Complaints

This profile includes complaints for CertaPet, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CertaPet, LLC

  2600 S Shore Blvd, Ste 302 League City, TX 77573-2944

  
• 

  CertaPet, LLC

  591 Camino de la Reina #620 San Diego, CA 92108

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:10/13/2024

  Type:Product 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.

  On October 10th, I received an email informing me that I would be charge for my auto-renewal on October 16th. I went to my account the next day and realized there is no way online for me to cancel my auto-renewal and I would have to call. I planned to call on October 14th, two days before the auto-renewal to ask them to cancel the renewal and that I no longer needed an *** letter as I have a different provider. Instead, I was charged on October 13th without my authorization. I have no card linked to my account either. This charge was made on a weekend at 10 PM while the company knows that their offices do not open until 8 AM on Monday. This is ridiculous and feels fraudulent. I understand that the warning emails are sent, but I was not given any time to follow up on the warning, since they lied about the date I would be charged. When the offices open, I will call to demand a refund for this inappropriate behavior.

  Business Response

  Date: 10/14/2024

  Dear customer,

   

  We deeply apologize about this error. We have looked into this and our team has realized that the dates on the email were wrong as you mentioned. Our team has issued the technical error and we have issued a full refund. Please allow a few days to process, you will be receiving an email notification with the details. Please accept our apologies and let us know if you have any further questions.

• Initial Complaint

  Date:06/19/2024

  Type:Product 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 purchased the service last week I was told that within *************************************************** with the *** letter that I need to move to a new apartment. I was contacted via email telling me to call to schedule the appointment. I called the time I was told its been over **************************************************** calls. I reached out to the company addressing a refund they told me I have to wait for the therapist. There policy clearly states you can get a refund if the services are not provided. The agent keeps giving me the run around and will not fix or address the issue or even let me know if or when a refund can be processed

  Business Response

  Date: 06/21/2024

  Dear customer.

  We apologize the delay you experienced with the therapist assigned to you. The refund has been issued, please allow a few days to process and be reflected in your account. Please feel free to reach out to us if you have any questions.

• Initial Complaint

  Date:04/02/2024

  Type:Billing 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.

  Certapet charged me twice for the PSD letter consultation.
  They refused to refund the overcharge.
  
  Then when I set up time with therapist for the consultation Tracy *********, LMFT she no showed.
  She hasn't respond to my email from the time when I confirmed the consultation either.
  
  When I contacted the chat customer service they said that they will get prompt response from her. They didn't for over 55 min.
  
  I requested a change of a person evaluating me From Tracy Lindstorm as the no show and lack of prompt communication showed serious character flaws ( she didn't communicate with me and with them) the customer service refused to assign someone new until Tracy ********* requests a transfer.
  So yes, the unresponsive "professional" needs to request a transfer to a better person for you.
  
  What a joke.

  Business Response

  Date: 04/14/2024

  Dear customer.

   

  Thank you for getting in touch with us. Once we reviewed the complaint, our CX representative took action and was able to get in touch with you and assign you to another therapist. We hope that all is well now and that you are able to get your consultation with no issues. Please get in touch with us if there is anything else we can for you.

• Initial Complaint

  Date:03/22/2024

  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.

  It is illegal in the state of ******** to offer an emotional support animal letter for a fee. I completed the questionnaire and was immediately told I was eligible to receive a letter from one of their local providers, as long as I paid a fee. This is illegal, and in my position (Disability Resource Coordinator in ****************** I review requests for emotional support animals and know that this type of documentation is not permitted by state law. It is also not considered sufficient according to federal law.From their advertising: "Your consultation is protected by CertaPets Money-Back Guarantee. If your application is not approved for any reason by the Licensed Mental Health Professional your fee will be refunded, excluding only a USD40 consultation fee." So, they indicate, people are paying a fee to get a guaranteed *** letter.

