I don't love the idea of dropping a former 5-star review down to 3-stars, but I don't feel as if I…read morehave any choice after my last two interactions with Mike at City Cat. Truth be told, I've wavered as to whether this should be a 2-star or 3-star review but if I had written a review after my August interaction, it would have been for 1-star, so I suppose either is an improvement.
August
We were headed out of town on a Friday morning to Sunday afternoon trip. I had arranged to drop my two cats off around 9:30, so I was more than a bit frustrated when I arrived at City Cat to find the door locked and no sign of Mike.
I called his cell phone. Voice mail.
Not wanting to simply sit in my car with two distressed cats locked in their cardboard pet carriers, I returned home and tried the number again. Nothing.
So I waited.
10:00
10:15
10:30
I was in a panic. The initial drop off time was set so there would be lots of time to be where we needed to be on time. But, by 11:00 we still hadn't heard from Mike and we were in the terrible position of either leaving our cats behind - and having our diabetic cat, L, not received her insulin for 48 hours - or have our entire trip disrupted because we couldn't leave the house on time. We opted for the former, making sure the cats had food, water and clean litter boxes and hoping that going without insulin for two days wouldn't be too detrimental to L's health.
About the time we settled into the flow of traffic on I-5 my phone rang and it was Mike, apologizing with some lame excuse about his phone being forwarded to his landline so he wasn't getting his voice mail while he was out of the shop.
In a curt tone I told Mike we were already on our way and that because he wasn't at the shop when he said he would be, we were stuck leaving the cats at home. He made a half-hearted apology and the call ended. I was furious and resolved to write a 1-star review and post it here. I never wrote that review and although there are certainly alternatives for other cat boarding businesses in NE Seattle, when the need arose recently to once again board the cats, I decided to give Mike another chance. Maybe the incident in August had just been an anomaly.
I called him a few days before Christmas.
"Hi Mike, this is David S. I need to make an appointment to bring my cats..."
I never got a chance to complete the sentence before he interrupted me.
"I don't have any room over Christmas."
Uh, who said anything about Christmas? I explained that I actually needed to board the cats starting on New Year's Day. Turns out, Mike had plenty of room. We confirmed dates and hung up. Unfortunately, the exact moment that the line disconnected I realized that I hadn't told Mike about L's diabetes and need for twice daily insulin.
I called him back immediately and got his voicemail. "Hi Mike, this is David S. again. We just hung up and I realized that I forgot to mention to you that one of our cats, L, has diabetes and requires twice daily insulin shots. I assume that's not a problem as you've probably had plenty of cats stay with you that required medical care. But if it is a problem, just give me a call back to discuss. If I don't hear from you I'll assume everything is fine."
No call back - everything must be fine.
At the agreed upon day and time I arrived at City Cat, cats, food, insulin and needles in tow. As I unpacked the cat carriers I picked up L and told Mike that this was the diabetic cat and here is her insulin.
He looked at me dumbfounded. "I don't know anything about a diabetic cat."
Me: "Umm, well I left you a voicemail about it, immediately after we set up the appointment to bring the cats here."
Mike: "Oh, well I don't listen to my voicemails. I just delete them. Just the other day in fact I deleted eight without ever listening to them."
I kid you not. That is exactly what he said to me!
Me (stunned): "Is this going to be a problem? I've got an early morning plane to catch and I need to know right now if I need to scramble for some alternative options."
Mike: "Well, no. I guess I can give her the insulin. Just give me your vet's name and number in case there's a problem."
Oy!
I felt tremendous guilt leaving my cats behind and wondered whether I'd actually see L alive again. What a lousy way to start a vacation.
Happily the cats seemed to do fine - although they were certainly happy to come home. I was a bit chagrined when I arrived back at City Cat and found the medical instructions hanging on the wrong cat's crate, but Mike assured me that the right cat had been receiving her insulin. I guess I'll take his word for it.
What choice do I have?