Complaints

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB,I hired Pack of Moose Pet Services (POM) to care for my four cats and two horses for two weeks, while I was in Europe. The owner, Becca N, promoted herself and her staff as extremely experienced in pet care. This was important to me because previously Id had a cat get hit by a car when there was a house sitter caring for my animals. One of my cats is very elderly and has to have pills two times a day. Becca assured me that she and her staff were well-qualified to give the cat pills. Despite their commitment to care for my animals, POM abruptly announced they would no longer be caring for them or staying at the house, completely leaving me in the lurch with no one else lined up to help care for them when it was literally in the middle of the night where I was, and I was 3,000 miles away. This was because despite their claims to be experienced, they could not get two tiny pills (pills that are literally 4 mm wide, that are given in wet cat food) down a 17-year-old cat. Becca proposed to send the cat to "medical board" for the duration, which would cost me an extra $60 a day (the petsitters cost $75/day) and probably break my old cat's heart. They told me to find someone else to give the pills, and so I called a friend, who said shed go do it the next morning, but nonetheless, the POM people refused to stay and care for my animals. The story is better told in the transcript of the group ******** chat among me, Becca, and Jasmine, the POM employee who stayed at my house. Please see the attached document. The one sane thing that Becca offered is that she would not be charging me any fees for the service (this is in the group chat). Nonetheless, she sent me an invoice for $375 for the days they were at the house. The resolution I am seeking is that I want POM to relinquish any claim that I owe them money, and cease all contact. Thank you, **********************

  

  Business response

  02/01/2023

  ****, we understand your frustration with your experience. We also understand that animals do not always behave the same way with their humans, as they do with a sitter, regardless of the experience one may have. Jasmine did attempt many times to medicate ****** and had communicated that with you on multiple occasions. Medical board was only proposed due to being able to assure ****** would be able to get his medication as we understand how important the ************ is for his breathing. Even with a sitter that a cat has met twice while you were present, your absence, on top of his age, and medical care received the day of your departure, altered the behavior you - and your family members who have met him numerous times before - experience on a daily basis. We understand multiple techniques for administrating medication, and could tell the experience was stressing ****** out. This is why we proposed alternatives: ******'s best care was our goal. This was all communicated to you throughout the visit. I had explained we were going cease contact due to your ongoing, irate messages towards us using inappropriate language. I have only replied once to you since to explain why an invoice was still sent on behalf of services rendered. 
  
  We are willing to negotiate an agreement and dismiss the $375 invoice for the 5 days of care provided, with the agreement you stop spreading false information by only sharing partial information and communications exchanged, and discontinue the personal slander on myself, my business, and my employees.

  Customer response

  02/03/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and this is the message I would like to send to the business.  
  Sincerely,
  *******************

  Becca,
  
  You cant gaslight me with your claims. I was there, remember? We have the record of the group chat remember?Its all there 100% of our communications. You say you had explained we were going cease contact due to your ongoing, irate messages towards us using inappropriate language but thats not how it unfolded, is it. At all. 
  
  Further even if I had been irate thats still not an excuse to walk out of my house and cease care for my animals when I am 3,000 miles across the ocean and its the middle of my night. What you did is  totally unprofessional and unethical. Sadly, or rather weirdly, you dont seem to get that. Everyone who has read the chat transcript is completely appalled and freaked out by what you did.  No one thinks that I was in any way to blame for what happened. The only person who still doesnt seem to understand how badly you and your staff behaved is you.
  
  Likewise, I will not let you imply that I am spreading false information by only sharing partial information and communications exchanged, or slandering you and your employees and business.Ive made 100% of our communications available to people, so they can judge for themselves. Ive not represented anything false.
  
  This is not a negotiation, because you dont get to constrain my speech. Ill accept your offer to waive the bill and Im happy to refrain from spreading false information because I have not spread false information and I dont intend to. Theres no need to make anything up! The actual story is appalling enough. Ill continue to discuss this incident as I see fit, and Ill continue to disclose our communications as I see fit.
  
  BBB gives an option to either accept or reject your offer. I am accepting your offer to waive the bill,and rejecting your imposition of any kind of agreement that in any way dictates my speech. Im going to assume that this is acceptable to you, but you can let BBB know if its otherwise the case.
  
  ****
  
  
  
  

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