ComplaintsforAirpets America

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company claims to be able to offer pets transportation services such and booking arrangements to have pets transport via airfares. I recently had to relocate to *********** and made reservations with this company have plenty of email and texts with this company and the story keeps changing on why they can not book a flight for me pet. Its overwhelming to type however I have email and text evidence on how Ive been scammed I did pay a deposit and truly believe this is a scammer website.

  Business response

  09/01/2022

  We have been in constant communication with this client and his dog was sent to *********** on 8.30.22 and was reunited with his owner.  There were several issues that kept us from being able to book the flight for this client.  The main delay was that the client ordered a crate and did not receive it until 7.29.22.  Unfortunately, he ordered a crate that did not match his pet's requirements based on our instruction and we had to locate a larger crate for him.  We were able to do this on 8.9.22. We requested a flight date of 8.11.22 but the airline could not accommodate this date and offered 8.18.22. The client did not want this date and requested 8.29.22.  We were able to accommodate a late check in on 8.29.22 with an arrival on the 8.30.22. His dog arrived safe and sound and was reunited with his owner.  We requested that he remove this complaint as we feel we did everything in our power to provide his pet's transportation as quickly as possible. We have not heard of any other concerns.

  Customer response

  09/02/2022

  Complaint: 17711472
  
  I am rejecting this response because:

  There is partial truth in their statement. But they are not taking ownerships in the poor instructions provided prior to trying to use of this service and did not offer any type of discount or concessions  due to their poor **************** and delays with getting a flight confirmation THEY costing me hundreds of dollars almost a thousand dollars more due to the poor execution of their planning when my original order wat to flight my dog out 8/4. I had to pay more dog boarding fees, vet visit fees, change the crate size as their instructions were not correct the 1st time. Flight kept mysterying canceling or then the excuse was my crate was incorrect or that my dog vet visit as not within 10days. It seems like they had scammed me and were given reason why his flight was not happening. 

  it was not until I submitted this complaint that they start to provide a service and started to complete the job. 

   

  I will say the service was finally completed however I do have concerns that other potential clients will have similar experience where they take down payment but do on actual make the transportations happen. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an entire thread of emails I would love for you to read . I do feel like Airpets America was trying to steal a few hundred dollars from us. I could only imagine how many people they have done this to. I have included screen shots and pictures In These emails . We paid a few thousand dollars to ship our dog from Virginia to hawaii . We are military . We were told somehow our dog got fleas on the way and he also missed his flight . He was also visited by a travel vetenarian telling us he was infested with fleas but when I called the airline where he was staying that gave him the flea bath they said he was not infested . But that the bath was requested .This doctor and angel *** were trying to cop us out for $800 more because supposedly he was infested with fleas and had to stay another day .We kept getting charged more money . We then spoke to the boss I will include the thread I had with her too ,where she said she would investigate and read what I sent her . I know she never did because she never got back to me like she said she would and she never refunded me the money like she said she would . There is proof they were trying by to ***** me out of $800 more dollars from the almost $5000 we already paid . Please read the entire thread . Im trying to figure out how to forward the emails to you . For now I screenshot the email that gave my family the red flag . After phone calls to everyone and nothing adding up . The transport van had other animal and two cats had flea colors while my dog was in their with them . I also have pictures included of the dirty van with a rug . Wouldnt flees get on that if supposedly he got some all of a sudden even though I still have no proof . We also have all his vet record since he was a pup of how well taken care of hes been . Never ever has he has fleas .

  Business response

  02/25/2022

  This move consisted of two parts.  The first half of the move was a ground transport from ******** to ***********. The second half of the move was a flight from *** to ***.
  
  Normally we require a health certificate before the pet leaves its destination and those charges would be paid directly to a vet of the clients choice in the destination city.  Because the dog, (***) was being driven from Virginia to ***********, and that trip could have taken as many as 7 days, we told the client they would most likely have to have a health certificate done twice, once before departure in VA and again before departure from **.  Health certificates are only valid to an airline for 10 days. We waived the initial requirement of a vet exam and health certificate in Virginia at the customer's request because they did not want to pay for 2 health certificates. All other pets in the shared ride had their health checks prior to pick up.  
  
  *** arrived in ** on 4/17/21 and was seen by the **** accredited vet who stated that the level of infestation would not have occurred during the 5-day road trip. The vet is a third party not employed by Airpets and is a required part of the process. We shared the vets contact information with ************** so she could speak directly with him.  Although I realize she did not agree with him after having talked to him directly, we cannot counter what the vet finds during an exam. The vet has the final authority to determine if a pet can travel. The fleas caused the vet to re-do the exam after a flea bath and treatment. This caused a delay and required and additional night of lodging for ***.
  
  Although Airpets was not responsible for **** flea issue, I told the ************** that we would assist in the cost because if we had required the client to pay for the initial vet visit in VA,as is company policy, the flea issue would have been uncovered and this delay and additional cost would not have been incurred. However, the client would have had to pay for two vet exams and health certificates.
  The total additional cost for the flea issue was ****** and we paid $355.00 of that cost and asked the client to pay $135.00. 
  I personally discussed all of this with ************** on 4.18.21 and told her what we were willing to do for her frustration and she paid the additional $135.00 after our discussion. I am surprised that there is still an issue and unsure why she feels something is unresolved.  There is no justification for her claim that we charged her $800.00 additional or that we were trying to steal from her. I have attached a detailed breakdown of costs.

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