CertapetReviews of certapet.com

I went to Certapet hoping, like everyone, to have my medical condition validated and have an ESA letter written so I could adopt a dog. I was initially approved by my therapist and then later told that because I was planning on adopting a "dangerous breed" that they couldn't write the letter unless I had the animal for more than 6 months. They do not require this for any other breeds and claim it is not discrimination. After numerous conversations with supervisors and therapists, I was able to talk them into a compromise where both myself and the former foster parent would have to fill out a behavior form. I agreed to this, though I still find it discrimatory, and proceeded to fill out the form and send it into the foster. Shortly after, I was told they would be charging me MORE money because I would need a second consultation even though I had already been evaluated. This company will give you the run around with insane policys and then try and steal even more money from you. (And this was only step one of the money they required as later they would write me another letter once I had the animal for 6 months). Good for your chihuahua but not for all animals like they claim.

The first time I completed the package it took a considerable amount of time answering questions. It's like visiting a psychologist. I didn't want to do that again, but they sent me an email to renew, so I clicked on it. It simply said click here to renew, and then asked to make my payment. So I did. Then it asked me to complete an entirely new assessment. This is unacceptable, I wouldn't have paid $200 to do so because I don't have the time this year, and I likely won't need the letter. Also, the new letter starts from the day I paid, which is a month before the old letter expired, so I'm only getting 11 months of coverage for $200. These are really poor business practices just trying to maximize profit at the cost of customer satisfaction. If there is another service you can use, I would suggest trying that to see if it's any better. I would not recommend this company to anyone. If you have to use it, beware.

I would put zero stars if I could. The 48 hrs approval is a LIE! I signed up a week for my flight and the therapist kept sending me emails saying she was going to call me to set up a time for an interview. I thought it was strange she would call to set up an interview, why not agree on the time of call through email first. The therapist never even called me until the day I left for my travel. So much for 48 hours. It took her two days for a therapist to be assigned. And when she finally called me back at 1:30 in the morning she began reprimanding me like a child saying I gave the wrong phone number. It wasn't the wrong phone number. It is my number when I am in the states, but she waited over five days to call me when I was already out of the country and feeling SICK from the travel and anxious, panic attacks, nausea traveling where I traveled without my trusty Emotional support dog. My husband got up said by her attitude with me. And she hung up the phone. Do not I repeat DO NOT, go with this service. They treat their paying clients, who live with mental illness like they are not real people worthy of respect the therapist was so unprofessional. Her mailbox was full and when she called me back she didn't even introduce herself. She just said, yeah I gotter call from this number. She didn't know it was me calling because as a professional therapist it is very professional to have a mailbox full so clients cannot leave informative messages. The call was uncomfortable and awkward. She was complaing about not being able to in contact with me while she was in contact with me. It was absurd and emotionally abusive. Do not go with this company unless you want you conditions exacerbated. Also I am editing this now to add more to what is going on. I have still not received my full refund because they claim I was denied by the therapist when I never even spoke to a therapist. They contacted me the 28 and the THREE days later, I still had not had a phone call or my certificate. The 48hrs certification is NOT TRUE, please go to a different ESA company where their service is truthful and not twisted. I found another one and it was a simple experience. CertaPet is certainly crap!

They won't tell you up front that you have to have the animal with you for x amount of months before they'll write a letter for you. They will refund your money less than $35 consultation fee. What a rip off!

I asked customer service BEFORE paying anything if I could use their services even though I don't live in the US. They said yes. Then when I had my consultation, in the first minute, the therapist said she couldn't assess me if I didn't live in the her state. I asked that Certapet not charge me the usual $35 consultation fee, but they said it was up to the therapist. So, I had to pay $35, even though I had checked first if this would be an issue.

Truly this company is just in it to take your money. Yes, they perform a service but that is about the only good thing I can say about them. If you call the customer service line about anything I GUARANTEE that the only "solution" they will offer is you owing them more money. I have two ESA's on one letter and I recently paid around $150 to have my letter renewed, and $100 for a second evaluation. After all this, my second ESA was left off the letter. Probably a harmless mistake made by my doctor and I emailed her asking her to correct. I got a one sentence reply telling me to call customer service. Trying to get this corrected spanned for TWO WEEKS! I would call, get put on hold, and then the line would disconnect. They would never call me back so I would have to call again and re-explain the situation to yet another person. Finally, I got in touch with a supervisor who basically told me there was nothing they could do for me unless I paid another $100 on top of the $250 I had JUST paid. HORRIBLE customer service. They don't care about their customers. They just want your money. You'll get your letter but you better hope you don't need to call customer service.

Price gouging exploitative company with terrible customer service! The price for a custom uploaded certification letter (required in addition to the generic letter generated by certapet by many airlines now) went from $19.99 to $49.99 in one week! No change in the service required, just a massive price hike because they can. This is a plain form with about 5 blanks to be filled in. When I called the company to point out this predatory price gouging, the said they were "sorry I was upset" but unwilling to do anything about it. I pointed out to them that when I started the process (multiple steps) the price was $19.99, but by the time they finally finished the process (later than stated) the price had changed to $49.99. They stand by their price gouging. FIND ANOTHER COMPANY THAT PRACTICES FAIR BUSINESS PRACTICES. STAY AWAY FROM CERTAPET.

I feel like the company I ordered from a year ago is entirely different than this year. Customer service is rude and unhelpful. Clearly operating as the scam I feared with the renewal. Intent seems to be only stealing cash instead of helping patients. Was not able to get a renwal letter but still left with the bill.