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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/01/2022

      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.
      It told me that my pet is allowed to fly with the documents. She is not. I need to get a refund.

    • Initial Complaint

      Date:08/12/2022

      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.
      Date of the transaction: 08/11/2022 The amount of money you paid the business: Total: $134.00 What the business committed to provide you: *** Letter What the nature of the dispute is: I have received no follow-up phone calls or email from the business. I have tried calling numerous times and have received an automated message "no one is available to take your call at this time". I have sent several emails through the online support system and have received no follow-up. The business has not tried to resolve the problem at all. They deleted my order numbers online and are completely ignoring me. expresspetcertify.com

    • Initial Complaint

      Date:07/24/2022

      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.
      Found this company via Google Search. Ad promised 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 $99 came the disclosure the product I'd just boughtan immediate turnaround emotional pet companion certificatedoesn't exist in California. 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, the emailed receipt includes a NOTICE TO CALIFORNIA RESIDENTS:

      "Your Emotional Support Animal (ESA) 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 365.7 of the California Penal Code."

      In other words, AFTER a $99 fee, the (free) certificate you were told you could download and print today by paying that fee ... you may 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.

      Business Response

      Date: 08/03/2022

      Consumer Response /* (2000, 13, 2022/08/03) */
      The business contacted me and refunded me the fee I'd paid. They said nothing about discontinuing misleading advertising and charging other people for services they cannot legally provide.

    Express Pet Certify is NOT a BBB Accredited Business.

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