Is Pettable a Scam?

If you’re thinking of using Pettable, you need to know whether it’s safe. Is Pettable a scam? 

Below, we explain whether Pettable is a scam and discuss some steps you can take to improve your safety while using this telehealth platform. 

What Is Pettable?

Pettable is a telehealth platform that connects pet owners with licensed mental health professionals to obtain Emotional Support Animal (ESA) letters. 

You take a brief online assessment to see if you qualify before being matched with a licensed mental health professional in your state for a remote consultation. If you’re approved, you get a signed ESA letter. 

In states that require a 30-day established clinical relationship before a therapist can issue an ESA letter, Pettable requires two consultations spaced out over 30 days. 

ESA letters give legal protections for housing under the Fair Housing Act (FHA), making it possible for pet owners to live with their pets in “no-pet” housing and exempting them from pet-related fees.

Is Pettable a Scam?

No, Pettable is not a scam. It is a legitimate telehealth service that connects pet owners with licensed mental health professionals (LMHPs). 

User reviews of Pettable are mixed as of this writing:

• 4.7 out of 5.0 stars (from over 5,000 reviews) on Trustpilot.
• 4.8 out of 5.0 stars (from over 500 reviews) on Consumer Affairs.
• 3.64 out of 5.0 stars (from over 100 reviews) on Better Business Bureau. 

Most reviewers praise the easy and stress-free service, fast turnaround (often within 24 hours), professional and compassionate therapists, and helpful customer service. Many say the letters were accepted by landlords without issues.

Negative reviews mention delayed or missing certificates and communication issues.

On online forums like Reddit, people report varying experiences with Pettable.

For example, one person writes that their therapist didn’t show up, pricing was misleading, and their account and ESA letter were canceled after they complained. 

However, other people say their experience was totally different. 

One person says: 

“I used them a few months ago for an unexpected move and I didn’t have anything like this happen 😬”

Another adds:

“same i had a terrific experience with them a few years back. feel badly for op.”

Pettable says it is the only ESA provider to offer a full Money Back Guarantee if your ESA letter is not accepted (after filing a complaint with the HUD). 

It is a Better Business Bureau accredited business as of this writing and holds an “A+” rating. BBB ratings are a reflection of how the BBB believes companies interact with their customers. 

At the time of writing, Pettable has received a total of 40 complaints in the last three years, 11 of which have been closed in the past 12 months. 

Complaints report missed appointments, refund difficulties when ESA letters were not accepted, confusing subscription charges, letter problems (for example, issued under the wrong account/email), hidden costs, and customer service complaints. 

Pettable security 

Pettable briefly explains its security measures in its privacy policy.

It says that it uses “a combination of physical, technical, and administrative safeguards” to protect your information. 

In the FAQs section on its homepage, Pettable states that its website is HIPAA-compliant.

As per its privacy policy, Pettable does not collect or store payment card information. 

Pettable privacy  

Pettable describes the kind of data it collects, why, and with whom it shares it in its privacy policy, which applies to Pettable’s website (pettable.com), emails, and related services. 

The company collects the following personal information:

• Contact information (e.g., name, email, and phone).
• Account information (including password).
• Transaction & payment history (via a payment processor).
• Photo (if you apply for a Pettable scholarship).
• Health information (from meetings with mental health professionals).
• Demographics (e.g., age, sex, race, and ethnicity if required by clinicians).
• Employment & education (if relevant to services). 

Device and browsing data is collected automatically through cookies. 

Pettable uses this information to provide services, facilitate communication with mental health professionals, respond to inquiries, provide support, improve services, and understand user behavior. Additionally, for marketing, advertising, legal compliance, and fraud prevention. 

The company may share this information with service providers, mental health professionals for ESA/PSD services, analytics partners (like Google Analytics), advertising partners (e.g., Google Ads and Facebook Pixel), affiliates, and potentially acquiring companies in corporate transactions. Plus, law enforcement (when legally required).

It sells/shares identifiers and internet activity via cookies for advertising and analytics under California law.

