ComplaintsforPet Travel Transport, LLC

• Initial Complaint

  08/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After extensive online research, I reached out to this company in May 2022, looking for my pet to be transported from *************, ** to *********, ********** in July of 2022. After calling the Contact Information on the website ************************************************************************* ************** a very personable young lady took my information, assured me that the company could help and advised me to be on the lookout for a lady named ******************************* at **************. When ***** called me, I was honestly thrilled at the end of our negotiations because she promised me way more than I expected. We spoke several times over the next week and finally made an agreement that both sides were happy with. I was especially happy because once ***** found out I had 2 small children waiting for their dog in ********** she swore her life and her companys reputation and Pet Travel Transport insurance on our pups safety. The reason why I did not fly with him is because I have 2 small children and it would have been to much To handle. Gabbi negotiations led Up to her transporter relocating my truck and my dog as well. Unfortunately, the only possession that arrived was my truck. Pet travel Transport let my dog and my best ***** die. My daughter is 4 and she cannot understand where her ***** is. Imagine being in a new state without your homes protector for many years. Once Pet Travel Transport notified that my healthy dog died in the back of their vehicle, they began threatening the balance of the payment before they would deliver my vehicle. We initially negotiated to pay the balance in cash to the driver once they arrived. About a day after take off from my house my dog was dead. The driver and ***** began suggesting that my dog had a pre existing condition. Which in fact, he did not. We visited the veterinarian for his last check up in ******* and he had blood work done and was given a clean bill of health. Pet travel transport allowed my dog to overheat and die. $4,500

  Business response

  08/30/2022

  With all due respect to the complaintant, this review is innacurate and unfair. First of all, this transport was a private transport; there were no other pets on the transport, so the driver gave his full attention to her dog. At the time of pick up, the driver learned that the dog was given 2 doses of medication for anxiety by the owner prior to pick up; however, no fuirther medication was provided to or administered by our driver. The dog was picked up at 7pm in the evening. The vehicle was fully air conditioned and had 3 operating fans. Several hours after pickup, the dog started to display signs of anxiety, and it was brought to the front of the vehicle so the driver could see and comfort the dog. Every 3-4 hours, the driver stopped for walks and the dog acted normally with no signs of confusion or disorientation and returned to the crate with no objections. The owner was notified at these times with texts and pictures during each walk. The dog drank water at each stop and also had ample water in its crate; however, it would not eat during the transport. This is not unusual for dogs and cats to refuse food and treats when traveling. Less than 24 hours into the transport, the dog started shaking and the driver immediately stopped the vehicle, removed the dog from the crate, and offered comfort to the dog. The dog suddenly stopped breathing. CPR was administered with no success. The passing of the dog was a total surprise to the driver as neither the dog's anxiety nor its behavior rose to the level of medical attention.

  We have been and are in contact with the complaintant, conveyed our sincere sympathies and have requested information which we have not received from her. While the loss of precious cargo is tragic, there are risks involved with relocating a pet. Her dog was given the utmost of care from a very experienced driver. We have made every effort to bring peace to her family; however, we cannot assume responsibility for her dog's passing when the cause was not due to any negligence by our driver or to the level of care her dog received during transport. 

  ***********************
  Pet Travel Transport

  Customer response

  09/03/2022

   
  Complaint: 17715418
  
  I am rejecting this response because:

   

   I am disheartened by the reply of the owner of this company. First of all, why lie? Why make up false narratives just to try and escape responsibility for a failure on behalf of your company and employees. First and foremost my dog was a healthy lively dog. At no time was he administered any prescription medication before his pickup. For *** to falsely state that my pup was given a double dose of a controlled substance is a complete and hurtful lie.  We had no history of anxiety with this dog. My dog was friendly, he was outgoing and a joyous young dog. For him to die 24 hours into a transport is negligent. This company did not require a health certificate or any other documentation to transport Biggie because it was a private transport. However, I took it upon myself to have him screened by his veterinarian prior to this trip. He received a full blood panel without any parameters being out of range. I am the one who suggested I give these documents to Pet Travel as proof that my dog was healthy before me they took possession of him.  In the owners response she is saying that I have not returned documents requested by her?? I made the suggestion to show her these documents. It wasnt  anything she requested prior to travel or after the incident. I do not appreciate being made to feel like I am not compliant. They allowed my dog to die in the back entry of a van. There is no way a single driver and transporter can give a dog his upmost attention while driving. He was not aware that my dog was possibly overheating until he heard him yelp, and had to get off of the highway. By then my poor ****** was dead. My family is at an extreme loss. We paid $2k for this dog and over **** to this company plus an additional $500 plus at the veterinarian before transport. We appalled by **** response especially during our private emails she seems to be understanding and will to make a refund. I must also note. ***, the owner l, who responded was not at all involved with this ordeal. Just her employees. Any information she is submitting is second hand information.   We are shocked, devastated and disheartened by the way this is being handled. 

  
  Sincerely,
  
  ***************************

  Business response

  09/06/2022

  The dog in question appeared in good health when boarded and displayed no abnormal behavior during transport outside of nervousness which is common in dogs and cats when they travel.  Water was always available in the crate and also at every stop (3-4 hours) and the dog drank freely and urinated during these times. No signs of dehydration were evident. The incident happened suddenly about 17 hours into the transport with no obvious signs to the driver until a yelp was heard. An autopsy was offered to the complainant and was refused so no cause of death was determined, but it was not for lack of attention during transport. 

   

  The dog was individually creamated at our expense and the ashes are being returned to the complainant. 

   

  The complainant has been fully compensated according to her wishes including all veterinarian bills and blood work done prior to the transport. We have done all we can to bring peace to her family.

   

  Thank you. 

  Best regards,

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