“I moved house in March 2020. It is now Christmas 2020, and despite many, many attempts to call them and multiple emails, which the promise to reply to soon, I'm still unable to change my sodding address. Not only am I unable to change my address, I'm also unable to get the chip details transferred to another company, and they've only got 1 of the 4 pets registered with them available to view on their website.
I can't transfer the registration to another company until Identibase answer the phone or reads my email, so I'm stuck.”
“Called and called to get address change ............they don't call or assist over the phone really bad customer service.
Really don't think they would be of any assistance if dog was stolen or lost. ......................STILL ADDRESS NOT CHANGED its been 3-4 months”
“This company is an absolute disgrace. I have never been so disgusted in all of my life. The customer service is shocking. I have called this number 6 times and each time had my call cut off. I have 12 GSP puppies to register, some of which have already gone to their new homes and I am unable to transfer ownership. I am absolutely appalled. I am disappointed in my vet for using this outrageous system. I have NEVER had this issue in the many years I have used PETtrac. ABSOLUTELY APPALLED!!!!”
“Despite having had confirmations in the past when I moved house recently I went to update my dogs details and she wasn’t registered on my account, Luckily I know the phone numbers are up to date. I emailed them and as yet have have no response.”
“Absolutely appalling. Left my dog un registered despite being registered and having proof of this. Then when successfully "registered" with them and my conact details on there and having a certificate emailed by them of this...I then called the following year to change my address as I had moved to be told the chip was not registered! Even though I have the confirmation certificate from them. So for a whole year my precious dog would not have been able to be traced back to me if he went missing despite me doing everything correctly and them even confirming this. I let this go and updated over the phone to my new address. Then today I log in online to update details to find he is still registered with old details from previous year. This is appalling and if my dog had gone missing I may never have got him back!! My other two dogs are with petlog and in 8 years I have had no issues with petlog at all.”
“I have been trying to contact identibase for over 2 weeks now I just can't get through to them. I Don't know what they are doing but I call the number im hanging on for 15 to 20min waiting for someone to answer, then the line cuts off. So frustrating .
This has happened every time I call.”
“The most poor customer service I have ever experienced, tried numerous times to contact by phone gave up after 40 minutes each time.
I wished to change my contact details as had a new address.
Sent several email - no response
I feel for people who wish to register a list pet as the support is just not there.
Stay away from Identibase very poor service”
“My cat has been missing for nearly 3 weeks. I've been trying to call Identibase and get stuck in a system before being booted out after 15 minutes.
I finally got through to someone today whose first thought was to try to sell me posters (he's been gone nearly 3 weeks did they really think we'd not done that!) They proceeded to take details the out me on hold and came back asking to reconfirm which I did. They eventually came back and said they'd "have to send it to their office and someone will call me". No explanations, nothing!
I tried the website tonight and there are no details for either of my cats on there. So now I'm thinking even if someone has found him they can't scan him. I'm furious with this company over this”
“Have a rescue dog since June 2020. Having entered pin number I was informed(automated message) the number was registered, who to? I have received nothing. I needed to speak with someone but after waiting on hold for 15 minutes I gave up.
I have since contacted the dog rescue centre who no longer use this company because of the lack of customer service.😞😞😞”
“I agree with all the other posts and was VERY reluctant to post one star-they so not deserve it- they have offered no service and I do not know if my dog is registered or not. I tried to report him missing just to get through but they did not answer. Useless.”
“What went wrong is I couldn't get hold of them i tried twice once for 30 minutes plus then phone went dead the second time 28 minutes then gave up. I Just needed to speak to them!!! My problem is with them - what if my dog went missing and they were unreachable every minute wasted would be precious!!! There is no excuse even with COVID customers need to speak to someone!!! They are my money for life long cover and the service they provide is well under par!!!”
“BIG ONGOING ISSUES WITH IDENTIBASE SERVICE (SEP/OCT/NOV 2020)
My cat (Charlie) was registered with Identibase (formerly Anibase) by my vet in March 2016.
