PetRelocation.com

Complaint: [redacted] I am rejecting this response because:I booked my flight to Italy while in communication with my agent with Pet Relocation and they told me that all three pets would be able to fly on that day and be met in Italy by an agentThat is the service I paid for and what I signed a contract forIt was not until they changed agents on me partly through my booking process and last minute they informed me that [redacted] would not be able to fly on the same day as meBut I had still paid for all three of my animals to be assisted by an agent through customsIf this was not possible- and in fact only possible for the rabbit [redacted] as it turned out to be, the agent needed to communicate this to me ahead of time and issue a refund to me Regards,*** [redacted]

[redacted] forwarded me your message and I noticed the complaint has been closedI thought I would reach out to you instead with our responseWe previously spoke directly with Ms [redacted] with regards to her concerns and requestI have attached the correspondence between us to this email for you to reference As explained to Ms [redacted] , we believe we did everything we could to accommodate Ms [redacted] ’s specific schedule, budget, and of course the safety of her three pets accordinglyIt was originally planned (and noted on her contract) that the move would occur on a weekdayHowever, Ms [redacted] let us know after signing her contract that she scheduled a departure for her, [redacted] , and [redacted] to depart on a weekend earlier than the original departure date discussedBecause Lufthansa did not have availability for [redacted] to arrive the same day as [redacted] and [redacted] , this created a change in plans with the capability of customs clearance for all three pets as well as paperwork timingWe did our very best to set her expectations of this change ahead of time and offered our services at an additional cost to deliver ***, to which she agreedFurthermore, as we know changes and additional costs can be stressful when clients are moving, we tried to alleviate some of the stress by covering other additional costs that arose as a result of the date changeThere were additional services (boarding and weekend fees) that were not originally covered in her contractWe covered these in an act of good faith because we understood her budgetary concerns and level of stress at that time I think it is also important to note that Ms [redacted] reached out to us again to assist with her move back to the US in mid-OctoberWe offered to do what we could to assist her, but could not meet her budgetary needs at that timeShe, at that time, was not deterred from using our services again I hope this helpsIf you need any additional information from us, please do not hesitate to reach out to me directlyI am more than happy to offer more insight if needed Warmest Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:I booked my flight to Italy while in communication with my agent with Pet Relocation and they told me that all three pets would be able to fly on that day and be met in Italy by an agent. That is the service I paid for and what I signed a contract for. It was not until they changed agents on me partly through my booking process and last minute they informed me that [redacted] would not be able to fly on the same day as me. But I had still paid for all three of my animals to be assisted by an agent through customs. If this was not possible- and in fact only possible for the rabbit [redacted] as it turned out to be, the agent needed to communicate this to me ahead of time and issue a refund to me.
Regards,[redacted]

[redacted] forwarded me your message and I noticed the complaint has been closed. I thought I would reach out to you instead with our response. We previously spoke directly with Ms. [redacted] with regards to her concerns and request. I have attached the...

correspondence between us to this email for you to reference.   As explained to Ms. [redacted], we believe we did everything we could to accommodate Ms. [redacted]’s specific schedule, budget, and of course the safety of her three pets accordingly. It was originally planned (and noted on her contract) that the move would occur on a weekday. However, Ms. [redacted] let us know after signing her contract that she scheduled a departure for her, [redacted], and [redacted] to depart on a weekend earlier than the original departure date discussed. Because Lufthansa did not have availability for [redacted] to arrive the same day as [redacted] and [redacted], this created a change in plans with the capability of customs clearance for all three pets as well as paperwork timing. We did our very best to set her expectations of this change ahead of time and offered our services at an additional cost to deliver [redacted], to which she agreed. Furthermore, as we know changes and additional costs can be stressful when clients are moving, we tried to alleviate some of the stress by covering other additional costs that arose as a result of the date change. There were additional services (boarding and weekend fees) that were not originally covered in her contract. We covered these in an act of good faith because we understood her budgetary concerns and level of stress at that time.   I think it is also important to note that Ms. [redacted] reached out to us again to assist with her move back to the US in mid-October. We offered to do what we could to assist her, but could not meet her budgetary needs at that time. She, at that time, was not deterred from using our services again.   I hope this helps. If you need any additional information from us, please do not hesitate to reach out to me directly. I am more than happy to offer more insight if needed.   Warmest Regards,[redacted]