Reviews

Review Details

• Review fromDanielle G

  Date: 02/27/2024

  1 star
  This was the worst experience of my life. The service cost thousands of dollars and they refuse to talk to you. I had to figure out all this paperwork on my own and only communicate through this stupid app. No customer service at all. By the time I realized how bad it was I was too far in and canceling would have been a major logistics problem. I will never use them again and I have communicated to my coworkers on our internal website relocating to ****** to avoid island pet movers at all costs. Absolutely horrible experience with these people. I read the negative reviews here and I really wish I would have read them first. Omg do not believe the 5 star ratings!

• Review fromCharles B

  Date: 01/01/2024

  1 star
  Paid for a chartered flight to ****, they cancelled last minute, and then shipped my dog attached to someone else's flight without telling me and expects the extra 3k in charter cost to be the same. Said they paid for her plane ticket as well hence the cost which is a lie was paid for by miles. **** rude and when I questioned the owner she was and said it wasn't in her interest to be transparent with me on what was going in with my dog. And as soon as I started questioning the cost she deleted my app access and all conversations in the app, and then proceeded to change the quote and bill online to not say charter and instead "flight companion" but stupidly left on the 300$ charter fuel cost. I also have screenshots of everything including the change log where she doctored the quote. I would not trust your pet with **** they even changed all my documents by the vet to have someone else's name on them, thank God they didn't ID check me to pick him up.

• Review fromSierra S

  Date: 07/19/2023

  5 stars
  When I moved to ****** with my tall and long105lbs fur child, I had the worst experience ever and it was because I did not yet know about Island Pet Movers. I was stressed, took months of planning, had a long travel duration, and need to bring someone to help me. It ended up being realllly expensive also. I was so nervous to ever fly back and ideally I would like to travel *********** easily and feel confident Simba will make it there safely and in good hands. ******, *******, and the whole team were SOOO amazing! I literally had tears of joy after my first meeting with them because I never thought I'd feel so confident in a companies ability. I spoke with a company prior and let's just say I am really happy I reached out to ******** for recommendations after that experience, and the amount of people that referred me to IPM took up about 90% of the comment section. My pup was loved on the whole time, I was communicated with quickly, efficiently, and thoroughly. Even when there was a hiccup that was due to the airlines, they had Simba back with them at the office in what seemed like 5 minutes, was able to switch flights/crates, and spend quality time with him and sent me updated pictures/videos. I have not stopped raving about this moving company and probably never will because I plan on using them about every 6 months.P.S. Also, if you have a large dog and you're trying to cut costs but the dog Has to go in cargo, trust me - it is probably less expensive overall using IPM still but you don't have the headache or feeling uncertain. There is no dollar sign on a peace of mind, and again - it is probably still less expensive. It was for me at least! Compared to me flying with him without a company and compared to the other pet moving company before I knew about IPM.Thank you SOOO much ******, *******, and the rest of IPM. I'm not sure how I would have done it with out you. We are forever grateful for your services.Mahalo ******************

• Review fromJo

  Date: 08/03/2022

  1 star
  Please read all negative reviews before making your decision! Make sure to read them across all platforms! The list of complaints go on and on and I truly feel they have friends and family leave bogus 5 star reviews to try to counteract the honest horrible one stars! I wish I would have read them! If I would have seen their poor responses to valid problems, I would have NEVER hired them in the first place! Zero professionalism, zero sense of urgency to respond to questions (they didnt even read half the messages I sent), and ZERO accountability! You can see the lack of accountability in their responses to negative reviews. Always the customers fault and never their own!They repeatedly ignored questions and when I expressed frustration, they started to blame us for not being patient and trust the process.Mind you they had already dropped the ball twice but I was expected to trust them?!?Do yourself a favor and keep researching! Dont waste THOUSANDS with these people! Not to mention precious time!Also, if you do decide to use them out of desperation, make sure you have screen shots of all conversations in the app! The owner deleted our entire conversation after us threatening legal action! Thank god for screen recording!They either need better employees or less clients because they CLEARLY cant handle the ones they have!One last thing, the completely unprofessional owner has responded on my other reviews and her response was to again push blame onto me, lie and stated they told me several times, lady, the most we spoke was when we had to threaten you with legal action to get our money back. Other than that you and your incompetent team had close to NO communication with me! If she had, they would have seen the messages telling them we had to stick to our timeline whether the cats had to quarantine or not! Then the cherry on top, she finished her response by calling me a jerk! Lol amazing!Literally go ANYWHERE else!

