We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Transport

Island Pet Movers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Transport.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My cat got held at customs in ****** and I had to continue onto ****. She was boarded at a facility and I booked with Island Pet Movers to charter her from ****** to ****. At about 4pm today, I am told by *** that they will be holding my cat and there was nothing I could do because a boarding facility said I had not paid them, I did and they ended up correcting it. But *** said they were scared they would be reported to the, ****************************************, so they held my cat and would not release her.

    Business Response

    Date: 10/22/2024

    This person was a client of IPM, and all services were indeed provided to move her cat from ****** to ****, there will be no refund of any sort.

    Tails of ******, Tail Movers,  was also contracted from this client to board her cat, handle all vet services and to check in the cat for her on our chartered flight.

    While the client did pay us for the service of the flights and entry clearances in ****,  the technical shipper at time of check-in on the legal Airway Bill was Tail Movers, the owner of Tail Movers reached out to me to tell me that this client owed them $1000.00 and was refusing to answer any calls or emails or texts, but they did already check in the cat.  As the legal shipper on the check in of the cat for airline purposes, they asked us to ensure the payment was received before the cat was released on the arriving side. The money was not paid until after the cat arrived, after much back and forth of the owner refusing to pay at first, which is what prolonged the release, as she was made aware of the fact she needed to settle her bill while the flight was still in the air. Initially she refused to do so, she continued to refuse for apprx 90 min after the flight landed, once the fees were paid to Tails of ******, Tail Movers, the cat was immediately released. 

    Attached is an email from the owner of Tails of Hawaii confirming the fact that this person refused to pay their balance, while the employees at Tails of ****** should have ensured this was paid before they checked in the cat, an admin error should not allow a customer to refuse to pay a bill simply because their pet was out of their care and now in a different country where there was no way for them to collect their fees that were due.

    The absurdity of this complaint is astounding

Island Pet Movers is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.