Complaints

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked them to drive my dog from ***********, 24 m from **********, **, to *******, paying $1200. The trip started in *******. My dog was one of the first to be picked up, I was told 8/16, but pickup was 8:30 pm on 8/18. The route went up to the Canadian border in ********, down to ***********, to **************, ** in 9 days. My dog didnt want to eat several times due to stress. I was told on the phone my drop-off would be mid-way on the trip. I became stressed at the rate of the trip, 3-hour breaks and lengthy delays in getting underway. I asked when my dog would be dropped off and what was the route but was ignored. Only when I said wed drive out to meet the driver to shorten our dog's trip did I get the route sent to me. It had changed, and my dog was dead last on the route. The route went from ************** ** to ********, SW to *********, to *******************, up the ********** to **********, then SE to *******. At that rate, it would take over a month. The closest point for us to drive out and meet the driver was 9 hours away. The owner showed no concern for my dog being transported in a cage for over a month and was rather cold. My dog was expected to travel north up the entire **, down again to the Gulf Coast, halfway up to ******** and down again to ******, and up again the entire US west coast, along the entire width from coast to coast, and then back again to *******, to accommodate their adding dogs to the route. She told me they had a right to add dogs on the route. The ordeal they were willing to put my dog through, over a month in a cage in a van, is criminal. I felt like my dog was kidnapped. I drove 9 hours both ways to rescue our dog from the callous treatment. He had been stuck in the van for 12 days, with more than half of the trip still ahead. They should refund to us half of the charge because they threatened our dogs health and mental well being by subjecting him to a lengthy, unreasonable, inhumane, potentially dangerous ordeal.

  Business response

  09/03/2024

  I have text messages between me and clients and also alot of the communication was done with his wife ***** over the phone. The day of pickup when I reached out regarding picking up ****** I didn't get a answer that's when the husband said you do know I'm in AZ with and I said no. I immediately called ***** to confirm she stated ****** was in AZ and coming back to ******* since they were on vacation. She stated her husband was flying back in to ******* and was going to call me back that when he messaged said he wasn't going to fly out till the following week. ***** reached out to me and said they were going to wait until we reached ** to get ****** before booking a flight back to ******* I said no problem and I formed we were traveling north first and she said that was fine just to keep her posted.  They messaged a few days after together a update I state we had Texas OK and NE before reaching Az I never mentioned anything it was going to take another week.  ***** then called and said they were going to cancel because by the time ****** reached ******* it would've been time for them to go back to ** since their kids were starting school. She ask how would we go about the deposit I stated my deposits is non-refundable but it can be apply to another trip if needing to come back to *******. She stated that was fine since they would've had a future trip back to ******* ask if they needed to give us  anything else I said no the deposit would apply as a deposit and she said ok that's what we will do and thank you. Then I get the text from her husband 

  Customer response

  09/03/2024

   I am rejecting this response because:

  The business provided communication and documents unrelated to my complaint.  They provided info relating to different customer complaint, communication with persons other than myself.  The business did not respond to my complaint in any way.  Maybe they receive enough complaints to mix up their responses.
  
  

  
  

  Customer response

  09/13/2024

  I have not heard from the business in response to my complaint.  Their actions are indefensible and they don't care.

  
  

  Business response

  09/18/2024

  Good evening is have responded back with text messages to this complaint and she states I didn't respond back. Also she try to put in the complaint where she booked us through after they reviewed it careful also the complaint was removed as we did everything right in our end. I will send conversations through a separate email for that 

   

   

  ---------- Forwarded message ---------
  From: ******** <******************************************************************************>
  Date: Tue, Sep 17, 2024, 8:23 PM
  Subject: Fwd: [Request received] URGENT: Update required for shipment 30 lbs Pomeranian from ************, ** to ****, ** (2507 mi)
  To: <**********************************************************************************************************************************************>

   

   

  ---------- Forwarded message ---------
  From: ******* (CitizenShipper) <******************************************************************************************>
  Date: Sun, Aug 25, 2024, 3:27 PM
  Subject: [Request received] URGENT: Update required for shipment 30 lbs Pomeranian from ************, ** to ****, ** (2507 mi)
  To: ******** <**********************************************************************************************>

   

  ##- Please type your reply above this line -##

  Hello there,

  Thanks for reaching out to CitizenShipper. Your message is important to us!

