We coordinate with a national network of licensed mental health professionals to evaluate the need for Emotional Support Animals to support the mental health of the individuals.We are not a "rubber stamp" and are committed to only recommending Emotional Support Animals where there is an actual need. We believe some solutions are better and more simple than mind-altering pharmaceuticals. We believe pets are family.
Written by the business, not verified by us.
Is Certapet legit?
Certapet (certapet.com) has a 4.5 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Health & Medical and its reputation is excellent. 87% of reviews are 4 stars or higher and 12% are 1 star; The business has replied to 77% of negative reviews; Reviews mostly discuss User experience, Customer service. Last updated 2026-08-11.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the dedicated staff members for being exceptionally helpful, kind, and understanding, ensuring that every single interaction feels extremely comfortable and supportive. Many people note that the entire certification process is remarkably quick, completely seamless, and thoroughly professional from the very beginning to the end.
Some reviewers were not happy with the overall service, specifically mentioning frustrating customer support interactions and unexpected difficulties regarding their paperwork submissions. A few consumers also reported impersonal session experiences, delayed results, and generic document delivery that lacked proper personal clarity.
Auto-generated from all reviews of this business. For reference only.
Read the other one star reviews. Zero transparency on charges. I applied and made sure there was a refundable policy if my PSD letter was not an option. BEFORE having a consummation with the therapist, the therapist sends an email outlining that in order to hectic a psd letter you must receive therapy. Note that this information is NOT posted anywhere before you apply! In my case this isn’t useful. I’ve had a service dog for ten years trained for two. I canceled the initial consultation and was charged $5.00. Any company that tries to get you to apply without stating exactly what will be required from you and then charges you saying it’s a non refundable administrative fee is dishonest plain and simple. ZERO TRANSPARENCY. GO elsewhere
I highly recommend Certapet, the service quality was truly exceptional.
Reply from Certapet2024-08-12
Thank you so much for your positive review! Your recommendation means a lot to us, and we look forward to continuing to provide you with top-notch service.
My friend referred me to Certapet as she has already gone through the process with her PSD. The travel letter application process was pretty effortless and thorough. I was contacted by a therapist for the next step (phone consult) in a reasonable manner, but our schedules did not align. However, the therapist did warn me that unless I was traveling internationally or via private jet the ESA letter may not work anyway. With that in mind, I decided to withdraw my application and obtain a refund instead. I was told by a Certapet representative that they would refund me minus the processing fee. Well, given that there wasn’t anything to process, that didn’t seem fair and it was just plain annoying to be nickeled and dimed without cause. Apparently, the fees are hidden in their Terms of Use link in the tiniest print, at the way bottom of their website. Unlike other online sites, that clearly state their refund policies in a separate link, to avoid confusion. My biggest complaint with Certapet is that they should’ve been more transparent about these fees, in the event, things don’t work out as planned. The refund process felt a bit scammy and untrustworthy, as a result.
Reply from Certapet2024-07-02
Thank you for your feedback and for bringing this to our attention. I apologize for any inconvenience and frustration caused.
We strive to provide clear information about our refund policies, which are detailed on our website. I understand that you feel this information was not sufficiently visible and will work on improving our communication in this area.
Please note that we did our best in accommodating your needs by assigning you to a different therapist and after you decided to cancel we issued a full refund minus the $5 admin fee.
If you have any further questions or concerns please let us know
I looked at several sites before choosing certa pet. Well explained, thoughtful and thorough questions on asessment. Therapist was prompt to schedule phone appointment and was on time and received letter in a timely fashion. The site was easy to use and FAQ page was very helpful. Certapet is a very professional service.
Reply from Certapet2024-07-01
Thank you so much for sharing your experience! We strive to provide a professional service and we're glad to hear that reflected in your experience with CertaPet. If you have any further feedback or questions, please don't hesitate to reach out. We're here to help!
Awful..took my money. Repeatedly asked same questions but never actually called me. Do not use
Reply from Certapet2024-07-01
Hi, Naomi. You have been refunded excluding the USD5 administration fee since you have not been assessed or contacted by the Licensed or Qualified Mental Health Professional. Please contact our CX team should you have any further concerns.
Certapets is not a scam they answered all my questions was able to get my psd travel letter right away and when I had a question later on they responded right away
Reply from Certapet2024-05-20
Thank you for this amazing feedback. We’re very grateful for customers like you and hope you stick with us for years to come!
I've had a fantastic experience with Certapet! I needed my PSD letter updated due to a change of state, and Certapet made the process incredibly smooth and straightforward. Overall, I highly recommend Certapet to anyone seeking an ESA or PSD letter. They make a potentially stressful situation smooth and efficient, and I'm grateful for their service.
Reply from Certapet2024-02-26
Thank you so much for recommending us. We are happy to know that everything went well with your consultation. Please let us know if there is anything else we can do for you.
Easy to work with, my therapist was lovely. Happy my lovely support cat is able to be with me while travelling. My family practitioner recommended them.
Reply from Certapet2024-02-20
Thank you for this amazing feedback. We are glad that you had a positive experience with your therapist and the whole CertaPet team. Please let us know if there is anything else we can do for you.
Certapet has been an incredible support to get my PSD letter for my adorable Bruce ❤️ They are very professional, help simplify the process and made a big difference in my life. Thank you!
Reply from Certapet2023-12-26
We’re glad you had a good experience with us and living your best life with your furry friend. Feel free to reach out with any questions or concerns. CertaPet is always here for you.
