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Business Profile

Prosthetics

My Pets Brace

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:04/19/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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.
    Are 1 1/2 year old Lab ******************* her ACL in November. We looked for options and decided to go with the brace through My Pets Brace (********** Location) We asked several questions because ***** is a strong chewer and she is still a puppy. We were told no problem this will work. Well ***** chewed thru the straps they replaced it and then she chewed thru the strap again(just few days) Well at this time ***** advised ** that is not normal and the were going to no honor the warranty. They did send a new one but we are now worried about putting the brace on sine when we called ***** we were accused of neglecting our dog. So we did not want to deal with the abuse of ***** we also talked to **** the honor but she took ***** side and did not listen or care about *****. I asked if they could send me multiple replacement straps so I would have then and then I would not have to deal with them. I asked for a refund beginning of April and I was declined so now we are about 3 weeks and now that want to do a refund if I mail the brace back, but if I do that ***** is going to suffer. I have tried to speak to **** the owner as well as ***** at the ********** location. They continue to belittle me saying it is common sense puppies chew and that they are a private company. The speak over you while you are speaking so no one is hearing the other. This company chargers $899 for the brace and is under warranty for 4 months. But they are not honoring it and now will not replace the straps. **** stated we are not a fit and she hung up.

    Business Response

    Date: 04/25/2023

    Hi *******. From speaking with you, we know you are a good pet parent and you are doing everything you can to care for and advocate for your dog. We are sorry this process has been frustrating for you.


    We mailed parts to you on four separate occasions at no cost. We believe there may be a larger issue that needs to be addressed to ensure the brace is effective and useful at home. We attempted to troubleshoot with you, asking for pictures as well as recommending virtual or in-person appointments, all of which were declined.


    As we tried to discuss with you, there are scenarios that our warranty does not cover. It is not a blanket four-month warranty. There have been multiple phone calls and emails where you have expressed your grievances and displeasure. We have not been able to have a calm productive conversation nor arrive at a meaningful solution.


    We have a no-refunds policy which is standard for our industry. For your peace of mind and ours, we believe its time for ** to go our separate ways. We have told you verbally and in writing several times that we will provide you with a full refund upon the return of the brace.


    In your desired settlement, you have requested a total of 50 straps. For reference, it would be extremely rare for a dog with a knee brace to need more than 10 straps over the lifetime of the brace. If your dog needs 50 straps, something is wrong.


    With your dogs safety in mind, the brace needs to be returned to **. If the brace does not have the appropriate straps or if it is not fitting correctly, the brace is ineffective and could possibly cause other complications. This is a custom medical device.


    Please use the pre-paid return shipping label that was sent to you to return the brace back to **. Upon receipt, you will receive a full refund.


    We wish your dog the best and hope you find a treatment option that aligns with your needs. 

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