Silver Birch

I’ve heard that negative reviews get removed so I’m testing this theory by posting my mediocre experience with Silver Birch. We originally were going to relocate our pets ourselves but as the time approached we decided to reach out to Silver Birch for reassurance. We paid £329 for their ‘Silver’ service. We were willing to spend large amounts of money to ensure of dogs were in good hands as most families are. The last few days of completing paperwork were a complete headache. England was six hours ahead of us at the time, and although we spoke to Holly when we could and she was friendly when we spoke. They offered nothing past 6:00 pm when their office closed leaving us having to sort out any issues with the vet visits ourselves. I’m not speaking of trying to ring at any crazy hour but even if we had a question at 6:30 pm we were given a number that went straight to voicemail with no other option than to send an email for questions that needed an immediate response. On the day our dogs arrived, they arrived at 6:00 am. Dean didn’t send any pictures or tell us when he picked them up, so I tried to keep contact with Holly who informed us that his phone was dead. Our dogs finally arrived 12 hours later. I know the process of waiting for your dogs release can take a while, but we were told our paperwork was perfect and we paid our fees to the airport at 9:00 am. When Dean arrived he was using his ‘dead’ phone as a GPS and he had another dog in the back. He told us he had been out all day, which makes me believe our dogs were in their crates in the back of his van for hours while he was making rounds delivering other dogs to their owners. I have no idea how he has five stars. The thought of my dogs being hauled around stuck in their crates in the back of the Silver Birch van for hours, like a package delivery service, after having been on a 12 hour plane ride hurts me deeply. And the thought of loving pet parents getting taken advantage of hurts as well.

Our girl London, was well taken care if when we used the Silver Birch kennels and Silver Birch was amazing at ensuring our girl got back to the states safely, even after last minute changes with final destinations. Highly reccomend!

My two pugs stayed here for 30 days after we moved to the UK. I went multiple times to walk them, I just had to call before I went to set up a time. I was very pleased with their service in every way! Would for sure go back!

I second what another reviewer said--the staff is either rude or completely incompetent. It was easy to book, but then when I had questions they wouldn't reply or if they did, they didn't answer the question even if black and white. Asked for a refund in accordance with their policy and I had to get USAA involved in order to get my refund due to lack of communication--two months later! We ended up using the airline provided kennel service, which didn't cost any extra and was so easy, they fixed the multi-week long nightmare Silver Birch caused in just a day in through two emails!EDIT: To what another reviewer said below about negative reviews being removed, Dean actually threatened me if I left a negative review!

I cannot speak on their boarding services, but I can speak to their consulting services. Inaccurate directions on the Annex IV cost me time and money as the form has to be filled out correctly USDA will endorse it. Those folks coming from the US are often a few hours drive from a USDA office so any mistake is costly.This alone should not warrant such a low rating right? when I pointed out the error they double downed on their position (which is not correct). They actually refused to board my GSD after that. To their credit they refunded all but the consulting fees.The USDA provides detailed instructions and samples on how to fill out the EU Annex IV. Far better than these guys. Also if you're flying United Petsafe, they provide a document verification service as part of the fee. Something Silverbirch will not tell you.Good luck folks!

They handled our dog amazingly, they have 2 parts the pet jets and the kennel. Both ran from the same facility and staff. The pet jets part advised our customs paperwork and did a very efficient pickup for us at the airport. The kennel part dud an amazing job keeping our doggo happy and healthy. Everyone was nice and charismatic with both people and canines!

Despite being pretty crazy expensive, the workers are always friendly to us and our dogs. We've used them probably about three times now and our dogs are just fine staying. They even send pictures to you so you know your pets are fine. The cages are sizable and they take the dogs out to walk daily. No real complaints.

Excellent service! Though I did not ship my dog through them and flew him with myself as checked cargo, the people at Silver Birch were more than helpful getting me set up. Not only did they help me determine the right kennel size for my dog, but they also sell the necessary equipment needed to ship. They most of all put together the kennel for me to ensure t was airport approved with the feeding trays attached, newspaper, zip ties, etc. I am so grateful for the assistance as it turns out my flight with my dog was seamless beginning to end. Should I ever need to ship an animal from the U.K. to/from again, Silver Birch is the company I would choose.

If you are bringing your pets to the UK there is no better service than these guys. We moved from the US to the UK and they answered all of questions that we had throughout the ordeal. They will answer your question promptly so the process is just a little bit easier. Also, we used their shuttle service that picked us up from the Airport along with the pets which was nice. You know that bit of information when you find a local mechanic that is trust worthy and will only tell you exactly what you need for the repair. This is just like them very hard working and very reasonable prices and the most important trustworthy!

So helpful in the process to bring my cat to the UK. Made our arrival and transport from Heathrow simple and quick. Also, a lovely boarding experience upon our arrival when our lodging had no pet rooms available.