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Pets On Board Transport Reviews (5)

Review: During my relocation process for work I selected Pets on Board to transport my pet. When I chose to use this company it was based on the understanding that my pet would be picked up somewhere around June 24-25th. They did advise me it may be a couple days later if weather conditions were bad. Even in that situation the latest would have been around the 27th or 28th of June.Keep in mind I am under a time constraint and receiving correct information is critical so I can plan accordingly. The plans I made for my move were correlated with the information I received from this company. Based on what they said I made plans for my pet to stay at an alternate residence until pickup. In addition, I made arrangements with that party to make sure they would be home as late as the 28th of June as I was informed on the phone.On approximately the 26th of June I had heard nothing so I decided to check the status of pickup. Come to find out, they decided to put my pet on a whole differnt truck with a new estimated pick up date of June 30-July 1. Pets on Board did not even have the courtesy to call me to let me know they decided to do this. Yet, they were very adamant about making me pay the full price up front. At this point, I could not make alternate arrangements for my pet as they already collected the full $675.00 AND I had no time to make other arrangements. Once again to my dissapointment, the driver called and pushed the date back to July 2nd. We are now talking over a week later than the anticipated date. To me this is unacceptable. I understand pushing it back a few days IF there were bad weather conditions or an emergency. But over a week is a different story.Desired Settlement: I would like to be reimbursed the full or a partial amount due to the inconvenince on my family's part. They had to take time off of work and inconvenience themselves due to negligence and poor planning on behalf of Pets on Board. Additionally, this is an additional week of "pet watching" they did not expect. If you board an animal at Pets Mart they charge $30 a day at least.

Business

Response:

I was originally contacted via telephone by Mr. [redacted] on Monday, June 17, 2013 requesting a pickup by Friday June 21st to transport his pet from Cedar Hill, Texas to Chandler, Arizona. At such time, the earliest pickup we had available for any pet passenger traveling from the east coast to the west would be the week of June 30th to July 6th. We offered to give him other transporters’ contact information who we network with that may be able to accommodate his needs. Mr. [redacted] insisted on going with us although he was planning on leaving Texas earlier, but stated that he could make arrangements with his parents to keep [redacted] (his pet) until we arrived in Texas. He continued the scheduling process with us by submitting his client information form on June 17. As you can see on the Client Information form, (Copy attached) his requested dates for pickup were June 28 – July 6 which was the time frame confirmed and communicated to him. We had a vehicle scheduled to originate on the Eastern seaboard around June 23 to June 24, depending on weather. As this transport had been traveling from the Inland Northwest though triple digit temperatures and flooded roads to the Eastern seaboard. Because the scheduled pick ups and deliveries between Florida and Connecticut prior to heading west were scheduled during the first part of the trip, we would have been early for Mr. [redacted]’s transport of [redacted] during the timeframe he requested on his Client Information form, but had some weather delays in Florida. We had the generator and back-up air conditioning systems serviced prior to heading back west for the safety and comfort of our pet passengers. We schedule by the week with no exceptions or guarantees except if booking a private transport. (Please refer to our contract terms and conditions at www.petsonboardtransport.com). On approximately June 23, 2013 we started experiencing intermittent generator problems. Once all of our deliveries were complete in Florida (June 25) we made arrangements to have the generator checked at Camping World in Jacksonville, Florida rather than risk the safety and comfort of the remaining pet passengers we were scheduled to pick up on the east coast for their trip back to the western states (week of June 23 – 29). The western states had been experiencing record breaking triple digit temperatures and Florida and the eastern states were experiencing hot, humid temperatures with road flooding and record breaking amounts of rainfall. After running diagnostics on June 25th, it was determined that one of our generator sensors was failing. We opted for a full repair rather than risking the air conditioning failing in the heat. Due to the hour of the day and the length of repair, we were not back on the road until the following day, June 26. At this point, we did make contact with all of our clients who we felt may be affected by a slight delay. We did speak directly with Gina [redacted] (our pick up contact – Mr. [redacted]’s mother) and tried reaching Mr. [redacted] (now in Arizona), but did not reach him directly so we left a voice message. We did not sense any distress from Gina (his mother) nor was there a call back from [redacted]. On Sunday, June 29, we again contacted Mr. [redacted] to give him an update. Although the delivery time we communicated was well within our quoted time frame, he seemed somewhat upset. After explaining the situation and the transport update, he seemed to understand. At no time during our conversation with him did he indicate there were any issues, or that he was expecting some type of reimbursement. In addition, AT NO POINT DID ANY OF US INDICATE TO MR. [redacted] THAT WE HAD CHANGED THE VEHICLE ORIGINALLY ASSIGNED, as he so states in his complaint. On July 1, 2013, our driver again contacted Gina [redacted] with the estimated date and time for arrival in Texas, which was approximately 8pm (CST) the following day (July 2). We placed a second call to Gina late afternoon on July 2 updating our arrival in Cedar Hill, Texas to approximately 10pm (CST). At no point during any of our conversations with her on either the 1st or 2nd did she indicate that arrangements for her to take off work was necessary (as [redacted] indicates in his complaint), nor did she indicate any issues with our timing for arrival. Pick up went smoothly and delivery in Arizona was made at approximately 10:30 pm (Mountain time) on July 4, two (2) days ahead of the allotted time frame. Many clients do not understand the nature of ground travel and the handling of pets in excessive heat, road conditions, weather and everything else Mother Nature throws our way. According to Mr. [redacted]s Client Information Form, pick up was expected to be between June 28 – July 6 (not 6/24-25 as his complaint indicates). Our goal is to service our clients to the best of our ability ALWAYS keeping the pets they have entrusted to our care as the number one top priority, rather than ignoring small issues that can become large or dangerous issues in order to keep to a daily schedule. We attempt to keep our telephone calls to our clients when there are issues at a minimum, but do always communicate with them once all the facts are known. Every client receives the driver’s direct cell phone number and are welcome to contact the drivers directly, seven days a week including holidays, but at no time did Mr. [redacted] do that. In summary, Pets on Board Transport not only met, but exceeded the contracted time frame submitted by Mr., [redacted] while supplying a safe and comfortable travel for his pet, [redacted]. This was done in a 2012 custom Terra Van with electricity, back up air and heat, sleeping accommodations for the driver, housing, bedding, food and water bowls, and bottled water for the trip all supplied by us. This driver, who receives nothing but praise from our customers, is a certified vet tech and should have received a gratuity, or at the least a thank you instead of an attempt to receive service for free.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9605396, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This resolution is an absolute insult to read. I can't count how many inaccurate claims were made.

