Complaints

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• Initial Complaint

  Date:02/27/2024

  Type:Billing 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.

  My husband and I contracted a service in Brazil called Alianz to transport our two beloved dogs from the USA to Brazil. They never disclosed to us, in advance, that they had never handled this kind of transport before and little to no experience traveling/importing live animals to Brazil from the USA AND were utilizing a company as a third party agent that we'd never heard of (Premier Relocations out of St. George, UT). This company failed us at every level despite what might have been earnest initial dealings. What has transpired is actually criminal and if my dispute with AX doesn't end favorably I will take further action. We've already made partial payment to this company in recognition of the fact that our animals did eventually get to us and were still alive. They required medical treatment, were delayed by several days and they scared the hell out of us thinking that we might never actually see the animals we entrusted to their care again. We have disputed $10K of the fee charged by this company that we actually never engaged directly.

  Customer Answer

  Date: 02/28/2024

  We were sent a generic link to make payment via credit card. Charges from Premier Relocation in UT posted to my American Express and it is they who are fighting the American Express dispute.  There had never been any mention of them by name prior to the charge itself posting to my statement.  

  Business Response

  Date: 03/18/2024

  Alianza Pets is part of the Premier Relocations Group, customer received a quote from us to perform a door to door service for his 2 pets that included pick up in Florida, Customs Clearance, paperwork, air freight to Brazil, customs clearance in Brazil and domestic freight in Brazil until their home. Fees also include PET Hotel for 2 nighs.
  
  All service was provided and both Pets arrived healthy at their residence, apart from all the services that were offered and fully provided, we kept customer informed all the time since both Pets were picked up until delivery, so we are surprised with this kind of attitude from customer.
  
  Also would like to point out that at any time customers shared concerns, we even have video of when both pets were delivered and they were completely fine. We were surprised that 10 days later after his pets were delivered he attempted a Charge back of the full amount paid to us, however the bank after looking at all the paperwork we had, they did not approve this attempt customer made. When we asked customer why he was doing this he simply ignored us.

  Is also interesting to note, that both PETS were delivered to their residence on December 27, 2023 and customer Posted on his Facebook on Dec 28-30 with pictures saying their PETS arrived in Brazil Safe, Healthy and Happy