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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:05/13/2024

      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.
      Express Pet Certify keeps responding to my issue that my landlord did not accept their letter, by saying that the landlord cannot reject the letter. I have substantiated it with the communication from the landlord, and I cannot reach them directly or call them. They only respond to communication from their contact form on their website, but with the same canned response each time. They took my money without providing the service they claim to.

    • Initial Complaint

      Date:04/29/2024

      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.
      Found this company via ****** Search. Ad promises a same-day emotional support pet certificate. Website offered choice between same-day certificate delivery and several-days certificate delivery window. Only AFTER checkout and my credit card being charged $169 came the disclosure the product I'd just an *** letter with immediate turnaround emotional pet companion certificate doesn't exist in the state of **********. Since January 2021, there is a required 30 day wait period prior to certificate issuance. Per checkout page, same-day delivery is included free. Also, "Accepted for access to rental properties, apartments and all publicly marketed housing." After credit card is charged for 169$ the emailed receipt includes a NOTICE TO CALIFORNIA RESIDENTS: "Your Emotional Support ****** (***) Letter purchase is complete. Under Federal Law you are entitled to a reasonable accommodation for housing anywhere in the U.S."I looked up the Federal statue. It has nothing to do with housing. "Reasonable Accommodation" is an employer's obligation to make a workplace compliant to a disabled employee's requirements.The NOTICE continues:"This item does not entitle an emotional support animal to the rights and privileges accorded by law to a guide, signal, or service dog.Knowingly and fraudulently representing oneself to be the owner or trainer of any canine licensed as, to be qualified as, or identified as, a guide, signal, or service dog is a misdemeanor violation of Section ***** of the California Penal Code."In other words,AFTER a $169fee for two pets, the (free) certificate you were told that you could download and print today by paying that fee, you can not download and print today. You may download and print it next month.Also, in one combined NOTICE, you are advised (per an inexcusable misreading of Federal law) you have housing protection as a result of this certificate (next month).The next paragraph tells you DO NOT have the rights offered by a legitimately licensed animal.

    • Initial Complaint

      Date:01/30/2024

      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.
      i PAID TO CERTIFY MY DOG AS AN EMOTIONAL SUPPORT DOG. I HAVE CALLED EBERYDAY FOR THE PASTTWO WEEK, EMAILS AND NO ONE HAS GOTTEN BACK TO ME. ITS A SCAM. I WANT MY MONEY BACK.

    • Initial Complaint

      Date:01/29/2024

      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.
      I needed this certification for my rental. I was unable to obtain a certificate. I was sent a confirmation letter, but there was never a certificate. I not only had to pay the fee to this company, but the pet rent

    • Initial Complaint

      Date:01/19/2024

      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.
      I found this company on a ****** search. I applied for an apt and the leasing office recommended looking into registering my pets as ESAs. I paid for the multi-pet option to get a letter for each of my dogs. I submitted the letters to the apartment's ************* service. The letters are rejected because "HUD guidelines an individual requesting accommodation for multiple animals must establish a relationship or connection between the disability and the need for EACH assistance animal. While an individual may have more than one assistance animal, each animal must meet a distinct disability-related need". I reached out to the company and the response was a generic request for an additional $50 to resolve this. I've already paid them $169. I reached out to them asking them to resolve this as that this service was not provided in good faith. This is a standard HUD policy and they are aware that these letters will not work unless they are specific for each pet and each diagnosis. They did not respond.

    • Initial Complaint

      Date:10/20/2023

      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.
      I paid them online based on their website, however, when I tried to follow up, there was ***** available to speak to me. I started to feel very uncomfortable as their customer service phone numbers do not seem legitamite. I looked them up online based on others experiences and everyone was scammed. I understand if they are a scam website, the odds of getting any money back is not possible and I understand that BBB is not a collection agency but I do want this on file as a valid complaint against this scam company. I also have filed a complain with my bank. Thank you

    • Initial Complaint

      Date:08/25/2023

      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 thought I was purchasing an emotional support animal document for my dog which was advertised before purchasing the product so that I wouldn't have to pay the deposit fee to have my dog move into a rental with me after I received said documentation it was not any form of document saying that my animal was an emotional support animal but a document saying that it's recommended that I have an emotional support animal. Which does not alleviate any of the fees or charges for having my dog with me when I move into the rental property. It was advertised that the documentation I would receive would certify my dog as an emotional support animal that way I wouldn't have to worry about having any fees associated with her living with me emotional support animals can even ride on airplanes with you. The misleading information posted on their website is false advertising and I requested a refund for my money and in turn they responded that they provided me with what they promised to provide me with which is not true therefore I cannot have a refund and I told them I was reporting them and I am hoping that you can get me my money back because it is false advertising 100%

    • Initial Complaint

      Date:07/28/2023

      Type:Customer Service 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 received a predatory email from this company telling me that my dogs current *** certification was about to expire. My dog was properly certified over a 60 day waiting period and with actual licensed professionals who I underwent many counseling sessions. I have never used this company before nor heard of it. My mistake for falling for this predatory email and sending them around $90 to "renew" my dog's *** certificate. Immediately following, I was send almost 5 emails from this company asking for personal information, to reset a password for an account I do not have, to fill out documents and to eventually "speak to one of their licensed professionals" to renew my *** certificate. I did not have an account nor use any of these services or fill out any thing on this site they simply just charged me around $90 for nothing. I asked for a refund since I said this was a predatory practice and they cannot renew my certificate and I did not use any services or make an account so I would like the charge returned....... no response. Its a highly predatory scam for owners who already have *** certification not just for those seeking it out.

    • Initial Complaint

      Date:10/10/2022

      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 signed up to thier service and was immediately charged and then promised to be sent the letter ASAP based on my responses. I have not received any letter and when I tried to call them, I get nothing for but their voicemail. I wish I looked into them before signing up because I am not finding out that this website is a total scam and I would like to get my money back ASAP.

    • Initial Complaint

      Date:09/09/2022

      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.
      Date of Transaction: 8/9/2022 Amount $258.00 Description: I purchased a pet certificate for my two therapy dogs. I have 2 dogs that I need for emotional support. The site says you will receive the certificate. I never received anything. I needed it for an application for a rental. I tried emailing and even called. The phone number no longer works. I never received email. I contacted my bank for a charge back and they said that they can't refund me and to keep calling a number that doesn't work or contact that doesn't respond. I was getting scared I would lose the apartment. I had to go to my doctor to get a letter. The visit cost me $350. This business should be shut down. It is terrible that they are using people with with emotional problems. I want a refund which will help pay for the doctor visit I had to get. This is the letter from my doctor. I have major anxiety and depression. This business should be closed. It is form of emotional abuse. I have attached a letter from my doctor so you know it is real. I had to black out personal information. If the BBB wants a formal certified copy, I am happy to provide that to a verified email.

    Express Pet Certify is NOT a BBB Accredited Business.

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