ComplaintsforAir Animal Pet Movers

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Date of transaction: $3,567.50 on 1/6/2024 and $2,067.50on 2/26/2024 - Business committed to provide to me pet relocation services from ***** to *******, Japan. - I was originally quoted for 2 dogs, however, 1 of my dogs ran away and we were unable to find her, most likely passed away. The company did not update my estimate/quote after I notified them we would only be relocating 1 dog instead of 2. Company threatened to not let my dog fly when I asked for an itemized invoice or updated quote. Company threatened to not let my dog fly if I did not pay. Pet move manager said the dog that died was smaller so only cost $1,500, but again at no point did she update the quote or show me any kind of itemized invoice of what I was actually paying with the additional $2,000. - Business did not try to resolve the problem. I even reached out to other pet move managers and received no response. - Quote number: AAIQ83250 - Does not involve advertising. - Company does not have customer service email or means of contact. - I am active duty military and required to report to my new duty station by a certain date, which is why I used a pet relocation company in the first place.

  

  Business response

  03/12/2024

  ************** filed this complaint prematurely as reflected in the date of my correspondence to her. While she asserts contacting other move managers - she actually reached out to our general information email ********************************* resulting in a 24 delay prior to it reaching my desk. Her assertion that her pet was not allowed to move until payment was made is a reflection of her either not reading the contract she endorsed by down payment or not understanding the first paragraph that reads "The balance owing will require payment in full 10 calendar days prior to the scheduled flight date." She, in fact held out payment until the actual day of travel. This business rule was made as the result of less honorable pet owners who would refuse final payment after their pet arrived at the destination.

  ************** did receive the $1,500 price reduction detailed in the Feb 26th email she included in her complaint as a result of the the loss of her dog in her parents care. Our automatic payment system reflected the reduction in the final payment due. There appears to be a lack of understanding on her part as to how airlines bill for live cargo (by size, weight and availability), consequently feeling slighted by the reduction. Further she is under the impression that Air Animal received excessive or most of the funds for this move. My correspondence includes a marked-up (detailed) invoice showing the modest Air Animal fees ($795) as part of the whole $5,635 (final) invoice (original contract $7,135 before reduction was applied). 

  While Air Animal appreciates ****************** service to our country (her move manager is a Navy vet), this complaint is a result of her impatience for resolution, profound lack of appreciation for the extraordinary efforts made by her move manager (given the remoteness of the origination and material time difference between her and her pet) and her apparent misunderstanding of contractual commitments.

  Customer response

  03/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I still think they are a sorry excuse for a company and provide terrible customer service. They would rather make excuses than take accountability and ownership of their employees actions. Not mentioned in the original complaint, my pet move manager gave the wrong date for our flight. And I couldnt email any customer service representative because they dont have any listed on their website. 
  

  Not to mention the condescending, rude, and unprofessional tone the response to the complaint is as well as the email I received personally. 
  

  They will never change so theres no point in me fighting any longer. I dont care about the refund. 
  

  All I ask is a proper invoice for what I was charged for reimbursement purposes. Not my original quote with scribbles of discounts. A professional, proper form of a receipt or invoice of what I was actually charged and paid for the relocation. If its even possible for them to generate a proper statement. It shouldnt become my problem if they dont understand professional business standards and practices. 

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had requested for one of the company's services, the pet health certificates to import my pets into *****. I received my quote and was told that the agent assigned to help me was ***************************. When she got in contact with me I requested a phone call to which she agreed. First, I never received the call from her and had to call myself. Second, when she answered the phone, she was eating. I expressed that my pets would be travelling as carry-on and she made to seem like she was taking this information down. I expressed my concern regarding a form that is listed on the import website from APHIS and she said she would look into it. She kept pushing I pay the quote immediately and I told her I would like to know about the form first. She assured she would look into it. Almost a month goes by and I hear nothing from her. I contact her telling her I would like to switch to another agent as I dont' feel she has my best interest, or is interested in helping me at all. She replied telling me that pets cannot fly as in-cabin into *****. This was not only a completely different matter, but a blatant lie. The most insulting thing about her statement was that she waited for me to contact her almost a month later to bring this information up, information I had provided her on day one (it was also written in my additional information of the quote request). I strongly believe she was waiting for me to pay for the ****************** services so she could tell me this and try to fool me into paying more for services I do not need (shipping pets as cargo) at the last minute, so she could take advantage of a customer in panic. I requested another agent from the company and they have yet to get back to me. I think ******* has something to do in that matter.

  Customer response

  08/25/2023

  I want a response from the company and for this complaint to go on record.

   

  

  Business response

  09/14/2023

  ************** reached out via an email to **************** **** to do a Live Zoom Meeting as her request in the Complaint to the BBB she wanted a respond from the company.

  As of this moment there has not been any answer from **************** ****.

  ************** will be out the following few days for Medical Procedure.

  He still would like to set up next week, if possible, a Zoom Meeting with **************** ****.

  We would like this matter to go on record as we have attempted to reach out to **************** **** and would like to resolve this matter.

  Customer response

  09/14/2023

   
  Better Business Bureau:
  

   

  I have replied to the business owner's e-mail. While conflicting information was given here and on the email regarding the dates, I've accepted their offer to have a zoom call to solve the issue. 

   

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** De La *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