LS
Laron S
1 reviews | Active since Nov 2022
30 Nov 2022, 17:29
Be wary of which relocation and pet travel company you choose.
Pet relocation was extremely stressful and overpaid for what was one of the worst experiences I have ever experienced.
Internal issues resulted in numerous errors being made, quotes incorrectly billed, increased amounts. Took management weeks to respond and not even prepared to offer any sort of compensation or goodwill gesture to admit their fault.
Still waiting for the actual figures of my quote and what I paid for the service broken down from initial quote and increases app**** multiple times but no luck, I feel as though I have been ****med.
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Replies (5)
South African Relocations's replyOfficial
01 Dec 2022, 08:37Hi Laron,
As discussed via email, I have personally looked into your file, confirmed payments received vs invoices sent and the rates on file are correct.
While I understand there was added stress due to your consultant resigning with no notice or formal handover of your account, Louise stepped in and handled your Pets Relocation to completion and your fur babies arrived safe and sound.
Increased costs you mentioned were due to increases in flight costs from initial quoting phase to final bookings, which you were advised on and agreed to when accepting your quote, knowing that flight costs and freight rates would be updated in the month of travel. Please refer to your accepted quote and our T&C's.
As you are aware and mentioned in your email correspondence with Louise, the rand lost a lot of traction against the dollar and fuel costs escalated between the initial quote and the actual booking which accounted for the increase.
I will request a breakdown of invoices vs payments received from Andrew in accounts and provide this to you as way of proof.
Kind Regards,
Tony Hartmann
Sales Manager
As discussed via email, I have personally looked into your file, confirmed payments received vs invoices sent and the rates on file are correct.
While I understand there was added stress due to your consultant resigning with no notice or formal handover of your account, Louise stepped in and handled your Pets Relocation to completion and your fur babies arrived safe and sound.
Increased costs you mentioned were due to increases in flight costs from initial quoting phase to final bookings, which you were advised on and agreed to when accepting your quote, knowing that flight costs and freight rates would be updated in the month of travel. Please refer to your accepted quote and our T&C's.
As you are aware and mentioned in your email correspondence with Louise, the rand lost a lot of traction against the dollar and fuel costs escalated between the initial quote and the actual booking which accounted for the increase.
I will request a breakdown of invoices vs payments received from Andrew in accounts and provide this to you as way of proof.
Kind Regards,
Tony Hartmann
Sales Manager
South African Relocations's reply01 Dec 2022, 08:37
Official
Hi Laron,
As discussed via email, I have personally looked into your file, confirmed payments received vs invoices sent and the rates on file are correct.
While I understand there was added stress due to your consultant resigning with no notice or formal handover of your account, Louise stepped in and handled your Pets Relocation to completion and your fur babies arrived safe and sound.
Increased costs you mentioned were due to increases in flight costs from initial quoting phase to final bookings, which you were advised on and agreed to when accepting your quote, knowing that flight costs and freight rates would be updated in the month of travel. Please refer to your accepted quote and our T&C's.
As you are aware and mentioned in your email correspondence with Louise, the rand lost a lot of traction against the dollar and fuel costs escalated between the initial quote and the actual booking which accounted for the increase.
I will request a breakdown of invoices vs payments received from Andrew in accounts and provide this to you as way of proof.
Kind Regards,
Tony Hartmann
Sales Manager
As discussed via email, I have personally looked into your file, confirmed payments received vs invoices sent and the rates on file are correct.
While I understand there was added stress due to your consultant resigning with no notice or formal handover of your account, Louise stepped in and handled your Pets Relocation to completion and your fur babies arrived safe and sound.
Increased costs you mentioned were due to increases in flight costs from initial quoting phase to final bookings, which you were advised on and agreed to when accepting your quote, knowing that flight costs and freight rates would be updated in the month of travel. Please refer to your accepted quote and our T&C's.
As you are aware and mentioned in your email correspondence with Louise, the rand lost a lot of traction against the dollar and fuel costs escalated between the initial quote and the actual booking which accounted for the increase.
I will request a breakdown of invoices vs payments received from Andrew in accounts and provide this to you as way of proof.
Kind Regards,
Tony Hartmann
Sales Manager
LS
Laron S's updateReviewer Update
01 Dec 2022, 10:42Hi Andrew,
Yes correct they arrived safely however the customer service was ********** and in now way have you in way come to the party to compensate for this based on how bad and stressful it was.
