Here is an exact copy of the email I sent them, which details my experience.
I am writing today to demand at least a partial refund, and some serious consideration on your part over the reprihensible manner in which the transportation of my puppy was handled. The price I paid to have Yogi transported from Missouri to NYC was not small, but considering we had used your services before, I was comforted that I would have a "...professional driver who is dedicated to giving your pet(s) the same love and care you would give them, throughout their trip." However, this is not the case. Firstly, I was told I would be contacted 24 hours before the pick-up and 24 hours before the drop-off. This did not happen. Instead, I had to send multiple emails regarding when the window was, and was not told until the DAY OF, both times. I later found out both phone numbers Sherry [the driver] had for myself at drop-off and Brett at pick-up were incorrect. I was left hanging trying to set up a cross country move, when the contract promised me otherwise. Although frustrating, this lack of communication and organization was not much of a big deal, but obviously turned out to be an indicator of what was to come. Secondly, Yogi arrived covered in his own urine and feces. So much so that we had to bath him THREE TIMES in order to get him clean. I understand having a puppy in a car for the half the country means he won't arrive spotless, but to have his fur matted with excrement is unforgivable. It's also a sign that he was not walked four times a day (as promised in the contract), or taken out of his "USDA certified, sanitized travel crate," and if he was it was not cleaned. To keep a puppy locked up, on the road for three days straight, without any care or attention, covered in his own waste is vile and abusive. I honestly should report you, I have never felt so disgusted in my life with the handling of a puppy. Especially when I was promised he would be loved and looked after by someone responsible and caring. Brett also sent a folder of Yogi's shot records and paperwork, which I never received, again indicative of poor organizational skills on the part of the driver. Lastly, the driver's behavior was questionable. I was asked to work a double, and since I received no 24-hours before phone call about the drop off window as promised, I was unable to get out of it. Two of my roommates received Yogi for me, and both called me, concerned for the well-being of the dog and told me that "She [the driver] seemed as though she was on drugs." Furthermore, when I asked Brett if he had forgotten to send Yogi's paperwork, he said, "Did you not get the folder I sent with all of his paperwork? His records were in that. If not, I'm not surprised. That lady was a total kook." All in all, I paid a high price for the promised high quality of your service, and to say I am both livid and disappointed is an extreme understatement. I cannot begin to fathom how many other dogs and puppies have been subjected to such dismal conditions as the ones Yogi suffered through. I will not be recommending this service to anyone with ears to hear about the poor quality. This is truly shameful. I await your reply, some sort of explanation, apology and refund.
I was promised a written reply within 30 days. When I had still received nothing, I sent an email inquiring why they had, yet again, failed to provide me with promised services. I was met with an attitude by the owner, Jill, who responded that she sent the mail and I just "chose not to get my mail," and that "NO there will NOT be a full refund." I never received it, but this is not Jill's fault as she did send it and provided me the tracking number as proof, sent out two weeks into the 30 day time period. The post office in my area is very notorious for not even attempting to deliver packages. However, why did I not receive the tracking number in an invoice when it was sent out? This is what most professional businesses would do, provide at least some kind of notification or invoice, especially when handling a situation already soured so badly. They refunded me $50 for "puppy grooming." A month too late. The fact that I did not receive even a partial refund of the $650 I paid, considering the appalling condition my puppy was delivered in, is astonishing. This is intermixed with veiled responses to my complaints, for example, "I can tell you, Sherry is not on drugs, Ms Sherry is a country girl without the big city flash and flair." Uh, I spent most of my life in Oklahoma, I can tell you drugs are especially prevalent in the country, and why did two different people, one in Missouri and one in Brooklyn, describe her as seeming that way? But, that's beside the point. To be fair, this could have just been my driver, and not the service as a whole, but this is my horrifying experience, and I was unimpressed by the way customer service handled it. The $50 is being cashed and sent to Joplin Humane Society. Beware. read more