  Your request (******) has been received and is being reviewed by our support staff.

  During normal business hours we strive to respond to tickets within an hour. However, we're experiencing high demand as of now so please allow up to 24 hours to hear back from us.

  Your message is very important to us and we will 100% respond as quickly as we can.

  We have a *********** where you can find answers to a wide range of questions.

  If you are a driver, please visit: **********************************************************************************************
  If you are a shipping customer please visit: ***************************************************************************************

  Our office hours are Monday-Friday 8am-5pm, Sat: 9am-5pm, (CST)

  Thank you and we look forward to speaking with you.

  ******* (CitizenShipper) Aug 25, 2024, 2:27 PM CDT Hello ********, We hope this email finds you well! The customer who booked you for 30 lbs Pomeranian from ************, ** to ****, ** (2507 mi) informed us that the delivery of their dog has been delayed. Please provide us with the following information at your earliest convenience: 1. Your current location and estimated time of arrival? 2. The current condition of the pet? 3. Did you discuss the length of the trip or an approximate delivery date with the customer prior to pickup? Additionally, could you please advise if the number of dogs on this route was discussed before booking or pickup? Could you share the current number of dogs you are currently transporting? Your prompt response is required and appreciated. Failure to respond to the request may result in your account being temporarily locked as per your agreement: Driver Agreement and Terms of Use Best, ******* CitizenShipper Customer Service Recognizing and Preventing heatstroke in animals: **************************************************************************** Pet Safety Reminder - Keep it Cool during the Summer *************************************************************** Drivers on CitizenShipper can sign up for 24/7 mobile vet care through our partner ********. Give your customers peace of mind with qualified veterinarians always a call away! -->********************************************************** Take a minute to visit our blog, its packed with useful information! *******************************

  This email is a service from CitizenShipper. Delivered by Zendesk

  [GVEZMR-7J4DL]

  Customer response

  09/18/2024

  I am rejecting this response because:  She said she responded to my text messages.  She, never the driver, did respond except not to my requests for when the dog would be dropped off and what the actual route would be after my dog was picked up and after lengthy delays.  She finally gave me a truncated route image after I insisted, which was different from what she had told me before my dog was picked up.  My complaint still stands on all counts.  ************ puts dogs at risk in weeks-long, unhealthful conditions that were decidedly different from what she verbally told me.  Now I know why she sometimes called me instead of communicating in writing.   I was contacted my another Montana dog owner whose dog was on the same trip, and at her request I picked up her dog in **** also, and drove it to ********  She said she was also verbally told her dog would be dropped off in ******* after ******** instead of another 2-3 week drive.  
  
  
  

  Business response

  09/26/2024

  My response : you were updated throughout the whole trip with text messages phone calls and videos in which I have proof of it all. Your pet was cared for throughout the whole trip in which I have videos that were sent to you to show proof. You pet was in our care for 8 days time after time we repeatedly mentioned to you it was only one person driving and the same person caring for pets on the road. Driver had every right to stop to rest as needed along with stopping to walk pets get gas use the rest room eat and not to mention dealing with inclement weather and traffic. You decided you wanted to meet the driver in **** even though your pet was being cared for. We have nothing else to mention after this as we did everything correct on our end

