Akonapet Pet Relocation Service

Our experience with Akona Pet was less than adequateThey began with good customer service and then it eroded from there as soon as they had our moneyThey do not answer their phones, emails and even told my husband to "please shut up, sir" when we were given misinformation about what our responsibilities were on the day of of our flightOur daughter has had deposits never refunded because she did not use their serviceThey just decided to never answer the phone or her emailsA total rip off and not the way that one ever is expected to be treated by anyoneThey have no customer service skills whatsoeverThey are totally unprofessional and get in shouting matches with their customersI have never, ever been so poorly treatedDO NOT go with this company!!!! Save yourself an ulcer and a lot of heart ache

AkonaPet wishes to correct factual errors contained in the complaint – normal;"> Ten days is requested, not required for documents to be received by Hawaii QuarantineDocuments can be received with the pets upon arrival in Honolulu Clients documents were prepared for filing the week prior to pet arrival Client pet flight had been booked for the desired travel date and this was communicated to the client December Pet Travel package produced and ready for shipment as scheduled MsL [redacted] documents would have been received by Hawaii Quarantine prior to pet arrivalHer pets would have arrived as desiredMs Lou took the precipitous action of attempting to defraud AkonaPet and cancel her serviceHer credit card company agreed with AkonaPet Therefore, there is no refund dueIn fact, work was performed by AkonaPet in good faith despite the client not having paid a balance due on the account

Complaint: [redacted] I am rejecting this response because:Per the client:Client was informed by email and phone on December that all would be in place for pet travel on 1/ - The attached email only shows that Akona was to WAIT and NOT do anythingIt also says that "we will shoot for January 17." Where is the communication confirming with all the work you've done and proof that flights were booked and cancelled, etc Client is over stating AkonaPet "went silent" for days as most of the days between December and January were non-business and holidays - Business agrees that they went silent so how was I ever informed?? In addition, days to be away from their business but they did not email or have an answering machine that they were on vacationThere is no good faith hereSee Section one of the service contract that clearly indicates:Proper completion and timely submission of all forms and documentation required by the state of Hawaii department of agriculture to GUARANTEE the direct release of pets to the Pet Owner/Handler at the Honolulu International Airport on the agreed upon travel dateHow is this possible if I am holding all the documents that the department of Agriculture requires as of January with zero communication from the hired company I have also attached a screen shot from the HDOA stating that all forms must be in their POSSESSION DAYS PRIOR TO THE PET'S Arrival SEE ATTACHEDThe client was made aware that all required documents would be in place for a confirmed pet flight on January as she requested - Not truePlease provide phone records or email confirming thisI can easily pull up my cell phone records for the dates that the company is claiming that they contacted meAgain, last correspondence is what you see that the Company providedIt clearly is not a confirmation of any sortAlso, Company did not even send what was promised in the emailDespite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com)- Despite all of this evidence that they took my deposit and did nothing, I also made an attempt to make a formal demand for deposit refund sent via certified mails to the Company's address but the company rejected this letterSee attached for rejection and copy of the letter sent to the companyThis file is closedThere will be no further communication- This file is not closed because I have not received a refund for services clearly not providedThis file will be closed when the business can provide proof that they provided me with the service that was indicated on the service agreement Sincerely, [redacted] ***

Client was informed by email and phone on December that all would be in place for pet travel on 1/17.Client is over stating AkonaPet "went silent" for days as most of the days between December and January were non-business and holidays.The client was made aware that all required documents would be in place for a confirmed pet flight on January as she requested.Despite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com).This file is closedThere will be no further communication

