"All the animals have settled in beautifully, and your company, and Matt Kincaid, meant that moving our pets was easily the least stressful part about this move. Matt Kincaid was fantastic - I really liked that I had the same contact from the very beginning, and Matt was consistently patient, informative, reassuring, and cheerful throughout the whole process. I loved that even though it took us months to make a final decision about which pet relocation service to use, Matt was happy to let us take our time in making the decision. He never pushed us to make a decision, and always responded almost immediately to my emails, even if he hadn't heard from me in a month or two, and answered all my questions fully. He was unfailingly patient with my uncertainties about filling out the paperwork, and was always happy to walk me through each piece of the move - even when he had already done it twice!
You guys really do take care of everything - the information packets are clear and well written, the instructions are easy to follow, and any questions I had Matt was happy to answer. I felt that short of having Matt literally following me around telling me what to do, every single thing was taken care of - I just had to follow the instructions already provided. There were so many details that I didn't know about and hadn't even thought of.
I was especially impressed with Matt on the day of the move itself. I must have called him three times within a one hour period to go over (and over, and over) all the stickers on the crates, the bedding in the crates and whether it was appropriate, the paperwork, the copies of the paperwork, etc. I never felt that he was sick of hearing from me, he was completely understanding and also extremely reassuring. After the pets were picked up, he was going to call me as soon as he got word that they were checked in. I was too nervous to wait, however, and called him to check in. He hadn't heard anything yet, and what I loved about this was that he was able to just say, simply, calmly, and cheerfully "I don't have any information right now, but I will call you as soon as I do". I've worked in client service, and that is an extremely difficult thing to do - it is a real skill to be able to tell a nervous client that you have no information, without making it sound like a disaster that you don't have information, and without trying to cover for the fact that you have no information. I know it doesn't sound like a big deal, but it was a really big deal to me at the time, and I think it speaks to how good Matt is at his job. (He also called me back about 30 minutes later to tell me that they were all checked in and everything was fine).
The animals had arrived at our flat in London by the time I woke up the next morning, and were all in fantastic shape, and happy to see my husband! I got there the next day, and as far as I can tell they all act as though they've always lived here.
Feel free to use any part of this email as a testimonial, and feel free to include my email address if anyone would like to contact me directly. I couldn't be more pleased with my experience. I've also given your company's information to 3 or 4 people who contacted me from expatexchange.com, after I posted there about my experience."