Beware of this letter churning scam that preys on the already vulnerable persons with disabilities. I would rate this company with a zero - but that was not an option hence the 1 star review. In my case Certa Pet referred Jenny Thomas of Pansy Field Counselling to assess my need for a support animal and provide a Travel Letter that would enable me to travel with my service dog. Certa Pet and Ms. Thomas were aware of the breed and weight of my service dog prior to drafting the letter. The letter contained a clause referring to a 22lb weight restriction for air travel , when I questioned why they would accept my money - (which they receive up front before any service is provided) knowing that my dog did not meet the most recent criteria for air travel , I was told that it was my problem and they don't provide refunds. So I paid 150.00 for a letter that I cannot use and they will not refund me ..... total scam !
Reply from Certapet2023-12-15
Hi D, RObb. We sincerely apologize for any inconvenience caused. A new ruling on emotional support animals has been published by the Canadian Transportation Agency as of June 23, 2023 and will go into effect immediately. Dogs will be the only animals accepted as ESAs, and only dogs that can fit in carriers are allowed in the cabin. The animal carrier must meet the carrier’s conditions and restrictions for carriage of animal carriers in the cabin (it is the clients responsibility to research each carrier’s stipulations for sizing of carriers), and the ESD must remain in the carrier for the duration of its time in the passenger cabin. This law does not affect ESAs for housing. We hope this clarifies your concern, thank you!
Some of the psychiatrists they use provide poor service and will blane you for lack of timely and proper correspondence. You will not receive a refund for this even if you never actually speak to any psychiatrist at all. Poor quality service with very little accountability.
We signed up with a therapist over a month ago. They responded once and then never got back to us again. We reached out for 12days. Not sure what happened but we are currently disputing the charge and going else where. Hopefully to a place that has a better response time and customer service.
Reply from Certapet2023-11-06
Hello, Dragonempress. We do understand your frustration and would like to help you in any way we can. If you could please provide us with your real name and contact number so we can further look into this. Thank you.
CertaPet has made the difference in my life that I needed. I love my dog!! My dog Dixie has learned to help me be a better me! I have been suffering from my disability for a couple years now. When life feels like it’s not getting any better but it did! I am just so thankful to CertaPet!! I’ve made changes to my life in this past year and all thanks to CertaPet. The process from start to finish is very easy. customer service answered all my questions and prepared me for my appointment. GREAT CUSTOMER SERVICE!!!. Therapist Julie, she is easy to speak with and is so kind! Thank you Julie so much!!. I love any opportunity to refer CertaPet to ALL my friends or family in need of the right change!!
Reply from Certapet2023-10-09
Thank you so much for taking the time to leave us a 5-star review. We are happy to know that everything went well with your consultation and will share this review with your therapist. We look forward to serving you for many years to come!
The whole process with Certapet was clear and forthright . . . and alleviated my stress about my companion wonder dog being seen as essential to my well-being.
My only concern came early on when asking a question and being written back that this would put me at the bottom of the queue. I had replied: "chuckles. okay."
Overall, they were splendid.
Reply from Certapet2023-10-02
Thank you so much for sharing your experience with us. We are glad we were able to help you feel comfortable and valued. Please let us know if there is anything else we can do for you. We’re here for you anytime.
I emailed CertaPet and informed them I did not receive my vest or ID that I had purchased. I was told that 90 days had passed and that due to their policy. My items would not be sent to me. I needed to purchase another vest and ID if I needed to get one. I never received an email, tracking information or anything saying my items had been shipped. So buyer beware if 90 days pass and you don’t receive anything. Then then your out of luck due to there internal policy that I as a customer was never informed of.
My email has all the information that I explained on this review. If you like I can post the email.
Reply from Certapet2023-09-25
Hello T B 2. Thank you for your feedback. We do understand your frustration and would like to help you in any way we can. If you could please provide us with your real name and contact number so we can further look into this. Thank you.
Certapet has a thorough questionnaire for customers to fill out. Once pre-approved, you are able to set up a consultation with a licensed mental health professional as soon as the next day. I received my ESA letter within minutes after the consultation. I'm very happy with Certapet services.
Reply from Certapet2023-08-21
Thank you for this amazing feedback. We are glad that you had a positive experience with your therapist and the whole CertaPet team. Please let us know if there is anything else we can do for you.
I applied to renew my PSD letter one month before my prior letter expiration date ( I got a reminder email from Certapet saying it was time to renew, so I took action immediately). I noticed that the date mentioned on the new PSD letter is the evaluation date for this time instead of the original annual renewal date. My doctor mentioned that she couldn't change the date on the legal document, so I asked customer service to help me fix this problem.
First, they kept mentioning that my annual renewal date had now changed to the new date, and I am the one who would be responsible for keeping track of this on my end as this is my prescription; they cannot request nor suggest what is best for me to do, so they cannot offer any solution. After I said what made me uncomfortable was that the reminder email they sent had never said things like that to the customers. The customer service just said she would make a note to the team, which is hilarious.
Additionally, when I asked if they could help me to void the letter and I can reapply as my expiration date gets closer, the customer service said, "If you have already been approved for your letter, we will not provide a refund or cancellation as the letter has been issued and services have been rendered." They are not helping at all!
So, please renew your letter when the expiration date gets closer; if not, you'll lose days or months on your letter! You're gonna know bad things also could happen to people who take earlier actions.
Reply from Certapet2023-08-21
Thank you for your feedback, Siyue. The date and validity of a letter are legally binding and cannot be changed. This is to ensure that the letter is accurate and up-to-date. If you have any further questions please contact us directly. Have a great day
I love Certapet how they fast respond and renewed my new letter . Thank you awesome service is helping taking my frenchy with me and travel and helping me with my anxiety and emotional support . Thank you again
Reply from Certapet2023-07-27
Thank you for this amazing feedback. We are glad that you had a positive experience with your therapist and the whole CertaPet team. Please let us know if there is anything else we can do for you.
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