*Update* The credit card company provided us with a credit after investigating further. Check their yelp reviews (hidden & shown) BBB history, and #akonapet tag for more customer complaints. Buyer beware.
Exceptional Service! It is far from easy to relocate pets to Hawaii. Whether it is for a permanent move or just a quick vacation, the rules and regulations regarding pets being granted entry to the Hawaiin Islands is extremely complicated and lengthy. After becoming overwhelmed with the process and unsure if I was correctly managing the paperwork, I decided to use a Pet Shipping Service and I chose Akona Pet.
Guess what? The credit card company took her side even though she was in breach of her own contract. The only statement that the credit card company cared about was when Ruth stated "no refunds after 7 days." It sounds like Ruth knows how to play the game because she also knew exactly what to say during our conversation. The credit card rep even felt bad but there was nothing she could do. The only way to get a refund now is through small claims court.
Horrible do not use! Poor communication. Phone calls, emails and text messages not returned days on end. Finally get emails and phone calls back after Hawaii Animal Quarantine cc them in email saying "sorry you were unable to contact your pet moving service". When you try to explain all the errors they are making on the paperwork and dates of travel they will not listen and interrupt you, lie and then hang up on you. Stay far away from this company as they are nice before getting your money but once they have it things change . They lie and turn things around to blame the customer when they have made the errors. I wont got into details of all the errors but will only advise you that if you thought they would help you with the paperwork in shipping you animal to make things easier forget it. Record any phone calls as what they say and do is very different. Very unprofessional company!
It is sad that people post such negative reviews in an attempt to tarnish the reputation of others. My experiences have been nothing like the bad reviews posted. I honestly do not believe them at all! Every phone call, every e-mail, every communication I've had with Akona Pet has been exceptional in service. These guys really know what they're doing and I highly recommend them.
Awful. I just wanted a quote on shipping my 3 animals. Instead I got snarky responses when asking questions. I asked what airlines they used. I get you have a give us the deposit first. What would be an estimate on flying them i can give you sizes. Nope. Have to have your deposit first. She even told me that if I wanted to believe internet reviews to fly my animals myself. $900 for you to verify paperwork? No thanks. Biggesr ripoff I have ever dealt with. Work on customer service. I can totally tell you don't have the Aloha spirit. Good day.
Ruth at Akona Pet has been amazing throughout the entire process. I have had a great experience with this company since day 1. They take care of everything! Crates, flights, & most importantly they make sure your paperwork is in order and correct for clearing Quarentine. I could not have made a permanent move with my pets to Hawaii without Akona Pet.
Horrible service that takes your money and runs!!
Their emails are not in any way easy to keep track of. They send multiple different emails from different employees, saying to look at things outlined in gold, when papers have things highlighted in red, and instructions that seem clear, but at the airlines they removed all labels and all things I had done according to AkonPet's instructions. They also received my paperwork for my pup on time, and kept claiming they never got it, though it was one email they did reply to. Because of this they sent incorrect paperwork and an incorrect flea treatment. They then lied and said they had to use the most recent rabies record to find his weight to send the treatment they did, but if they had actually needed to do that, they still would have sent the correct flea treatment, as his most recent rabies record that was in their position had the correct weight. We asked for a refund on this and they said this wasn't possible. When we then began to tell them we would be seeking legal action, they emailed my fiancé and told him I was overreacting and they had offered me a refund, typing up an email and screenshotting it without the date on it. I have the actual email where they denied me the measly $18 for the treatment, with a date on it. So yet again, they point blank fabricated info and lied. Honestly if I had the time, I truly would take them small claims court, because I cannot believe they can get away with treating people this way. We will be filing for a refund from my credit card company though. Our dog made it, but the whole 'decoding of info and making the process easier'... No. This was a nightmare, and constant stressor. Stay away. Seriously. Just file the paperwork yourself. Your vet likely knows all the things the pet needs, mine did, then all you have to do is call the airline and book a cargo ticket, and make sure you pay the state of hawaii in the correct timeframe, and have the bill of health within 10 days of travel. Seriously. Don't give them a dime.
Ruth was responsive in providing a quote and preparing the contract. Luckily, we already had the forms needed for our dogs arrival so I just needed someone to help coordinate with the travel portion. We signed the contract on December 3, paid $332.50 and agreed on a flight date of January 17. The Hawaii Department of Agriculture requires the application form to be sent out at least 10 days prior to your pet's arrival. I began emailing Ruth on January 3 to confirm the January 17th travel date. After a total of fours emails and one voicemail, Ruth was completely unresponsive. My last email dated January 6th stated that if she did not get back to me by 5pm that day, I will need to cancel my contract.
I truly cannot begin to express the horrible experience we had with this company. From the beginning they seemed nice enough, answered questions and took our money, then it was all downhill from there. Weeks went by without emails being answered, voicemails were never returned. My fiancé and I are both extremely busy people and hiring this company was supposed to ease the pressure from moving our sweet pup, it actually created more problems in the end. I can't even explain the terrible things they did to me, but here are a few examples: a phone call appointment was made, they missed it, I called every day that week to make a payment, they never replied. I told them repeatedly I would be unreachable for a week out of country. They emailed me the day I left without any apologies or excuse. They then said they played phone tag with my fiancé and that he didn't know they needed to collect money, which is a blatant lie. My fiancé called them for two days so he could make the payment while I was away. Another instance was after a week of emails, asking questions, I FINALLY got a call back, and a very rude remark when we told the person our dog weighed more than we thought, they said "well that's kind've important information we need to know" and I said, yes ma'am I've been trying to tell you all week but I haven't been able to get an answer. She then asked me if I was ready to be calm and answer questions, to which I replied, "Yes, I have been ready since last week." I was then hung up on. Mind you I never once raised my voice. I was curt, but what do you expect when you take weeks to respond then are rude upon your first sentence to a customer? This is a customer service business for people, is it not? I asked many questions that were never answered as they decided it was a stupid question. I have an email which I believe they accidentally sent to me, all notes about our interactions, 95% of which are fabrications to make me seem terrible. I have my emails and screenshots from what I said to prove they are making things up. They literally point blank called me stupid!
I'm still holding onto the original rabies certificates required by the Hawaii dept of Ag that should already have been mailed and Ruth is nowhere to be found. I had no choice but to move on and dispute the deposit. While the credit card company called Ruth with me on the line, Ruth actually picks up the phone! Ruth then denies that she ever received any of my emails even though I was just replying to her old message. She even said that she never received my voicemail.
Akonapet Hawaii Pet Movers is a US Point Of Interest based in Kailua Kona, Hawaii. Akonapet Hawaii Pet Movers is located at 77-6493 Princess Keelikolani Dr, Kailua-Kona, HI 96740, USA.
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