Tail Waggin Animal Care, ltd.

Complaint: ***
I am rejecting this response because:If this business was following their own service agreement I would have been charged within days of the incident with the locksmithHowever, it was nearly a month later and the day after I left a negative review for his failure to return our keys, that the invoice was created and chargedSo I do think his word via email that he was taking responsibility for the lockout was his intention, until he felt he needed to relaliate for a negative review. As as for the keys, I never received my keysI never received a tracking number or receipt for his attempt to return the key, which I have asked for repeatedlyI also never received a receipt for the locksmith to verify that what he charged me was actually what he paidIn different text he mentioned mail and in one specifically mentioned certified mailIt was later that he changed his story to be the use of a courierThis must not be a good courier being that I never received my keyI was charged twice for the return of a key that I never received and have been given no proof that this business ever actually attempted to do soI feel this business owner has been chronically dishonestI have now had to pay the cost to have our home re-keyed because of his failure to return my key to me.
Sincerely,
*** ***

First, we would again like to apologize to the consumer for their negative experience with our company. We strive to provide impeccable service to both pet and their people and it is unfortunate that we were unable to provide satisfactory service to the consumer. It is very obvious that the consumer has had multiple discrepancies over the service agreement they signed to which we offered to meet with her to review the signed agreement to eliminate any further confusion. Along with reviewing the agreement, we also offered to hand deliver the clients house keys in an effort to make this situation right with the consumer.  The consumer responded to the email on October 25, 2016  that she did not wish to meet to review the service agreement,not to bother returning her house keys, and that she would continue going down the list of places to report bad business. As of today, the dispute the consumer opened with their credit card company has been resolved and the money refunded to the consumer. We would like to thank the consumer for their bad review.Bad reviews are a vital piece of building a good business and the the best way a business can ensure they are maintaining their own superior standards. We would also like the consumer to know that Tail Waggin Animal Care, ltd. does not directly store or have access to our clients confidential credit card information, but that it is stored remotely and encrypted and secured to the highest level of PCI compliance by Stripe. Tail Waggin Animal Care, ltd. would never create a fraudulent invoice to retaliate against a consumer.Retaliation by charging a clients credit card is not only unprofessional - it is illegal and poor business practices.

To the consumer & the Revdex.com,   First, l would like to offer an apology to the consumer for their negative experience with my company. I would also like to thank you for filing a formal complaint with the Revdex.com regarding your experience using my services while you were out of the country....

Your opinion on experience and feedback about service invaluable and help us to make sure we maintain our superior standards.    It is obvious there was a misunderstanding over the financial responsibility of the locksmith services needed to enter your residence September 15, 2016. Based on the facts that you were out of the country, only reachable by email, and failed to respond to my messages regarding the lockout in a timely manner I was left with no choice but to assume financial responsibility in order for the services of the locksmith to be rendered to regain access to your home. However, it was never stated that you would not be responsible for reimbursement, and as per your signed service agreement you agreed to reimburse the Sitter (Tail Wagging Anima Care, ltd.) for all incurred expenses within seven days of your return.     8.) Security: The Sitter warrants to keep safe and confidential all keys remote control entry devices, access codes and personal information of the Owner and to return same to the Owner at the when requested. Owner gives the Sitter the authority to use the services of a locksmith in the event of any malfunction of the doors, locks, keys or garage door opener, etc. Owner also agrees to reimburse the Sitter for all incurred expenses within 7 days of their return. The Sitter will not be responsible for any consequences related to the locksmith.”     As for returning your house key - I would like apologize for being unreachable while on vacation from September 26, 2016 to October 14, 2015. To protect the security of your home and ensure timely delivery of your key I contracted the services of a local courier which was unable to leave your key due to no one being present when delivery was attempted. I would like to, once again, reference your signed service agreement once again where you elected to have your key retained on file for future use, and acknowledged that a $15 key handling fee may be assessed for having to pick up keys prior to the start of service and for returning your keys after service is completed. Despite you attacking my personal character through discriminatory comments  on social media and email, I offered to hand deliver the key to you in an effort to resolve the issue.    Finally, I would like to address the charges related to the invoice for $95.00 and reassure you that there was no fraudulent activity involved. This invoice was created on October 14, 2016 included a $65.00 Locksmith Fee, two $15.00 key handling fees, and payment was due upon receipt. I would also like to note that the key handling fee for picking up your key prior to your departure was complimentary. As a reminder, you elected to allow auto-pay when an invoice is due in the setting within your personal account of the online payment management system my company has in place at the time you created a password for your username. According to our records five other invoices we paid via auto-pay prior to this particular $95.00.   To be clear Tail Waggin Animal Care, ltd. takes security of personal information seriously and would like to state that payment information and processing is handled through a certified PCI-Service Provider Level 1 third party company - Stripe.  We do not charge our customers at will, and we do not directly store or have access to your payment information.   At this point you have disputed the charges with your credit card company, and the $95 is being held pending review of the evidence submitted validating the charges as showing us as having permission to charge the card, and the decision is to be made by your bank. The consumer has also disputed a $100 non-refundable reservation deposit to [redacted] as well as made several other complaints and reviews, all of which contain subject matter which is inconsistent with the issues stated in this Revdex.com complaint, after essentially stating she would continue to report my business for doing bad business in an effort to ruin my company. While I understand consumers are entitled to expressing concerns and opinions, I ask you to further evaluate this particular complaint for validity and truthfulness.   I have attached the signed service agreement and invoices for your review. I am happy to submit all emailed communications between the consumer and I if necessary.   Warmly, Tail Waggin Animal Care, ltd.