Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This company cannot be trusted. They were set to pick a dog up for us in an SUV. During a heat wave, they showed up in a tiny sedan with weak AC. We denied the sedan and were promised a new SUV the following day; instead, they showed up with the same driver after promising a new driver was on the way. We refused their services as it was beyond unsafe, and now the owner is refusing to refund our deposit for his own mistakes. They stole over $900 from me and will not return it! They will also risk the dog's well-being, putting them into unsafe vehicles. Someone's personal sedan is NOT how you professionally transport animals. Others warned me about these issues, but I took the risk and learned the hard way. Transporting animals requires extreme trust which this company deserves none. I would like people to know that they are risking animal's welfare and that they will also steal your money.Customer response
01/23/2023
Complaint: 17678332
I am rejecting this response because it is only partially true. After we rejected the sedan, due to not being what we ordered, he promised us that he would send a new van the next day. He did not. He sent the SAME SEDAN and wasted so much of our time! We denied it again. We never ordered a sedan. We ordered a VAN. We also never got our money back! I want a full refund for the money we paid this scammer.
Sincerely,
*********************Business response
03/02/2023
This is ******* from Skylars Pet Transportation this email transmission is in response to a complaint filed. I'm unfamiliar with the gentleman named **** but when this claim was filed it stems from a repeat client who used our services multiple times in the past. I have a record of the text thread that I can include. This repeat client named April from Bunny Buddies called me frantically to request transport. She asked for different quotes from **********, ************** to ***** & also to **********. We assigned a driver to assist with transport and we always let every client know it is impossible to give exact times because of weather, traffic construction, etc. Once the driver arrived the client complained to me stating that the driver's vehicle didn't have the proper air quality flow according to her standards. I then had the driver return to ******* ******* to retrieve one of my cargo vans. After the driver returned to ************** with a **** Transit 150 the client stated that she had to make other arrangements minutes after the driver arrived. The client called me afterward and stated that she didn't want to use that driver. Our driver traveled 15 hours in total 888 miles back and forth. The client called me & I let her know I was currently at the hospital because my 3-year-old daughter was stung by a spider. She then stated that she wanted a full refund. I let her know that 1st we have to pay the driver for the work that was done along with the gas that was spent. I told her we can work out the numbers to get an accurate account of what was already spent. She then started to have people leave a comment on our social media ****** reviews and better business bureau. The client paid funds through a credit card and I even explained to her that the funds haven't even been posted. This being a repeat customer with multiple trips completed successfully in & out of ***************** and ****** I tried to get to the root of why she didn't want to let our driver complete this transport. We are an equal opportunity that doesn't discriminate against our driver's sexual orientation or race. With all of our transports, we give the client a real-time app named life 360 to track the driver's progress so clients don't continue to call the drivers while they are trying to get to their destination. I am an African American business that has personally flown to ******* ********** then crossed into **************************************************************** to help this dog rescue save 40 dogs from ***** while renting 2 cargo vans for this same client. I also flew into ******* again and rented a cargo van to help save 10 additional dogs that were flown into ******.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.