Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our move from ******** to ***** with 4 pets was derailed by poor communication from ***. Due to a holiday we didnt know about, our dogs flight had to be changed. Then we were blindsided by customs issues 12 hours before departure. Blamed for errors we werent warned about, gaslit, and finally blocked after requesting a refund. They also claim to be extra helpful for veterans moving and there are several other reviews stating that they have also felt they have been taken advantage of.

  Business Response

  Date: 05/20/2025

  We were hired to ship 1 dog from ******** (DTW) to ******, ***** (AGP). I have uploaded the contract and our terms and conditions. 
  As you can see on the contract, only the Pet Relocation Logistics & Planning was selected.  On the second line of this section, we state Dates cannot be guaranteed.    If you scroll to page 5 of the contract, on March 28 at 10:28 AM, we provided the payment link, and the following info again KNOW BEFORE YOU PAY! Your pet(s) MUST travel in the crate size listed on the contract/quote or the rate will change. Dates CANNOT be guaranteed.
  
  The pet was booked to fly on Apr 30, which is the date the owner requested. However,the pet could not arrive on May 1, so an overnight connection was required. The airline representative in ****** (AGP) emailed the client to let them know (attachment labeled Email from Airline). The client confirmed to go ahead with the layover, and arrival into AGP on May 2 (attachment Misc.). 
  
  On the night on April 29 at 8:01 PM (the day before the flight), the client uploaded a health certificate with multiple errors, and we immediately let her know there were errors.  We provided a pre-completed health certificate to the pet owner and their veterinarian on April 17 at 2:36 PM EST (email PDF attached).  As you will note on the contracted items we were hired to provide, Pre-completion of the final health certificate, Pre-paid shipping labels to/from the ****, **** Endorsement of Health Documents, Does NOT cover any veterinary expenses or health certificate expense.  I am attaching the health certificate we provided the vet (FFE HC Draft_Lane) and the email with instructions for the exam (Email to Veterinarian).  There is one dog on the health document we provided.  The veterinarian did not use this document, and they added 3 cats to the health certificate (USDA Endorsed HC). We were only hired to ship one dog. The owner booked the flights for her cats on her own with a different airline, arriving in ***** on a different day than the dogs.  It easiest to determine that the incorrect form was used by scrolling to the very last page and comparing the draft we provided compared to the final document.  The owner should be crossed out when pets are flying as cargo as we book them.  The airline needs to be listed instead, which was ********* for this case. We could not use the provided health certificate since it was the wrong form (earlier to work around), and it had 3 cats on it that were not flying into ***** on the same route or date as the dog.  Because the health certificate was not uploaded until 8:01 PM the day before the flight,there was nothing to be done besides rebooking the pet.  The pet owner was not charged for this.  We waived our rebooking fee.  The client did not pay us any extra money,and they received a $150 refund check because the veterinarian did not use our ***** label ($40) or our USDA submission ($101), per our communications attached (refund for **** ad *****). 
  
  The client cursed us out when she found out her pets could not all fly using this same health certificate.  We were called names, told we needed to pay for her travel, her home deposit, and anything else the client could think of.  The ranting started at 10:10 PM on April 29 and went until 7:33 AM April 30 when a supervisor called her (Client continuous chat screenshots attached).  There have been zero communications removed from that continuous thread, although there are many more communications before and after. Note that the pet owner acknowledges the error was not ours on Apr 29 at 10:10 PM, then ends April 30 at 6:58 AM with demanding money back, all escalating with no communication between the client and our staff. When speaking to the supervisor, we received threats, profanity,  name calling, etc. ****************** are recorded on our app. 
  
  In the QUOTE PRICE section of the Terms and Conditions, we note Feathers and Fur Express LLC is not responsible for any flight arrangements you make for yourself. Fees may apply due to a clients change of plans or schedule that result in the need to re-process documents and rebook flights.  Failing to follow our instructions may result in delays and extra costs. Fees may apply if a veterinarian causes a need for any re-processing due to inexperience or mishandling. Using your own veterinarian is common practice, but all final documents must be submitted to Feathers and Fur Express LLC.
  
  The pet owner chose to postpone the new flight until May 6.  The pet flew as planned on that day and arrived healthy. 
  
