CitizenShipperReviews of citizenshipper.com

Response from CitizenShipperOct 22, 2024

We sincerely apologize for the issues you’ve encountered with your boat transport and the frustration surrounding the cancellation and refund process. We understand how disappointing and inconvenient this has been for you, and we regret that your experience did not align with our standards or your expectations. Regarding the $400 fee, we are aware of your concerns and are actively working to resolve this issue. While our policy requires a 72-hour window to confirm cancellations with drivers, we acknowledge that in your case, the driver had already canceled, and this caused unnecessary confusion. We are committed to expediting the refund process and will do everything we can to ensure your refund is processed as quickly as possible. We also apologize for the lack of clarity regarding our Booking Assurance Guarantee and support policies. We are reviewing this situation to improve communication on our platform and ensure that future customers do not encounter similar issues. Thank you for bringing this to our attention, and please feel free to reach out to us at [email protected] if you need further assistance or updates.

Response from CitizenShipperOct 22, 2024

We deeply regret the experience you’ve had with “AllPaws Transport” and the concerns you’ve raised about the refund process. We understand how disheartening it is to feel like you’ve been misled, especially after trusting the platform based on the verified reviews and driver information. We apologize for the delay in addressing your refund. While we aim to maintain high standards for the drivers on our platform, we are sorry to hear that this transport provider has gone out of business. Please know that we are actively investigating this situation to ensure that the necessary steps are taken to prevent this from happening again. We are currently working on processing your refund of the $450, and our support team will reach out to you with updates as soon as possible. We appreciate your patience and want to assure you that we are committed to resolving this for you. Thank you for bringing this matter to our attention, and please don’t hesitate to reach out to us directly at [email protected] if you have any further questions or need additional assistance.

Response from CitizenShipperOct 22, 2024

We are truly sorry to hear about the distressing situation involving your cats, Rocky and Sasha, during their transport with Pet Trek Express. We understand how incredibly upsetting this must be, and we regret the lack of response from the transporter. At CitizenShipper, the safety and well-being of the pets transported through our platform is our top priority. While we facilitate connections between customers and independent transporters, we take situations like this very seriously and are committed to assisting you in any way we can. We have escalated your case and will reach out to Pet Trek Express to ensure that they respond to your requests, including the provision of their liability insurance information. We are also reviewing the transporter’s actions to ensure accountability in this situation. We will keep you updated as we work through this matter, and in the meantime, please feel free to reach out to us at [email protected] with any further questions or updates. Again, we are deeply sorry for what has happened, and we will do everything we can to assist in resolving this.

Response from CitizenShipperOct 22, 2024

We sincerely apologize if there was any misunderstanding regarding our Pet Protection Guarantee. While it is designed to cover certain events such as veterinary costs, we understand that this situation requires a more thoughtful and comprehensive resolution. We are currently reviewing the driver’s actions to ensure that proper accountability is taken and to prevent something like this from happening again. Although we have refunded your registration fee, we recognize that this does not address the emotional and financial impact of the loss. We are committed to exploring further options to help make this right and will be in direct contact with you to discuss next steps. Please feel free to reach out to us at [email protected], and we will do everything we can to support you through this difficult time. Once again, our deepest condolences go out to you, and we are truly sorry for your loss.

Response from CitizenShipperOct 22, 2024

We sincerely apologize for the negative experience you had with the transporter and for the distress it caused you and your dog. At CitizenShipper, we expect all drivers on our platform to maintain the highest standards of care, professionalism, and communication, and we are deeply sorry that this was not the case during your transport. The issues you raised, including concerns about your dog’s care, the driver’s behavior, and the handling of communication, are completely unacceptable. We are taking immediate action to investigate this matter and will review the driver’s conduct and performance on our platform. If violations of our terms are found, appropriate steps will be taken, including possible removal from the platform. Your feedback is invaluable in helping us improve, and we truly regret the frustration and worry this experience has caused. We will follow up with you directly to ensure that this matter is fully addressed. Please don’t hesitate to reach out to us at [email protected] if you have any further concerns or details you’d like to share.

Response from CitizenShipperOct 22, 2024

We sincerely apologize for the disappointing experience you had with your recent transport and the confusion surrounding the communication. We understand how frustrating it must have been, especially after your initial experience went smoothly. We regret that the second time around did not meet your expectations. The issues you encountered with the driver, including the accident and miscommunication, are deeply concerning. While we facilitate connections between customers and drivers, we take full responsibility for ensuring that our platform provides reliable service. We are sorry that we did not meet this standard in your case. We will review the situation, including the details of the driver’s cancellation and the incorrect message referencing “Julie,” to understand how this happened and what steps can be taken to prevent it in the future. We appreciate your patience and would like to work with you to explore options regarding the extra expenses you incurred. Please reach out to us directly at [email protected], and we’ll make sure your concerns are thoroughly addressed.

Response from CitizenShipperOct 22, 2024

We are truly sorry to hear about your disappointing experience with the driver, and we completely understand your frustration regarding the unresolved refund. This is not the level of service we strive to provide, and we regret that the driver has not fulfilled his financial obligation to you. While CitizenShipper facilitates connections between customers and independent transporters, we understand that our customers rely on us to help ensure a smooth process. The situation you’ve described with the driver is unacceptable, and we are taking steps to investigate this issue and follow up with the driver regarding the outstanding balance. We appreciate your feedback and will work to improve our dispute resolution processes, including the review of drivers’ accounts when issues like this arise. In the meantime, we will continue to monitor the situation and reach out to you with updates. Please don’t hesitate to contact us at [email protected] so that we can further assist you in resolving this matter.

Response from CitizenShipperOct 22, 2024

We are deeply sorry to hear about your dog being lost during the transport, and we cannot begin to express how heartbreaking and distressing this must be for you. The safety and well-being of every pet transported through our platform is our top priority, and we understand the severity of the situation. While we connect customers with independent transporters, we want to assure you that we take this incident very seriously. We are actively working with the transporter involved and will do everything in our power to support your efforts in locating your dog. We sincerely regret that you feel we have not provided adequate assistance in this situation. Please know that we are committed to doing everything we can to help, and we will escalate this case to ensure that the transporter is held accountable. Our thoughts are with you, and we will continue to assist in any way possible. Please don’t hesitate to contact us directly at [email protected] for updates or any further assistance.