First of all, the claim made by Patrica that I selected the dates of June 30- July 6

is completely incorrect. When I initially called I was told he would be

picked up NO LATER THAN July 30. I don't know what form she is referring

to as the attachment was not available to me, but that makes me question

the ethics of this business further if they put a date on a form and

are claiming that I acknowledged it. I did sign forms, but nothing indicating that the pickup date would be as late as July 6.

To address this matter

further, the lack of communication on the initial day of pickup was not even addressed in the

resolution. I think that says alot about this company. When shipping someones Pet communication is critical. Yes, we were both contacted, I never once said that wasn't the case. What I did say is. I was

told they would be picking my pet up on the 25th or 26th...It rolls

around to the 26th and I get no call whatsoever. My mother, Gina, had to

call them to find out why nobody had came as she was waiting at home

for them. Congratulations keeping communication most of the way, but you failed miserably at letting us know you were experiencing issues and would not be there on the 25th or 26th. I don't think it should be that difficult to simply call someone who is waiting on you to let them know you're not coming. THAT, is what is unacceptable.

Additionally, You make multiple statement saying that I never voiced my complaint to you, my mother never had any complaints...First of all, let's get the facts straight. When I received a call from Patricia I let her know EXACTLY HOW I FEEL. I told her they were running way behind and I was very unhappy with how things were going. I also stressed that I was on a tight schedule to follow the dates they PROMISED me at the time of payment and they are now outside of those dates. I have no further desire to talk to Pets on Board which is why I decided to go this route. I wouldn't expect my mother to complaint to Pets on Board since this is MY agreement with them, although she did stress her frustration with having to wait at home for two days thinking they were coming, which never happened. In any case, that is a completely irrelevant point brought up to add to the length of an already repetitive, inaccurate resolution.

