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Business Profile

Pet Services

MuttKnee Brace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2023

    Type:Product Issues
    Status:
    Resolved
    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 ordered a double knee brace for my shiba inu with a torn ACL at the advisement of my vet from Tamara at MuttKneeBrace hoping to help her pain and mobility. I spoke to Tamara for the order she explained that we could have a virtual meeting for the fitting and assured me that if the first braces sent did not fit they would be replaced. My credit card was charged $378.00 on 10-13-23. The braces were finally sent in November after I began contacting her via email and phone to question on their arrival and and ended up being too small when I fitted my dog during the video meeting on Saturday Nov. 11 with Tamara. She told me then new braces would be sent by Tuesday. I am still waiting to get the braces and all calls and emails from me, and the vet who recommended the braces to me, have been unanswered.

    Business Response

    Date: 12/26/2023

    Ms. Hall's original braces were ordered in October and then sent to her via UPS on at the beginning of Nov. Our company has a 14 business day turn around time if the client does not choose the option of a RUSH order. Ms. Hall did not choose this option. The first set did not fit correctly and she was sent a new set on 12/5/23 and it was delivered on her front door step on 12/6/23.  I have attached pictures of the redo braces that were sent after our video conversation, that Ms. Hall clarified, on 11/17/23. 

    The last communication we have in our email from Ms. Hall is on 11.27.23 regarding when she would have the redo braces. There has been no other communication since that time frame. Clearly the package was delivered and the letter from BBB is dated 12/15/23, so I am not sure if the client did not get the package. We double checked the address that was on the label and verified that it is the same address that is on your letter that you sent us.

     

    Customer Answer

    Date: 12/30/2023

    Better Business Bureau:



    I have reviewed the response made by the business, and find that this resolution is satisfactory to me.




    Regards,



    Sara Hall

  • Initial Complaint

    Date:09/05/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    In the month of July my pet was attacked by another dog, working in the animal care business at an animal hospital I proceeded after the incident to bring him to the clinic and get him examined by my veterinarian. Upon the exam he found bruising and slight limping which he believed that after a few days of rest with the proper mediation he should be ok. About a week after the incident I brought him back because the limping had not gone away. My veterinarian then preformed another exam and let me know that my pet had a luxating patella now which could have been a injury sustained from the recent attack. He then suggest a custom knee brace to help correct my dogs issues or to get the surgery. He did let me know that with the meds and the brace he should recover well but the brace takes about 3-4 weeks to arrive and that i should put him on bed rest until I receive the brace. I order the brace the very next day and received confirmation of my order on the 15th of July. Today is the second of September and I have no received any updates from the company. I have contacted them several times through email and via phone these past three weeks with no response from them at all. A veterinary technician and the animal hospital administrator also attempted to reach out seeking and update and have yet to received any word of even a tracking number for the knee brace. I'm reaching out to you all because it completely unfair and unprofessional of this company to not only take my payment for the product but to also avoid any and all forms contact in regards to this situation.

    Business Response

    Date: 10/05/2022

    This issue has been resolved. She got her money back. She received 2 braces with a value of $349 each and did NOT return them to us. So she got braces and got her money back after blasting us on social media and to the BBB. 
    Daryllanne F*****

MuttKnee Brace is NOT a BBB Accredited Business.

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