www.doggonetaxi.com

Beyond stressful

I honestly don’t even know where to start, I feel like I could write a novel. I will try and keep this as short as I can.Let’s start with the only positive- my dog made it to England alive, but even that wasn’t any thanks to Dog Gone Taxi. The whole process was unprofessional and extremely stressful. I started talking with Ashley (relocation assistant) about 3 months ago with the start of our plan. At that point we didn’t really know which country we would be flying into and were just trying to get an idea of prices to different locations. Every location request seemed like a burden, not a great start. There were emails I sent with questions that just simply got ignored or would take days to respond. The fact that they are dealing with people’s fur babies and that this isn’t exactly a cheap process, I expected the communication to be outstanding. There was a lot that happened in between the beginning and end, but again that would turn into a novel so I’m skipping to the end. Our boy has diabetes and I had made Ashley and everyone else I talked to aware of this fact from the very beginning. I would think this should be flagged on every single one of his records and made a top priority. My husband is already in England and we had made timing so that I would give our boy his insulin shot right before checking in and then my husband would give him one as soon as he landed. He would end up missing a dose, but we didn’t have much choice at that point. The day before departure I ended calling Rebeca, the manager, and got more information from her than I had in over 80 emails between Ashley and I. She even spotted a mistake where I was being overcharged.So here we are the day of departure and I have gotten zero communication from Ashley in the past couple of days and zero information about how to pick him up on the other side. I email Rebeca asking what my husband has do on the other side and she gets back to me almost instantly, but informing me that customs clearing takes an additional 6-8 hrs after landing… At this point I am pure panic attack, there is no way our dog could go that long without his medication. Not once was I ever told he would have to wait that long. Rebeca gave me information to get a hold of ARC at the London airport to try and figure out what we can do. Before I can even reach out to ARC, they emailed me! The manager on the other side reached out, introduced herself, and explained that she would oversee Remi’s clearing. I was in shock that I was getting better communication from the London airport than I was from Dog Gone Taxi. We called Sarah at ARC, and she had no clue he had diabetes and was glad we reached out because they would have fed him! Sarah was able to arrange for my husband to bring in the meds and a vet to administer the shot. I am still absolutely disgusted that it got to that point. If we hadn’t contacted ARC on our own our dog could have had a seizure or worse. I emailed Rebeca telling her about this and there was NO apology, nothing but a template response. I understand companies are short-staffed and policies are always changing because of covid, but our experience wasn’t because of this. It was from incompetence and lack of communication. I’m not just telling my story for future customers, but also to the company in hopes they will find some better staff who actually care about what they are doing.

Date of experience: Nov 16, 2021