None disclosure of fees and poor service

We are in the process of immigrating to Australia and got a quote from SA Relocation and their service from their agent was pleasant, he recommended we use JetPets for the relocation of our pets.

JetPets is a sub division from SA Relocation and their quote was reasonable so we decided to accept the quote presented at the time. This was since October 2022 and we paid R60 000 mid January 2023 for JetPets to continue with the process of relocating our pets.

I have been requesting a full breakdown of the quote and invoice of what was paid for thus far, I have requested an invoice noumuras times and even send examples of breakdown of other pet relocation companies breakdown of cost and eventually I received an invoice.

The invoice stated we still need to pay R130 000. This was almost R80 000 more then what was agreed to. The original quote was between R104 000 and R115 000.

I deliberately asked JetPets if all cost where included in the quote refering to cost in SA aswell as the Australia side. It took JetPets a while to confirm but they did confirm all costs where included in quote we accepted.

After our shock seeing the increase of the quote we confronted JetPets as to why the cost have gone up and we have not agreed to any new costs. JetPets response was that their Australian agents cost increased and due to new Australian regulations their costs went up.

We are very unhappy about the undisclosed cost and we opted out of using JetPets for the relocation of our pets we also demanded a full refund due to poor service and undisclosed additional costs.

We requested proof of what was paid and if permit applications for our pets where done and it was a mission getting that information from JetPets as well. We got our pets original vet chart books back but they did not give us the Rabies declaration that was done by them by the state vet as they did mail us the forms but refuse to respond to me as to when I can come and collect the original forms which we need.

They also can't show me what has been paid as jet and what not. We have been in constant communication with JetPets and I informed them I will be voicing my discarisfaction with their service and lack of disclosing all relevant fees.

I gave them an ultimatum last week to pay back our money by close of business Friday before I voice my unhappiness and they requested I give them time till close of business Monday the 20th February, which I agreed to.

Yet again I send mails following up requesting feedback on my pets rabies declaration and pirmit applications reference numbers and our refund. It was confirmed it will be done by close of business today 20th February. After waiting and following up JetPets request I send them my proof of banking and refund request form which was send to them on the 9th of February.

At 17:15 JetPets request I resend forms via WhatsApp to their accounts department. I send it via WhatsApp and remailed it. JetPets not once sticked to their words and I have no faith in them. Still no refund was done and no forms was being made available, I am just being bruched off.

JetPets will tell you I have been threatening them but all I wanted was to get my pets 2 doxies safety to Australia and on an affordable way as agreed and due to JetPets my pets will have to stay behind longer then planned, emotionally we are sadened as our dogs are our children and we trusted JetPets to assist us through this process and make us feel at ease but all we got was empty promises and disappointing service.

I agreed not to voice my opinion on JetPets service unless we resolve all matters for all parties by close of business 17:00 but once again JetPets fail to adhere to agreements. I will think twice before considering JetPets for the relocation of your pets.