Dan's Dog Walking and Pet Sitting

Unfortunately the claims being made here are simply not true. We have all of our walks GPS tracked and verified and as you can see in the attatched document not one of her visits was under 10 minutes so the claim that we didn’t keep the dog out for the 10 minutes is not only false, the average walk time was 13 Minutes and 40 seconds which is over the 10 minute walk times that we bill our clients for. Her walks actually went as long as 36 Minutes and the shortest walk was just shy of 11 minutes. Not only was *** refusing to pay she was incredibly rude to our staff and management team, telling them we do not care about the well being of animals and we only care about money. We went out of our way to come to her house during a blizzard last year, during a driving ban, when she answered the door she was upset at the time that we arrived, again this was during a blizzard where NYS had imposed a driving ban and we actually were stopped by the police en route to getting to her home. In regards to the claim that her dog was urinating in the house because we weren’t walking him for the proper length of time we unfortunately have no control over when a dog goes to the bathroom. She also is making the claim that this had happened multiple times even though this had only happened one time. As far as we were aware we were the only ones actually walking him. She was upset that she had to take him out at 10:30 PM when we would be walking the dog at 7:00 PM, a dog just like a person does not have to go to the bathroom only once a day yet she blamed us that he had to pee hours after we had visited him. That being said EVERY SINGLE VISIT has record of him going to the bathroom and it is reflected in the notes from our staff. When this happened we waived the visit charges as a courtesy. We also wanted to address the issue regarding our billing that *** has brought up, our policies are made very clear to clients upon signing up for our services both via email as well as in person at our staff meeting. Our policy states that any appointments that are made within 24 hours of the visit include an additional $10.00 fee, this is done to compensate the staff for making themselves available last minute as well as the additional time needed to schedule and coordinate by our managers. We also charge an additional fee of $10.00 for any appointments made after 8 PM, again this is done to compensate our staff for working late hours and ensuring we are able to retain quality and reliable employees. The client repeatedly booked the same day and then would argue every time that she shouldn’t have to pay the fee even though it had been explained multiple times. We even went as far as waiving the fee for her on numerous occasions which she still denies that we ever did, these fees waived can be seen reflected in the clients billing. In regards to the keys being sent out to the client, she requested that they were dropped off in person where she could make payment, not full payment for the services rendered where the prices had been acknowledged and agreed upon, she then immediately changed her mind and asked that they would be mailed to her or we could pay for them. During this conversation the client refused to confirm a method of payment to rectify the balance but kept demanding her keys and refused to make full payment for our services. The keys are being sent back to the client, this was only delayed due to the massive snow storm we encountered yesterday. The first request for keys to be returned was made on 1/*/18, where she requested that we drop off her keys the next night or Thursday, she then proceeded to state that we never mailed her her keys even though she had only first requested it minutes before as seen via the text records. She still refused to confirm a method of payment even though on 12/*/17 she had requested our address and correct company name for a money order which was never sent. At the time she had stated she was sending a money order she had not once requested that her keys be dropped off. After changing her mind a few times about whether or not she wanted the keys mailed or dropped off she finally decided that she wanted them mailed, this was on 1/*/18. The balance owed for services rendered was $222.00 for appointments that were made last minute as well as scheduled for after 8 PM, which the client was well aware of as she had been using our services for years. When we requested a new credit card to be able to bill her she began to dispute the prices and said that she shouldn’t have to pay and basically refused to pay us. Up until this point the client had been pre-paying for our services with a package which provided her with a $40.00 discount per package of 20 walks. It was on 11//17 that the package had been used up so she decided she was going to pay for the individual walks, knowing that each visit would be $2.00 more because it wasn’t a prepaid package. She had 7 walks, one of which we waived the charge for entirely, between 11//17 and 11//17. We made multiple attempts via phone, text and email to update her billing information but she refused to make payment even though she acknowledged the prices and was fully aware that this was the charge for the visits with us. The “harassment” she is referring to were text messages that were sent from our company phone, which is how we primarily communicated with the client, requesting a confirmation of a method of payment. This was never done by the client but rather she kept changing her mind saying she was going to pay and then never did. It was only after a month when we requested payment yet again did she then request her keys returned which was going to be done regardless due to her ending services with us. The keys are being sent out as today. They were unable to be sent out yesterday as there was a massive snow storm and we were overwhelmed with visits due to the volume of clients we had out of town and being short staffed. Again the client had only requested the keys be sent 1 day prior where she had originally requested they be dropped off in person where she would be making payment but she changed her mind. The final claim being made by *** that Dan said “he’s just a dog” inferring that we do not care about the well being of her dog is a flat out lie. All of our calls with her are recorded and not once was this ever stated. She repeatedly was rude to our staff as well as our managers slamming the door in their face, complaining about our prices and telling them we don’t care about her dog. She was rude and condescending when speaking to our managers and was incredibly difficult to work with. Some examples can be seen reflected in the screen shots of our text communication as well as the recorded calls that we have on file. At this point in time the client has still refused to make payment for the services that were rendered and her keys have been sent back. The claims being made here are not only false but some are flat out lies. We wish *** the best of luck in the future and we sure will miss Wiffy he was such a sweetie! We actually loved him so much we even made him a video of him playing in the snow! Hope this can clarify some of the claims that have been made here. Thanks! Tell us why here...