  Please feel free to review all reviews on our website as the client has stated.  You will find we are a reputable business providing a critical service to many citizens and military members.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23351630
  
  I am rejecting this response because:

  I have been accused of threatening behavior repeatedly, and had my clearly written reviews with proof of ******* Marouns clear unprofessional conduct removed permanently from sites such as ****** and have been blocked on social media from leaving reviews. I chose this business for the amount of positive reviews compared to others, but I clearly I see now that if the review is too negative or puts ******* in a bad light, theyre removed. 
  

  Had ******* made any sort of effort to admit any missteps or mistakes, maybe it wouldnt have gone this far. But clearly she has no idea how to take responsibility in any capacity for any issues during any of her clients moves. She is purposefully misrepresenting the services she provides by removing negative reviews. Its misleading and should be dealt with. 
  

  Ive been continuously accused of threats, but ******* has failed to provide any evidence of such. Ive attached several other reviews and complaints against the company and their lack of clear communication and misrepresentation of their services. 
  

  I will not stop until my money is returned to the card in which it was paid.

  
  Sincerely,
  
  ******** ****-****

  Business Response

  Date: 05/21/2025

  We have 127 reviews on ******, so of course some of them are negative.  However, most are great and 5 starts, with an overall rating of 4.8. The customer has shared screenshots of our negative reviews with the BBB while also stating that we have all negative reviews removed.  That is not the way ****** reviews work.  A business cannot block a person from leaving a ****** review.  However,  ****** can remove a review that violates their policy.  Your review stated you werent going away, and you were going to keep following the owner, *******, to let everyone know about her. That is harassing behavior, and its not allowed on social platforms.  Subsequently, that is exactly what you have done, and its all documented (attachment titles Reviews). 
  
  Your personal profile was blocked on our social media for harassment as well.   Now, you are creating new accounts to harass the business owner.  I am attaching a screenshot from your blog account stating Hi, *******, Im here too, and Hi,babe, Im here too.  And I will use whatever platform I can to tell everyone how crappy you are.  You stated similar things in the ****** review, resulting in its take down, which I unfortunately was not able to screenshot before they removed it.  I am attaching ****** alert to us May 20 stating we have removed this review from your Business Profile because it appeared to violate our policies. You have also asked your friends to leave bad reviews, which are still showing on ******, and are also shared here in the attachment, all of which personally attack *******.   You have posted on other business sites, personal accounts, etc, about the owner.  You are contacting other unrelated business the owner is affiliated with to post publicly about the owner, all documentation attached in Reviews document.
  
  I have also uploaded your communications in our app where you escalate yourself into cursing after sending 16 messages in a row Apr 29 from 10:10 AM to 7:23 AM, with 4 phone calls between 6:35AM to 7:03AM. Your first message after we told you the health cert would not work was Why would she need a new cert??? Her name is on it?Just bc theres other it wont count? Thats absolutely stupid. And I understand that part is not on FFE but it its accurate why wouldnt it ********* escalated completely on your own into cursing nothing to tell me and sorry f***ing excuses, and yall best BELIEVE my money is coming back.  A manager called you at 7:33 AM, and you told her you were going to ruin us if we didnt get your pet flown and give you a refund. You called them stupid and incompetent.  On Apr 30, after the flight was rebooked, you stated I apologize for being an absolute hot head this morning and last evening. The amount of stress Im under unfortunately has brought my crappy side out more than Id like and I am sorry. Ive worked on your end of things, and have always tried to keep that mindset when working with others and I let that perspective go today. so I apologize. Im willing to admit when Im wrong and I do understand my husband and I both missed things, but we dont know what we dont know.  Then, after your pet flew, you stated Ill be expecting at the VERY LEAST 40% of our money back bc of the insane amount of stress you caused by your lack of knowledge as experts and the additional work we had to do bc of your not so detailed instructions.
  
  Note that we have shipped over ***** pets, and we have never had someone add extra pets to a health certificate after we have sent our instructions.  We have had pets on a health cert unable to fly due to last minute illness, resulting in a similar issue.  We have also had people hire us last minute who already have multiple pets on the health cert because they were trying to fly them on their own.  But,we have never had someone add extra pets that were not even travelling with the same airline or on the same dates to a health certificate.  The reality is, our instructions and documents were not read or even used, and they were sent to you and your veterinarian, with confirmation of their receipt.   
  
