“Shame I can't put no stars! A puppy has to by law be chipped prior to sale, its then the owners responsibility, by law to keep he chip details up to date.... Unfortunately the law doesn't say that Chipping companies have to do anything at the behest of the animals owner.
I brought a puppy, unfortunately chipped with these clowns. I changed his name and address. They said they would have to contact the seller to confirm. 3 weeks later they haven't contacted the seller, they haven't changed any of my puppies details and after 4 days they haven't responded to emails and queries.
Typical of this country to put it on us the owners and let the corporations do what they want. I'm sure if anything we're to happen and it went to court and I showed all the evidence of attempts to contact identibase I'd still be met with, "it's your responsibility as the owner"”
“Can't register my dog as they are asking for a vet code. Vet refused to give me it. Called identibase - no answer - held on for ages listening to a recording asking me to buy a prmium service then saying they would call me back. Can't believe they would be reliable if my dog went missing. I will be looking to register elsewhere. Have told the vet they should change to a better service as their customers (me) are paying for this rubbish.”
“Last year I adopted a cat from a person who lives quite far away from me. From that time, I'm trying to register cat's chip under my name. The person who had her before me, gave me full access to her identibase website as she's not very good in computing.
I've tried to call you for quite some time. Without success. During the lockdown it was almost impossible to contact you and I tried. I almost gave up, but I found out that with premium access I can change things over the internet. Not only it didn't work, but I needed to call you (where it's almost impossible) to turn the premium off!
I gave up for some time and after few months, I started again. This time, luckily, I've managed to speak with someone. I told him I want to change my cat's ownership and I want to cancel the premium as it's paid by my debit card. He told me that I need to send him my contact information and he'll do the rest. I've waited for a long time, the previous owner wrote me a message that someone from identibase cantacted her. I thought that everything is going on the right track, but I was wrong.
Not only they didn't cancel the premium, but they told me that the card is not on the system/ I can't cancel my card, it needs to be done by owner.
Basically if my card was stolen and put in your database, there's nothing I can do? Is your company on the same side as identity thieves?
I paid much more in the premium, which I didn't use, that I don't think it's fair to pay you extra for registering my pet under my name. If there was an option to cancel the premium without the need to contact you, that would be my fault, but there isn't. I tried to call you today, but again, the line is closed.
Just to summarize how it looks like from customer perspective. When you click to re-home a pet on the website it says that you should call the information line, whereas the automatic secretary says rehoming pet is not possible to make it by call.”
“I have 6 dogs registered with 4 different databases (there are 13 in the UK!) This crowd seem to have nobody answering the phones - it is impossible to speak to anyone. All you get is a repetitive sales message while on hold, only to be told they are too busy to take your call, ask that you leave your details for a non-existent callback. They then terminate the call. I rang back 5 times and got the same. Imagine if you were distraught having lost your pet.. Sorry but it's just not good enough. I will ensure any future chips will not be registered through this shower. BTW Pettrac answered after 2 rings. After reading many reviews it appears the call centre is pointless, also i did not realise i can move my chips to another company. This i will be doing ASAP.”
“08448241235 - After logging on to find the two cats we had registered had disappeared I came here to read the review and saw how awful they were! Its bank holiday and the no. on the website said they were closed - someone very nicely posted a different no. here (that is now at the start of my review) and it was answered! Their IT is useless but hopefully sorted now - she noted my cat as missing. We've since found her but there is nowhere on the site to update the status. Will be moving the chip details to another company (probably Petlog) when able to, as someone else suggested.”
“Trying for over a week by email and phone to contact about changing address details for cat I have adopted. Zero response and impossible to get thru by phone. Now discovered I can register the chip with any company. So will be doing that as would not trust these people to respond to a lost animal report”
“I wouldn't trust identibase as my dog been missing so long had no notifications unless I phoned them and the dog warden marked my dog as found on 19 oct 2020 and on 24 Oct 2020 my dog chip details was fraudulently changed with out my permission ive contacted identibase by phone and email asking to talk with a manager but they wont let me as they know I'm write as they have failed what they did no1 will get a call 2 say that their animal is found now its costing me thousands 2 take my situation 2 court just 2 get my dog bk home with me”
“Update to my previous review (should really have an edit feature), they're still awful, but they do respond to Facebook messages. After 10 months, all it took was a 10 minute Facebook message and it was all sorted. Unbelievable! I turned the air blue. But at least if my cats get lost, they have the right details now, and they're registered with petlog instead, who are lovely.”
“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.😞😞😞”