Let's get one thing straight. The driver, Stacy I believe, was great. She was nothing but professional, polite and courteous, and let me assure you I DID thank her. She is not my concern, it is the office staff of Pets on Board who fail to keep promised dates and keep communication with their customers.

I can appreciate the lengthy, repetitive response to my complaint,

but it does nothing but restate the same thing over and over while

completely ignoring the issue at hand. I am not satisfied with the

resolution and would still like to be reimbursed for the time wasted by

my family watching my pet due to negligence from Pets on Board. I do not care to waste more time of out my day to continue going back and forth. I have supplied to facts to the Revdex.com as to what happened in my situation and what my desired resolution is. If Pets on Board chooses not to meet any kind of mutual resolution then this complaint will go as unresolved and I can only hope future customers read this before choosing Pets on Board. The worst part of this resolution is, not a single section showed any remorse for the inconvenience put on my family. As a matter of fact I was told I should be "thanking them". Whichever Revdex.com representative reads this, I will let you decide if you consider that professional customer service...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We adopted a dog from Devore, California 2 years ago but we live in New York! How to get her home? ONe of the rescue groups recommended "Pet On Board, LLc" Waht an amazing company! We were in touch with the driver and his coworker the whole time. Our dog clearly bonded with both of them during the 5 day ride as she did not want to leave their side when they delivered her straight to our front door! She was clean, happy... the van was also kept clean. How much did we like this service? We tipped the driver $50 for a job well done and have been recommending them to friends and stranger alike ever since. 5 star business. Everyone I know that have used them since agrees. THANK YOU, PETS ON BOARD!!

From my first conversations with co-owner [redacted] to the transport of my two beagles from my home in Texas to their new home in San Diego, the entire experience with Pets on Board Transport was extremely positive. The driver, [redacted], phoned me regularly, days before he arrived at my home for pickup, each day of the trip, and the moment he delivered my dogs, 2-1/2 days later. [redacted] is the kindest, most compassionate animal lover I have ever met. He is so good to all the animals he transports, knows them all by name, knows their quirks and how to calm them if they become fearful. [redacted] and all of the employees at Pets on Board Transport truly care about your pets (they call them "your babies"). I would recommend the service without reservation.

I am overwhelmed with the compassion these folks have for animals. They provided excellenct care and love to my resuce animal from San Antonio TX to Washington PA. I would recommend this crew to anyone needing loving transportation of a loved animal. A++++++++

We helped some acquaintances move to AZ. At first, the acquantices contacted Petsonboard. We decided to go with them. All of my contact was with [redacted] on the phone. I gave my credit card information and paid in full. A couple of hours later, we realized that $3000 was way too much to bear and decided it was much cheaper to rent a van and drive them ourselves from Upper Michigan to AZ. Since I had gotten my receipt via email, I used email to cancel the reservation.
Just to be safe, I called my credit card company and asked them NOT to honor this bill since I could get no response via email or telephone from Petsonboard. The credit card company said they couldn't do anything until the bill was charged.
I couldn't believe it the next day when I was at the car rental desk, I was informed that the truck was on its way and was going to haul items and a motorcycle! This was not mentioned in my conversations with [redacted].
I called rain again and spoke with [redacted] his wife repeatedly. She was nasty and unpleasant and refused to listen.
My acquaintances were safely delivered with their dogs to AZ for under $1,000. My credit card company did not honor Petsonboard request for payment. I was happy.
Then today, 2 months later, I got a letter from the credit card company that Petsonboard still wants $743.75!!! Of course, I will fight it but please know that these people are unreasonable and have incredibly poor communication skills. they do not answer emails or phone calls/messages.
I understand [redacted] and [redacted] are new owners so whatever good reputation this company had is gone with these newer owners.

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Description: Pet Transporting, Pet Boarding & Kennels, Pet Training

Address: 502 Meadowlark Ln, Oldtown, Idaho, United States, 83822-9240

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Shady, yet now dead: once upon a time this website was reported to be associated with Pets On Board Transport LLC, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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