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:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company wanted instant payment (***** and Zelle) in order to rent an electronic crate for a puppy. They would not accept a credit card for hold (like a hotel would) but wanted the cash. They said it would be refunded once the dog reached me. All this happened just before the flight was to depart so in spite of my better sense, I paid. Getting payment to them was difficult because they kept giving me Venmo or Zelle addresses that were strange or unusable. I finally sent $500 from my Venmo account to MCPL@********* (which coincidentally was also the address where to send the money for the puppy - even though the two entities were not supposed to be connected). Then in two payments of $500 each I sent to ***** ******** ************. So now they have $1500 and promised to give me the pick up details for the dog at the airport. Now I get another email from them saying they needed $1935.20 for ************** Certificate. At this point I knew they are scamming me and I refused to pay. I did not get the dog and I did not get a refund. Since my ***** payment went to the same address as for the puppy, I want the total of $2150.00 refunded. I have copies of all texts, emails and transactions.

  Business Response

  Date: 01/16/2025

  Ms. *******,

  Unfortunately, you have been involved in a PET SCAM, however it was not with Pet Air Carrier, LLC. You are not and have not been a client of ours. There are only two airlines shipping pets domestically at this time, American and *****************. Neither of these airlines require a shipping company to ship your pet. You simple drop it off at cargo yourself. Additionally, no insurance is required to ship pets, even internationally. 

  Also, there is no such thing as an "electronic crate". All airlines and pet shippers must adhere strictly to Live Animal Regulations (LAR) set forth by ****/The ********************************************. There are temperature restrictions applied to acceptance of pets for transport. Pet are transported at the same temperature and air pressure as the passenger cabin.

  We only ship internationally and do not begin working on a shipment without a signed Shipping Agreement and Credit Card Authorization. On very rare occasion we accept a payment via Zelle or bank to bank transfer, but do not accept Venmo, ****** or **************

  I am the owner/operator of Pet Air Carrier and am the only person you would have contact with if we were shipping for you. You can look at the BBB's Pet Scam site, or visit the **************************************** at ************* (of which we are long standing members since 2021, being certified in Live Animal Regulations) and look at their pet scam link. Additionally we have a PET SCAM warning first and foremost on our legitimate site as well. www.petaircarrier.com. / That's-- WWW.PETAIRCARRIER.COM

  I do not now or have ever had any employees with the names you have provided. We have been in business for 25 years. The only phone number you would have ever used would be the one listed on our legitimate site at www.petaircarrier.com which is ************. 

  Additionally, we do not recommend you ever purchase a puppy you have not seen in person, for many reasons. The puppy you are trying to purchase does not exist. The breeder website is also a scam, posting pictures they have stolen from legitimate breeder websites or stock photos. 

  This happens to ourselves and other pet transporters all over the country regularly. Our websites are cloned, and our company name changed slightly, such as adding an "s" to Carrier. We can have them taken down, and they just pop back up. Your are one of tens of 1000's Americans this happens to every year losing 1-2 million dollars per year as a whole. These scam artists operate from outside of the US making pursuing or prosecuting them almost impossible. 

  I am very sorry this has happened to you but my company, Pet Air Carrier, LLC was not in any way involved. 

  We request that you drop your complaint which is offensive and damaging to our reputation which we have built in over two decades of safe and reliable pet shipping and excellent customer service building.

  You may reach me at our business number--************ M-Fri 9am-5pm or by email at ***************************************************************************

   

  ***** ****

   

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I am being told I must pay a$1525 deposit fee and a $75 rental fee for an electronically temperature controlled carrier for a puppy that I bought from a scam website. There wasn't any puppy at all after they got$750 from me ***************** said he's the supervisor and when i said I didn't have a credit card he directed me to go to ******* and buy gift cards in that amount to pay for this. He would not provide one piece of paper showing me there was a dog in question

  Business Response

  Date: 02/14/2024

  Good afternoon,

  My name is *****, and I am a pet relocation specialist with Pet Air Carrier, LLC in *******.

  I wanted to reach out to you concerning your unfortunate experience with a pet scammer. You have never actually been in contact with us until now. We do not ship pets domestically, only internationally with major airlines such as Lufthansa and AFKLM.

  We have been in business in Metro Atlanta shipping pets internationally from all over the ** for over 20 years and have an excellent reputation in the industry. We are ***** members as well as being known shippers with the ******************************************** (IATA) and are certified in Live Animal Regulations.

  We only ship pets once we have received a signed contract from our client.

  There is no such thing as a climate controlled crate. All airlines are required to adhere to the Live Animal Regulations (LAR) set forth by IATA which dictate at what temperature animals can be shipped relevant to both exposure outside of and inside of the aircraft.

  Our only business phone number is ************. Our only business email is ************************************************** We absolutely do not have any involvement whatsoever with the buying or selling of animals. 

  Pet scams are a major problem. These scammers target ********************* such as ours all over the country. They clone the respective company's website to make themselves look legitimate. They are usually located overseas and therefore it is almost impossible to pursue them legally. When a person provides us any kind of link, our IT team has the site taken down, but unfortunately, they just pop right back up with different server addresses.

  We are happy to discuss your complaint personally if you would like to contact us at the above email or phone number. 

  I can assure you that whoever you were dealing with, it was not Pet Air Carrier, LLC.

  We would respectfully request you withdraw your complaint regarding Pet Air Carrier, LLC as it is both misplaced and slanderous. 

  Please feel free to reach out to us to discuss this if you would like. 

  Sincerely,

  **********************, Operations Manager

   

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************