All For Dogs, Inc.

This was a most unfortunate event and we're very sad for the loss of [redacted]As per the contract we have with the client:  "Legal Release:  In consideration of the services rendered to the Client by All For Dogs Pet Services, LLC, the Client waives any and all claims, actions or demands of...

any nature, foreseen or unforeseen, that he/she may have now, or in the future, against All For Dogs Pet Services, LLC relating to the care, control, health, and/or safety of the Client's pet arising during pick-up, transport,drop-off, and stay at the facilities or in the location which the Client's pet is being cared for unless out of willful neglect of an employee of All For Dogs et Services, LLC. Liability:  All pets are different and though All For Dogs Pet Services, LLC hires and trains exceptional and knowledgeable staff, pets still behave on their own terms.  The Client agrees to assume all liabilities and responsibilities, financial or otherwise, for the behavior and health of the Client's pet.  The Client agrees to hold All For Dogs Pet Services, LLC harmless from any claims, actions, or demands against All For Dogs Pet Services, LLC arising during the pick-up, transport, drop-off, and care with All For Dogs Pet Services, LLC unless out of willful neglect of an employee of All For Dogs Pet Services, LLC."It is and always has been our policy that within a reasonable amount of time (two weeks) if it is determined that the Pet Sitter was not at the home for the contracted period of time that we would reduce the client's service down one level to a shorter contracted visit and charge the lower fee.  The client in this case had on several occasions, alerted us to this and was immediately refunded or charged the lower amount, with no proof or questions asked.  We have not heard from the client in 6 months and are surprised to hear that Ms. [redacted] is now disputing the amount of time the sitters spent for the visits.  As mentioned above, she has already been reimbursed for the disputed appointments in the past.We are truly sad about [redacted]  At the time we asked if there was anything we could do and the next day she called and sent over the invoice to cremate her dog.  We immediately paid it.  In doing so, we felt this matter was resolved.

Complaint: 12444010
I am rejecting this response because:I did not sign any agreement that All for Dogs needed to be notified within two weeks for services paid for and not received. Your policy is not mine. Any and all short visits were caught and brought to your attention by me. Only once was there an apology and a reasonable excuse. Not once did a walker come to you and honestly admit they left early or shortened a visit. They were never refunded "no questions asked" as you stated. You always had to call the walker and talk to them first, probably reminding them I had a camera and proof of my claim. Proof of the unethical and dishonest practices of some of your walkers. Any events that occurred during walks, with any walker, were written on notes to me. Your employees never came to you, their employer, to report any negative events. For example, when different walker lost control of Baxter's leash and he got in a fight with a possum. The first you heard of it is when I told you. You were very well aware I would have more short visits to tell you about, because I told you I had saved video to go through. I told you this when I informed you of one of the short visits. I alerted you I had a surveillance camera inside and would be monitoring visit times. I know you were paying attention to that conversation, there was a camera icon next to my appointments on my calendar shortly after notifying you. I have 8GB of video showing visits much shorter than what I paid for. In addition to the video, there are snapshots of the night Baxter was killed focusing on the way the leashes were incorrectly held. The way your "Exceptional well trained professional, etc." walker was holding the leash. I find it a convenient coincidence that shortly after Baxter was killed that his profile age was removed. The page that had full disclosure of his habits and things to be careful of when walking him. Along with disclosure on the spiral notebook for visit notes and on his collar! I also find it suspicious that the All for Dogs website has changed dramatically! It no longer brags about the skills of the walkers and how the walkers can handle all types of dogs, with all types of personalities. The website is much much shorter and much less descriptive. The part about the GPS check in is false information. As I mentioned previously, the owners executive assistant told me they can be falsified. My video also proves it. It has not beed six months since all this happened. I filed this complaint October 15. You killed Baxter on June 7. Hardly six months. The owner of All for Dogs was well aware this issue was not "resolved". At the end of out last conversation when she was told her services were no longer needed, she was told that after the grieving process, I would get angry, and she would hear from me. It would have been much cheaper to get neighborhood kids to let the dogs out. The reason I hired All for Dogs, was specifically to avoid a situation like this. It would have saved me $400/month. A beloved member of my family has been needlessly, senselessly, and avoidably taken from me. All for dogs has made this entire situation very cold and impersonal and in no way sensitive. The lack of professionalism and emotion from the time I confronted them about the short visits makes it hard for me to believe there's any sadness on the part of All for Dogs. I feel like for them, this is just another day at the office. 
Sincerely,
Michelle Schubert