Stephen's Pack & Move

Complaint: [redacted]
I am rejecting this response because:[redacted] and [redacted] vaccination records were made available to you, PetRelocation, prior to travel so you could ensure they were in line with DEFRA’s regulations. Whether or not DEFRA previously enforced Regulation (EU) No 576/2013 Annex III number 2 letter c is not the issue. Your company should have been fully aware of this regulation and ensured all of the pets you were sending abroad met the aforementioned standard, as it was/is written on the books. The fact that they tightened this regulation and not fully enforced prior is moot. The regulation is, and has always been since June 2013, and that is the regulation your company should abide by. Because you did not do this, and follow the regulations as written, my pugs were quarantined. Your very own website states, “Country-Specific Pet Relocation Specialists—Every one of our Pet Relocation Specialists is designated to a region…which means your relocation will be handled by someone who is familiar with the latest import/export requirements for your destination. This experience is invaluable to our clients, providing assurance and confidence in a stressful situation.” I paid you for this service and you did not hold your end of the deal, to ensure my pugs met the requirements.  “Your Pet Relocation Specialist will contact your veterinarian to introduce themselves, go over your pet’s vaccination history, and advise the veterinarian as to the next steps.” You had access to my vet records, I paid you to review them and ensure they met the UK standard, which had been in place since June of 2013. You did not do this.“[redacted] specializes in arranging moves to this popular country for expats and transferees, and she works with clients to make sure their pets’ vaccines, paperwork, flights and more are all properly in order.” This, did not happen. I paid for this and it was not done correctly, which had detrimental impacts for the dogs and I.As you sate, your company working through the weekend to convince UK officials to make an exception for my pugs was in vain. The rule was there. It has been there since the 12 of June 2013. My consultant should have taken a bit of her own advice that is posted on your website, “You really have to be careful when doing your research. International pet travel requirements change often, so make sure what you’re referencing is current. Then, once you know the requirements make sure your pet is up to date on the required vaccines.”I paid you for a service that was not delivered. Yes, you covered the bill for my pugs quarantine and the emergency vet bill I was stuck with (which is the additional costs I requested which you note), but by no means should I have to pay you for your “service”. I could have done this and got the same result by myself. I paid you to know more than me. Your website and intake consultant ensured me of these things (knowing more than me and GUARENTEEING me, no quarantine which I have in writing).Your negligence and failure to fully adhere to Regulation (EU) No 576/2013 Annex III number 2 letter c has had dire impacts on my dogs and I. It was a traumatic experience and I can only hope that some day you will experience the dame duress we endured.I want the money I paid to your company refunded, as the service I paid for was not provided in addition to the negligence on your part by not adhering to the aforementioned regulation when sorting my dog’s documentation for their transatlantic move. The fact we are even having this discussion is egregious.Your company does fine work when they get it right, but when you get it wrong, it is absolute misery with no accountability. 
Regards,
[redacted]

Dear [redacted] I am sorry to hear that you are disappointed and completely agree with you that customer service is essential. PetRelocation strives for best-in-class service with every client, even when unexpected obstacles occur. It was definitely unanticipated by many pet travel agencies, including...

PetRelocation, that DEFRA would suddenly choose to have a stricter interpretation of past rabies regulations. As you know, pets with 3 year vaccines must now provide a vaccine history under this new interpretation to prove there had been no lapses in coverage. Unfortunately, we discovered your dogs did have such a gap, and were therefore required to go to quarantine at the Animal Reception Centre. Despite this sudden change, your primary relocation team (and many others), worked through the weekend to convince UK officials to make an exception for your pets. We had hoped that by acknowledging your concerns, being transparent about the obstacles, and by paying for quarantine (and additional costs you requested) of $2,200 USD to reunite you with Fergie and Lilly, you would see PetRelocation both cares and is committed to the happiness and wellbeing of families. We always do the best we can to partner with our clients through any complications that arise and are sorry you do not feel this was accomplished. Regardless, we wish you, [redacted] and [redacted] the best in your new life in the United Kingdom. Kindest Regards, [redacted]