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Business Profile

Service Dogs

Express Pet Certify

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Service Dogs.

Complaints

This profile includes complaints for Express Pet Certify's headquarters and its corporate-owned locations. To view all corporate locations, see

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Express Pet Certify has 3 locations, listed below.

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 10 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am writing to formally dispute a charge made to my account in connection with an Emotional Support ************ letter I requested but never received. The transaction occurred on 05/08/2025 and was in the amount of $ ******. I went to this ************************** to request for an *** Letter. On their website it is clearly stated Same-Day Approval and *** Letter, "Same-Day Delivery" as well as Pre-Qualify Free Take a Five Minute Survey and yet my card information was requested at the end of the survey and charged. It was not until after that charge I am notified that I will have to wait 30-days to receive the *** letter which was not disclosed on the website. I did not receive the *** letter on the same approval. I have made multiple attempts to resolve this issue, but have yet to receive a satisfactory response or the letter itself. There is no address disclosed to send a letter requesting for a refund, only an online contact us form and a phone number. Below is their response to my refund request:You have been approved for an *** Letter. The mandatory 30-day wait period for your *** in ********** began when you completed your evaluation. This is the law that California has on the books for *** dogs, and all therapists, counselors, and psychiatrists must comply with it. Your *** letters will be available in your account 30 days after your evaluation.Kind Regards,Customer Support

    • Initial Complaint

      Date:05/08/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am disputing a charge of $159.00 made to **************************. The reasoning for this dispute is due to fraudulent behavior made by **************************. I engaged with them at the best of a landlords agent to go through the process to meet with a licensed therapist who could formally approve and provide an *** letter for my cat. Upon filling out a preliminary survey, the website advised I was eligible for the *** letter and needed to pay $159.00 to proceed with meeting a professional. Once I had processed the payment, they provided another survey which I filled out which then stated I wasnt in fact eligible and I would need to reach out to their customer service team for a refund. They dodged my messages for a while and when they did reply they stated If you revisit the terms and conditions of sale you agreed to prior to making your purchase, we guarantee 100% of your purchase will be refunded only if you failed to qualify for an *** Letter, or the therapist rejects your application. They sent this from a no-reply email address and have since not answered any correspondence. As per their guidance above, I am eligible for a refund as I failed to qualify for an *** letter however they are not providing me an avenue to seek a refund.

    • Initial Complaint

      Date:03/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 reached out for an *** letter for my cats. I never received anything for weeks and then reached out to hear that I didn't qualify and ask if I want a refund. I replied to this email not knowing they would not receive asking for a refund on 1/22. I then reached out again through the system 2/2 and received a reply requesting the merchandise returned which I did and it was received I was given instructions to send the gear they sent back which I did and have proof of receipt to the address on 2/10. Since then I have messaged through their system 3 or 4 times. I have no proof of this because the system only send receipt of replies. I wish I took screen shots. As of today I have still yet to receive a response back.

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 an *** letter from express pet certify. The website stated I would get it In 48hrs once purchased it stated that I would get a response in a month Never got a response have tried multiple times to call email and no one ever gets back to me I have all the proof of purchase and when logging into my account it has all been cleared

    • Initial Complaint

      Date:10/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      August 25th 2024 I paid an *** renewal of $129.00 I have explained this purchase was a mistake. I don't need to renew. They have ignored my emails, calls, and voicemails. I have given them time to reply and respond. I'm requesting a refund I wish to be removed from their website and delete all the accounts to prevent any further transactions.

    • Initial Complaint

      Date:09/26/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 business advertises that they will provide you an *** letter within 24hrs after you have submitted payment they will alert you that there is a 30 day wait period this is not disclosed to you at all prior to making your purchase beware!!

    • Initial Complaint

      Date:09/18/2024

      Type:Sales and Advertising 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 applied online for an emotional support animal letter. The website said I was preapproved and then asked for payment of $169.00. After taking the money from my account it then sent a notification that my application had been denied. I received no letter, nothing for my $169.00. When I call the phone number I just keeps saying no one is available to take my call. I require a refund.

      Customer Answer

      Date: 10/02/2024

       
      Better Business Bureau:

      Hello. Yes the company did finally get back to me and did give a refund.

      Sincerely,

      ******** **********

    • Initial Complaint

      Date:07/10/2024

      Type:Product Issues
      Status:
      Unanswered
      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 asked for it to be cancelled because I was able to obtain an *** same day in an hour from a Dr at the hospital. I emailed them right away asking ti cancel since the website was deceptive and said the *** letter will be available same day but then it said 30 days. They keep sending me generic msg responses and wouldnt refund my money. I tried calling and no one ever picks up. This business is deceptive and a rip off!!!

    • Initial Complaint

      Date:07/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 27 June 2024 I was charged $129 from Expresspetcertify for and *** letter for my pet as I suffer from PTSD. I am a ************ Veteran and needed to certify my pet as a service animal. Expresspet lead me to believe that I would have my letter ASAP. They then told me I had 30 days for California but I submitted for Illinois. When I asked about the discrepancy I was told to update the address on my account. I am unable to access my account now and when I try to reset my password, the link is invalid and does not exist. This company is preying on veterans and I am seeking a full refund. Hopefully my situation will help prevent others from making the same mistake I did.

    • Initial Complaint

      Date:06/24/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Company falsely represents and falsely advertises their services, fees, and delivery times. Each step of the way, the initial process & cost presented to me continued to change until after I had paid. Once I had paid, they informed me the turn around time would be 30+ days, in contrast to the advertising which stated the turn around time was 1-3 days. Pricing also continued to change throughout the process. I chose this company based on the turn around times. When I contacted and asked for my order to be cancelled & refunded, as I needed the letter sooner than 30 days, I was told this was not possible and was refused a refund.

    Express Pet Certify is NOT a BBB Accredited Business.

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