Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Jessica the owner . She had watched them one other time at her “boarding facility in her house“ during this time there was an incident upon picking them up and returning home, was my large dogs paw were all raw and had a minor type of infection. I didn’t think anything of it as I was able to treat it at home and it healed fine within a few days. She offered that if there was an issue that my next service with her would be free. I had arranged for her to stay at my house this time as I know the conditions of my house wouldn’t cause allergies to the animals for 01/28/24- 01/30/2024 She was supposed to arrive at 1:30 PM. however, she was over two hours late saying a dog had locked her out of the clients house and she did not have her phone or keys . Essentially there were multiple incidents when she stayed at my house. One on January 28 she completely disregarded the instructions of not opening my front door, and in fact it was left open for almost an hour with my small dog being unattended, which again was an instruction she had received previously, that could not happen. I had to remind her to take my dogs hair out, which was an instruction we had went over and she had agreed to, as it would cause her pain otherwise. The main incident however when I returned home within a half an hour of receiving her message that she left all three dog bowls that hold 4 cups of water, each were completely bone dry. it is quite literally impossible for my one dog to have drink 12 cups of water and less than a half an hour. Also her advertisement as far as services she did not deliver any of them. When I did address it a few days later she blocked me on everything sent messages to other people, saying that she felt “unsafe” and that I had “sent her over the edge” instead of responding to me. When she did finally respond to me almost 6 hours later, it was all lies. I have proof of. If she felt and feels that unstable I’m concerned for the well-being of other animals

  

  Business response

  02/05/2024

  ********I'm shocked to see this message in both my ******** inbox and my cellphone this afternoon. I'm also surprised you are taking it to the BBBI am having a hard time understanding what you are accusing me of here, when the care I provided for your home and your animals went above and beyond, as are my standards. The entire visit went smoothly for ****, ****** and *******. I am also struggling immensely with your accusations that there was any neglect. I got to your home at 3:30. I left your home once on Sunday night after letting the girls out on leash to go potty, giving everyone dinner and letting them out one more time before I left at 6:45pm. I returned back to your home, cleaned *******'s litter box and gave everyone fresh water. We went outside one more time to go potty and went back to bed all before 9:30pm.Monday I woke up at 6:30am, took the girls out to go potty twice, got their afternoon snacks and hung out up until 11:45am, when I had to go to my next client. When I returned at 2pm, the girls went out on leashes to go potty, **** got brushed out, received paw balm and we cuddled in the guest bedroom until it was time for me to go to Winter's 4:30pm annual visit. When I returned to your home at 6pm, I checked the mailbox, the girls went out to go potty on leashes, everyone received dinner, got fresh water and *******'s litter box was cleaned out. We went outside again at 9pm and I hopped in the shower at 9:30pm, where the girls hung out in the bathroom until we went out one more time at 10:30pm. I woke up the next morning at 6:30am at your house, let the girls out to go potty on their leashes, brushed/gave paw balm to **** and hung out at your home until I had to leave for my first morning client at 10am. I returned to your home at 1pm, let the girls out on leashes to go potty, topped off their water bowls, gave them their afternoon snacks, gave ******* cat nip and got some final cuddles in while I was packing up to go to my 3:30 client. Before I left, I picked up as much poop as I could before it started to downpour again, like it did the entire weekend. Throughout my stay, everything went well. The girls slept through the night, every night. No one had any diarrhea, constipation or vomiting. ****** went poop and pee everytime we went outside. Her stool was solid and her urine was normal. If anyone had any accidents in the house or issues with their stool, you would have been contacted right away. Like I do with all of my clients.I would like to say that your comments are extremely upsetting and untrue. I have countless clients that know my standard of care, and are happy to trust me implicitly in their homes with their pets who are also the equivalent of their children. This is exactly what happened at your home while I was there. All services were provided as I stated on my website. I also offered you a refund ****'s stay back in December because of her paw pads, which you told me not to worry about and that it happened at her daycare that she attended. She has had issues with her paw pads in the past, which is why she's on a medicated balm that you asked me to put on her everyday. Those text messages are unfortunately on my old phone, so I don't have screenshots of that incident. No one was ever left unsupervised unless I used the bathroom in your home, which I was using when the front door opened after going outside to check the mailbox. You left $150 for me on the counter as payment for my two night stay at your home from January 28th-January 30th. She also mentioned in this long text that it's not about the money, which are also in the screenshots above. In the screenshots above, you can see where ****'s water bowl was refilled on both Sunday the 28th and Monday the 29th. I did not take pictures of the other water bowls. I did end up blocking ******** on everything since she did threaten my safety in the long text she sent over. I am currently going through some personal medical issues, but that in no way shape or form is effecting my business practices or the animals under my care. What "took me over the edge," was the fact that I received an awful message full of untrue statements four days after the service was completed. Especially since I went out of my service area to make you feel more comfortable. Since this incident, I've been taking pictures of every water bowl, urine and feces each animal has taken at my home with boarding clients and in the home of others.These complaints are all based on assumptions, especially my assumed mental health. Again, good luck to you and the girls on any future endeavors.

  Customer response

  02/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I sent you a screenshot of a message that I sent her letting her know I was going to contact the Better Business Bureau first thing Monday, I sent that message to her on Saturday. After she reached out to somebody saying that she “felt unsafe”, and that I had “sent her over the edge“. today is Monday which is exactly why I contacted you, The BBB is exactly what I did again she’s lying! I also today contacted the ****, *** ******* international, and the Cheektowaga dog control officer. I would be happy to meet with somebody in person and go over the text messages phone conversations and any other details that you may need. It was a little bit difficult to fit everything into the complaint only being allowed 2000 characters. I also have a friend that is willing to sign a sworn statement who was with me out of the country while Jess was supposed to be attending to them that my dog camera showed for over an hour. My front door was wide open while two out of three animals were not being attended to. She broke the Contractual agreement and is flat out lying. Her behavior is really disturbing and poses immediate concern for the animals that’s going to be coming in contact with.  Regards, ******** ******

  

  Business response

  02/06/2024

  I stand by everything I said previously. In my pervious statement, I attached photos that were timestamped and dated. These photos show **** eating out of her dinner bowl with fresh water next to her. Unfortunately, I did not document the other four bowls, every waste product produced outside by ****/******, or every time I cleaned *******'s litter box.The accusations Miss. ****** is making are untrue.I will continue to run Cleo's Creature Care with the highest standards, proceed with continued education and insure to provide the best care possible to all of my furry and scaly clients alike. As mentioned previously, I wish nothing but the best for you, ****, ****** and ******* in the future. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