It uses cookies, web beacons, and similar technologies to track browsing behavior for analytics and interest-based advertising.

Pettable honors Global Privacy Control (GPC) signals, but not standard “Do Not Track.”

The company keeps your data only as long as needed for business, legal, and safety purposes. Retention timelines vary by data type and legal requirements.

Users have certain privacy rights. For example, you can update your account information (in your Pettable account), unsubscribe from marketing emails, manage cookies and ad tracking, opt out of interest-based ads (via industry tools), and request access, deletion, or correction of your data. 

California users can access, delete, and correct their personal data, opt out of the sale/sharing of their personal data, and see the categories of data collected and the retention logic. 

Notice of HIPAA Privacy Practices 

Pettable also provides ‘Notice of HIPAA Privacy Practices,’ which explains how your medical information may be used and shared. The company is not legally required to provide this notice, but says it does so as a courtesy.

The company states that it may use and share your protected health information for:

• Treatment: Coordinating care with therapists and clinicians and managing and facilitating your therapy through the Pettable Portal. 
• Payment: Billing, collections, reimbursement, and utilization review. 
• Health Care Operations: Running the Pettable Portal, quality improvement and audits, and customer service and administrative operations. 

Pettable may also share your information for public health and safety (e.g., preventing disease), comply with the law, and with your written authorization (e.g., for marketing). 

It may also share de-identified data that cannot identify you

The company may contact you about Pettable services or related health services. 

Any other use requires your written permission, which you can revoke at any time.

You have the right to request limits on how your information is used or shared (not guaranteed to be approved), request confidential communications (e.g., only by mail or at home), inspect and get copies of your records (fees may apply), request corrections to your records, request a list of disclosures, and receive a paper copy of the HIPAA notice. All requests must be made in writing to your clinician.

You will be notified if your unsecured health information is breached. 

So, Should You Use Pettable?

The best option is to get an ESA letter from your own therapist, psychiatrist, or primary care doctor if they’re willing. 

However, if that’s not possible, Pettable can be a good alternative, since it’s a legitimate telehealth ESA service with mostly positive reviews. However, like any large platform, it has occasional service and support problems. 

How to Use Pettable Safely and Privately 

• Minimize how much information you share. Only provide information that’s truly required for your ESA letter, PSD training, or scholarship. Don’t fill out optional fields (employment, education, demographics) unless your clinician requires them.
• Keep your Pettable account secure. Use a strong, unique password for your Pettable account.
• Control cookies and tracking. Pettable uses Google Analytics, Google Ads, Facebook Pixel, and other ad partners. Visit Pettable’s cookie management page and opt out of non-essential cookies, turn on Global Privacy Control (GPC) in your browser (Pettable honors it), and use browser settings or extensions to block third-party cookies.
• Adjust ad settings. Pettable sells/shares identifiers and browsing data via cookies for advertising and analytics. 
• Screenshot everything. Before and after purchase, save money-back guarantee terms, refund policy, subscription terms, appointment confirmation, therapist credentials, and your ESA letter. If anything goes wrong, screenshots are your leverage for refunds, disputes, or HUD complaints.
• Confirm the clinician is licensed in your state. Before your appointment, ask for the clinician’s full name and license number and verify their license on your state’s licensing board website. 
• Use a masked or secondary email address. Doing so can help you reduce marketing spam and isolate any data exposure. If you’re a DeleteMe user, you can use DeleteMe’ Email Masking feature.
• Limit marketing emails. Use the unsubscribe link at the bottom of any Pettable marketing email. Keep only transactional or service-related messages.
• Understand who sees your health data. Your mental health information is shared with licensed mental health professionals for ESA/PSD services. Pettable acts as a HIPAA business associate, meaning it can only use your health data as your clinician allows. Make sure to review your clinician’s privacy notice, which governs how your medical data is handled.
• Use your privacy rights. You can request access to, corrections of, and deletion of your data. California residents can also opt out of data “sale/sharing” via cookie controls.
• File HUD complaints strategically. This is required for Pettable’s money-back guarantee.