  Customer response

  09/26/2024

   I am rejecting this response because:
  I had to intercept the route because the company did a bait and switch on not just me, but another dog owner who was told, like me, that our dogs would be driven to ******* midway across the country, and specifically, after ********.  We were both dismayed when the route was changed to put us last on the route, after 11 days with most of the route yet to go.  I didn't expect the route to take so long, even if they had abided by their original route that they told us both about.  Having a dog spend long days in a locked, stacked up crate for weeks is not good care.  They were stopped for walks on lengthy 3 hour and longer stops.  Taking as many dogs as they could, adding along the way, subjecting dogs to weeks mostly locked up in a crate is not giving the dog's welfare a priority.  I was sent 2 videos of the driver walking my dog.  That's fine, but doesn't excuse the lengthy, longer than promised trip.   I was sent an image of the last half of the altered route after asking several times.  I don't think she wanted me to know she changed the route.  Maybe it was somehow more profitable to take a circuitous, unreasonable route, bypassing ******* to go strait to ********* instead.  The route not shown was from ******* up to the New York Canadian border, after which they could have stayed north and gone west to *******, instead went down to the Gulf coast and up again to ********.  The route they picked and altered gave no concern to how many days a dog would be in a crate, gave no priority to dogs that were picked up early on the route, in our case, ***************
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We paid a $500 deposit to ******** at Boss ladii ************************************************ to transport our dog ****** from ******* to *******, which we paid by *****. We have texts to prove this as well. The driver was supposed to pick up our dog ****** on the 17th of August. I received a phone call from ******** the morning of the 17th and was told that they made a mistake and thought they were picking ****** up from ******* and transporting him to *******. The contract clearly states that he was supposed to be picked up in ******* and driven to *******. ******** let us know that our dog ****** would be picked up by Tuesday or Wednesday the 21st or 22nd. It's now the 24th of August and today we received a text from ******** that says the driver hasnt even reached ***** yet, and that they have to make stops in both ******** and ******** before making the trip out west to *******. Thus adding another week plus to the trip before our dog is even picked up.This forced our family to find an alternative option to transport our dog as we are moving across country. We contacted ******** who refused to return our deposit of $500.00. so we are now forced to take legal action including: Small claims court, attorney general, and filing a complaint with the BBB, unless I am reimbursed for the $500.00 deposit. We are also contacting the **** regarding the unethical business practice of Boss ladii *************************************************** only resolution is full reimburstment of the deposit, we can provide text message receipts as well if needed. We were told the deposit would be returned as long as the driver was not in route to pick up our dog which I have texts to prove that the driver is not in route, they are going to *****, ********, and Olklahoma first.

  Business response

  09/03/2024

  I have text messages between me and clients and also alot of the communication was done with his wife ***** over the phone. The day of pickup when I reached out regarding picking up ****** I didn't get a answer that's when the husband said you do know I'm in AZ with and I said no. I immediately called ***** to confirm she stated ****** was in AZ and coming back to ******* since they were on vacation. She stated her husband was flying back in to ******* and was going to call me back that when he messaged said he wasn't going to fly out till the following week. ***** reached out to me and said they were going to wait until we reached ** to get ****** before booking a flight back to ******* I said no problem and I formed we were traveling north first and she said that was fine just to keep her posted.  They messaged a few days after together a update I state we had Texas OK and NE before reaching Az I never mentioned anything it was going to take another week.  ***** then called and said they were going to cancel because by the time ****** reached ******* it would've been time for them to go back to AZ since their kids were starting school. She ask how would we go about the deposit I stated my deposits is non-refundable but it can be apply to another trip if needing to come back to *******. She stated that was fine since they would've had a future trip back to ******* ask if they needed to give us  anything else I said no the deposit would apply as a deposit and she said ok that's what we will do and thank you. Then I get the text from her husband 

  Customer response

  09/03/2024

   I am rejecting this response because: The business is unethical and lying. The contract, which i uploaded in the original complaint, states which address our dog ****** was to be picked up from. The communication that the business is stating is far fetched, the business was extremely apoligetic for messing up the pick up address. If you are 2 days from ***** and then heading to ** and OK its safe to say that it's AT LEAST 1 week additional delay, which meant that we were over 2 weeks past the agreed pick up date. We understand mistakes happen, not 2 weeks of mistakes. Refund the money or well see you in court! 

  There will be no other remedy or negotiations

   

  
  

*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. ↩