Complaint:
I am rejecting this response because:
Per the client:
Client was informed by email and phone on December that all would be in place for pet travel on 1/ - The attached email only shows that Akona was to WAIT and NOT do anythingIt also says that "we will shoot for January 17." Where is the communication confirming with all the work you've done and proof that flights were booked and cancelled, etc
Client is over stating AkonaPet "went silent" for days as most of the days between December and January were non-business and holidays - Business agrees that they went silent so how was I ever informed?? In addition, days to be away from their business but they did not email or have an answering machine that they were on vacationThere is no good faith hereSee Section one of the service contract that clearly indicates:
Proper completion and timely submission of all forms and documentation required by the state of Hawaii department of agriculture to GUARANTEE the direct release of pets to the Pet Owner/Handler at the Honolulu International Airport on the agreed upon travel date.
How is this possible if I am holding all the documents that the department of Agriculture requires as of January with zero communication from the hired company I have also attached a screen shot from the HDOA stating that all forms must be in their POSSESSION DAYS PRIOR TO THE PET'S Arrival SEE ATTACHED
The client was made aware that all required documents would be in place for a confirmed pet flight on January as she requested - Not truePlease provide phone records or email confirming thisI can easily pull up my cell phone records for the dates that the company is claiming that they contacted meAgain, last correspondence is what you see that the Company providedIt clearly is not a confirmation of any sortAlso, Company did not even send what was promised in the email
Despite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com)- Despite all of this evidence that they took my deposit and did nothing, I also made an attempt to make a formal demand for deposit refund sent via certified mails to the Company's address but the company rejected this letterSee attached for rejection and copy of the letter sent to the company.
This file is closedThere will be no further communication- This file is not closed because I have not received a refund for services clearly not providedThis file will be closed when the business can provide proof that they provided me with the service that was indicated on the service agreement.
Sincerely,
Edwina L**

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

During a conference call on January all of the above points were explained to Ms***She was given the choice whether to have AkonaPet continue and her pets arrive on January 17, or to terminate the process with no refund of her deposit dueMs*** chose to terminateAkonaPet confirmed this decision with her on January by email, and she again stated her desire to terminate.Ms***'s credit card company has found there is no basis to pursue a settlement.Ms***'s file is closed per her requestNo further communication will be provided regarding this closed file

Complaint: [redacted]
I am rejecting this response because:Per the client:Client was informed by email and phone on December 22 that all would be in place for pet travel on 1/17.  - The attached email only shows that Akona was to WAIT and NOT do anything. It also says that "we will shoot for January 17." Where is the communication confirming with all the work you've done and proof that flights were booked and cancelled, etc..  Client is over stating AkonaPet "went silent" for 15 days as most of the days between December 22 and January 7 were non-business and holidays.  - Business agrees that they went silent so how was I ever informed?? In addition, 15 days to be away from their business but they did not email or have an answering machine that they were on vacation. There is no good faith here. See Section one of the service contract that clearly indicates:1.1 Proper completion and timely submission of all forms and documentation required by the state of Hawaii department of agriculture to GUARANTEE the direct release of pets to the Pet Owner/Handler at the Honolulu International Airport on the agreed upon travel date. How is this possible if I am holding all the documents that the department of Agriculture requires as of January 7 with zero communication from the hired company.  I have also attached a screen shot from the HDOA stating that all forms must be in their POSSESSION 10 DAYS PRIOR TO THE PET'S Arrival.  SEE ATTACHEDThe client was made aware that all required documents would be in place for a confirmed pet flight on January 17 as she requested.  - Not true. Please provide phone records or email confirming this. I can easily pull  up my cell phone records for the dates that the company is claiming that they contacted me. Again, last correspondence is what you see that the Company provided. It clearly is not a confirmation of any sort. Also, Company did not even send what was promised in the emailDespite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com). - Despite all of this evidence that they took my deposit and did nothing, I also made an attempt to make a formal demand for deposit refund sent via certified mails to the Company's address  but the company rejected this letter. See attached for rejection and copy of the letter sent to the company. This file is closed. There will be no further communication. - This file is not closed because I have not received a refund for services clearly not provided. This file will be closed when the business can provide proof that they provided me with the service that was indicated on the service agreement. 
Sincerely,
[redacted]

Client was informed by email and phone on December 22 that all would be in place for pet travel on 1/17.Client is over stating AkonaPet "went silent" for 15 days as most of the days between December 22 and January 7 were non-business and holidays.The client was made aware that all required documents would be in place for a confirmed pet flight on January 17 as she requested.Despite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com).This file is closed. There will be no further communication.

