Animal Health Products
Orthopets LLCFind BBB Accredited Businesses in Animal Health Products.
Reviews
3 Customer Reviews
Review from Sara S
1 star04/22/2024
Very bad service and ambiguous communication. I wasted 10 days just communicating with unprofessional team who doesn't answer questions yet overwhelm you with copy-based generic answers. Braces should be put on dogs's limbs as soon as possible for a successful treatment. ****** sent me a huge email contains information I don't need talking about technical terms like a fiberglass. sending a video about what is a fiberglass is which I took more time to watch thinking that I am the one who is supposed to do this process because he was not clear telling me that it's not my job and it's supposed to be done by veterinarians. Why sent it then? He neglected to tell me that what they call a costume designed brace is not really custom designed . He just told me that my dog could be a candidate for their new brace. At this point, I was so annoyed by that dry and intentionally misleading communication and I had to tell him, please explain to me like I was four years old why I would choose your new brace over the other one, still no proper information was giving until I sent the pictures. they told me that my dog is not a candidate for a costume designed brace because of her build! I thought that's what costume designed means, it should fit every build! It's IN the name! The new brace they offer is like any brace you would buy online after measuring your dog which I would have bought long time ago and saved myself and my dog the waiting yet you have to fill another form and go to a vet to mold it on your dog Teach your employees clear communication. 10 days and we didn't even place the order. The fiberglass should be done by a vet yet there is no list of vets you work with in every city.The important information that should be In your first response to a client inquiry is 1) our costume design is not for every dog's build and we will decide that after sending the pictures but we offer another brace that you buy online after measuring your dog2) we dont have vets in your city
Orthopets LLC Response
04/23/2024
Dear customer,
We're sorry that our customer service was not up to your standards. At OrthoPets, customer service and helping animal's quality of life is our top priorities. We strive to provide as much helpful information to pet owners and veterinarians to ensure the best solution is chosen for their pet. Animals come in many shapes and sizes. Given certain anatomy features on certain breeds, it can be impossible to fit device components on a leg for the device to function properly, while being comfortable and therapuetic. Our staff would never sell a device to a pet owner or veterinarian if we had concerns that it would not work. If that is what you're looking for, there are many other companies out there that will. At OrthoPets, we're on a mission to help, not harm animals.
We work with many amazing veterinarians all over the world. They can be found on our website: ************************************************** It is out of our control to have an experienced veterinarian in every region of the U.S., although we would love that. Many veterinarians who are not on our website, can still help with the process of getting a pet a brace. We have wonderful instructional videos on our website for guidance. There are plenty of competitor brace companies that do not require a vet. We believe the best outcome is under the guidance of a professional.
Just like many other custom products out there, our process can take some time to ensure we're getting it right. Our devices are handcrafted by professionals who take pride in the details. Since we do not see pets in our facility, we require a fiberglass mold to make an exceptional fitting device. We believe that providing the customer with as much information as possible is important when discussing bracing as an option for a pet. Bracing is not a magic solution and can have it's challenges. We want everyone to be well-informed.
We wish you and your pet the best and hope you're able to find a mobility solution that provides what you're looking for.
Review from Marcia P
1 star06/10/2023
I wish I could give OrthoPets a zero rating. I paid thousands of dollars to get my dog fitted for his braces and then had to pay hundreds of dollars Vet bills to heal the sores my dog got on his leg from the braces. OrothoPets will say they will work with you and that the braces will fit. Do you not believe them. The braces, I received, are not worth the money I paid and now I use a Orions braces as doorstops because thats all theyre good for. I wish someone would have warned me about OrothoPets before I spent thousands of dollars on a product that caused more harm to my dog than good. I wish I could post the picture of the sores on his legs that the braces made.Review from Steven S.
1 star10/06/2022
Entire experience with this company has been extremely disappointing, costly and unacceptable. To determine eligibility for a prescription OrthoPets device for a senior rescue dog we fulfilled our obligation by providing complete veterinary documentation including post--surgical reports, x-rays, still images and multiple videos to illustrate the dog's mobility problem from a lame rear left limb. With all of this information OrthoPets should have had the expertise to recognize that their recommended stifle (aka knee) brace would not resolve the dog's mobility problem and actually worsen stability by transferring more stress to the post FHO surgery hip. With each step the Orthopets device was causing the dog to collapse awkwardly, buckling his hip at dangerous angles. Any further use of the Orthopets stifle device would had led to injury, so the device was returned to Orthopets with the expectation that they would provide an alternative device or refund.Our total out of pocket costs exceeded $1,400, all in vain to try to help a senior rescue dog with his disability. Not to mention that this operation spanned over 2 months during which time the dog could have benefitted much sooner from an appropriate apparatus as subsequently provided by another specialist company. After the failure of the Orthopets device, at he recommendation of our veterinarian we purchased a rear dog wheelchair, which has worked out very well and given the dog the mobility that we had been hoping for. Orthopets is apparently not capable of making professional objective assessments of injuries over their interest to sell very expensive devices whether they work or not. They collect full payment in advance. They did stand behind their service or product when the outcome was unsuccessful. Since these are considered prescription devices and one would expect a medically-sound evaluation and product, we will be reporting Orthopets to the BBB as well as multiple veterinary associations.
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