Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They basically have no standards for their emotional support animal letter. When I let them know that the letter wouldnt be accepted they basically told theres nothing they can do. They give no template for their doctors so you get whatever random crazy looking letter you get from whatever doctor they assigned . You dont get to choose. My letter look like it was made by a college kid with colorful pictures on it. I complained through and they did not fix the issue. Additionally, they charged me 14. 99 for a subscription that I never signed up for. This wasafter voicing my Displeasure. Somehow they signed me up for a sub subscription Very upset and not able to get a hold of ****************

  

  Business Response

  Date: 04/28/2025

  Hi ****,

  I understand that you are unhappy with the format of your *** letter. You are correct that Pettable does not write or enforce templates for any of the *** letters written in our network, as that would illegitimate and noncompliant. Pettable is a telehealth platform with a robust network of highly qualified and credentialed mental health professionals that write *** letters on their own letter heads and under their own medical judgement. We do make sure that *** letters have all of the legal requirements (clinician name, contact information, and active license numbers). The *** letter associated with your account adheres to all of these requirements and looks to be professionally written and presented. Could you please share what was specifically noncompliant/unprofessional? 

   Pettable also offers a monthly subscription that offers users access to our 24/7 veterinary helpline as well as access to free annual *** renewals. During your checkout process, you opted into this subscription. It looks like you were charged your first monthly fee of $14.99 on April 17th after which you reached out to our support team to cancel. From my records, I can see that our support team successfully cancelled your membership, and I can confirm that you will not be charged for any future payments. 

  Please let our support team know if we can assist any further.

   

   

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam. It says 100% money back guarantee, but they refuse to refund me when the letter did not work. When starting the process, it says that the *** letter is $150. Upon checkout, they try to discreetly sign you up for a $15 monthly membership in addition to the $150. I was able to catch this and remove it, but the price then goes up to $190. My letter did not work because the complex I am moving to is using a third-party verification service. The third-party requests additional verification and sent a request to Pettable. Pettable refuses to verify the *** letter that I already paid $190 for, unless I pay them an additional $50. This information is not mentioned anywhere when signing up. I requested a refund because the letter did not work and I am not paying them another $50 for it to work. The $190 should have covered it all. They are refusing to refund me, and want me to jump through a million hoops and file a report against the landlord before they would even consider a refund.

  

  Business Response

  Date: 01/08/2025

  Hi Alexandria,

  I understand that your landlord requested additional documentation to be submitted alongside your *** letter. Some housing agency have a preference to have their own specific forms used, however, the ******************************* that it is unlawful for any housing agency to REQUIRE their own specific forms to be used. Pettable acts as a referral site, connecting individuals to licensed mental health professional for *** consultations. The clinicians that we network with do accommodate additional documentation requests at an extra fee of $50. Since additional documentation requests are not standard or even legally required, we do not include that verification within the standard package since the majority of users do not need this service. 

  I took a look at your account, and we refunded $119 of your original $149 purchase on December 28th. Our refund policy does include a $30 admin for cancelation or refund requests outside of our policy. 

  We appreciate your feedback regarding our subscription. Our intention is not to 'trick' users into subscribing. We offer a $14.99/month subscription to users who would like access to our exclusive Veterinary Helpline and free annual *** letter renewals. 

  If you need any further assistance, please reach out to our support team at ************************************************************

   

  Best, 

  Pettable Team 

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Their website shows 100% refund policy if the letter does not work, which mine didnt. They gave me a partial refund, but I believe I should get the entire refund when their policies are hidden to deceive customers. They should not advertise 100% money back guarantee if they are going to make you jump through a ton of legal hoops to get your money back. If the letter doesnt work, they simply should offer the refund. There should not be any hidden or additional fees such as verification. All the verification requires is for the provider to click yes that they issued that letter. That should not be an extra cost when the original letter already costs $190. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **********

   

   

• Initial Complaint

  Date:12/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an *** letter and then I immediately canceled my subscription as I only needed a one time letter and do not require any further assistance. Even after canceling my account, I was charged an additional monthly subscription charge of $14.99. I contacted the business and was told they were unable to issue refunds.

  

  Business Response

  Date: 12/16/2024

  Hello,

  I understand that you are looking for a refund for your $14.99 Bundle Subscription. During our checkout process, all users have the option to add this additional service to their *** package. You added this service, which is why you were charged. Our support team is able to cancel subscriptions anytime, however, we are unable to refund payments from previous months. If you would like to cancel your subscription, please email our support team at ************************************************************

   

  Best, 

  The Pettable Team 

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased services on 12/9. Had appointment 12/10. Discovered I could not use services and wanted to transfer to wife, who had a prior *** letter. Employee on phone on 12/11 said she could but said it would be easier to refund partially and have wife start new account. Didnt want to do her job, Charged me 30 dollars cancel fee plus 15 dollar subscription fee for not using anything. Told me to resign up and eat the 45 dollars instead of transferring to wifes account, basically just got 45 dollars taken from me for no reason. Cannot recommend enough to stay away from this scammy company. I want my full refund and the amount of 45 returned to me. If company wanted to retain client and act in good faith, they would have just transferred to my wifes name and we would have continued services.Employee on phone ******** had not a care in the world and just wanted me off the phone and to retain the 45 dollars for cancel when I didnt want to cancel I wanted to just have my wife as client.