I upgraded to to Identibase Plus membership in June 2017 and received an Identibase Certificate confirming all of my cat's database details (all details correctly held by Identibase at this time).
Received occasional Identibase update emails. The most recent Identibase update was received in June 2019 - again could see that all details of my cat were held correctly. So all good in 2019.
Since then Identibase appears to have gone completely downhill.
My cat went missing on 28th Sep 2020 which meant I needed to contact Identibase. Issues:
1. On trying to look up my cat's details on Identibase - found all his details have completely disappeared from the Identibase database (note - they were all there and correct in June 2019 when last update received from Identibase)
2. On ringing Identibase to inform them that (1) my cat was lost and (2) the problem with his missing data - could NOT get through. As of today I have now rung them over 15 times with several of these calls being sat in queue without being answered for over 30 minutes (calls timing out at about 32 minutes).
3. On emailing Identibase 3 times to inform them of the above problems - received ZERO response.
Fortunately my cat was found and back home within 3 days. However I now know that, should my cat go missing again, the Identibase database/system does NOT currently work and his microchip is basically useless.
(Would like to transfer his microchip details to another pet database company but, as Identibase not answering emails or calls, unable to do this).
Very very angry and annoyed with Identibase.”
“BIG ONGOING ISSUES WITH IDENTIBASE SERVICE (SEP/OCT/NOV 2020)
My cat (Charlie) was registered with Identibase (formerly Anibase) by my vet in March 2016.
I upgraded to to Identibase Plus membership in June 2017 and received an Identibase Certificate confirming all of my cats's database details (all details correctly held by Identibase at this time).
Received occasional Identibase update emails. The most recent Identibase update was received in June 2019 - again could see that all details of my cat were held correctly. So all good in 2019.
Since then Identibase appears to have gone completely downhill.
My cat went missing on 28th Sep 2020 which meant I needed to contact Identibase. Issues:
1. On trying to look up my cat's details on Identibase - found all his details have completely disappeared from the Identibase database (note - they were all there and correct in June 2019 when last update received from Identibase)
2. On ringing Identibase to inform them that (1) my cat was lost and (2) the problem with his missing data - could NOT get through. As of today I have now rung them over 15 times with several of these calls being sat in queue without being answered for over 30 minutes (calls timing out at about 32 minutes).
3. On emailing Identibase 3 times to inform them of the above problems - received ZERO response.
Fortunately my cat was found and back home within 3 days. However I now know that, should my cat go missing again, the Identibase database/system does NOT currently work and his microchip is basically useless.
(Would like to transfer his microchip details to another pet database company but, as Identibase not answering emails or calls, unable to do this).
Very very angry and annoyed with Identibase.”
“I submitted a Change of Keepership form on 2nd September, 2020. To date I have received no correspondence. I have tried to phone and e-mailed. A disgrace. C. Harvey.”
“As a rescue we have dogs which need transfering, unfortunately even with the vet code your IT doesn't work and we have been unable to log the dogs to our account. Hours have been spent on hold on the telephone, nobody answers the calls. To date six emails have been sent to support with no support received. We are going round in circles and getting nowhere, if the dogs god forbid go missing there is no way of reuniting them. I might suggest you alter your message telling people to take a found dog to their rescue for scanning and reuniting when we can't access the information we need. Not impressed at all. Very shoddy IT!!!!!!!”
“Over two weeks now since this company "upgraded" the website, and we still have no log-in to our rescue account. We cannot register chips nor transfer rehomed dogs and cats to new owners, nor reunite lost pets with identibase chips with their owners. We can of course ring a premium rate phone line especially set up for rescues and charities- at £4+ per call. Totally disgusting. They should be ashamed of themselves.”
“I run a local cat rescue group and at my wits end with Identibase! I cannot change keepership of cats to new owners due to their "new improved" website which doesn't work. Last week i spent a total of 9 hours trying to get through on the phone. When i did finally get through i was cut off after waiting 40 minutes. After sending several e mails to them, i eventually got a response saying they very much doubted i had waited 40 minutes! Does anyone know if there is a governing body i can complain to? Just before i have a nervous breakdown!”
