Complaints

This profile includes complaints for TheraPetic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TheraPetic

  1030 15th St NW Ste 170 Washington, DC 20005-1503

• 

  TheraPetic

  1918 Boul.Saint-Regis Dorval, QC H9P 1H6

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.

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On February 1st 2025 I paid 220.00$ for papers that I thought would allow my dog to become a service animal (emotional support) Once I received the paper work, I looked into the doctor that had filled out the necessary papers. The doctor mentioned does not exist and the license number provided doesn't exit. It's fraudulent papers and not what was publicized on the website. I've emailed the company and have not received any answer to my question about the legitimacy of the doctor.

• Initial Complaint

  Date:05/03/2024

  Type:Product 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.

  I purchased on 4/25/2024 a package to document that my dog is an **** I purchased the $99 via PayPal and this amount has been charged to my **** at the ***********************. The package included electronic forms to prove my dog is an **** However, the app that I downloaded only has a home page with no links to get the forms. I tried phoning this organization and got an answering machine even though I called at 11:40 on May 3, 2024. This packet does not include registering the *** with the National Registry to get a number UNLESS you upgrade to the more expensive packages at $149/$199 respectively. This is absolutely useless without a registry number for the **** I want this organization to refund my money as I'm flying with my dog on 6/4/2024 and want to go through a reputable business that provides what they promise. I'm unable to access anything on their app (I have an i phone) and no one answers their phone so it's impossible to reach them - TOTAL SCAM!

  Customer Answer

  Date: 05/11/2024

  This is a screenshot of the app they instruct you to download after the $99 purchase.  It has no links, just a photo of dogs.  Also, they say there product allows airlines to fly *** for free.  I contacted Air France and they discontinued this service in 2021.  There is nothing updating this change in policy on the website - only links to pay.

  Business Response

  Date: 05/16/2024

  We are terribly sorry that this customer had a negative experience with our services, which we strive to exceed customer expectations. We appreciate all feedback and work to excel in providing exceptional interactions. While we do our best to have our limited human resources answer all calls, sometimes we miss a phone call. We have a call-back policy of 1 business day when we receive a full and complete message. The customer has two distinct points of dissatisfaction: 1) the package that was purchased does not include a registration of the service animal, and 2) navigation of our app.
  
  First, our packages are individualized and carefully offered to meet the needs of each client's unique situation. Some clients only need a letter or a form for travel, while others need to have a registration for their service animal. This customer purchased a package that only includes the travel form and a letter. The customer received the appropriate documentation for successful travel on an airline, which may still be used. It appears the customer also wanted to include a registration for their service animal, which is considered an upgrade due to processing and registration fees. We would be happy to include the registration if the customer wants the upgrade. Unfortunately, we cannot just provide free upgrades since the processing and registration fees are out of the scope of the services that were originally purchased.
  
  Second, we are sorry that the customer had difficulty navigating the application, which does contain a unique login link for the customer to access the appropriate documents. We allow customers to login to their accounts through the app or through our website. Both access points are safeguarded by cybersecurity standards. Of course we would be happy to assist a customer with navigating through the application, which is normally considered to be so user-friendly that it received a rating of "G" for any person 13 years old through adulthood to be able to easily navigate it. If the app does not appear to be listing any links, then the issue may be with the customer's cellular device (phone) and not the app. It may need to be redownloaded. We are happy to help resolve any issues the customer has with navigating through our app. 
  
  Therapetic's main goal is to provide exceptional support and services to our customers. We always want to strive beyond expectations, so we will use this feedback accordingly. Also, we do take offense to the customer's opinion about the services being a total scam when the package that was purchased was provided. We certainly can assist the customer with upgrading to the necessary package to include a service animal registration, but we cannot provide that upgrade free of charge, which seems to be the major motivation from this customer. Additionally, all our customers agree to terms and conditions to try and resolve all concerns, complaints, and dissatisfactions by contacting our email for appropriately documenting these issues. This customer agreed to those terms and conditions, and has not left any messages or permitted us the opportunity to correct or clarify any issues. We are sorry to learn that the customer had to seek dissatisfaction through the Better Business Bureau for a simple resolution without adhering to the agreed terms and conditions. Our customers are a priority, especially with resolving any issues or concerns. Since this customer did not adhere to the simple instructions of emailing us or even leave a message, then we could not provide any support since we were not aware of any issue. We hope all this information is helpful for your review and consideration to ensure that our services were duly provided and went beyond industry standards and expectations for customer service.

  Customer Answer

  Date: 05/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21663269
  
  I am rejecting this response because: This response is completely inaccurate.  I did leave a message on the answering machine and was never contacted.  Also, I never received documents in any online version.  The app that I downloaded (I sent a screenshot) is not navigable and I was unable to use any forms online.  I stand by my contention that the app misleads clients and refers to airlines that accept *** animals, which according to Air France has been in effect since 2021.   This is false advertising.  The only solution I will accept is a refund.

  
  
  
  Regards,
  
  *****************