally fixed everything. Maggie was absolutely amazing and was able to reach out to the right people behind the scenes to get everything resolved.
I am changing my rating from 1 to 4 stars. This still shouldn't have happened in the first place, and there's seemingly no way to undo a bad registration and try again.

-Original Review Below-
Home again registered my new pet to the wrong account. They have refused to fix their mistake, insisting that the owner they mistakenly registered the pet to transfer the pet to me. They never should have registered the pet to the wrong account in the first place.

I have been a Home Again Subscriber for almost 15 years. And I love this service.

Anytime that I'm questioning a medical issue for my pet, I know that I can call them and they will give me advice. This is especially helpful after normal veterinary house, when they've helped me determine whether I need to go to an emergency vet, or can wait to schedule time with my primary care provider.

Multiple times over the years, Home Again has put my mind at ease and saved me money

I lost my cat today and found her today!! The staff was calm and patient with me. Thank You

While I am beyond grateful our girl never got out and got lost from us, I am also grateful knowing she was not only chipped and could be identified if she demid get out and someone found her, but that other members in our area woukd be alerted and could watch out for her.
I just canceled because we had to let her go a couple of days ago. 😞

The system is quite easy to follow and well done. But they won't let me enroll a second pet without paying a fee, which I should not have to do.

I adopted a new dog from a rescue, Atlas. Atlas is very withdrawn and self isolating. I took him for a short walk and was returning home; when he slipped his harness and took off (unfortunately, I'm also recovering from knee issues). I called the AH CS number and they got a notice out on him. Fifteen minutes later I received a call that someone had found him! Thank you HA for your assistance & thank Maria for me for returning Atlas to me.

One of my dogs passed away suddenly January 19th, 2026. Obviously cancelling a pet service is not the first thing you think about when grieving. First I emailed them on March 26 since its still hard to even talk about. I asked if the remaining time could be transferred to my other dog. My subscription is from 9/20/25-9/20/26. I got an email back a few days later saying my account was updated. This very vague message didn't answer my question so I looked online and nothing was transferred. I'm sure this vague reply is intentional because not many people would actually look. I called and spoke with Valencia on 3/30/26 and she said they don't have the ability to transfer but that she would request a prorated refund. I said that was fine. Today 3/31/26 I get an email back saying because it was more than 6 months they do not refund back. I called and spoke with Nicholas and he put me on hold and then said the same thing. They literally will not make things right over a matter of 6 days past their 6 month mark. Why was a partial refund even offered in the first place?! Are they just making rules up as they go? There wasn't anything saying no refunds after a certain period if a pet passes away. This company does not care about pets or pet parents!

I have tried to enroll in the premium membership and the shopping cart has (2) purchases in it. I cannot delete it nor can I modify it! This is the worst shopping cart system ever! I wrote them once already last week and nothing has changed. They have neither fixed my cart or their system. And when I go to payment methods it says "Internal Server Error". I don't see how I can count on your system to help me in any way when the website is such a non-functional mess.
I see trying to submit to customer service again that it just hangs there. So NOTHING goes to customer service! What a ripoff! Glad I found this out now before spending money on this shoddy excuse for a system. This seems like it's run out of someone's garage. In China. SAVE YOUR MONEY!

I called at night I couldn't get a hold of my dogs vet. I called pet poison center that wanted 110 to talk to me. Home again included this in their service. They told me what I need to do. I didn't have to go to the vet. They gave me the case number if I needed more help. My dog is now fine after their help.

Our vet was unavailable so we called your hotline. We received timely, caring, professional advice. It was much appreciated.

Having your pet microchiped does not help out at all .no one has helped me my dog Lucy been missing 3yrs now last year September 17th 2025 I got a call from a veterinary clinic saying she has been found. But returned her to whoever. Has her. I made police report I haven't gotten her back and it's been 6 months now .so plz don't waste money on a microchip it's a waste of money waste of time putting your pet though torture