My review is not directed to the Shelter itself located on West Pico, as the attendant was polite, respectable and received good service. My review is based on contacting the (213) 482-9550 Licensing department indicated on the Official Licence letter you recieve in the mail about a week after obtaining the a dog license.
I received the dog licensing confirmation letter by mail and after reviewing the information, I noticed an N under the sex section and a Yes under the Sterilized section. Not understanding what the N under the sex section meant, as usually it refers to either Female or Male marked by an M or F, and it already stating a Yes under the Sterilized box section right next to it, I called the (213) 482-9550 Licensing department services indicated on the license confirmation letter. When I called, I spoke with Demitria. I asked the question referring to the N. I stated I did not know if that meant not available and was concerend if they had on record my dogs sex. In case my dog ran away, I wanted to know if he was properly registered. She responded that it means Neutered. I then asked why would it mean neutered if right next to that section box, it says Yes under Sterilized, it's like repeating itself. But just for questioning her response clearly irritated her, because her next response and tone of voice to that was, well I can change it to Male and send you a bill for $350 dollars. In response to that I remained silent as I did not expect such a drastic response with the added harsh remark. Then she quickly dismissed the call without further wanting to assist me and hanged up. I called again as Demitria ended the call with me not fully understanding why and still wanted to re-confirm if on my record my dog was confirmed being male and not Female. When I called again, she answered again and I stated I just called and wanted to double check. That's when she really started responding in an irritated manner and instead of explaining why they indicated Neutered instead of Male, she not only did not want to accept my license number to verify my dogs information, but just was talking in a smart ass tone. For just a simple question, I brought it up to her attention that I do not appreciate her tone and that I do make donations, I adopted an animal from the shelter and regardless, there is no reason to respond in a smart ass manner. Her response was it takes one to know one and hanged up. I called once more and someone else picked up, but already knew it was me and also was speaking to me in a unprofessional tone, I asked to speak with the supervisor. When Miss Austen answered who claimed to be the supervisor, she too answered in a tone that makes one feel like you're in a dispute than in a manner to act professionally. I stated I called to ask a simple question, but that Demitria responses where unprofessional and in smart ass remarks. When I stated Demitria stated it takes one to know one, Miss Austen's response was, well what did you say that made her say that? At that point I realized, no one in the office really understands the meaning of customer service and how to communicate with customers. I stated don't you agree that regardless who you talk to whether it's a person who makes donation to a person who adopts an animal to just anybody deserves to be treated in a professional manner? She agreed, and I stated I don't know if Demitria is having a bad morning, whether its Monday or had a bad weekend, it is no excuse to treat callers in an unprofessional manner. If that's all it takes from a simple question, regardless if I need further information to understand, it's not what you say, but how you say it that matters. I don't know what manager department she's from, but customer service means to respectfully attend to the customers in a professional matter. It's very disappointing to know a customer, needs to go through all this trouble for one simple question. I can't even start to imagine what to expect in more serious cases or questions. I requested her to explain and remind that to Dimitria. In no way did speak to Dimitria in a harsh manner or unprofessionaly. Although I did bring it up to Dimitria, instead of apologizing, she further confirmed her attitude by quickly responding It takes one to know one and hanging up. If a customer does not fully understand and still questions an inquiry, dont punish the customer for it with a bad toned voice, harsh remarks or a smart ass form. Thats when true customer service kicks in to communicate with a customer until one understands. read more