CertaPet Reviews: Should You Look for Another Option?

CertaPet is a well-known platform for obtaining both emotional support animal (ESA) letters for housing accommodations and psychiatric service dog (PSD) letters to travel with your furry friend.

While the platform bills itself as a quick and convenient solution to help you live comfortably with your support animal, it doesn’t mean it’s perfect for everyone—especially when some users have encountered specific challenges.

To save you the trouble of scouring through endless CertaPet reviews, we’ve pulled together real user opinions and experiences from major review platforms. This guide covers all the information you need to make an informed decision, including:

• How does CertaPet work?
• Is CertaPet a reliable platform?
• What issues do past customers commonly report?
• Are there better alternatives that address CertaPet’s shortcomings?

Is CertaPet Legit for ESA Letters?—See What Real Users Have To Say

For our CertaPet review, we’ve analyzed both the service’s official offer and what actual customers are saying to give you the complete picture of what to expect when using the service. We’ll break down the platform’s offerings across the following four aspects: 

1. ESA letter process
2. Legitimacy & acceptance
3. Refund policy & value for money
4. Customer service

ESA Letter Process

CertaPet offers a standard 3-step process for obtaining ESA letters:

1. Complete the pre-screening form: You start by choosing the type of letter you need (housing, travel, or both) and entering your name, age, and the animal you have. You’ll then be asked to answer a brief question about your symptoms. If you qualify, you can proceed directly to the checkout process
2. Schedule your consultation: After completing your intake form, a licensed mental health professional (LMHP) will contact you within two business days to schedule a phone consultation
3. Receive your letter: If approved, you’ll receive a digital copy of your ESA letter. You can also request a hard copy to be mailed to you for added convenience

The service currently only issues ESA letters for dogs, cats, and rabbits. If your animal is another species, it may not be the right fit.

User reviews for CertaPet regarding the process vary, although most are leaning towards the positive side.

Many reviewers mentioned a great experience with the CertaPet ESA & PSD letter consultation, noting a quick, straightforward process and helpful therapists. People were also impressed by the company’s website, which was informative and easy to use, making the whole process user-friendly.

Still, some users report significant delays and communication issues. One customer mentioned waiting over a week when the site promised a two-day response time. Another claimed their assigned therapist didn’t respond for over a month despite multiple follow-ups. Users also expressed frustration about the lack of a straightforward appointment scheduling system.

Legitimacy & Acceptance

CertaPet claims their letters comply with federal regulations governing emotional support animals, specifically the Fair Housing Act (FHA). According to the company’s website, CertaPet ESA letters are issued after an evaluation with a licensed professional (such as a therapist, psychologist, psychiatrist, or licensed counselor) and include the following necessary information:

• The LMHP’s formal letterhead
• Your full name and basic details
• The provider’s license number and their state of practice
• Date of issue

Several users vouched for the legitimacy of CertaPet’s ESA letters. One user appreciated that the letter came from a therapist whose credentials could be verified, and also noted that the company offered additional support post-purchase. Another reviewer confirmed that their apartment complex had accepted their CertaPet ESA letter without issues.

Interestingly, CertaPet explains that it isn’t an “ESA mill,” and that not all applicants may actually get approved after the mental health evaluations. This isn’t necessarily a downside—it may suggest the service maintains vetting standards rather than handing out letters to everyone looking to bypass pet rent or breed restrictions.

However, the vetting process might have some flaws, as one user complained about being denied without explanation after struggling to communicate with their assigned counselor.

Refund Policy & Value for Money

Depending on what type of letter you need, CertaPet offers the following pricing options:

If you prefer to spread out payments, there’s a payment plan starting with a $35.99 initial deposit, followed by three monthly payments of $44.99 for a single letter, or $59.99 for both.

But while CertaPet isn’t the priciest service out there, the company’s refund policy has some major restrictions. If your application isn’t approved, you’ll receive a refund minus a $40 consultation fee. However, the company doesn’t offer refunds if a landlord or airline rejects your ESA/PSD letter, only providing “informational resources” in such cases.

Besides that, there are several extra fees you should be aware of. For example, adding a second ESA costs an additional $99.99, and CertaPet doesn’t approve more than two ESAs per patient. And if you don’t have a pet yet, the company offers a two-step process:

1. For an additional $20, you receive an initial “letter of recommendation” for your new pet
2. Once you get your animal, you can update the details and complete a short follow-up to receive a second letter with your pet’s information

Some users have expressed frustration with the extra animal fee and non-refundable processing fees for CertaPet ESA letters. This contrasts with online ESA services like Your Service Animal, which offer streamlined pricing and unconditional money-back guarantees if a landlord rejects a letter.

Customer Service

The service offers customer support via phone and email. While CertaPet ESA reviews suggest their team is generally responsive to complaints, the actual resolution can be hit or miss.

Many customers report positive experiences with CertaPet’s representatives. One reviewer praised how customer service answered all their questions and prepared them for their appointment. Another mentioned that support helped them recover a lost letter just in time for their flight.

But other reviewers weren’t as happy. One customer initially praised the support team for quickly processing a refund after an accidental double charge, only to discover later that the refund had disappeared from their account. Another one said they were sent the wrong type of letter and, after reaching out, were told they’d have to pay again to fix it.

CertaPet Pros & Cons

CertaPet has established a solid reputation across major review platforms, earning a 4.0/5 rating on Trustpilot, 4.5/5 on Google, and 4.58/5 with an A+ rating from the Better Business Bureau based on hundreds of reviews. Here’s what users liked (and didn’t like) about the service:

Pros

• ✅ Simple, user-friendly application and approval process
• ✅ Real consultations with licensed mental health professionals
• ✅ Letters comply with FHA requirements
• ✅ Generally positive reviews across trusted platforms

Cons

• ❌ Non-refundable $40 consultation fee if not approved
• ❌ No refunds if landlords reject your CertaPet housing letter
• ❌ Additional upsells & extra fees for multiple animals
• ❌ Some negative customer service experiences

Looking for a More Reliable Alternative? Here’s a Better Way

While CertaPet is a legit company that’s popular among ESA seekers, it comes with certain trade-offs. The lack of guarantees, additional upsells, and customer support nightmares could add stress to an already challenging situation.

That’s where Your Service Animal comes in. Built to prioritize what actually matters—speed, transparency, and peace of mind—the platform offers a streamlined process for obtaining proper ESA paperwork, free from hidden clauses or unnecessary bureaucracy.

To get started, you can take a free 3-minute assessment quiz involving questions and prompts related to your condition and requirements. If you qualify, you’ll be set up with an LMHP near you for a professional mental health evaluation.

Unlike some competitors, Your Service Animal lets you include up to three animals per letter at no extra cost. Plus, there are no last-minute add-ons, upsells, or non-refundable fees you need to worry about.

The best part? The platform offers a commitment to the highest customer satisfaction with a 100% money-back guarantee. If a landlord denies your letter or you don’t qualify, you get a full refund—no questions asked!

Why Choose Your Service Animal?

Switching to Your Service Animal means you get a service designed around your needs, not just a document. Here’s how the platform stands out from the pack, and how these benefits make your housing journey smoother, safer, and less stressful:

Get Your ESA Letter Stress-Free

Getting your ESA letter shouldn’t be complicated. With Your Service Animal, it takes just four simple steps to secure housing protections for your furry therapist:

1. Find out if you’re a good fit for an ESA letter with our online quiz
2. Schedule an online appointment with a licensed mental health practitioner in your state
3. Attend the online call and receive your ESA letter if clinically appropriate
4. Receive a full refund if the therapist doesn’t issue an ESA letter or your landlord rejects your letter