ComplaintsforPet Express
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Pet Express is a torture chamber for puppies that come from out of state puppy *****. It is inhumane that they keep these puppies in a glass cubby, no water, no food, no socialization!!! They are only open from 11:00 to 6:00 PM. How can I help to shut this horrific dog shop down??? Please call me to put me in the proper direction. Thank you for anything you can do to help??Business response
07/25/2023
Hi there - thanks for your message. Unfortunately this complaint is not related to Pet Express. It has been a common scam in the past for fake pets to be sold over the internet and the scammers say that we are shipping puppies. We dont ship puppies , we dont ship pets domestically and we dont take payment with western union or ******* cards etc.
You can read more about these in our website or by googling puppy scams . It is sad for the person that has lost money but super frustrating that a hard working family business like us has our name dragged through the mud by these scammers .
******************************************************************
Best Regards
**** Speciale
Initial Complaint
06/24/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Pet Express (PE) located in **********, said it worked with a contractor in the ************** area to help with the relocation of my dog from ******** to ******, *****. Per PEs instructions, I was to be at the designated area at *******************) at 11:45 on 6/21 because my dog had to be checked in by 12:25. PE gave me the incorrect address at *** and could neither provide more detailed directions nor connect with the contractor. A manager in PE named ****, called me to say *****, the contractor, was finally on his way, and that PE was completely at fault for the situation. The contractor, *****, didnt arrive until 12:20 and my dog was finally checked in by 1:20. ** was never able to direct me to the correct location; my friend eventually found it after asking a number of airport employees. ***** said PE never booked him after he submitted a quote for his services. He emailed multiple times and never heard anything. PE said not to include anything in the crate other than the water/food bowl attached to the door, which was incorrect guidance. KLM was not going to let my dog fly without a large blanket or bed in his crate and luckily ***** had a blanket I could use for the crate. I emailed and spoke with PE a number of times about the ****** customs form. PE originally emailed me the form on June 12 and I returned it on June 13, with a note in my email saying I wasnt sure if there were more information I needed to provide because the form was in ******* and difficult to understand. PE didnt know what needed to be filled out and could not provide answers, and told me to speak with the ****** contractors instead of **** emailed **** on June 22 to express my dissatisfaction and request a partial refund for services not rendered. I paid nearly $4800 for PE to move my dog from ******** to ******. I expect Pet Expresss handling fee ($950) and the check in/lodgment at *** fee ($570) to be waived.Business response
06/26/2023
HI there BBB, thanks for your email to the client complaint. We are currently working and have come to a direct agreement with the client for her partial refund. I would like to note that our supplier in Washington had dropped the ball on this job that was the ultimate snowball effect for an unhappy client, but the client booked services with Pet Express and it is our responsibility to ensure that our partners live and breathe excellence in every job that they do for us.
************************* = Pet Express .
Customer response
06/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and negotiated a more fulsome refund directly with the company, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.