  Business Response

  Date: 03/25/2024

  CertaPet is simply a telehealth technology platform therapists use for their private practice that takes care of billing, ***** secure record keeping, referrals, and advertising. Clients interested in adding an *** or PSD to their existing treatment plan, or beginning their mental health journey, are simply matched up with specialized therapists in the states they reside in for a consultation. CertaPet in no way sells letters. The simple quiz you took states you MAY be eligible for an *** or PSD as part of your treatment plan, but that is determined by the therapist after you complete an **************************************** a structured clinical interview that includes ongoing check-ins and care.The statement regarding online websites is found on page 11 of FHEO Notice *******. If you read further past the portion you submitted, it says the following: "By contrast, many legitimate, licensed health care professionals deliver services remotely, including over the internet. One reliable form of documentation is a note from a persons health care professional that confirms a persons disability and/or need for an animal when the provider has personal knowledge of the individual."
  Reference: **************************************************************************

• Initial Complaint

  Date:12/17/2023

  Type:Product 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 Certa Pet to provide a travel letter that is required when using Air Travel with a Service Dog. I reside in ******* ****** , travel regulations with Air Carriers for persons requiring to be assisted by a service dog are not consistent between countries or even provinces at this point in time. Certa Pet requires that you pay up front before any assessment or letter is provided. Through the assessment process the practitioner assigned to assess my requirement for a travel letter knew which province I resided in and knew all of the details about my service dog - such as breed weight, age etc. She also knew that there had been a recent change in the weight restriction of service dogs on a number of airlines. The practitioner ( ***** ******) did not inform me of this and drafted a letter that incorporated information regarding the weight restriction of 22lbs - my dog is an ******************************************************************* that I be given a refund as this letter was of no benefit to me. Certa Pet stated that it was not their problem that the letter was of no use to me and refused to provide a refund. ************ is taking advantage of individuals with disabilities who are already vulnerable - their refusal of a redraft or a refund is appalling.

  Business Response

  Date: 12/20/2023

  Dear customer. We apologize about this situation but unfortunately we can't provide you a refund. We offer a service, not a product, and when services are rendered, we cannot offer refunds.
  A new ruling on emotional support animals has been published by the ****************************** as of June 23, 2023 and will go into effect immediately. Dogs will be the only animals accepted as ESAs, and only dogs that can fit in carriers are allowed in the cabin. The animal carrier must meet the carriers conditions and restrictions for carriage of animal carriers in the cabin (it is the clients responsibility to research each carriers stipulations for sizing of carriers), and the *** must remain in the carrier for the duration of its time in the passenger cabin. This law does not affect ESAs for housing. We do understand your frustration but please consider that it is the client's responsibility to look into the airline company regulations since they have different requirements. Please contact our team if you have any further questions.  

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Customer Answer

  Date: 12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  Certa Pet  billed me prior to providing the service in question even though they were already aware that my Service Dog did not meet the new weight and carrier requirements for air travel. Certa Pet did not advise me of the recent changes in the air travel guidelines and went ahead and produced a letter that made reference to the new air travel guidelines after I had already paid. The letter was of no use to me given the regulation changes, but Cert Pet still refuses to provide a refund. Certa Pet is taking advantage of vulnerable people with disabilities, they very population that they proport to serve.
  
  
  
  
   
  

  Business Response

  Date: 01/10/2024

  Dear customer,
  Therapists are not responsible for checking each airline for the weight and height restrictions as they differ for each airline and for different types of planes of within that airline. Owners are responsible for researching what each airline and aircraft can accommodate, and then checking to see if their animal can move within the carrier as required by the airline. Because dogs are all different shapes and sizes, it is impossible for a therapist to determine this. Again, this is the responsibility of the owner as stated in the Terms of Service and Pop-up provided to the client before they are able to move forward.
  Please also note that a pop-up comes up for **** for *****************, and clients cannot move forward until they click that they understand the following
  Notice: Decision No. 105-AT-C-A-2023
  A new ruling on emotional support animals has been published by the ****************************** as of June 23, 2023 and will go into effect immediately. Dogs will be the only animals accepted as ESAs, and only dogs that can fit in carriers are allowed in the cabin. The animal carrier must meet the carriers conditions and restrictions for carriage of animal carriers in the cabin (please see each carriers stipulations for sizing of carriers), and the *** must remain in the carrier for the duration of its time in the passenger cabin. This law does not affect ESAs for housing.

