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:07/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  We hired this pet sitting company to care for our two cats while we were out of town for 2 weeks. We asked for food and watering, Cat to be played with, litter box to be cleaned. We paid ahead for these services. During the course of our vacation they can't sitter was unable to locate our second cat. Through our internal security system we were able to verify that they were not two cats present though we left and there were. When we departed all doors were closed and both cats were accounted for. Multiple times we requested the cat sitter fine at the missing cat to no avail. She also canceled a few visits and broke our cat water fountain. On the final day of our vacation we beg the cat sitter to open all doors and confirm that the cat was in the house as we were worried he somehow escaped into the garage while the cat sitter was in and out. She was still unable to find him. Upon returning home it was very evident that the cat had been trapped and my oldest son's room as there was urine all over the bedroom and torn up carpet. While the cat survived we ended up having to pay $1,200 for damages. The cat said her head come over and is on camera admitting to fault and agreeing to pay for damages. Now she is refusing and her husband is becoming threatening.

  Business Response

  Date: 08/17/2022

     First, I do want to apologize for not responding to this when requested.  I have been very busy since mid-to-late June thru present and it's been difficult to get to my PO BOX until today.  I wasn't able to pick up mail til after 5:00 so unable to contact you.

     Early on when this situation came into play, I was willing to 'do right' by ***** ******* but I had asked him to get me a couple estimates and we could go from there, letting him know I would be willing to come out and pickup the estimates instead of taking time to mail them - However, I had only agreed to pay for the son's closet and doorway threshold which is where *** ******* told me the damage was - urine smell in the closet and the torn threshold (which I took a picture of).

      What was put in the consumer's complaint and in her letter to me is definitely not all truthful.

      I was wondering if it would be possible for me to come in this coming Monday, the 15th, after 1:30PM, to talk to you and give you my side of the situation that has gotten way out of hand (my opinion only).  I will work on a letter to the ******** over the weekend. 

      On my phone, I have ALL of the text messages between me and ******** since I sent her 3 references before we met in person - 5/17/21.

     Texts and Group text messages between me, *** *******, **** *******, and my husband are all accounted for.  I'm trying to see if I can print all of them out but haven't found it yet.  I feel they should be read by your office on my behalf since the ******** have their recording. 

      I have no problem returning the fee of $119 that the ******** paid me for my service.   What they're asking for is definitely out of the question but I am willing to come to a more reasonable amount - unfortunately, I don't feel they are - it just increases. 

  Customer Answer

  Date: 08/17/2022

  While I understand that the business may have been unable to respond to the complaint and certified mail In sent, they were more than willing to respond to text messages and encourage pursuit of legal action. Unfortunately, the carpet was beyond simply repairing a threshold and closet, the entire room was required to be replaced by the company who originally installed the carpet. Due to negligence, failure to provide key services as contractually obligated (did not show up on agreed upon dates, did not ensure both pets were accounted for, did not ensure the house was in the order it was left) we maintain our complaint of failure to deliver service and will pursue legal action as the business owner's husband advised.