Happy Tails Pet Shipping Service, Tucson, Arizona - cancelled service, but was charged

Complaints.com received the following consumer message on July 13, 2002:

From:

RE: Happy Tails Pet Shipping Service, Tucson, Arizona - cancelled service, but was charged

I am writing this letter to complain reference Happy Tails Pet Travel Service. I had originally contacted Happy Tails in February 2002 regarding shipment of my pets from Germany to Dallas, Texas. I did not speak to the owner, Bridget, but another individual. I discussed the shipment of my pets and the price. At that time, no mention was made at all regarding a 24 hour cancellation, nor did she mention the fact that the price did not include the actual air transport. I again contacted them in June 2002 regarding shipment of my pets. At no time, did I look at their web page, nor did they provide me any information other than what they could provide, such as information, making the reservations, etc. Again, they did not specify that this fee did not include the actual air transport, nor the cancellation policy. Since I got the phone number from the Internet, and only the phone number, I was not aware of their policy. I did go to their web site to download the pet reservation form, as instructed by the individual I spoke to. I probably am remiss in not looking at the entire web site, but did not feel that I needed to since I was talking to them. When I realized that this so called service provided by them was nothing that I could not have found myself, I decided to cancel the whole thing. Since they had called me from the US to Germany and had provided some information, when I e-mailed them to cancel, I stated that I felt that I owed them something, but not $700. I originally gave them my credit card information and sent the reservation form, on 14 July 2002. After realizing that I didn’t want their service, I immediately e-mailed them (I have copies) on the following Monday. At this time, they informed me that they had a 24 hour cancellation (Weekends shouldn’t count, not normal working days). In fact, Happy Tails had not even booked the flight. I believe that they shouldn’t charge me for what little they provided, which was basically nothing. For the amount they are charging, I feel that I have been fleeced. If that charge included the airfare for the pets, it could be reasonable. The total amount would be well over $1,000. Happy Tails should also understand that moving is a very unsettling and emotional experience, to include a very stressful time. I didn’t realize all of their policies, and will admit that I should have read their whole page. However, I didn’t. But, I also feel that I should be allowed to cancel (since my feeling is I made the 24 hours) and because they hadn’t even booked the flight. If they are counting weekends for cancellation, why couldn’t they have made the flight reservations on Saturday, 15 June 2002? The main reason I am writing to you is to hopefully come to some sort of resolution regarding the amount of money they are charging me, which my husband and I will dispute, and the fact that I feel their prices are incredibly high for absolutely nothing that one cannot find on the internet on other sites. What they provided was basically useless. Please advise me as to what further action I can take to attempt to resolve this problem and hopefully keep others from being fleeced. Since I understand they also do business with the military, I will forward this letter and another protest letter to the Department of Defense Transportation Command. This would allow military members the opportunity to know before they use Happy Tails. Thank you Laurie A. Sargent After 24 July please send any reply to Email User