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
   In my particular case the Therapist ***** ****** did know the breed, weight, size etc. of my dog because she had composed my letter the year previous. In my email with  Ms. ****** regarding this situation Ms. ****** made reference to the fact that I would be flying with a Canadian airline.  She knew the requirements because she made reference to them in the letter that she drafted .... that was the reason for this issue - my dog did not meet the requirements that she quoted in her travel letter and she already knew that. She made reference in her letter to the fact that *** ( my dog ) was an 85 lb German Shepherd and then also made reference to the airline 22lb restriction criteria in the same letter. The letter was probably just a copy and paste job from the previous year.
  
  Regards,
  
  
   
  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out to us. We appreciate your feedback and understand that you may be facing challenges with the recent service you received. We sincerely apologize for any inconvenience caused.
  Upon reviewing your case, we would like to clarify that our service was successfully provided, and the therapist conducted the consultation as scheduled. However, we understand that there may have been some confusion regarding the requirements of the airline company.
  Its important to note that our service is designed to provide support and assistance within the scope of our expertise. Unfortunately, we cannot issue a refund in this particular case, as the service was delivered as intended.
  We always recommend reaching out to the airline company directly to address any concerns or requirements they may have. They will be able to provide you with the specific information and guidance you need for your travel arrangements.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  
   I completely disagree with Certa Pets position on this. I have given them the opportunity to rectify this  and they have refused to do so. I am left with no other option but to go very public with this situation. I will make  the Service Dogs of Canada and  Service ****************** organizations aware of this situation.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/21/2024

  Dear customer, 

  We are really sorry that our answers can't be more helpful. We provide all of the detailed information on our website so our clients can be informed. 

  Please be welcome to contact us if you have any further questions

• Initial Complaint

  Date:12/16/2023

  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.

  On December 1st, I had a phone consultation with a mental health provider through Certapet to obtain an ESA letter for my cat. During the consultation, I was told that I was approved for the ESA letter and it would be emailed to me shortly. I received the letter via email December 4th and provided it to my landlord. My landlord denied the ESA letter because it did not meet their legality requirement’s. I reached out to Certapet customer service and the mental health provider I spoke with during the consultation. I was told I would not be able to receive a refund due to the ESA letter already being issued. However, the ESA letter that was provided was denied and I am not able to use nor get a refund according to Certapet. All I want is to receive a refund and make other people aware that online ESA letter’s may be denied for them as well because of lacking legality requirement’s.

  Business Response

  Date: 12/20/2023

  Dear customer. We deeply apologize about the experience you are having with your landlord. Please note that the therapist assigned to your case is fully aware and has been emailing you with more information. Since services were rendered, and even though this situation hasn't been resolved yet, we are confident we can get acceptance as we have no issue getting denials resolved. We cannot control when housing complexes give us issue, as this is a rare occurrence. We can ensure your letter gets accepted if you continue to communicate with your therapist as you work through the additional steps to get your housing complex to understand their legal responsibility to the federal law, which is the Fair Housing Act, to accept the letter. A refund will not be issued at this time. Please reach out to your therapist with the additional denial documents to move forward with your acceptance.

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  
  
  
  I am not going forward with the ESA letter from the therapist that was assigned to me through Certapet, the letter that was provided to me does not meet the legalities that are needed to have a legitimate ESA letter for my landlord. I would still like a refund because the service that was provided by Certapet was denied and will continued to be denied. I have a lengthy rental history with my landlord and have reviewed the legalities provided by landlord that Certapet does meet the requirement for a legitimate ESA letter. 

  
  Regards,
  ****** *****
  
  
  
   

  
  

  Business Response

  Date: 01/08/2024

  Services were rendered, and even though this situation hasn't been resolved yet, we are confident we can get acceptance as we have no issue getting denials resolved. We cannot control when housing complexes give us issue, as this is a rare occurrence. We can ensure your letter gets accepted if you continue to communicate with your therapist as you work through the additional steps to get your housing complex to understand their legal responsibility to the federal law, which is the Fair Housing Act, to accept the letter. A refund will not be issued at this time. Please reach out to your therapist with the additional denial documents to move forward with your acceptance.

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/13/2022

  Type:Product 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 would like a refund from certapet I paid $140 and their services are very unsatisfying

  Business Response

  Date: 09/14/2022

  Dear customer.

  We apologize about your experience. Please note that a full refund has been issued. You are more than welcome to contact our customer support team for more information.