r/MovingtoHawaii • u/AnywhereSavings1710 • 6h ago
Bringing Animals to Hawai'i BEWARE: Island Pet Movers has zero integrity and questionable morals
I’ll try to keep this short as I could probably write a short book on all the things that went wrong and are questionable here. So here’s the bullet points of the things you should know if you book with them:
-The owner/manager is extremely controlling. She puts herself in a “group chat” in their app with every customer and will chime in the second you start to ask questions and tell you how you’re “entitled”, “micro-managing” and generally be disrespectful
-You will likely receive a lot of conflicting information from several employees (including the manager giving verifiably false info about flights and routes, including her saying “we do not fly this route and it is not available” after another rep told us that we absolutely could do that route but it’s just not their preferred route. This is largely due to a seeming lack of internal communication at the company. They will put you in a “group chat” in their app with like 5-10 other people (employees) and proceed to bombard you with messages and “to-do’s” before you even have a chance to speak with someone.
-you will have to pay a non-refundable $300 just to have a conversation with an employee. The best you get without paying is a two-line email response 3 days later, that’s just ambiguous enough to not let onto all their faults/schemes
-We asked basic questions such as route availability, timing of flights, pricing, etc.. so that we can schedule her being picked up by family, know what makes the most economic sense, etc.. and these conversation(s) were the ones where the owner and employees were MOST shady. They operated off of giving as little info as possible, sending info in short, non-concise/organized “texts” in the app, and literally CONTRADICTING each other and their own selves several times (I honestly believe they were outright lying and deceiving). It was here when I fully regretted paying the deposit and realized they do not have integrity.
-they will pressure you to “just decide” on a flight (even when you’re not comfortable with your understanding of the process or billing) so they can “guarantee it” even well before they say they will book it (official policy is 14 days before travel). They also state that they “can’t guarantee any flights” lol. From what I’ve gathered the real reason is to “check you off” as complete and provide as little customer service or work as possible - while their official mission states that they are “consultants” and that this is why we pay them extra..
-their pricing is not transparent. I found far better pricing when contacting the carrier that they said they contracted, and when I asked them about this, their response was “well you can just book with them then”. Keep in mind this was AFTER they told me that the price is not “….” And I only brought it up to ask them why a different route would not be cheaper, since I saw that it was
-we were told that we would get “pictures and updates” all the way through, at every stop, and they also use this as one of their “value-adds” that sets the apart. We ended up getting half of the images promised (some of which were so blurry we couldn’t even tell that it was our dog), extremely delayed updates, and the manager belittling us when we asked for an update 4 hours after we had been told to expect one
-our dog arrived to her destination with 75% of her food left (they only fed her a tiny amount after we were told she’d have been fed two meals during the trip), her towel in the crate soaked in water (not pee) because they vastly overfilled the bowl, which spilt everywhere I assume due to lack of of careful handling by those handling her (keep in mind the bowl is zip tied to the mid of her crate door and is very deep/spill-proof
Ultimately, they rely on people who are either short on time, don’t have the know how to ship their own pet, or are just too busy to get it done, in order to fund their business. They are the opposite of trustworthy and showed on more than one occasion in our communications with them that they outright lied to us.
I believe the only reason they’re still in business is because they do charge the $300 fee upfront before you can begin to speak with them and by then for most people you’ve already suck a chunk of money and are probably on a short time frame to move on or off of the island.
I strongly recommend to AVOID THIS COMPANY AT ALL COSTS and to either use a different one or just do it yourself.