  You were provided the services on your contract, and we refunded you for the items that were not used by your veterinarian, which was the **** fee and the ***** label.  We were hired to fly your pet from DTW to AGP, and thats what occurred.  We do not guarantee dates, and that is noted twice on our contract and in bold before people pay.  You are seeking money for stress because your pet could not travel on the date you wanted due to a health certificate error. The pre-completed health certificate we provided you was never used, and neither were our instructions.  You uploaded an incorrect health cert at 8:01 PM the night before departure, and we immediately let you know there was a major problem.   The health certificate needed to be corrected, or we had to get permission from the airline to allow the error.  Neither of which was going to occur in the middle of the night.  You were told a manager would be in contact in the morning with ways to move forward, which is when things escalated.  
  
  ********, I do understand that moving is very stressful.  You think we are trying to gaslight you because we are not taking responsibility.  We do try to be as transparent as possible that flight dates cannot be guaranteed.  We even post it in bold on the payment link.  Most of our negative reviews are from pets for flying on the date the client wants, so we try to be very transparent about this.  However, people still get upset when their pets cant fly as they planned.  I understand that frustration because youre planning an entire move.  However, we cannot control this.  The airlines work very different for cargo bookings.  Many factors can derail the travel plans, such as temperate embargoes, AC malfunction in the hold, ** airport strikes, etc.  Each bad review we try to reiterate this to ensure more people read it.  We act as a pet travel agent, but we are not the airline and have no say so over what they do.  The only control we have is the preparation leading up to the flight, which is why its critical our instructions are followed. When they are not followed, we cannot control what happens. When the unforeseen occurs, all we can do it rebook, come up with solutions and try to keep the cost down for our clients.  Thats exactly what we did in your case.  We offered to arrange boarding for your pet and emailed you vet instructions on how to fix the issue.  The **** reissued the health cert the same day with next day delivery of new originals.  You didnt pay anything extra to us for our time.  I can assure you that other pet shippers would have charged you to rebook since their instructions were not followed, resulting in double work.  If you think other pet shippers would have been reviewing your documents at 9:00 PM, you are incorrect.  You would have showed up at the airport with incorrect documents and in a serious bind. There was no reason for you to upload the documents at 8:00 PM the night before, leaving no time to correct the items. 
  
  This is not an easy business, as there are many variables that our out of our control. The airlines cancel cargo bookings, they lose original documents, pets are rejected for being aggressive, etc, etc.  The list goes on and on.  When the unforeseen occurs, all we can do is troubleshoot solutions, fly the pets as soon as we can, and keep the costs as low as possible for the pet owner.  People will always be affected when their move gets derailed.  However, we cannot refund for all issues that occur out of our control. 
  You paid us $3550, and we refunded you $150 for the **** and *****.  Your airway bill was $1213.  The contracted DTW driver for the check in was $500.  That brings the total kept by our company to $1687, which is 49% after expenses incurred.  We then must pay our employee a livable wage, and we have many other business expenses as well. You are requesting a 40% refund ($1420) due to the stress caused to you by out poor communication, but our documents were not even used.  How could we possibly stay in business if everyone was refunded when events occur that our out of our control?  That means every time something happens thats completely out of our control, we work for free to avoid a bad review. When we make errors, we do pay for those costs.  Fortunately, most people are very kind and reasonable, which is why we do not have many bad reviews.  They know we are doing everything we can to help them.  

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23351630
  
  I am rejecting this response because:
  

  You have yet to take responsibility for failing to communicate anything to a proper degree. You claim to be an expert but also claim that its too far over peoples heads for them to understand. Had you done your job at being an expert you would have zero issues being able to explain the process top to bottom while including both myself and the vet. 
  

  Once again, you fail to see the point. An expert is an expert, which you are not. Perhaps hire an instructional designer that knows what it means to create clear instructions because nothing about working with your sham of a business was clear. 
  

  Furthermore, your customer service is a joke. You called a client a ***** for a negative review because of your failure to COMMUNICATE. Which is why this entire fiasco occurred.
  

  You failed to do research that an expert should do (knowing when entire countries shut down for holiday).
  You failed to answer phone calls. Regardless of your business hours, addressing very valid urgent questions 12 hours before I drop my beloved pet off for a flight, when my home was already sold, costing us an additional $2000 in expenses, you should pick up. 
  

  And, to be clear, I havent created a single new account. All emails and social media pages have been up and running for quite some time now. 
  

  I will settle for a $700 refund. That should just about cover the labor my husband and I did ourselves for YOUR experts. 

  
  Sincerely,
  
  ******** ****-****