  

  Business Response

  Date: 12/13/2024

  Hi ******,

  I understand that you wanted to transfer your appointment/account to your wife. Legally, we cannot transfer accounts to different names since each account is attached to the original user's intake flow and contracts. 

  If your wife would like to go through our quiz and answer the questionnaire with her information, an account and appointment will automatically be created specifically for her. We do have a $30 admin fee built into our refund policy for cancellation requests that occur without a minimum of a 24 hour notice. I understand that you situation is a bit different, and we'd be happy to refund your admin fee in this instance.

  If your wife needs assistance scheduling a consultation through out website, our support team is happy to help!

   

  Best,

  The Pettable Team

  Customer Answer

  Date: 12/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:11/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter initiated a request through ************************** for an *** letter for her cat. We paid $149 on November 7th. She completed all the required questionnaires and forms needed to determine if she might qualify for an *** as an initial assessment. After completing four forms, she scheduled an appointment for November 9th between 3:00 and 3:15 pm Arizona time. She received a confirmation for this appointment in her email saying that her session has been scheduled. No additional information was noted to be needed in this email with the confirmation. The email confirming her appointment did not indicate any further forms needed. She had already completed a long assessment and four forms before scheduling an appointment. Pettable failed to notify us in a way that would be clear and evident that they needed more information. Pettable had her phone number, they could have texted or called, emails go to junk folders and are not reliable. Nor was she under the impression she had to do any further steps based on the email confirming her appointment saying it is all set in stone and confirmed. When her confirmed appointment came, my daughter did not receive a call. At about 3:04 pm, still within the appointment time, she saw a message by the therapist that forms had to be filled out. She immediately filled them out and messaged the therapist within 2 minutes that they are filled out and for the therapist to call her. This was still within the allotted time frame for her appointment. She got no response. The therapist could not be reached in any way other than messaging through the app. The conversation with the therapist was already archived and there was no option to book another session. The therapist ***lied many hours later at which time my daughter requested a refund saying she will have support process a refund. **************** *** emailed us saying they would only refund a partial amount of $119. Initially they processed this refund, and then they cancelled it.

  Customer Answer

  Date: 11/23/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 11/27/2024

  Hi *********,

  The customer information you provided is attached to a purchase on Oct 23rd, not the Nov 7th date you're referencing. To best help you, we will need the customer information that this complaint is about. Our customer service team is available 7 days a week at ********************************** and can assist with any refund requests for rescheduling requests.

   

  Best, 

  The Pettable Team 

  Customer Answer

  Date: 12/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

  Keypoints to my complaint, explaining in simple terms so it is understood.

  The details I provided are regarding November call, not October. Not sure what you are reading.

  Pettable withheld $30 unlawfully. First of all, YOUR therapist did not call and did not respond to messages for hours.

  Then when I realized that I am getting nothing, I asked for my money back AFTER the call was already missed by your therapist.

  Then pettable told me they have to withhold $30 in two scenarios: customer cancels call less than 24 hours before the call or the call happened and the therapist has to be compensated. Neither scenario applies to me. Your customer service rep ******** told me that because I asked for my money back AFTER not getting a call or ANY service, this was considered a cancellation?!? In what world is asking for your money back because you did not get service after the service was supposed to happen a cancellation on my part?  
  

  You need to refund the $30 fraudulently withheld, this is a total fraud and scam!!

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 12/12/2024

  Hi *********,

  The BBB complaint you filed lists the customer name as, ********* *******. Our records show a completed consultation for that customer. If you are reaching out on behalf of your daughter, it would be helpful to have her information listed so that our team can properly investigate the complaint.

  I understand that you are looking to get a full refund for a cancelled appointment on your daughter's account. Our refund policy includes a $30 admin fee for any appointment not cancelled with a minimum of 24 hours notice. You can reach out to our customer support team at ********************************** with your daughter's account information for additional support. 

  Best,

  The Pettable Team

  Customer Answer

  Date: 12/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This complaint is filed on behalf of my daughter who is my dependent and I provide for 100%. 
  You are saying that $30 are a cancellation fee. Well, we didnt cancel. You did. You did not perform the promised scheduled call. Our cancellation fee for our wasted time is $60. Should you pay $60 now back? We waited for a call that did not happen. You are clearly scamming people like that. I read so many cases where calls were missed and you charged people $30 to reschedule when the therapist missed the call. Complete scam and rip off.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:09/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke with a therapist regarding my *** animals and he wrote a letter for my apt lease. Now the company says I need to pay extra for the therapist to verify he spoke with me. When I initially made the appointment and paid for the session there was nothing mentioned about additional charges. This is unfair to people like me needing emotional support animals.