• Review fromj. p.

  Date: 07/05/2022

  1 star

  j. p.

  Date: 07/05/2022

  Horrible communication, owner is very rude and dismissive. Only get answers if you leave negative comments on their ********* Our 2 dogs were left on the tarmac for nearly 3 hours and no one could get ahold of them thru their "emergency" number. It's cheaper and less stress to just call air cargo and handle it yourself.

  Island Pet Movers

  Date: 07/07/2022

  This is a blatant LIE - and very frustrating that someone can post 100% lies online - I asked the client to show me his phone records where he called us - he declines, the airline states the owner did not show up on time to pick up his dogs, dogs were in the cargo office soon as they were offloaded from the aircraft. The pets were not left anywhere. Beyond frustrating that people can post complete lies with no repercussions. Owner's first claim was that they were not given the correct address, I resent them the fight information that was previously provided to them, which he signed off on (we have all clients sign their flight information to ensure they have read, and received it), which had the proper address listed, also I copied the link for website with the address directly from the airline's website, which was indeed correct, and again zero response when I reshared with the client. The portland airport is a tiny airport, cargo facilities are also very small, the owner just flat out didn't go get his pets when they landed because they did not arrive on time- this was no fault of IPM or the airline. AND NO ONE left any animals anywhere I take huge offense to this, as we strive to ensure all pets are 100% the top top top priority. This man is a complete liar who refuses to take responsibility for his own inability to arrive to the airport to get his dogs on time. There were NO phone calls to the emergency number and we have call logs to prove that, again offered to share and he goes radio silent. I will never apologize for telling someone they are being a jerk when they are a jerk. We didn't do anything wrong, we gave the correct information, we handled the dogs in ********, we made all bookings, we gave the correct addresses. PETS WERE NEVER LEFT ANYWHERE - lies for attention tells you the exact kind of man he is. LIAR and a BULLY

  j. p.

  Date: 07/07/2022

  In Jan 2020 I had left you guys a great positive review, (although now I'm going to delete it just to not allow it to be used for your marketing) as in 2020 your company did a good job. It's clear by your reply just the kind of person you are though. You are the one screaming and name-calling...but somehow, I'm the bully lol. I couldn't care less for your excuses or "attention" whatever that's supposed to mean. We had a good experience in 2020 and a horrible experience in 2022. Whether you agree or not is irrelevant. Thats what reviews are for. As a small business owner myself, I can't imagine treating customers the way you do, all it takes is reading a few pages of your reviews to see a common trend. You call everyone a liar, and you never take a single bit of accountability, apology, or anything. Which would have solved soooooooo many of these negative reviews. The simple truth is - You don't provide anyone a phone number to reach your company. Not the customers paying thousands, not the vets filling out forms for your clients, and not when actually flying. Your app - I know you think it's great, but its total c*** Messages go unreplied. If customer attempts to schedule meetings to get answers, your employees all decline the meeting. The only reason I was able to get a reply thru your app was after I complained on ********* And as soon as the comment on ******** was deleted, was back to radio silence. We pay you to make the move less stressfull. You failed at that. You can insult me. Call me names. Call me a bully or a liar, but that was our experience. My wife and mother in law waited at air cargo for 3 hours, and where there before the dogs flight even landed. The airline called that emergency number, I called that emergency number, and my wife called it. none of us were able to get thru. You are right though, the s**** up was the airlines, not IPMs, the issue was no one get thru, which is why I said it in my review. I don't care to see your "phone records" as its done and over with, nor deal with your attitude or rudeness. When we were stressing, your company dropped the ball. Insult me as much as you want, all it does is show your true colors. Buyer Beware. I know our dogs are our family, which is the only reason I am bothering to waste time reviewing. If it saves one family the unnecessary stress, Im happy. And to the owner - Respect, communication and compassion would go a LONG way in making considerably fewer negative reviews.

