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Business Profile

Pet Transport

Furry Trails Pet Transport
BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/22/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a puppy from Lancaster Puppies the Breeder I ******* ******...the puppy was picked up on May 19th....I got the puppy on May 21st at 12;30 pm....the puppy looked drugged and the driver said they give stress drops....the puppy would not eat and the driver said it was fed that morning...that was a lie....there was no nanny as they claim to care for the puppy,,,the puppy drank water and threw it up....it would not eat was in touch with the breeder all day and into the night..giving what breeder said to try ....but the poor puppy would not eat and pooped black tar stool...checked on the puppy at 4 am and it was dying ....and it did die....I feel it was held too long during transport ....and not attended to...the puppy came from ********** and I live in ************* which is a 4 hour drive....the pup should have NOT been held for 2 days in transport ...which I'm sure it was not eating during that time....I want a refund of $400...this was neglect on part of Furry Trails.

    Business Response

    Date: 05/23/2025

    wE ARE IN CONTACT WITH ******** AND ARE REFUNDING HER THE REQUESTED AMOUNT. WE ARE DOING ALL WE CAN TO FIX THIS.

    Customer Answer

    Date: 05/27/2025

    I'm in touch and working to resolve the issue....with Furry Trails ...when I get the refund I will close the case

    Customer Answer

    Date: 05/31/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I accept the business's response to resolve this complaint.

    Regards,

    ******** **********

  • Initial Complaint

    Date:09/04/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On 8/14/2024 this transport company dropped of my new french-bull dog puppy of 4 months. He was shaking, scared and covered in p*** When I asked if this was normal the drive said yes. On Friday 8/16/2024 I had to go the animal ER because my new puppy was throwing up and not doing well. After spending the day there and spending over 1500$ I was told my puppy had ingested something ***** hour before. This transport business picked up my puppy 8/13/2024. I called the transport services many times, and when I ask to speak to the manager I am always told he is on vacation, but a message will be given to him. I was also asked to email the vet records from my emergency visit, which I did with no response. I have talked to the breeder and he said the puppy was fine when he dropped him off. I also have a vet check from the breeder stating this. All I want is some help with the bill, it is a bill that I was not expecting and has made money very tight. Even if they covered half I would be happy. Thank you for reading. I paid 400$ for the puppy to be transported.

    Business Response

    Date: 09/12/2024

    Good morning Sorry for the Late response. We contacted Her and we paid the requested amount plus some.

    Customer Answer

    Date: 09/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I accept the business's response to resolve this complaint.

    Regards,

    ****** ***********

  • Initial Complaint

    Date:03/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 purchased a puppy that was transported by this company.
    They delivered her to me last Tuesday, March 12th 2024.
    Upon arrival the puppy seemed okay, other than scared.
    By Saturday the puppy was sick and wouldn’t eat or drink. At that point I decided to take her to the vet given her size, age and what I know about animals, I knew it could be something simple or something very problematic.
    The ER vet tested her and she came up positive for parvo, which if left untreated is usually fatal.
    The puppy was hospitalized for the cost of slightly over $4k.
    I contacted the breeder who states no parvo at their place.
    I attempted to text and call Furry Trails and no response. Although seeing another complaint on here about them and their lack of response I expected the same.
    I’d like a refund of my money to help cover the expenses incurred by them delivering me a sick puppy.
    Parvo has an incubation period of 5-7 days, so per the vets she 100% came with it and it most definitely could have be contracted during transport as they pick up from several breeders so who knows what she was exposed to.
    Also, my husband found other complaints on Reddit about this company and puppies arriving with parvo.
    I’ve included vet into/estimates and can also provide the itemized list with final cost for her hospitalization.

    Business Response

    Date: 03/25/2024

    Good Afternoon , We Have Contacted ******* **** and Sent her The requested $300.

    Customer Answer

    Date: 03/25/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I accept the business's response to resolve this complaint.



    Regards,



    ******* ****

  • Initial Complaint

    Date:09/18/2023

    Type:Product Issues
    Status:
    Resolved
    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 puppy was transported to us, they left Ohio on September 12 and delivered him on September 14, 2023. He would not eat and began throwing up. The vet believes he died from parvo on September 17, 2023. We believe he contacted parvo in transport. I tried contacting business and was hung up on, called back and was sent to voicemail. We incurred er vet visit charges and cremation for our tiny puppy we loved so much.

    Business Response

    Date: 09/21/2023

    Hi thank you for reaching out to us. We called the customer and will be refunding the shipping payment in full.

    Customer Answer

    Date: 09/21/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I accept the business's response to resolve this complaint. We talked and we’re able to come to a resolution. 
    Kind Regards,



    ***** ******

Furry Trails Pet Transport is BBB Accredited.

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