Pet Peeps

Again, we feel very badly about the situation with the [redacted] familyWe have addressed the concern(s) and offered what was asked of us despite the client's assertions otherwiseLike the client, we were let downTerribly let down

My name I [redacted] I am the Principal & Pack Leader at Pet PeepsI am also the the Pet Peeps Representative mentioned aboveWe at Pet Peeps feel terribly if we caused any distress to or for the [redacted] pets and their human companionsThe circumstances described would be upsetting to any pet parentWhen ** [redacted] alerted me to her this situation, it was the first I had heard of the appointmentIt was quite upsettingI called her back as soon as I got the message (which was later in the night)It was late; I was unable to ascertain anything that nightThe manager who had approved the appointment is no longer with the company and the sitter assigned to that appointment was not responsiveIf I remember correctly, I followed up with ** [redacted] again that night after trying to contact them and the next dayI also refunded her money within hours based solely upon her complaintI followed up with her after the refund as wellI also followed up with her directly after receiving this complaint and now hereI regret that ** [redacted] feels we've ignored her complain but it has not been for a lack of tryingAll that being said, we are concerned for the state of [redacted] ***'s pets and householdI addressed this in our initial conversationShe assured me that they seemed well enough [considering]I would welcome(d) the opportunity to have seen the photographs and/or do a home visitOr even just to discuss it with her furtherBut, I have not heard back from her since my call regarding the refundMissing an appointment is a pet sitters worst nightmareWe do have some safeguards to prevent these types of things from happening but they are not infallibleFor example, we usually ask the sitter to call the client after the first visitWe also ask clients to call the office if they do not hear from the sitter after the first visitWe will continue to work on ways to improve this systemI, myself, have been in the described situation but after having been gone for a much longer time windowI personally understand how upsetting it can be to come home to distressed petI am uncertain what if anything else we can do for ** [redacted] and her petsWe wish them all well

[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because: an apology is not good enough.
***'s response is exactly the reason I made the Revdex.com complaintThere is no owndership of the problem, which is a lack of organization and follow through within this business*** told me he saw the email sent to the sitter, and assumed the sitter knew it was on her scheduleHe have been defensive and continues remove focus from his organization’s neglect. Regardless of the internal affairs at Pet Peeps, the organization failed to care for my animals while away; this is the very purpose of the business! The fact that I wasn't out of town for longer and that my animals were *miraculously* okay is beside the pointThe point is that if people hire this company to look after their animals, they should know that there is a good chance that no one will come while they are goneThe public deserves to have this information
Regards,
*** ***

[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: ***
I am rejecting this response because: It is unacceptable.I don't want the owner's apologyI want them to lose their business license because they are incapable of ensuring pet careThis is not a accusation: The owner admitted that it happened and we have evidence of the failure to provide careEnd of storyI really don't want to have another apology or a "we feel bad too" email from this ownerIt is infuriating
Regards,
*** ***

Again, we feel very badly about the situation with the [redacted] family. We have addressed the concern(s) and offered what was asked of us despite the client's false assertions otherwise. Like the client, we were let down. Terribly let down.

We deeply apologize. There were several attempts to contact the client regarding her concern but no response until we eventually we just afforded the refund. It was issued on 10/17 and we thought issues closed.

My name I [redacted]. I am the Principal & Pack Leader at Pet Peeps. I am also the the Pet Peeps Representative mentioned above. We at Pet Peeps feel terribly if we caused any distress to or for the [redacted] pets and their human companions. The circumstances described would be upsetting to any pet...

