ComplaintsforLuxury Pet Transport

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid this company in May 2022 to reserve my spot for June 2022 to transport my dog and cat in my vehicle. The company happily took my money and didn't bother to show up on the day they were scheduled to transport (and this is after they rescheduled with me several times). The owner than contacted me via email later on to state that all his drivers had covid, however I didn't receive a refund after requesting a refund. I actually never heard from the company again after requesting reimbursement! I still haven't gotten my money back. I'm a disabled veteran and the entire ordeal with the company plus the process of having to drive my family and pets **** miles myself made me extremely ill. I have Gulf War Syndrome and I have only recently started to recover from a very long flare-up that the stress this business caused me, which is why I did not file a complaint earlier.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company stated a private van was part of the package with a special bed and a driver and a vet tech. The trip down to ******* was not in a van because of mechanical problems. So for the return trip to PA they gave me a better price. Again, a car was provided but not a van. The were suppose to pick up the dog on Monday but for some reason the transport started on Tuesday. During the trip they changed drivers because of some type of problem. They never called me to let me know. The dog was dropped off at a friend's house without any of the supplies sent with her...food, dog dishes, and medication was missing. When she got there she was very unsettled, thirsty and proceeded to get sick.The company did send me the medication but none of the other supplies. Also, I was concerned that the company never contacted me to explain the situation. I trusted them with my dog but not certain they treated her in a humane way.

  Business response

  05/22/2022

  We offer van services for XXL pets that are going to be transported inside of a kennel. This was not the case. Yes, the original trip took place inside of a 2019 C ************** **** and I can assure you that, ******* was treated like royalty and was very comfortable. The reason for the vehicle swap was because the original vehicle was stuck on a snowbank in *********. We did what any company would do and made the trip happen. This is the transportation industry so delays do happen, but we understand that this can be frustrating. We communicated with ***************************** about the delays and the steps that were being taken. As for the return trip back to ************ from *******. Our office is situated in *******, *******. The purpose of this was to swap drivers and use a larger vehicle so, ******* would be as comfortable as possible for the remainder of her journey. The day after ******* was dropped off, we overnighted the items that were left in our possession as we stated we would. Since we have been in business this is the first and only complaint that we have received. The services that we were hired for were performed on both ends. We understand that we can't make everyone happy, but we go out our way to ensure that we do our absolute best and that each pet is delivered safely, happy and especially treaded in an above and beyond humane way. 

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