Complaint: [redacted]
I am rejecting this response because:1. We did not have a conference call on January 7. My fiance, Francis's credit card company called to investigate my claim and you finally picked up the phone. 2. I wished for AkonaPet to terminate the contract due to their breach in not providing me with the service I signed up for. I would not have terminated the contract if the business did not go missing for over 15 days.3. The business lied on the fraud investigation call that my fiance Francis had initiated due to the company's lack of response.  4. The business emailed me to terminate the contract after the fraud investigation call. I have attached all documents pertaining to the termination and response.5. Attached is a copy of the credit card company indicating a continuing investigation because the business is known for such shady practices.This business is unethical and needs to be stopped.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] wishes to correct factual errors contained in the response from the business – 1.    Business did not communicate to me that ten days is not required for documents to be received by Hawaii Quarantine. Documents can be received with the pets upon arrival in Honolulu.  Please show proof of this communication.  I attached email proving that the last response from you before going MIA was in December 22, 2016.  2.    Business claims clients documents were prepared for filing the week prior to pet arrival - I never received any communication regarding this.  Please refer to emails pleading for the business respond to me as proof that our last communication was on December 22 with no word of this ever being prepared.  3.    Business claims client pet flight had been booked for the desired travel date and this was communicated to the client December 22. Not correct - I have attached the correspondence dated December 22 where the business tells me that they will send me documents/applications. I never received any of this.  4.    Business claims Pet Travel package had been produced and ready for shipment as scheduled. Not correct - The last correspondence from this business on December 22 and the business failed to respond after numerous emails.   Business claims that my documents would have been received by Hawaii Quarantine prior to pet arrival & my pets would have arrived as desired. Again, zero communication or proof that any of this had ever happened.  Please see emails.   Business claims that I took the precipitous action of attempting to defraud AkonaPet and cancel her service. My credit card company did not agree with AkonaPet. - Please see response from my credit card company as the matter is still being investigated. Therefore, I am due a refund due. In fact, AkonaPet had not done any work nor have they communicated any of this to me prior to terminating the contract.  As you can see, the correspondence here more than validates the lack of communication and responsibility of this so called business. Akonapet claims that I tried to defraud my credit card company when in fact, they are the ones with the poor business practices. 
Sincerely,
[redacted]

AkonaPet wishes to correct factual errors contained in the complaint – 1.    Ten days is requested, not required for documents to be received by Hawaii Quarantine. Documents can be received with the pets upon arrival in Honolulu.2.    Clients documents were...

prepared for filing the week prior to pet arrival.3.    Client pet flight had been booked for the desired travel date and this was communicated to the client December 22.4.    Pet Travel package produced and ready for shipment as scheduled. Ms. [redacted] documents would have been received by Hawaii Quarantine prior to pet arrival. Her pets would have arrived as desired. Ms [redacted] took the precipitous action of attempting to defraud AkonaPet and cancel her service. Her credit card company agreed with AkonaPet. Therefore, there is no refund due. In fact, work was performed by AkonaPet in good faith despite the client not having paid a balance due on the account.

Sgt. 1st Class [redacted] did not make any payment to AkonaPet on June 21. Payment of the final invoice is now 30 days past due.When Mrs. [redacted] called to provide payment, she provided two incorrect billing addresses which caused the payments to be declined. Proof of declined payments is...

