Alternative Pet Care

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: 1) The company only sent back one keyI provided them keys total; 2) The key they provided me was NOT one of the keys I provided the companyThis means someone at the company still has the original set of keys I provided themIt appears the copy of the key they sent back was a backup setDue to this, I felt compelled for security reasons to have locks rekeyed Regards, [redacted] ***

From: Tara Copas sans-serif;">Date: Fri, Jul 25, at 12:PMSubject: Complaint #10143253To: [email protected], I received a message from Revdex.com today regarding the subject complaintThe message requested that if there was an update for me to provide that updateMy requested resolution was to receive my apartment keys back from the companySince it has taken so long to get the keys, I went ahead an rekeyed the locks to the apartment and incurred a $chargeLast night I received a key back from the company, however it was NOT the key(s) that I originally provided, indicating a copy was madeI provided keys (the door knob and dead bolt are keyed differently) to the companyNeither of those keys is what I received yesterday In summary, the requested resolution was completed, but not satisfactorilyI feel some sort of other consideration should be considered (a credit for the amount incurred for re-keying) Thank you [redacted] ***

We have received the recent correspondence from *** *** and and we are happy to respondWe have provided *** *** with all copies of the the keys we had on-file for her It is our company policy not to copy a client's key without the customer's consentNonetheless, *** *** has every right to be upset based on the service (or lack thereof) she received in this case Therefore, we are happy to reimburse her for he cost of rekeying her locks
If *** *** would please send a copy of the receipt showing the total cost of the rekeying to the Revdex.com (or to our office directly) we will be happy to reimburse her for the cost of the work Again, we apologize to *** *** for the entire incident Please contact our office if you have any further questions or we can be of assistance in any wayThanks for your help in resolving the matterMike L***
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We have received the complaint filed by [redacted] and we are happy to respond.
While we cannot financially compensate her directly, the remainder of her desired resolution has been accepted and we offer her our heartfelt apologies.  The treatment and lack of service she received is unacceptable.  
[redacted]' keys have been returned to her and she has been refunded in full for all charges.  We cannot possibly convey to her how sorry we are that her service was not provided properly as scheduled.
Please feel free to contact me directly if I can be of further assistance, thanks.
Mike L[redacted]Vice President, Corporate & Public Affairs BusinessVentures.com, LLCwww.BusinessVentures.com 
10135 Colvin Run RoadSuite 100Great Falls, VA  22066###-###-#### phone###-###-#### fax

From: Tara Copas
sans-serif;"><[email protected]>Date: Fri, Jul 25, 2014 at 12:26 PMSubject: Complaint #10143253To: [email protected],
I received a message from Revdex.com today regarding the subject complaint. The message requested that if there was an update for me to provide that update. My requested resolution was to receive my apartment keys back from the company. Since it has taken so long to get the keys, I went ahead an rekeyed the locks to the apartment and incurred a $121.61 charge. Last night I received a key back from the company, however it was NOT the key(s) that I originally provided, indicating a copy was made. I provided 2 keys (the door knob and dead bolt are keyed differently) to the company. Neither of those keys is what I received yesterday. 
In summary, the requested resolution was completed, but not satisfactorily. I feel some sort of other consideration should be considered (a credit for the amount incurred for re-keying).
Thank you.
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 1) The company only sent back one key. I provided them 2 keys total; 2) The key they provided me was NOT one of the keys I provided the company. This means someone at the company still has the original set of keys I provided them. It appears the copy of the key they sent back was a backup set. Due to this, I felt compelled for security reasons to have locks rekeyed.
Regards,
[redacted]

Review: I submitted a request for service (pet sitting) for July 3 and July 5 while I was away on vacation. I used this company before and I was relatively satisfied with the service. I confirmed the service the day before I left (July 1). When I came back from vacation on July 6, I found that no one had come by during the timeframe I was gone (July 2-6). Upon each service visit, the pet sitter is required to leave "visit notes." No visit notes were there and the cat food bowl was empty. I speculate that the cats were probably out of food for at least 2 days as I usually only leave food for about 2 days as the cats have a tendency to overeat. I called Alternative Pet Care first thing in the morning on Monday, July 7 and requested to speak to a supervisor or manager. I was transferred to Kelly S[redacted], who was the supervisor on duty, who was also the person who was assigned to provide me pet sitting services. She admitted that she did not stop by to provide care to my cats. I informed her that I would no longer be using Alternative Pet Care and requested a refund for the services that were not provided as well as my home keys returned immediately. I was informed I would receive a refund statement and my keys in short order. I received the refund in a few days, but no refund statement or keys. I have since received a refund statement that simply reflected "Cancelled Service." This is disturbing as the service was not cancelled; rather it was not provided. I have also not received my keys yet. I sent an email requesting my keys (2nd request) on July 14th. A response was received later that day that the keys would be sent out and that I would receive them in a few days. It is completely unacceptable to me that it takes over 2 weeks to receive my keys back considering I am in the local area (Northern Virginia).

In addition, over the time that services were provided to me I noticed the following events:

1. When I am gone for 5 days or more, I unplug my entertainment center (TV/Cable) to save on energy. Upon return from at least one trip, I noticed my entertainment center was plugged back in, indicating the pet sitter (Kelly S[redacted]) was using my property and watching TV.

2. I also usually empty the trash before I leave as to not "stink up" my apartment. Upon return from another trip, I found [redacted] "To-go" bags in the trash, indicating the pet sitter (Kelly S[redacted]) was eating in my apartment rather than providing care to my cats.

3. Upon my return from another trip, I read the "visit notes" from the pet sitter (Nina R[redacted]), which stated the cats' water bowls were emptied and refreshed. The fact that one of the water bowls was almost empty and another one "dirty" indicates the "visit notes" were inaccurate.

I overlooked these three events, but in hind sight I should not have. I do not pay good money to Alternative Pet Care to watch my TV, eat in my home, and provide insufficient service. I pay them to take care of my cats and give them attention while I am away (usually for work). I just wonder how often this happens in other homes and how many other customers and pets are not receiving good care and service.

I appreciate your attention to this matter and look forward to the resolution.

Thank you.Desired Settlement: I request that my keys are sent back to me IMMEDIATELY. In light of the fact that it has taken so long for my property (keys) to be returned, I feel some sort of compensation for my inconvenience is reasonable as consideration. As stated, I will NOT be using this company again as all trust is lost. Any offer for "complimentary" service will not be accepted. Thank you.

Consumer

Response:

From: Tara Copas<[email protected]>

Date: Fri, Jul 25, 2014 at 12:26 PM

Subject: Complaint #10143253

To: [email protected]

Hello,