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What our clients think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Unfortunately, the first sitter on this case was in a car accident while going to petsit, and we had to switch this client's sitter to an emergency cover. We did find and promptly dispatch a sitter to this client's home to emergency cover the remaining visits on this service. We did contact the client as well to inform her of what was going on. We did not charge the client for the visit which was late due to the sitter's car accident.
In general, if a sitter does not meet a client's expectations, we will pair the client up with a new sitter. The sitter was contacted in this case, and she and I both contacted the client to apologize that the pet sitting service did not meet her expectations, and for the last minute switch due to the car accident. Our #1 priority is the excellent care of the pets and the homes we are in. This sitter has never gotten a negative review, but I will certainly keep an eye on her moving forward, to make sure that good care is given by all our sitters at all times.
Our pet sitters go through a vigorous hiring and training process, and we do have an emergency plan in place. The sitter in this case was in a car accident on the way to this client's house, and as soon as she was informed that her car was not driveable, she contacted her family and the insurance company to try and get another car, and then called me at headquarters to get help covering the visit. I also contacted the client to apologize for the lateness of her visit, and to remove it from the bill, and to let her know that I would be covering her visit that evening and was on my way. I personally covered her remaining visits, and reassigned her to a new sitter, as she didn't feel comfortable proceeding with the current one.
Sometimes an emergency cannot be foreseen, but we will always make sure that every pet in our care is taken care of. I hope that this client will review us again after her service in December.