Craters & Freighters Eastern Nebraska Builds a Special Crate for a Customer's Special Friend

Posted in: no categories

Dear Karen,

Thank you for providing me with your email address and the opportunity to be able to share the wonderful customer service and experience that I had with one of your Craters and Freighters locations.

I would like for anyone who may read this email to understand the FULL effect of what the employees at the OMAHA, NE. location did for me and my family. With that said ...please forgive the length of this email but I feel like the only way to REALLY show my gratefulness and appreciation in its true capacity to tell the WHOLE story.

Last October I moved to England to be with my husband who is a member of the United States Air Force. I was expecting to be able to take our dog with my son and I when we moved. However, it was quickly brought to my attention that it was not going to be as easy as I had thought. In order to bring any animal to the UK you must either quarantine them for 6 months at a cost of $6000.00 OR have the animal treated and under a Vets watchful eye for 6 months BEFORE travel. BRUTUS (my dog) is a 166 pound St. Bernard and he is a BIG BABY and a very gentle GIANT so putting him in quarantine for 6 months was NOT an option. With the help of an AMAZING friend and several family members, I was able to have Brutus taken care of for 6 months (while I continued on to England) and did not have to give him away. THANK GOD FOR ANGELS!

Well the time FINALLY arrived for me to head back to Nebraska to bring my Gentle Giant home. I was not able to fly into Omaha as Brutus was going to have to fly out of Minneapolis because the airlines do not transport animals out of Omaha. I flew from London to Minneapolis and then took a 6 hour drive from Minneapolis to Omaha, where I then began finalizing all the paperwork and last minute Vet visits for Brutus. I was told by the Airlines that the "container" for the animal must be big enough for the animal to sit, stand, and lay comfortably. So off to Petsmart I went, on a mission to purchase the BIGGEST dog kennel that I could get. And to my surprise they ACTUALLY had one that was plenty big enough for him to do these things. I payed my $200.00 for the kennel and went on about my way.

Four days later I headed out for my 6 hour drive BACK to Minneapolis, so excited to be bringing my "other child" HOME with me, where my husband and our 9 year old son were anxiously waiting our arrival. Upon arriving at the Cargo department at the airport, I was quickly informed that the Kennel was not big enough (2 inches too short) to transport the dog to London as England has an ENTIRELY different set of rules for shipping animals. They refused to transport Brutus in the kennel that I purchased as they would have received a $10,000.00 fine from London. ... I changed my ticket to leave on the following Monday (6 days later). I came this far, and I was bound and determined that I was NOT leaving without Brutus. As I drove BACK to Omaha again, I began to worry and wonder if I was realistically going to be able to bring Brutus home or not. I cried nearly the whole way back to omaha scared to death that I was going to have to give him away. Not only was this absolutely heartbreaking for ME, but how was I going to break the bad news to my son?

The airline had given me a TWO PAGE list on the requirements of what the kennel must be. Including EXACT measurements, materials that must be used, etc. They even drew a picture of what it should look like.The following day (Wednesday 16th) my Dad and I called everyone and anyone we knew to see if we could have something "specialty built" for SIR BRUTUS HIS MOOSENESS..as I know call him. After calling and emailing several different people..NO LUCK AT ALL...no one was willing or had the ability to get this task done, let alone in such a short time frame, as I needed the Kennel by Sunday night and most places are closed over the weekend. I was losing ALL HOPE very FAST...that is until I met the staff at the CRATERS AND FREIGHTERS location in Omaha, Ne. on Portal St.

When my dad, my sister, and myself (it was a family effort) arrived the employees were skeptical at first as to whether or not they would be able to take on the task. However, they were immediately helpful in brain storming as to how they could get the kennel made to the specifications in the amount of time that they had. They had even suggested the possibility of using a door off of one of there kennels at home if they were unable to get the materials needed. They informed me that they would do some checking around to make sure they could get all the supplies in time and they would call me in about an hour to let me know if it would be possible.

Approximately 30 minutes later they called me back , said they could do the job and it would be ready at 3pm on Friday. (less than 48 hours later). I can not even begin to explain the INSTANT relief and overwhelming joy that I experienced in that very moment. Tears of joy were uncontrollably streaming down my face and I could not wait to call my son and my husband and tell them the fantastic news....BRUTUS WAS COMING HOME!

On Friday at 1pm I arrived to pick up the crate (two hours PRIOR to the time they had said it would be finished.) I was in absolute SHOCK when I saw it. IT WAS PERFECT IN EVERY WAY. The dementions were exact, the specifications were exact, the ventilation holes were exact, it actually looked EXACTLY the way the employees at the airline had drawn it for me. I could not have more pleased. That is UNTIL I got to Minneapolis on Monday morning... they had NOTHING bad to say about the kennel. They were in just as much shock as I was at how perfect it was. They loaded the crate off of the truck, weighed it, I got Brutus inside of it, and off he went..on his journey HOME.

Brutus and I arrived in London on Tuesday morning.

When I arrived at cargo to pick him up...AGAIN they had nothing bad to say about the kennel. IT WAS PERFECT. :):):):):):)

Brutus and I have been home for 4 days now and things have NEVER been better for me as my family is now COMPLETE!

Although it took the cooperation and patience of ALOT of friends and family, the bottom line is this..Brutus would not be home if it was not for the hard work, dedication, and excellent customer service of your Omaha location staff. And to me THAT is the TRUE meaning of PRICELESS!

With that said, My son, my husband, myself and BRUTUS would like to give a HUGE Thank you to Michael, Vicki, and Matt of Craters and Freighters in Omaha, Ne. There are truly NO WORDS that could ever describe how thankful my family and I are for your hard work. I guess it goes to show...WHERE THERE'S A WILL, THERE'S A WAY!

P.S.
I also made SURE to give Northwest Airlines all the information on your company as I am sure I am not the first or the last person that this has happened to. In addition to that, my husband and I have made sure and will continue to make sure that everyone we know in the USAF will also know where to go to have a dog crate built if need be. And I will also be posting this email on MY Photography business and personal website to get the word out as much as I can. I am sure that my Dad will also be spreading the word at his place of employment...Hyatt Consumer Affairs in Omaha, Ne.

Thanks again Craters and Freighters of OMAHA, NE.

Sincerely,
The Warner Family

Posted in: no categories