Pet Waste Professionals

Initial Business Response /* (1000, 5, 2015/05/08) */
We did email the customer her order confirmation on 4/(the day she placed her order) which contained her spring/first-time cleanup date and regular service allocated day (Monday)The customer is claiming that she did not receive this, but
she probably gave our call center an incorrect email address - her mistake, not our'sWe can prove the email was sent to the email address on her order
I have listened to a recording of her call to place the order and at no time does she request a particular service day, nor is she told that she can have any dayWe can supply this recording to you if required
We did finally send the customer her confirmation email to a different email address that she emailed us on, proving that we had sent the email to her on 4/
She was adamant that she wanted a Thursday or Friday regular service day, but we could only accommodate a Monday service, so the decision was to cancel serviceShe had already received the spring/first-time cleanup and one regular service by that time
Currently we are offering regular service customers in Minneapolis/StPaul a free spring/first-time cleanup when they commit to months of serviceIf they do not complete the months, then the free element of the first-time cleanup becomes chargeable, as outlined clearly in our terms
This offer is laid out very clearly on our website, which the customer said she had seen before calling to place an order
Our terms are clear in that respect - so no refund is applicableIn fact, the customer actually owes us some more funds as the one-time cleanup rate is higher than what they paid, but we offered to waive that
I have emailed the customer with all of these details and stressed that we do business in line with our stated terms, which it doesn't appear as if she has read
Initial Consumer Rebuttal /* (3000, 7, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I don't feel as though it would be fair either way to charge me for the spring clean up considering I was never told in my initial phone call that I was going to be getting a spring clean up or that I would have to commit to monthsI would like to hear the recording they have because I did call back the next day and told their customer service rep that I never received the email that they sent and that I would like to request a different dayI feel at that time the right thing would have been for the customer service rep to tell me that I couldn't request a different dayI did not supply a wrong email actually the email was correctSometime things don't work the way we would like them toAs stated in their terms and conditions they don't even except email cancellations because those are not always reliable and could get lost, so you think they would understand that even if it is the correct email doesn't always mean they are receivedAlso, the spring clean up was offered by the owner to be waived, so therefore voids his terms and conditions on it (which I have in writing from him that the fee was waived) according to his terms it states that if you cancel they will finish out the service that was paid for (this was something I did not want), but you can also request a refund with a $feeI stated to the owner that I was willing to pay the $fee for my refund, he stated that I couldn't have it because he was giving me the spring clean up for freeAt no time should my refund been denied to me because no where in his terms and conditions does it state that I can't have a refund because he made an exceptionHe voided his own terms by offering me the free spring clean upI still believe that I should be able to get a refund for the weeks of service I will not be receiving or technically my spring clean up was not waivedI have provided the rest of the emails between the owner and I
Final Business Response /* (4000, 9, 2015/05/12) */
The customer is mistaken that we offered the first time/spring cleanup to be waivedWhat we actually waived was any additional charge, which we are entitled to do, as per our terms, to charge the full amount for a one-time cleanupPlease read the emails where exactly that has been stated
The $refund fee is irrelevant as the cancellation terms, clause outlines that the one-time charge will be applicable upon a cancellation within the month commitmentThis takes up all of the amount that the customer already paid, and more
This was explained in emails to the customer, which you should have, based on the customer's response
Again, we are working in line with our terms and have been very clear with the customer in all aspects of how we conduct businessIt is a pity that she did not receive the confirmation emails, but as we have proved we sent them then there is little more we can do
For some background information, we can only start regular service after a customer's yard has had a first time/spring cleanupThis was completed on 4/and took hr and mins (a yard for dogs takes on a weekly service takes around mins)So, it is apparent that the larger first-time cleanup was needed by the customer (contrary to what she says) and now that the work has been completed this customer wants it for freeHer husband even called to say what a great job we did!!
The reason that our terms are so clear on this aspects is to protect us from exactly what this customer is trying to do...get a large first-time cleanup for free but then not fulfill the months commitment as outlined clearly in our offer