ComplaintsforCertaPet, LLC

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  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. 

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Asked for refund. Explained online form locked up more than once. Ignored so far

  Business response

  07/08/2022

  Hello. We apologize for the delay. A full refund has been issued. Please allow a few days to process. Have a wonderful day

*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. ↩