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Business Profile

Pet Transport

Pets Paws & Pal's

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:07/27/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We paid a little over $2000 for this company to transport our two pets from ******, ******* to ************, ***** ********. To begin, we had agreed on specific pickup and dropoff dates that coordinated with our movers, and we were given less than 12 hours notice that they would be shifting that schedule to be more convenient for them. We were then informed that they would not be providing the same level of service due to their van breaking down in another state, so they would not be bringing along the pet equipment that they had agreed to. Again, this was only communicated at the last minute. But the primary point of this complaint is that both animals showed up severely dehydrated, which leads me to believe they were not being taken care of for the 3 days they were in the services care. Furthermore, once at the destination, the driver of the van simply opened the doors to let our dog run wild without holding onto her leash. We had moved to an area with a very busy road nearby and she could have been seriously hurt if we hadn't ran after her immediately. As it is, she ran to drink filthy water from puddles in our yard once she was let out, once again pointing to them not providing adequate clean drinking water during transport. We also noticed that our cat also didn't have easy access to water in his crate, so he was also dehydrated. We were not offered any discount or even an acknowledgement that they had not done as we had originally agreed upon several weeks ago, and between the stress of the animals showing up a day earlier than promised, their obvious dehydration, and not bringing the agreed upon equipment, this isn't acceptable.

Pets Paws & Pal's is NOT a BBB Accredited Business.

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