14/10/2023
Hello,
There have been a number of posts regarding a pet sit that we did in September for a couple with the dogs Lola&Rupert. We would like to address the concerns that have been raised and explain from our side of things.
Firstly, we would like to address how long the dogs were left for whilst we were pet sitting the dogs. For the week that we were there they were left for no longer than the agreed 4 hours apart from for 2 days. On these two days, we had a family emergency with Adrian’s Mother, she had an arthritis flare up which results in her not being able to move out of bed and severely reduces her movements. With his father being away on business and only having us that are local we had to go and help her. On one of these days we ended up going to A&E with her due to the severity of her flare up. When this was addressed to us we agreed that we had failed to communicate this with the customers at the time of this happening, we apologised deeply for this and throughly explained this to them.
With the dog walks, we fully took the responsibility for the limited walks they received and offered to walk the dogs the rest of the walks that they were owed to them. Whilst doing this pet sit we had come down with a sickness bug which knocked us both down and led us to not providing the usual 5 star standard.
Another point that was raised on this post was the friend that was invited over to the house, the person that came over is one of our employees Jordan, he is also on one of our reviews. Whilst Jordan was there with Adrian they took the dogs for a small walk and had some food. There were no drinks involved as we all do not drink any form of alcohol.
When owners are away from home majority of dogs will act out in all different ways. Majority of the mornings after being there for 2 days we would come down to urine and dog poo in the hallway towards the front door. No matter what time we would last let them out or how early we would wake up this would still happen, dogs will threat and do abnormal behaviour especially if they are more of a nervous dog as they are confused as to why their owners have left them. When this happened we always cleaned up afterwards with the cleaning products that were available to us within the home. After every pet sit we clean everywhere we have been, we did not leave any rubbish anywhere within the house as we took all the rubbish carrier bags into the correct relevant bins. We would never leave a pet sit with ‘rubbish everywhere’ as stated in the post.
In one of these posts it was also stated that we are unlicensed and should be on the licensed list of boarders. We are pet sitters, we offer pet sitting within your own home. We don’t have any dogs that we board within our own home, therefore we do not require a license for our services and also do not need to be registered with the council.
There has been many comments, reviews and reactions with much hate towards us, advising we should be reported to the RSPCA, this is completely unwarranted as we have admitted to not walking the dogs the agreed amount however The dogs were not neglected in anyway they were fed, given water, had the back door open to go out in the garden, plenty of cuddles and fuss whilst in our care.
Due to the issues that were raised by Alice and Jack we returned 50% of the total service to them as an apology for not providing the service to our usual excellent standard. After we paid back the 50% we gave alice and jack 7 days to raise anymore concerns, write a review or simply put anything on our page and they did not do so within the 7 days. After these 7 days it was clear that they weren’t going to be doing any further business with us so we felt like we didn’t need to have them on our page so we decided to remove them in order to try and prevent this sort of hate and abuse happening when we have always given excellent service to our customers in the past.
We would like for everyone to understand that bad circumstances happen in all lines of work and none of this was done with any bad intentions.
We have tried to deal with this in a professional manner but this has now been exaggerated into something that seems a lot worse than what it was.
We have received a huge amount of abuse from people who haven’t messaged us privately to discuss and have jumped to the conclusion that everything you read online is the truth. We are very shocked that people have put such a bad image on our business by sharing the posts everywhere without even giving us a chance to explain the situation about exactly what happened and believing one persons post without asking any questions as if it was the absolute truth.
Sending our deepest apologies,
Courtney and Adrian
