Mr. Appliance Service

Dear Revdex.com    We reviewed the complaint sent to us from Ms. [redacted] on Saturday, April 4th at 5pm. She sent a message, on our website from the "Contact Me" area. She was immediately called within 10 minutes of reading the email regarding care for [redacted], her cat. When we spoke on the phone,...

I apologized for any lapse of communication for inability to access her home. The communication on Saturday was our first knowledge of her complaint. Her keys were returned within the hour to her home.  During our phone call to her, I reported that we visited her home as confirmed. We were unable to access her home on February 22 due to complete sheet of ice in the front of her building door. A picture was taken & immediately text her. She stated that she never received it. Within 2 hours of her "Contact Me" to the office, she had a copy of the picture with her iced over front door,  confirming that we visited her home. She stated she did not see the text.   We researched the text & picture.  The error was on our part.  It was text to the wrong client. We take full responsibility for the error. Both reservations for [redacted], her cat  in February were declined for payment with her credit card. We gratuitously  agreed not to charge her for the services provided on February 14th or for the service attempt on February 22. Our Company Policy explains if we arrive to the home and services cannot take place due to access issues, it is billable as we forego services to other homes to meet our service committment.     Lastly, all three (3) emails to our office were attached to the service confirmation we sent Ms. [redacted] for pet care service for [redacted] her cat. We do not open the hundreds of copies of cc confirmations to clients we receive in our office daily for services we provide. The Pet Parent cc confirmations are strictly to verify reservations historically if needing to research a question with the reservation system. We were not aware until Saturday, April 4th at 5pm of her disappointment to access her home for the one day of service. We take full responsibility of break down of communication for inability to access her home with the misdirected text. We feel we have answered her complaint in full and in a timely way (Saturday, April 4th), to the best of our knowledge and awareness at the time of her complaint to our Office. Thank you.[redacted], CEOProfessional Pet Nanny, Inc.