• Review fromJeffrey F

  Date: 06/04/2022

  1 star

  Jeffrey F

  Date: 06/04/2022

  They apparently missed placing our dogs on a flight because they were "confused about flight times," as they put it. Our dogs had to endure waiting for 6 additional hours in a crate. Due to the flight change, they also had to endure a 6 hour layover in another state. When the "founder" **** was confronted about the issue, she was dismissive and unemphatic about the stress caused to both pets and owners.

  Island Pet Movers

  Date: 06/06/2022

  This forum is being used to post blatant lies - I can post the entire chat and phone recordings with the client.My driver misread her check-in time, and we missed a cut-off for a flight. I called the owner to explain and profusely aploigized as my driver also apologized. I offered to fly the next day and was told his husband already had plans for the night and could not take his dogs back. So I said ok we will have to route them to ******* via LAX in order to fly out on this date. He was also mad that if they landed later in the morning he had furniture being delivered. So we said ok we'll have them arrive later in the day. I offered to have them delivered to his new home in ******* again no cost to him as a way to show how much we truly were sorry our team missed the check in. He stated he wanted to go pickup the dogs. He agreed to this routing, after we were already checked in for the flight he called and said his husband would take the dogs, however it was too late to pull them off of the flight we had already checked in for. We owned this 100% and it was a MISTAKE - so to fix our mistake when the owner told us his husband could not take the dogs back, we booked them on another airline, and paid for this cost, this cost us more than $1175.00 over and we never once asked them to pay this fee. We apologized at least 20 times, both in writing and on the phone, we sent pictures at every step of the way, including at the connection, showing the dogs both rough housing and playing together. The dogs were not stressed, the owner is making accusations that are untrue. In addition to that he berated my employee, demanded I reprimand her for her error and proceeded to call me drunk on our after hours line to yell at how upset he is, kept ****** up and redialing until I had to turn the phone off. We operate on 95% error free and we love what we do, we are still human and when a simple mistake of a missed check in happens, we make it right. But being berated and screamed at and told we are treating pets as luggage are uncalled for. We love all pets and this is why we jumped and made the new flight booking and paid for this error. I was in no way dissmissive or empathetic (pretty sure thats the word he's trying to use) - I could not have aplogized more, but I am not going to fire my employee for a misunderstanding on a check in time. We even offered to have them delivered to his I was never "confronted" as I was the one who personally reached out to the client via phone on a recorded call to let them know the driver missed her check in and explained what the options were since the airline would not allow us to check in late (by the way she was 15 min late- the airline is very strict and we do know this, she read the time wrong, and made a mistake)The client got mad when I refused to endure his drunken call on my emergency line after hours and this is what has happened since. We are pretty amazing at what we do, but we are still human, and in an instance where we owned our mistake and apologized that we had to take a different routing, instead of understanding and ****** we have a man who demanded my employee be fired.His dogs arrived to him safe and happy, which is what our job was to do. Flights often will be delayed, rerouted, even cancelled, its part of air travel and ***** and acceptance of human kindness is what is needed. My employee felt terrible, she did not need to be berated and called incompetant and accused of treated pets as luggage, that was totally uncalled for, unkind and untrue. We LOVE pets and that is why we do what we do, but we are human, we will make some sort of a mistake, but safety of a pet was never an issue.