Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ****** to take care of my two male cats while I went ovacation for one week from Monday June 24 to Saturday June 29th and to water my flowers and a tree I have in a large pot. I hired her for two 20 min visits and one 30 min visit a day. Her main responsibility was to visually see that both of my cats were still in the backyard/house, because I have cat fencing to keep them in, but, it is not the most secure. I even put GPS collars on them to help her find them. I have a small house and a medium backyard with only two beds and a shed in the backyard, so there are not many places for a cat to hide. From my very first day on vacation, she sends me a text that she can't find my cat. She proceeds to tell me that she can stay over time and keep looking - for a fee. She did this six times, charging me extra, saying that she couldn't find my cats, within the 20 and 30 minute visits. Like I said, I have a small house and a medium yard and the cat's had GPS colors on them. What was I going to do? Of course I'm going to pay her extra while I am gone. I ended up coming home early because I did not trust her. I sent her a message that I did not need the afternoon visit on Saturday. She said she was going to charge me for the visit plus a $50 cancellation fee! I ended up coming home on Friday evening and told her she did not need to come anymore. With three less visits, she ended up charging me $20 more than the contracted rate as if she would have done those three visits! In addition to that, the tree that I grew from a sapling had not been watered all week and is dead. She ended up charging me a whopping total of $685, my tree that she killed is worth more money than that. She refused to apologize and she did not offer any fee adjustment, she just charged me the absolute maximum that she possibly could. She never did give me a contract - she kept it after I signed it. She added onto that contract - after I signed it - I cannot prove that, I don't have the original.

  Business Response

  Date: 07/21/2024

  Thank you for your feedback ****. We are very sorry to hear you had a negative experience with us. We will be implementing new polices moving forward due to your concerns. We will now require all cats to remain inside, if there is any concern of their safety from the client or the pet care provider. We are sorry you experienced so much anxiety on your trip. We do stand behind the level of care we provided to you kitties. They were always safe within the house or yard and well taken care of. ***** are more than a few inaccuracies with your claims. Please review the invoice sent on June 29th, 2024. The invoice reflects just two visits incurring overage not six as claimed, for a total of $17.50. This amount was added to the final balance as agreed upon in the contract. The cancelation fee and milage fee for the services that were canceled were waived. As to the accusation of changing the contract, this is slander.  I have attached files of the contract that was singed by *********************** and dated 6/23/24. Were are also very sorry about the damage to your tree from being blown over in a wind storm, it was watered every day as requested. Furter more, this job was never included in the list of serves required as stated being one of the main reason to hire, but instead added on verbally after the formal agreement was made. We did do our very best to accommodate with all of the additional last minute request through out your reservation. For any further concerns or comments please contacts us, customer satisfaction is our number one priority. 

  Customer Answer

  Date: 07/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************