attached.Sgt. 1st Class [redacted] called AkonaPet on June 22 as his bank account was overdrawn due to a hold his bank placed on funds due to the declined payment attempts. His call was a tirade of foul language. He would not listen as AkonaPet attempted to explain the payments were not completed, and he would need to confirm with his bank when the hold on his funds would be released. It is not rude or inappropriate for AkonaPet to inform Sgt. 1st Class [redacted] foul language would not be listened to and to end a phone call. There is no contractual agreement for a business representative to be verbally abused.Mrs. [redacted] called AkonaPet in tears asking what paperwork AkonaPet would provide to her if her husband terminated the Service. She was informed during the phone call, and by email, that termination of service means just that - terminated. No further documents or assistance would be forthcoming. AkonaPet offered to send to her a Do-It-Yourself Guide at no cost so she could complete the process herself. This Guide is sold for $99.00.Sgt. 1st Class [redacted] left another voice mail yelling threats to file complaints on the internet if AkonaPet did not refund his money and continue service. He stated he no longer wished AkonaPet to communicate with his wife as he is the individual who signed the Service Agreement. AkonaPet emailed him we would honor the request to communicate with him alone. No refund of funds can be made as no funds have been, or will be, received.AkonaPet is willing to continue services to Sgt. 1st Class [redacted] when he rescinds this complaint and mails to AkonaPet the following:1) Written, signed apology from Sgt. 1st Class [redacted] for the foul language and abusive phone calls and voice mails.2) Payment of the fees owed to AkonaPet by cashiers check or money order.3) Affirmation that no further complaints will be made through any service, electronic or otherwise, in writing and signed by Sgt. 1st Class [redacted].All to be received by close of business June 30, 2017.Mailing address is:  AkonaPet, PO Box 390237, Keauhou, HI  96739.

This Akonapet
Client has proven to be a committed fraud. We at Akonapet have made numerous attempts, up to 60 over the year to contact this
client. They were unanswered. When contact was finally made, the
client chose to ignore advice and stated she couldn't afford the move.
She...

then wanted to sneak her pets on a flight as sudden "Service
Animals"! As licensed by the United States Department of Agriculture and
State of Hawaii, AkonaPet can not be party to this. However, We at
Akonapet remain committed and available should this client decide to
become honest and move forward.

Client was informed by email and phone on December 22 that all would be in place for pet travel on 1/17.
Client is over stating AkonaPet "went silent" for 15 days as most of the days between December 22 and January 7 were non-business and holidays.
The client was made aware that all required documents would be in place for a confirmed pet flight on January 17 as she requested.
Despite this, the client made the choice to terminate service by spoken and written request (copy of which client provided to Revdex.com).
This file is closed. There will be no further communication.

This Akonapet
Client has proven to be...

a committed fraud. We at Akonapet have made numerous attempts, up to 60 over the year to contact this
client. They were unanswered. When contact was finally made, the
client chose to ignore advice and stated she couldn't afford the move.
She then wanted to sneak her pets on a flight as sudden "Service
Animals"! As licensed by the United States Department of Agriculture and
State of Hawaii, AkonaPet can not be party to this. However, We at
Akonapet remain committed and available should this client decide to
become honest and move forward.

Our experience with Akona Pet was less than adequate. They began with good customer service and then it eroded from there as soon as they had our money. They do not answer their phones, emails and even told my husband to "please shut up, sir" when we were given misinformation about what our responsibilities were on the day of of our flight. Our daughter has had deposits never refunded because she did not use their service. They just decided to never answer the phone or her emails. A total rip off and not the way that one ever is expected to be treated by anyone. They have no customer service skills whatsoever.
They are totally unprofessional and get in shouting matches with their customers. I have never, ever been so poorly treated. DO NOT go with this company!!!! Save yourself an ulcer and a lot of heart ache.

AkonaPet wishes to correct factual errors contained in the complaint –
 
1.
normal;">    Ten days is requested, not required for documents to be received by Hawaii Quarantine. Documents can be received with the pets upon arrival in Honolulu.
2.    Clients documents were prepared for filing the week prior to pet arrival.
3.    Client pet flight had been booked for the desired travel date and this was communicated to the client December 22.
4.    Pet Travel package produced and ready for shipment as scheduled.
 