  

  Business Response

  Date: 09/30/2024

  Hello,

  I understand that your landlord asked for additional forms to be filled out in addition to your *** letter. Most landlords do not request these additional forms, and due to this, we do not include that service in our standard consultation package. If additional forms/verifications are being requested, there is an additional fee to compensate the clinician's additional time. We do try to make it clear in our processes that there are additional fees for additional service requests. Our goal is to be transparent, and we will do another review of our website to make sure this information is front and center.

   

  Best,

  The Pettable Team 

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alka

   

   

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used pettable because I have a legitimate disability that would qualify me for an emotional support animal. I thought that I was doing the right thing by going through their company to receive a letter for an **** Their letter was disqualified because of the third and fourth question on the application for the home that I was applying for clearly stated that by HUD housing standards this letter was unacceptable because I did not have a working relationship with them. Their letter did not work, and I have reported to them twice that their letter did not work, and even though they said that they would refund the money if their letter did not work they are still charging me even though Ive notified them twice now. I have provided them with the application form that disqualified their letter. It was stated that because I did not have a working relationship with the therapist that wrote the letter that it would not be accepted by HUD housing qualifications.All I truly had to do was go through my therapist in the first place to get a legitimate letter that actually worked.Receipt #****-2825 AMOUNT PAID $149.00 DATE PAID Aug 6, 2024, 10:42:56 PM SUMMARY *** Housing $149.00 Amount charged $149.00

  

  Business Response

  Date: 09/10/2024

  Hi ***,

  It's unfortunate that your housing rejected your reasonable request for accommodation. Pettable has a money back guarantee, and we refunded your purchase per your request on August 6th. I have attached an image that reflects the full refund from our accounts. It looks like you utilized Klarna, a buy now pay later application. If you have not been refunded a portion of your payment, I would recommend reaching out to them for support.

   

  Best,

  The Pettable Team

• Initial Complaint

  Date:08/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Therapist discredited my experience.

  

  Business Response

  Date: 08/19/2024

  Hi *****,

  Thanks for reaching out. I wasn't able to see any communication history between you and our support team in our records. From this BBB inquiry, it looks like you're looking to get in contact with our team. Our support team operates 7 days a week and would be happy to assist you. Please reach out to us at **********************************.

   

  Best,

  The Pettable Team

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $149 for the service to get an emotional support.Animal letter from a therapist. I had a televisit with the therapist and at the end of the call she said she would upload my letter immediately. After 48 hours Pettable said they do not have my letter. They did however offer expedited service for another 50 dollars. This makes no sense. They have already exceeded the time-line for the standard service. I want a full refund.

  

  Business Response

  Date: 07/12/2024

  Hi ******,

  I would like to apologize for the delay you experienced. I have checked with our customer support team, and it looks like they were able to get you reconnected with your clinician who was able to provide you with your requested documentation. 

  If there is anything else our team can help you with, please let us know!

  Best-

  The Pettable Team 

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up on pettable.com on the evening of 5/9/24. In signing up to recieve an *** letter I completed a questionnaire, gave my personal information including name phone number and email, scheduled a date to meet with a therapist, and completed a payment for services of $169.00 placed on my credit card. This appointment was set for 5/13/24 at 10:15pm. I recieved 3 emails from pettable afterwards welcoming me to their site, one stating that I "am a great candidate for an *** letter"and one stating in the subject "your upcoming *** letter consultation." The link included in all these only took me to the site and to complete purchasing a package from them. Which I had already completed and paid for on 5/9/24. The evening of 5/13 I never received information regarding how to connect to the appointment. I contacted customer service on 5/14/24. The agent who responded stated they have no account for me, I should have recieved an email with instructions, and a screenshot of his computer showing my payment is incomplete on his end. After several emails where this agent insisted the problem is on my side and I made a mistake, I requested to speak to a manager. The manager has responded similarly. I've provided a screenshot to them from my credit card charges showing in fact my card was charged $167.00 posted on 5/10/24. I've requested a refund or for them to follow through with their service to provide an *** letter. Continued emails from them as to why they can't issue a refund because my payment is listed as incomplete. When in fact this charge has been posted to my credit card. Finally I have told them I don't want their service, I just want a refund of $169.00. As of yet I continued to be met with a variety of excuses including the dates don't match of what is posted on my credit card and what they have as the transaction date. I have suggested there is a problem on their end as my card was clearly charged and that they correct it. They ask me for more information that they already have.

  

  Business Response

  Date: 05/17/2024

  Hi ***,

  I understand that you purchased an *** consultation through Pettable on 5/9. I have reviewed your conversation history with our support team, and I can confirm that we do not have any completed transactions associated with your name or email. My suggestion would be for you to reach out to your bank or credit card provider to rectify any pending transactions. From your communications with our support team, it is my understanding that you have already contacted your credit card and have disputed the charges on your end. Our sincerest apologies for any confusions of frustrations that incurred due to this experience. 

  Best,

  The Pettable Team

  Customer Answer

  Date: 05/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************