Kats & Pooches LLC

Hi Joanne. I’m very surprised and confused by this review. We accept feedback openly and look for opportunities to improve. That said, you changed the times you had requested, which we confirmed in writing. You had mentioned nothing to us about any part of our services that you were not satisfied with. This review does not reflect what happened accurately. It’s unfortunate that our business relationship has come to this as we greatly appreciated working with both you and grace. However as I tried to explain to you over the phone before you hung up on me, I confirmed the time frame with you in regards to when my staff member would arrive to care for grace on that Saturday. We have text messages showing proof that you confirmed and agreed to this time. We are very confused on the authenticity of this review because we did exactly everything that we told you we would do with your permission. On Saturday when I received a text from you stating that you arrived early, I asked you did you want us to finish grace’s visits even though you came home early. You said no and thanked us for our services and we assumed that everything was fine. You never mentioned anything being a problem that day when you arrived. Once we received a text message 5 days later you expressed how disappointed you were in us. I gave you a call immediately to try to talk to you because I believe that this may have been a miscommunication and I wanted to go over the details with you. You did not want to listen to what I had to say and you hung up on me. Once I showed you proof of the times you agreed to, you never said a word again. This was the 14th of March. Lastly, we NEVER go inside of a clients home without agreeing to a schedule because that is an invasion of our clients privacy and it’s against the law. We value and respect our clients requests from us and if at any given time we may not be able to complete a service you are the first to know. This is why we handle communication mostly through text because we want to be assured that there is an understanding of the scheduling and that we have everything in writing. I’m not for certain as to what other time grace may have had an accident because this wasn’t expressed to us. You have been a client of ours for about 3 years and grace has never had an accident in our care because we are very prompt and follow strict instructions based upon our clients requests as well as using our own expertise when handling a clients pet. We will not be removing any old photos of grace due to the fact that we have your signed signature giving us permission to post grace on our website publicly. However moving forward, we will not post any pictures of grace at all in its entirety on any of our social media per your request.