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Coco and Toto

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Coco and Toto Reviews (1)

Review: I am disputing $30 of a $60 charge from the company “Coco and Toto.” The bill I was sent (each billing period is two weeks) indicates that I am being charged for (3) 1-hour cat visits however the service I requested online indicate that I requested “Pet Sitting by the Half Hour,” which is a $10 service. I have reached out the company multiple times. I’ve tried to explain that yes, as a first time customer, I called to inquire about one of their many services and had an “interview” with one of their staff members. After creating a “client log-in” account, I noticed that as well as the “cat visiting service,” they also offered “Pet sitting by the half hour.” As someone on a budget, I went ahead and booked the less expensive service and received confirmation for the specific service I requested HOWEVER there was no "amount charged" indication on any of the email (something that should has raised a red flag but I went on good faith). It was only after I received my bill that I noticed they were charging me for a different service. Obviously, there is no way for me to tell if the service was a half hour or an hour since I am not there when the sitter arrives. I have tried to be as civil as possible with this company, explaining my situation and how I should not be held fiscally responsible if I requested a 30-minute service and they accidently gave me a 1-hour service, but they refuse to hear me out. The man I spoke with, [redacted], was one of the most unpleasant people I have ever talked to, calling me a mn and yelling at me over the phone. I disputed the charges on my credit card but my CC company says it cannot help me if I do not have a receipt that says I should have been charged $10/service (regardless of the emails I have saying I requested a specific service and was charged for another). Coco and Toto should be putting the dollar amounts of their service request receipts because without it, they can essentially steal as much money from their clients as they want. There was no page that asked me to authorize an amount upon requesting a service, something that no business should be allowed to do if they ask you to store payment info on their secure client page. Luckily (I suppose), they only charged me double what I requested but had they charged me $600 instead of $60, they would have still gotten away with theft since their only service request transactions do not ask you to authorize payment for the specific service requested. How can I request "pet sitting by the half hour" and be held responsible for paying for "cat sitting by the hour" simply because that's what they decided to charge me for AFTER the services had been done. That is NOT what I requested but because they have my credit card information I'm shackled to whatever they feel like they want to charge me for? This business has completely ruined my faith in small businessesDesired Settlement: I hope Coco and Toto changes their online service requests to also prompt customers to accept a specific dollar amount that will be charged to their card on the two week billing cycle. That way, people like me are not shocked to see a charge for a different service. If they do not want their customers choosing their own services, they do not give them a drop down list of options.

Business

Response:

Dear [redacted]

Our response regarding ID #[redacted] is as follows:

[redacted] called to request cat visits. She saw our cat visiting service on our website cocoandtoto.com. Our cat visiting page explains cat visits. It states cat visits are as follows:

CAT VISITING SERVICE:

While you are away one of our Cat Visitors will visit with your cat/s. Our Cat Visitor will clean the litter box, replace litter and dispose of waste, feed, put out fresh water, brush out, play with and keep your cat company for one hour visits. Our Cat Visitor will follow your instructions regarding times of visits, special diets, administer medications (no injections), bring in mail, and water plants.

CAT VISITING INTERVIEW:

We will set up an interview with one of our Cat Visitors, you, and your cat/s to see if it's a good match all the way around. Should you choose one of our Cat Visitors we create an online automated account for you which has the ability to schedule, cancel, invoice, and bill services.

Contact us today for more information.

Cat VISITING RATES:

Each hour visit $ 20.00 Each additional cat $ 5.00

Coco and Toto [redacted]

Cancellation Policy:

If you need to cancel an appointment, call us at ###-###-#### 24 hours in advance so we may reschedule the time with someone else.

If you cancel your appointment less than 24 hours in advance or fail to keep an appoint­ ment, you are responsible for a Cancellation Fee equivalent to the regular daily rate of the service in question.

Download our CAT VISITING AGREEMENT here.

Cat visits are clearly posted $20.00. We sent over one of our cat visitors to interview with [redacted] and her cat. [redacted] liked the cat visitor and requested us to set up cat visits. Our cat visitor visited [redacted]'s cat. We charged for cat visits.

We have been providing our cat visiting servce for 1O years and have had no prior issue with billing for cat visits.

Sincerely,

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Description: PET SERVICES

Address: 730 11th Avenue, New York, New York, United States, 10019

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