parent.
When **. [redacted] alerted me to her this situation, it was the first I had heard of the appointment. It was quite upsetting. I called her back as soon as I got the message (which was later in the night). It was late; I was unable to ascertain anything that night. The manager who had approved the appointment is no longer with the company and the sitter assigned to that appointment was not responsive. If I remember correctly, I followed up with **. [redacted] again that night after trying to contact them and the next day. I also refunded her money within 48 hours based solely upon her complaint. I followed up with her after the refund as well. I also followed up with her directly after receiving this complaint and now here. I regret that **. [redacted] feels we've ignored her complain but it has not been for a lack of trying.
All that being said, we are concerned for the state of [redacted]'s pets and household. I addressed this in our initial conversation. She assured me that they seemed well enough [considering]. I would welcome(d) the opportunity to have seen the photographs and/or do a home visit. Or even just to discuss it with her further. But, I have not heard back from her since my call regarding the refund. Missing an appointment is a pet sitters worst nightmare. We do have some safeguards to prevent these types of things from happening but they are not infallible. For example, we usually ask the sitter to call the client after the first visit. We also ask clients to call the office if they do not hear from the sitter after the first visit. We will continue to work on ways to improve this system.
I, myself, have been in the described situation but after having been gone for a much longer time window. I personally understand how upsetting it can be to come home to distressed pet. I am uncertain what if anything else we can do for **. [redacted] and her pets. We wish them all well.

Review: To Whom It May Concern:

I am writing to file a complaint against Pet Peeps LLC in Washington DC. I have three dogs (2 dobermans and a boxer) and a cat. I scheduled overnight pet sitting for three nights, May 2-5 2014. I also scheduled walks for my dogs during this time period. My appointment was approved by Pet Peeps and my credit card was charged in full on May 1, 2014. I have electronic verification of all of this.

I traveled to [redacted], Canada on May 2, whereupon I discovered my cell phone didn't work. I immediately left Pet Peeps an electronic message that was attached to my appointment on their website. It included my personal email and my contact information at the hotel in [redacted].

I returned home on Monday, May 5 to discover that no one came to my house to take care of my animals. The house was covered in feces and urine. There was no water. The animals had not been fed since Friday morning on May 2. The animals were lethargic and my boxer, who is 13 years old, was feeble and inappetent. I have photographs of this nightmare.

I called Pet Peeps immediately and left a voice message about this incident. I also sent emails. The owner, [redacted] called me back within two hours, promising to find out what happened and give me a full refund. I haven't heard back from him and have not been refunded. He seemed to not believe that the pet sitter didn't show up for three days. However, I checked my home security system. My house alarm was set on May 2 at 11:03 am when I left and was not turned off again until May 5 when I returned. There is no way someone could have come in the house without turning the alarm off or setting it off and alerting the security company. Also, I left the pet sitter a thank you card and a tip. They were sitting on top of the sheets I set out for her overnight stay, exactly where I left them on May 2. They had not been touched.

I then looked up Pet Peeps' reviews on [redacted]. Apparently this is not the first time this has happened. In fact, I saw at least three reviews of the exact same experience. One poor soul had her pets left alone for a week. These people are going to kill someone's animals. They need to be put out of business immediately.Desired Settlement: I want these people put out of business. They are going to kill someone's pets with this kind of behavior. You simply cannot NOT show up when your job is a pet sitter.

Business

Response:

My name I [redacted]. I am the Principal & Pack Leader at Pet Peeps. I am also the the Pet Peeps Representative mentioned above. We at Pet Peeps feel terribly if we caused any distress to or for the [redacted] pets and their human companions. The circumstances described would be upsetting to any pet parent.

Review: I booked a pet-sitting appointment for 10/2/2014 and 10/3/2014 between 5-7 pm. I received an email on 9/24/2014 that this appointment had been approved, and on 10/3/2014, while I was on vacation, also received an email with a billing receipt for the two days of service.

However, upon returning home, I discovered that no one had been into the home to pet-sit during this time. The papers and mail were not taken in, the food left out in cans on the shelf had not been given to the cat, and the litter box was full. Nor was there any note from the pet-sitter, which usually occurs when I have received this service in the past from this company. I called and left a voice mail but have received no follow-up. Repeated calls to the company go directly into a voice mail loop and remain unanswered.Desired Settlement: I would like an apology/explanation and refund of $40 that was taken off my credit card.

Business

Response:

We deeply apologize. There were several attempts to contact the client regarding her concern but no response until we eventually we just afforded the refund. It was issued on 10/17 and we thought issues closed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,