Duffy's Integrity Roofing Company

Initial Business Response /* (1000, 5, 2017/03/31) */
Thank you for the opportunity to respond to a recent complaint to Revdex.com. I am a bonded and insured pet sitter without employees or contract workers. I have been pet sitting for almost 20 years with the most recent three years as a full-time pet...

sitter. I have read over the complaint filed against me and would like to state that any small business would find it difficult to run and operate with no solid schedule or regular cash flow. I attempted to be very understanding and kind in my texts with this client regarding last minute bookings for pet sitting as well as late payments in the hopes they would improve; however, this just was not the case. I cared for their pets, especially their dog [redacted], and continued to provide service to them as he was a very special dog to me. I do not wish to take a negative tone regarding this client as that is not professional, but feel it's important to respond to her allegations.
1. First, regarding the front door handle. This was broken for the entire two years I cared for their pets, and was never repaired by the homeowner.
2. On March 15, 2017 I found [redacted] (their [redacted]) running up the street. He had gotten out of his yard and the owner had no idea. At the time she told me there was an area he was able to get out where they placed boulders in an effort to keep him in the yard, but he still managed to escape. Unfortunately, this owner is quick to place blame on others and failed to take appropriate actions to safeguard her pet.
3. This client did not have a current pet sit cancelled as I had already informed her several weeks in advance that I was booked solid for the Spring break holiday. I provided more than two months' notice that I would no longer be able service them as a client. I believe this is ample time to find another pet sitter for their up and coming trip.
I understand changing pet sitters is difficult on everyone involved, but I truly believe I went above and beyond with this particular client. In fact, on one occasion I found a water leak under the sink and reported it to them immediately. I completely cleaned up all items under the sink, and left the cabinet doors open to prevent moisture build up.
I have also responded extremely professionally to every negative post she has submitted along with all text messages she has sent me.
Thank you for taking into consideration my side of the situation. Please feel free to contact me if further explanation is needed.
Initial Consumer Rebuttal /* (3000, 8, 2017/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pet sitter has been very understanding and kind regarding last minute pet sitting and late payments. In fact so much so, that she never told us that last minute bookings would be grounds for termination. She also told us on numerous occasions that we were very good clients and that it was OK to make late payments. In the future she should be more clear about her policies.
In regards to her responses on the other counts:
1. The door handle is not broken. We (including my two young boys) use the front door regularly. You need to turn the handle all the way to the right.
2. [redacted]s are known escape artists. He has gotten out of the yard in the past, and yes, we are responsible for that. We constantly search for holes that he has dug or repairs that might be necessary. The time he got out on the pet sitter's watch, the side gate was open. There were no other problems.
3. By current reservations, I meant the ones we had already booked for summer. I fully understand that she was booked for Spring Break. That was never an issue for us. We found a different sitter for that time. 3 months time is enough to book another pet sitter. The reason for cancelling, (Because: a. she felt bad not complying with our last minute requests, and then chastising me for not being a better planner, and b. late payments, which she never once told me were a problem in the past, in fact she told me it was fine! ), was rude and unprofessional.
I do not consider notifying a customer of a water leak, is going above and beyond. My neighbors ended up coming over to check on things. I find it to be part of her responsibility as a pet/house sitter, but I am grateful she did that.
Changing pet sitters in not difficult. What is difficult is how she cancelled and the rude string of text messages that came after. I do not see how this will be resolved, although an apology would be accepted. I no longer want her services. But I am glad this will be publicly posted. We have conversed through text for the entire time we have been her clients. She had been extremely kind in her texts, until I asked if she were Ok, after she mailed our key back. I thought she may have been sick or something. That's how much of a surprise it came to us. I do not think she has been extremely professional since. I would be more than happy to post all the texts and responses as well, so customers can be the judge.
Thank you.