ComplaintsforB & L Lively Pet Transport

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I paid for pet transport services with this company. After multiple messages and attempts to check the status of our service we were complete ignored for days. When I called the number listed on the Facebook page they told me I had the wrong number. So I called the other number on the business card and was told multiple excuses including the couple split up and that he was in the hospital and didn’t have the details of the trip and when o asked for my money back was almost immediately met with aggression and vulgar language to include “**** *** * ** and was told to **** ** **** *****” and eventually was told I wasn’t getting my money back because I had no sympathy for his situation. My wife and I paid $900 for this service and It isn’t our problem that they split up or got sick leaving clients hanging then being completely disrespectful and refusing to provide the service or refund the money is not how to handle either of those situations.

  Business response

  07/27/2023

  This person has a standing credit with our company of $675 after hiring our company to transport their family dog and cat for $900 then deciding to do it themselves instead.  They were contacted the day of pickup by the owner to confirm the pickup address prior to pickup. (Standard practice) This was for the rescheduled transport. The customer became belligerent and started cursing at the owner which was met with the owner hanging up as we do not tolerate abuse of any kind. (As a matter of fact, it's grounds to refuse service.) Our company policy does not allow for refunds. Our policy states that we reschedule. The wife of the person making this complaint was told this and chose to reschedule hence the phone call the day of pickup. They still have a $675 credit, but we don't do refunds no matter how much you try to Bully us or threaten us. They can kindly reschedule at their convenience. Thank you for bringing this matter to our attention. 

  Customer response

  07/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  this is a lie. Both parties listed on the business card behaved disrespectfully. Used foul language and made the threats and made excuse after excuse as to why they did not answer. As you could see from the screen shot this was a time sensitive delivery and there was no response because of a domestic dispute between the two owners. They did not respond by the time of service and when confronted I was met with hostility. There is an entire Facebook page regarding their egregious and dangerous behavior. We had no other choice than to get our animals ourselves. The dog being my service dog I needed her with me and the cat was running out of prescription food. 
  

  the main point here is the domestic dispute between the two of them is not our (customer) problem and if they were unable to complete the service because they couldn’t get along than they needed to make the situation right. 
  
  Sincerely,
  
  ****** ****

  Business response

  08/01/2023

  Per our previous screenshots,  they stated they picked the animals up themselves. We told them we do not offer refunds that we'd be happy to credit them and we have. This is our company policy and the fact that they're unhappy with it is inconsequential to us. They have a standing credit of $675. No refunds will be offered. If the customer wishes to use their credit, they have been given very clear instructions on how to do so. We have no further response to this claim. 

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  they forgot to mention they were in a domestic dispute with each other where the husband got violent and attacked her. She left and he was claiming that he had no idea he was supposed to make a pick up on the scheduled date. And when I told him that if he was not able or capable to complete the service that we were under a deadline for then he needed to refund us for services not provided. At that point he became verbally aggressive and vulgar telling me to **** *** * ** and to **** ** * ***** and then refused to work with me refund or service all while yelling at me for what seeming was he didn’t like to assume responsibility for his actions. There are Facebook pages dedicated to his violence and drug use. I just want them to do right by a customer but I’m assuming the money is already spent and they can’t afford to issue a refund. It’s my fault for hiring a I responsible family run business by not doing my research. At this point I’m gonna let the situation go cause I’m continuing to argue with drug addicted untrustworthy shady people.  
  
  Sincerely,
  
  ****** ****

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