We pride ourselves on the excellent care and customer service we provide. We go the extra mile to make sure that the pets in our care have the best possible care; from noticing lumps that turned out to be cancer to noticing redness in paws that turned out to be grass allergies to lifting a large mastiff up off her bed and assisting her while she walked outside to potty, to intensive care and extra visits and 4 phone calls a day to report to the the vet for a diabetic dog whose blood sugar plummeted to a dangerous level after vomiting her meal between visits - we do far more than simply feed and water the pets we visit.
We go the extra mile to take care of the homes, too. From calling out a well company when water stopped to shampooing carpets to shutting water off at the street during the big freeze when the pipes thawed out and were leaking (we checked every house) to bringing in my husband for help set a ping pong table upright and away from a glass door during a wind storm, disabling a wired smoke detector that was malfunctioning (with client permission), oiling a padlock that would not open on a driveway gate and shutting off an ice maker that was leaking, we make sure the homes are safe and secure.
Recently we came across a severely matted cat who was kept in a bathroom and was in poor health. As a team we could not simply look the other way and allow the cat to suffer (matting causes pain from the hair being pulled during movement, rashes and possible skin infections and is an indicator of overall neglect). One of our pet sitters is also an Animal Control Officer for the Sheriff's Dept and she went to the job with the assigned pet sitter to evaluate the cat's condition. We reported the situation to the Sierra Vista Animal Control to conduct a welfare check upon the client's return and to encourage the client to have the cat seen by a veterinarian and be professionally groomed.
This cat was one of 14 cats in the home. 12 of the cats shared only 2 litter boxes. As a result there was urine and fecal matter throughout the home that we cleaned on every visit. Water dishes that had slime were washed and fresh water was given on every visit. Food dishes were topped off. This was an emotionally challenging job as we are a team of animal advocates who support rescues, volunteer at the shelter and foster homeless and abandoned pets.
This client has posted some very harsh reviews on Yelp and Google. She has said horrible things about our business and about me, personally. While we responded to the reviews we have disengaged from continued drama in rebuttals.
It is entirely likely that she returned home, 36 hours after our final visit, to find feces in the bathroom. We found it that way on every visit and cleaned it. She had told us at the consultation that the senior cat had ongoing issues with diarrhea. It is also possible that she found some empty food bowls. Prior to her travel she had someone else prearranged to care for her cats after our last visit and before her return home.
We were aware that she has cameras (we assume everyone does) and even set one upright for her that a cat had knocked over. We are requesting the video surveillance of the visits that will show our diligence in caring for her cats.
We have six years of client testimonials that are all very positive that show our consistent excellence in pet care and customer service. They are available on this blog, on our Facebook page, on Google, on Angie's List and on Yelp. We have had clients move away who asked us to start a service in their new area (we are working on it!). Our clients seek our advice about pet care and use us as referrals when they rescue pets. We also enjoy great relationships with groomers and veterinarians (who invite us to attend events and work with us to compose emergency care protocol forms) who refer us to their clients.
I encourage you to take in the totality of our customer reviews to make an informed decision as to the true character of our service. One highly dramatic rant from this situation in no way reflects the care you can count on from our team.
