Pete & Mac's Recreational Resort For Pets

It is my understanding that the manager, [redacted], spoke to Ms. [redacted] this morning (2/20/14) to follow up on the incident and to confirm the check was received, which I understand it was.  I believe the conversation went well and the offer of a free day of daycare was extended if Ms. [redacted] should decide to allow us to care for Toby again.

I know that this has served as a learning experience for the staff members and again we appreciate the issue being brought to our attention.  

Please let me know if there is any further follow up needed.

Thank you.

Pete & Mac's Pet Resorts

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

 I do not accept the response because, [redacted], the office manager explained to me "she would do an investigation and she would get back to me". I spoke with [redacted] January 30, 2014.

I explained to her I was waiting for a call from her about the investigation, that she was doing. I never found out what she uncovered. [redacted], then advised me "she would be cutting me a check the next day, Friday January 31, 2014. [redacted], was apologetic. Yet I have not received a check from Pete and Mac's as of yet. I called them, they didn't call me. I would not bring my pet back to them because, I am apprehensive about what would happen to my pet the next time. Surely they can understand this! I know they may be apologetic now, yet as I've said before their customer service needs to be overhauled.

Dear Ms. [redacted],

My sincerest apologies that your experiences with Pete & Mac's have fallen below the expectation level of you as a customer and of us as a company.  I was disappointed to read your comments and hope all is well with your pup.  We will, of course, issue a refund...

and mail you a check.

With regards to when our phones were not answered I am not offering an excuse but it was a day when we were having phone upgrades that took much longer than expected.  We attemted to notify clients via our facebook page and putting flyers up in the lobby and I apologize again for your inconvenience.  Your message unfortunately was not received due to the change.

 

I appreciate you taking the time to let us know of our shortfall.  We will be discussing with our staff the importance of following the customer service protocol and exectations we set as a company so that no other client feels the way you do.

If you would like to give us another opportunity to prove what we can be I would like to offer a free grooming service or a free day of daycare.  We would love the chance to gain back your trust.

Best regards,

Operations Manager

Pete & Mac's Pet Resorts

These guys are so great! Before I had kids my cat was my baby and when we couldn't take him out of town I was always so nervous. Not only did I come to pick up my cat unannounced and early to find that he was brushed and out playing but they also let me go crazy cat lady on them and talk to him on the phone while I was out of town. We never once had a problem with them not being friendly and understanding. Not even one rolled eye as I bawled handing him over and also while leaving. We never once questioned if he was in good hands because the facilities were so well kept and animals could always be seen out playing and having fun. I refer them whenever I can.

Review: My first encounter with Pete and Mac's establishment, was on the week end of the Labor Day week-end. I took my pet there for boarding on Thursday, August 29, 2013.1 picked my pet up on Tuesday September 3, 2013. On picking my pet up I was advised "he had a scratch on his testicle".

1 took him home and watched him, and then called Pete an Mac's, and asked what had happened? They could not give me a definite answer. Someone a male, called and told me," I could bring him in to get an antibiotic cream to apply to him". I told that person I

would watch him, and it healed sufficiently I thought it was just a mishap. I again took him back on December 20, 2013., for a shampoo and a nail trim. I picked him up about an hour and a half later, and was shown a cut on his right hind foot.

A female, one of the workers called me and asked how did I like the service? I advised her, my pet smelled the same way he did, before I brought him to them. She said "she would tell the person who had groomed him. Or as I say the one who supposedly

groomed him. I was advised that I could bring him back. My reply was, I wouldn't be bringing him back, because I didn't know what else would happen to my pet.

I then spoke to the office manager, [redacted], I related to her what had happened when I brought him in for a shampoo and nail cutting.

Also, I told her about the cut on his foot and I told her that I didn't know if what had happened was intentional or carelessness. [redacted], advised me "she would have to do an investigation.". I then called back on January 14, 2014,1 called between 9:15 and 9:30AM. They

open at 6:AM. No one answered. I left my name and phone number. I have yet to get a response. In my estimation they have very poor customer service skills! Pete and Mac's, need to be mindful of who they hire, because their help has given them a terrible name as far as I am concerned.

This is the reason I am issuing a complaint against them. Also, I could not tell if my pet's nails had been trimmed or not. I would like the forty dollars back that was paid to them. As far as I'm concerned, this was payment for non-service.

The name of this establishment is; Pete and Mac's, [redacted] Avondale AZ. 85392- [redacted]. www.[redacted]Desired Settlement: Refund

Business

Response:

Dear Ms. [redacted],

My sincerest apologies that your experiences with Pete & Mac's have fallen below the expectation level of you as a customer and of us as a company. I was disappointed to read your comments and hope all is well with your pup. We will, of course, issue a refund and mail you a check.

With regards to when our phones were not answered I am not offering an excuse but it was a day when we were having phone upgrades that took much longer than expected. We attemted to notify clients via our facebook page and putting flyers up in the lobby and I apologize again for your inconvenience. Your message unfortunately was not received due to the change.

I appreciate you taking the time to let us know of our shortfall. We will be discussing with our staff the importance of following the customer service protocol and exectations we set as a company so that no other client feels the way you do.

If you would like to give us another opportunity to prove what we can be I would like to offer a free grooming service or a free day of daycare. We would love the chance to gain back your trust.

Best regards,

Operations Manager

Pete & Mac's Pet Resorts

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I do not accept the response because, [redacted], the office manager explained to me "she would do an investigation and she would get back to me". I spoke with [redacted] January 30, 2014.

I explained to her I was waiting for a call from her about the investigation, that she was doing. I never found out what she uncovered. [redacted], then advised me "she would be cutting me a check the next day, Friday January 31, 2014. [redacted], was apologetic. Yet I have not received a check from Pete and Mac's as of yet. I called them, they didn't call me. I would not bring my pet back to them because, I am apprehensive about what would happen to my pet the next time. Surely they can understand this! I know they may be apologetic now, yet as I've said before their customer service needs to be overhauled.

Business

Response:

It is my understanding that the manager, [redacted], spoke to Ms. [redacted] this morning (2/20/14) to follow up on the incident and to confirm the check was received, which I understand it was. I believe the conversation went well and the offer of a free day of daycare was extended if Ms. [redacted] should decide to allow us to care for Toby again.

I know that this has served as a learning experience for the staff members and again we appreciate the issue being brought to our attention.

Please let me know if there is any further follow up needed.

Thank you.

Pete & Mac's Pet Resorts

These guys are so great! Before I had kids my cat was my baby and when we couldn't take him out of town I was always so nervous. Not only did I come to pick up my cat unannounced and early to find that he was brushed and out playing but they also let me go crazy cat lady on them and talk to him on the phone while I was out of town. We never once had a problem with them not being friendly and understanding. Not even one rolled eye as I bawled handing him over and also while leaving. We never once questioned if he was in good hands because the facilities were so well kept and animals could always be seen out playing and having fun. I refer them whenever I can.