Once upon a time I owned a pet-care company - so I know you can't please all the people, all the time. However from start to finish this was a less than stellar situation.
Alpha Pets was recommended to me after asking one of my networking groups for insight on pet-service in our new hometown of Manassas. Since I trusted the source I presumed the company was going to be great with our elderly dogs.
We had some trouble pinning down a time for a meet and greet. I also had some trials with their online system (It's not user-friendly) and apparently to get through to setting up even a human contact you have to use their system.
When Jen came out to do our visit we explained, with emphasis, how attached we were to our dogs and how important it is to us to know exactly how they're doing -- one of our dogs lives with lyme disease and has severe skin allergies, the other has IBD and various knee and hip challenges due to her age and a previous injury. Jen assured us that she could change our minds about pet-care in the area and even told us about someone on the Board of Supervisor's who trusts her and her team to care for their dogs. I assumed that was to impress us?
We left detailed notes and specifically asked (in person and in our notes and in our correspondence) for regular, detailed updates on the dogs.
Within 24 hours of our departure we'd heard nothing.
The only form of contact I had received for the company was the 800 number on the website and Jen's facebook message account.
I called the 800 number -- but there is only a generic greeting and no indication of whom was reached -- nothing that said Alpha Pets at all. I also emailed Jen via Facebook -- asking what was up with our dogs -- the response was disheartening. I was told that since we had only been gone a day she didn't think we needed any updates.
To be honest, I was upset -- whether or not she thought we needed updates -- we had specifically asked for them. I was told that they wouldn't text because then we'd have her or her team's phone numbers. Fair enough -- then why not simply pre-empt my requests and send me a detailed update?
Here is part of our FB conversation:
"Hey Jen --re they eating? is K's belly okay? is D chasing bunnies and squirrels? and any other newsy bits....
NO RESPONSE
Dec 7th, 8:04pm
Jen -- do me a favor-- can you text me within the hour? and give me a number where I can text you? actually -- also like a call at either number please
{NO RESPONSE}
Jen:We really do not give out our personal numbers. What questions did you have?
Dec 7th, 10:18pm (note the time lag between second attempt to contact and response)
Basically, we just want to know what's happening. Please let us know - either by text or calling or emailing my personal email
Jen: I figured since you just left Saturday and we messaged yesterday that would be good for that day. Both are eating and drinking and walking fine. They seem perfectly happy and healthy. I will can send you an update on here at the end of their last visit each day but really they are fine.
Me: I'd appreciate you indulging us.
Jen: They are doing well. They are eating, walking, seem to be happy. As I said, if they weren't I would let you know. I will message you after the last visit tomorrow and let you know how they are doing.
Me: great -that would be awesome. every day after the last visit
Dec 8th, 10:14pm (last visit was supposed to happen by 9pm)
Me: Jen -- how did the last visit go? any accidents in the house?
{NO RESPONSE}
ME; okay...now I'm worried????
JEN: I am just now finding my last animal. They are fine. No accidents.
ME: I'm guessing this doesn't mean you were looking for our girls.I'm glad to hear they are fine.Please do me a favor and at least give us a heads up each night by 10 at the latest. even if it's to say, "I'm on the road, your girls are safe and sound." text or emails are perfect. {included my phone number} I appreciate your job is a hard one, but we definitely consider these two as our children and want to hear how they are each night just as if we had left human children in your care."
This went on the entire trip. nightly check-ins were: "They're fine"
We came home early to avoid the stress. We didn't bother to ask for the fee paid for the remaining visit to be returned. We did however ask for our keys to be returned.
That was 2+ weeks ago. No keys and no way to contact as Jen has closed all forms of communication. I've tried to contact her before writing this to no avail. Hire at your own risk.
Petsitting is a hard way to make a living. I get it. This, however, was unacceptable. read more