In terms of what I paid and what you quoted is by what was requested in all conversations. Once again my original quote from Louise was a lower amount and including domestic flight, I was invoiced an amount for R5k more with the incorrect flights not matching quote and incorrect amount. After advising your team that you have booked the wrong carrier twice then it was only fixed during the course of this mess up my prices just for flights had massively increased and still doesn’t justify the exorbitant increase and this is where I asked you for the actual breakdown comparison of my original quote for KLM that was sent compared to my new cost.
As mentioned previously I have requested this and you were meant to provide over 6 weeks ago but keep getting a recon of my account which is not what was requested.
I want to see the cost of domestic flight, international flight and price of fuel on my agreed quote from River for KLM and domestic and quoted and the cost breakdown of the flights I paid for domestic and international, no need to include the boarding and con fort care package.
This will provide transparency of what I was quoted and what I have paid for as my original quote from including domestic flights was R54k from River. I made a payment of R59k just for the flights initially (incorrectly allocated some of this amount to my shipping bill another error) already R5k more than quote. Then paid a further increased amount and a subsequent credit once the flight error was booked.
I have never doubted the T&C you mention as I am aware but that is all I keep getting told without seeing the facts of the breakdown of what I have paid for versus what I was originally quoted.
The problem is blame is apportioned to a staff member that left your business in a hurry and that is a problem that you hd to fix and sort out but this was at the cost of an extremely poor experience which you admitted but yet you are not even prepared to offer any compensation or clarity to put my mind at ease.
A number of promises not fulfilled and poor correspondence has made this experience poor.
If you can please advise when I can expect this breakdown as requested multiple times so that we can resolve this.
Regards
Laron
Yes correct they arrived safely however the customer service was ********** and in now way have you in way come to the party to compensate for this based on how bad and stressful it was.
In terms of what I paid and what you quoted is by what was requested in all conversations. Once again my original quote from Louise was a lower amount and including domestic flight, I was invoiced an amount for R5k more with the incorrect flights not matching quote and incorrect amount. After advising your team that you have booked the wrong carrier twice then it was only fixed during the course of this mess up my prices just for flights had massively increased and still doesn’t justify the exorbitant increase and this is where I asked you for the actual breakdown comparison of my original quote for KLM that was sent compared to my new cost.
As mentioned previously I have requested this and you were meant to provide over 6 weeks ago but keep getting a recon of my account which is not what was requested.
I want to see the cost of domestic flight, international flight and price of fuel on my agreed quote from River for KLM and domestic and quoted and the cost breakdown of the flights I paid for domestic and international, no need to include the boarding and con fort care package.
This will provide transparency of what I was quoted and what I have paid for as my original quote from including domestic flights was R54k from River. I made a payment of R59k just for the flights initially (incorrectly allocated some of this amount to my shipping bill another error) already R5k more than quote. Then paid a further increased amount and a subsequent credit once the flight error was booked.
I have never doubted the T&C you mention as I am aware but that is all I keep getting told without seeing the facts of the breakdown of what I have paid for versus what I was originally quoted.
The problem is blame is apportioned to a staff member that left your business in a hurry and that is a problem that you hd to fix and sort out but this was at the cost of an extremely poor experience which you admitted but yet you are not even prepared to offer any compensation or clarity to put my mind at ease.
A number of promises not fulfilled and poor correspondence has made this experience poor.
If you can please advise when I can expect this breakdown as requested multiple times so that we can resolve this.
Regards
Laron
LS
Laron S's update01 Dec 2022, 10:42
Reviewer Update
Hi Andrew,
Yes correct they arrived safely however the customer service was ********** and in now way have you in way come to the party to compensate for this based on how bad and stressful it was.
In terms of what I paid and what you quoted is by what was requested in all conversations. Once again my original quote from Louise was a lower amount and including domestic flight, I was invoiced an amount for R5k more with the incorrect flights not matching quote and incorrect amount. After advising your team that you have booked the wrong carrier twice then it was only fixed during the course of this mess up my prices just for flights had massively increased and still doesn’t justify the exorbitant increase and this is where I asked you for the actual breakdown comparison of my original quote for KLM that was sent compared to my new cost.
As mentioned previously I have requested this and you were meant to provide over 6 weeks ago but keep getting a recon of my account which is not what was requested.
I want to see the cost of domestic flight, international flight and price of fuel on my agreed quote from River for KLM and domestic and quoted and the cost breakdown of the flights I paid for domestic and international, no need to include the boarding and con fort care package.
This will provide transparency of what I was quoted and what I have paid for as my original quote from including domestic flights was R54k from River. I made a payment of R59k just for the flights initially (incorrectly allocated some of this amount to my shipping bill another error) already R5k more than quote. Then paid a further increased amount and a subsequent credit once the flight error was booked.
