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Pet city houston reviews1/7/2024 ![]() She arrived safely in Melbourne in March and we were overjoyed to be reunited with her. We also got a photo from her layover in Singapore. The team picked up our pet from our house and kept and cared for her while sending pictures and communicating with us the whole time ensuring us she was well while she was in their care for a couple of days before her flight. They provided The pets travel plan in advance with granular detail and answered all my questions with care. They ensured our pet had gone to her vet check ups, including helping to schedule some of them, with consistent follow ups. The entire team did a fantastic job getting us from start to finish. Pet Express helped transport our elderly Cocker Spaniel Cookie, from Folsom, Ca to Melbourne, Australia in Feb/March 2021. She was very dedicated, professional, reliable, sincere, knowledgeable and caring too. Karen's service in particular was exceptional. Karen advised us as soon as the flight landed safely there and gave us the final information regarding the Melbourne Quarantine Facility discharge process.The three cats are now settling in their new home.The whole Pet Express team made that relocation a success and we are very grateful. A special thanks to Sean.Pet Express delivered our three cats to the airport on schedule for their international travel to Melbourne. ![]() Receiving updates and seeing the cats was very reassuring. Pet importation to Australia is not an easy feat due to the very strict rules and the long and complicated procedures.Before their departure, Pet express liaised not only with us but also with our local veterinarian in Hoboken.Due to Covid-19 the first scheduled flight was cancelled so instead of leaving from the nearest airport, Newark, about 15 minutes from our domicile for a direct flight, they had to go to JFK, more than 1 hour’s drive to fly to Los Angeles via Seattle.In Los Angeles, the cats had to spend few days at the Pet Express cattery to get their final treatments and checkups of a vet, and to have the last paperwork endorsed by the USDA, prior to their flight to Melbourne where the Australian Government Quarantine Facility is located.During their stay there in Los Angeles, housed in cleverly designed pods, we received regular updates and photos of the cats from the staff at the Pet Express cattery. ![]() Karen from Pet Express addressed all our issues promptly with patience and attention. We did everything we were supposed to do on our part even with a very vague contract and they did not live up to their part of the contract.We had to relocate our three cats from Hoboken, NJ, on East Coast of the USA to Sydney, Australia during the pandemic.We used Pet Express for their relocation and we are so glad we selected this company.We were very anxious about them undertaking such a long and stressful travel, confined in crates, particularly for the two older cats as they are over 10 years old and extremely skittish. The contract is very vague (hope an attorney didn’t draft this). They literally have you sign a one page contract consisting of about 2 paragraphs. Clearly the owner and staff are in the business of making money and really don’t genuinely care about the pets there. He started exhibiting symptoms 4 days after purchase and the store did NOTHING. We ended up taking the poor dog to a vet near our home and he had to he had to hospitalized due to a upper respiratory infection AND parvo on February 12. We asked that we exchange the dog not even get a refund and they said no, all they could do was pay for medication. One of the times we brought the dog into the store, the dog defecating on himself in the store while standing up, and they stood there and watched him and DID nothing. ![]() After multiple visits to the store and the veterinary the store recommended, the owner and staff did nothing to resolve our issue. The dog started exhibiting a hacking cough on February 7, 2021- just 4 days after purchasing. I’m sad to report that our dog passed away last night February 13,2021. I purchased a dog from here on Februfor $3500.00 cash, no financing. Apparently my review was just deleted by the owner so I’ll post it again.
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