Ms. L[redacted] documents would have been received by Hawaii Quarantine prior to pet arrival. Her pets would have arrived as desired. Ms Lou took the precipitous action of attempting to defraud AkonaPet and cancel her service. Her credit card company agreed with AkonaPet.
 
Therefore, there is no refund due. In fact, work was performed by AkonaPet in good faith despite the client not having paid a balance due on the account.

Complaint: [redacted]
I am rejecting this response because:
Their response is fraudulent. They sent me a list of the emails they have sent me a list of the email correspondence over the last several months that were all regarding numerous phone calls I made to them that went unanswered and there were only 4 out of 18 correspondences that they said I didn't respond and that was because I either I spoke to them over the phone or I went through the trouble to find out the information on my own. Only 8 of those emails were sent to me reaching out to me. At one point they said that they sent me the results of my favn results without response. I did not respond because I was supposed to receive the test results on August 17 and I had to call the dept of agriculture and my vet to get the results and then I left them a message regarding this. It was imperative for them to let me know when my dogs quarantine began, I should have known the day the results were in. Not weeks later. They certainly did not try to contact me 60 times and I can prove that in court because the number they had and secondary email they had was that of my friend [redacted] who will write a letter and have it notarized proving that to be untrue. Everything they sent me for my pet passport kit to go on my dogs kennels had his phone number and not mine. So how would the dept of agriculture be able to contact me to pick up my dogs? Luckily I had my grandmother double check the number otherwise I would not have even known that this information was wrong because I am already in Hawaii. The pet passport kit is only necessary if the animals are flying in cargo. I had heard that [redacted] will allow two dogs to fly in the cabin certain months of the year. Ruth told me that I was mistaken or heard wrong and that they are never allowed to fly in the cabin. When I heard from someone else who travelled with their dog I did an extensive check on this with [redacted] I found out that she misinformed me. My two dogs can fly with me in the cabin. On the date that I told her my emotional support animals would be flying with me in the cabin she argued with me and said they probably won't let me on the plane and the [redacted] Airline employees I had spoken with were "wrong". Her pet passport kit she had sent could have gotten my dogs lost in transit sitting there calling the wrong number of a friend of mine that probably wouldn't even have known that they were in their way that day. Akona pets is totally irresponsible, horrible customer care, has bad reviews on Yelp of other customers complaining about the same thing! Akona pets and a Ruth Wyland are bold faced liars. I have phone records that will indicate that she didn't return my calls for days and left me in the dark when it came to this process and  the policies of the [redacted]. I recently called the dept of agriculture and she hasn't even sent their rabies certificates yet! I had to call my vet and have them sent to me two weeks ago so I can send them to the dept of agriculture myself. I was going to have to pay extra for them to come straight to Kona and pay for a vet out of pocket ( Ruth informed me the vet in Kona wasn't included in the $700) in Kona because of how worried I was that they would get lost during a lay over when that is totally unessary because they can actually fly on the plane with me like I initially thought. Akona pet uses scare tactics to try to get you to do it "their" way. Which is not the easiest and safest way. This would have been a much less stressful experience if I had just dealt with the extremely helpful dept of agriculture and [redacted] myself, which what I've had to do the entire time anyway.
Sincerely,
[redacted]

Completely fraudulent company that does not communicate or answer customers questions. I paid $995.53 to them to help in the move of my dog to Maui. Three days after I paid for the service, I found out that my move was being canceled. They say you have 7 days to cancel the contract, but that was impossible due to their refusal to answer the phone, voicemails or emails. I was more than willing to lose the $350.00 service fee, but I felt it was more than fair to be credited for the $550 airport vet visit over a month away that would never happen, or the approved crate that I never received. This was the absolute worst experience I have ever had with a business. If you are planning to move to Hawaii, please do not use Akona Pet Relocation Services, they are a dishonest, scam that preys on people stressed by moving and trying to navigate Hawaii's confusing pet importing process. Even if the move had happened, with their complete lack of communication I don't trust that it would've happened correctly.