I have never doubted the T&C you mention as I am aware but that is all I keep getting told without seeing the facts of the breakdown of what I have paid for versus what I was originally quoted.
The problem is blame is apportioned to a staff member that left your business in a hurry and that is a problem that you hd to fix and sort out but this was at the cost of an extremely poor experience which you admitted but yet you are not even prepared to offer any compensation or clarity to put my mind at ease.
A number of promises not fulfilled and poor correspondence has made this experience poor.
If you can please advise when I can expect this breakdown as requested multiple times so that we can resolve this.
Regards
Laron
Yes correct they arrived safely however the customer service was ********** and in now way have you in way come to the party to compensate for this based on how bad and stressful it was.
In terms of what I paid and what you quoted is by what was requested in all conversations. Once again my original quote from Louise was a lower amount and including domestic flight, I was invoiced an amount for R5k more with the incorrect flights not matching quote and incorrect amount. After advising your team that you have booked the wrong carrier twice then it was only fixed during the course of this mess up my prices just for flights had massively increased and still doesn’t justify the exorbitant increase and this is where I asked you for the actual breakdown comparison of my original quote for KLM that was sent compared to my new cost.
As mentioned previously I have requested this and you were meant to provide over 6 weeks ago but keep getting a recon of my account which is not what was requested.
I want to see the cost of domestic flight, international flight and price of fuel on my agreed quote from River for KLM and domestic and quoted and the cost breakdown of the flights I paid for domestic and international, no need to include the boarding and con fort care package.
This will provide transparency of what I was quoted and what I have paid for as my original quote from including domestic flights was R54k from River. I made a payment of R59k just for the flights initially (incorrectly allocated some of this amount to my shipping bill another error) already R5k more than quote. Then paid a further increased amount and a subsequent credit once the flight error was booked.
I have never doubted the T&C you mention as I am aware but that is all I keep getting told without seeing the facts of the breakdown of what I have paid for versus what I was originally quoted.
The problem is blame is apportioned to a staff member that left your business in a hurry and that is a problem that you hd to fix and sort out but this was at the cost of an extremely poor experience which you admitted but yet you are not even prepared to offer any compensation or clarity to put my mind at ease.
A number of promises not fulfilled and poor correspondence has made this experience poor.
If you can please advise when I can expect this breakdown as requested multiple times so that we can resolve this.
Regards
Laron
LS
Laron S's updateReviewer Update
01 Dec 2022, 10:53A R14k increase in flight prices alone is what I have calculated (26% increase) from original quote.As mentioned I am mainly interested in the domestic flights as I still believe where Louise had quoted including domestic my new prices paid was now included as additional in my last payment.
LS
Laron S's update01 Dec 2022, 10:53
Reviewer Update
A R14k increase in flight prices alone is what I have calculated (26% increase) from original quote.As mentioned I am mainly interested in the domestic flights as I still believe where Louise had quoted including domestic my new prices paid was now included as additional in my last payment.
South African Relocations's replyOfficial
02 Dec 2022, 09:55Hi Laron,
As per our phone call yesterday, I will escalate again and provide updates and feedback soonest. Kindly allow me until early next week to come back to you.
Kind Regards,
Tony Hartmann
Sales Manager
As per our phone call yesterday, I will escalate again and provide updates and feedback soonest. Kindly allow me until early next week to come back to you.
Kind Regards,
Tony Hartmann
Sales Manager
South African Relocations's reply02 Dec 2022, 09:55
Official
Hi Laron,
As per our phone call yesterday, I will escalate again and provide updates and feedback soonest. Kindly allow me until early next week to come back to you.
Kind Regards,
Tony Hartmann
Sales Manager
As per our phone call yesterday, I will escalate again and provide updates and feedback soonest. Kindly allow me until early next week to come back to you.
Kind Regards,
Tony Hartmann
Sales Manager
LS
Laron S's updateReviewer Update
15 Dec 2022, 13:55Hi Tony,
still no update after promising to get back to me within a week? I have honestly given you and the company plenty of chances to rectify .
This kind of service is beyond acceptable.
still no update after promising to get back to me within a week? I have honestly given you and the company plenty of chances to rectify .
This kind of service is beyond acceptable.
LS
Laron S's update15 Dec 2022, 13:55
Reviewer Update
Hi Tony,
still no update after promising to get back to me within a week? I have honestly given you and the company plenty of chances to rectify .
This kind of service is beyond acceptable.
still no update after promising to get back to me within a week? I have honestly given you and the company plenty of chances to rectify .
This kind of service is beyond acceptable.