This company was great for the first year we used them. We have 2 special needs cats who require a little extra mgmt (ea. have 1 eye and require to be kept in individual "zones" in our home). We relied on EP services and would
leave detailed notes to remind them of the cats' needs and dietary/medical requirements. Generally, the team at EP did a great job and were a trusted service provider. Recently they changed their billing policies, we had previously used VenMo and they switched to requiring a CC, which is fine, we always paid our invoices and we're in good standing. After a recent trip, we had Qs regarding their new billing policies, these Qs remained unanswered despite numerous attempts to contact them. We received a response from the EP team that they would reply shortly - they never did. We then found late fees auto-charged to our CC due to not paying the invoices within the terms, however, we had held payment due to our queries not being answered over the course of weeks, despite them saying they would respond. The EP mgmt team, when reminded and informed of our Qs, and subsequent dissatisfaction w/ the late fees, was extremely unproffesional and rude to my partner, and said our account was closed and they would not continue service. They also implied we were high maintenance when we had called after hours, while we were out of state, asking if someone could check on one of our cats who had not been seen on one of our 3 cat cameras for 12 hrs. They implied we panicked - which any good animal
owner would do - because we reached out. They failed to recall that earlier this summer, one of their associates actually locked one of our special needs cats in the wrong "zone" of our home, a major concern that jeopardized our cat's safety. When that originally happened, they were great about rectifying the situation, but it was very rich of them to accuse/imply us of being panicked, when we had a past experience when their
incompetence put our cat's welfare at risk. This company owes us late fees and has sketchy business practices. I compliment them for their care of the cats, generally, but the management of the business, their inconsistent/shady billing practices, and terrible customer support/rudeness to standing customers is unacceptable. Do not use this service. read more