“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!”
“What a pity you can't leave a negative rating for this company. Do they actually have any staff operating the phone lines. Not obviously. I am rehoming a pet. The current owner and I have both spent a huge amount of time trying to ring to get through as there is no option online to do this. In fact I held on for so long that my phone battery ran out. I will switch the pet to petlog. I am not dealing with this shambolic outfit. Reading other reviews it sounds as though they are taking membership money under false pretenses. Clearly they are not providing the services they advertise.”
“We are a Cat Rescue and have now had to suspend all adoptions because we, and our vet, cannot register microchips or transfer keepership. We have a vet code and when allocated several years ago we were issued with a user guide and support which was brilliant. Now you change your system without even notifying anyone let alone issuing a new user guide or providing support via the phone (cannot get through) or email (not answered).
This is not one bit customer focussed and now means that there are vulnerable cats out there that cannot be brought into Rescue as we have no space until we can adopt out. We have cats who are registered (have the email confirmation and certificate) which when accessing the database it says not registered so cannot transfer keepership. Also a couple of kittens microchipped which our vet cannot register to us. We need help desperately, please.”
“Trying for 12 days to register our new puppy to no avail. Keeps saying info is wrong. Sent an email this has been ignored. When i got through on the phone they just hung up. This has been a stressful time. If i could i would give them no stars.”
“I have been unable to create a breeder login and now have 5 pups who have left with their families who are unable to update the micro chip for their puppy. I have emailed identibase twice, been ignored, twice. I tried calling continually for 2 mornings. Their phone line is often 'busy' in which case it hangs up the call. Or on two occasions I have made it to the automated reception and placed on hold then after 60 minutes the phone hangs up!”
“The deployment of their new website has been deplorable and is really doing their brand no favours. It is poorly designed, nowhere near as intuitive as their old site and suffers poorly in comparison to their competition.
While there may be some good people in their customer services department trying to keep up with all the complaints, they have been poorly let down by their IT team who should have rolled the whole thing back until they had something that works properly. At this point I am considering reverting back to paper chip registration requests as it is less frustrating (although more time consuming) than attempting to navigate their new portal.”
“I've tried to call to change address of chipped pet that has been rehoused. We have certificate and realise we need to pay £15.95 but there has been no response to emails. I have tried to call no less than 42 times over a period of two weeks and have still not spoken to anyone. Goodness knows what would happen if I'd lost a pet! Shocking!”
“What customer service! It is non existent. Hanging on the phone for hours at a time - no response to e mails - new website format which is totally confusing. Get a grip Identibase!”
“There is a basic free registration if you scroll right down to the bottom of the registration page, there is a tiny check box to tick you don't have to pay to upgrade, only problem is when you click next, nothing happens and you have to start over. This is a con, the company is a con. Best should not use them and use a different company altogether. We should all report them to the national fraud service, action fraud. I have.”
