Complaints

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Woof Houze was contracted to take care of my two dogs, in my home from Sept 27-Oct 1. Four over nights and 3 visits during the day. During that week the Woof Houze employee had an unauthorized male in my home. My door was never locked while she was not here and my home reeked of marijuana when we returned. Furthermore, we had to leave ********* at 4:30 in the morning because the employee and unauthorized male were naked on my couch. My dog had peed on the rug, as well. I contact Atia immediately upon my return and asked her for a full refund, the cost to replace the carpet and the cost to have the couch professionally cleaned and sanitized. I also provided her with pictures and screen recordings of everything mentioned above. (**** camera images, **** **** ********* bags filled with blunt fillings, the rug the dog peed on and the door lock log - showing the code was not used but ONCE during the week) She stated that she needed to investigate these "accusations" and will get back to me by Monday. (October 3) BUT on Saturday, Oct 1 at 5:51pm, Atia emailed me and stated she found no fault from the pictures I provided her. I responded with a screen recording of the two individuals naked on my couch asking what more proof does she need? She stated that she was having family time and she does not intend to resolve this matter on my "timeline." Since that email, Atia has not reached back out. Furthermore - On Wednesday, Sept 28, a neighbor came by at 8:30 and no one was here and there wasn't even a light on. When I reached out to Atia, she said Andrea will be there any minute and the **** cameras show she arrived at 9:44pm. *throughout the week it came to my attention that I was overcharged by one night - $******. When I asked Atia about it, she stated we can talk about it later. This whole experience has been unbelievable.

  Business response

  10/14/2022

  The services were completed that the company was hired for of taking care of the dog. We cannot speak on the other things refenced within the complaint on this platform. This is something that can be spoken about outside of the Better Business Bureau.

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No offer was made by Woof Houze.  The contract services were not performed at a satisfactory level.  My door was not locked the entire week (the Woof Houze code was never used after the employee initially gained access).  The Woof Houze employee acted outside of the contract by allowing an unauthorized male in my home on multiple days and nights of the week, as well as, multiple other actions listed in the initial complaint.  

  Woof House says "they cannot speak on what happened" - I contracted with Woof House - their employees actions are very much their responsibility and liability.  
  

  AND, I was over charged one night initially.

   

  I just wanted to add that I called the insurance company listed on her website and the coverage ended in February.  

   

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Business response

  10/18/2022

  Hello. First we never offered Ms. ****** anything. As stated by phone. Her service was completed. Since she pursed legal action or involvement of the authorities, we have discontinued communication. This is the first we are hearing of being overcharged and peoples insurance does change. This was an oversight in updating on the website. 

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Regarding the over payment.  Pls see text messages and phone records from 9/30.We spoke about it on the phone AFTER I sent a text message.  

  I was strongly advised to have the police come to my house as a witness to the facts I have explained numerous times in this claim.  There had to be an official record of what happened, incase anything further happened.  I have not yet sought legal council.  

  What happened in my home was reckless, crossed many boundaries and created a cause for concern about our safety.  The Woof Houze employee acted way outside any contract that was created.  I am simply requesting for the refund for the contract and damages created by the Woof Houze Employee.

  I spoke with business insurance company listed on the Woof Houze site as of yesterday 10/18.  They stated the policy lapsed in February.  If there is new insurance, I will need to reach out to them to file a claim, but most certainly have probable cause to do so and will be able to recoup the damages I have been asking Woof Houze for since 10/1. 

  
  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Customer response

  10/24/2022

  On Friday, 9/30 Adia requested to call regarding the employee departure time.  I told her I did not have time to call and sent her the invoice that was paid listing the departure times.  When I did that I realized I had been overcharged for one night.  She then called to tell me that there is "confusion" about departure time on their behalf.  I asked her about the over payment - to which she responded "we can talk about that later" and that has not happened.  

  Adia wants to say "we are not responsible for our employees actions" - but Adia took my money and Adia agreed to provide services for us- how does that work?  

   

  Insane.

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  All untrue. I was never told that. I would have made arrangements.
  The police were called bc there has to be an official record of what happened. clearly, Adia doesn’t want to accept the truth and hold her employee accountable (her daughter). 
  The purpose of the BBB is to resolve matters like this so that the courts don’t have to waste their time with nonsense. 
  See you in court. 
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  That is untrue.  The ending time has never been talked about before... Why was I told "we will discuss it later" - if it was that simple.  

  The purpose of the BBB is to help resolve situations like this so that the courts do not waste their time.  The police taking a report has nothing to do with Woof Houze taking responsibility for their employee's actions.  

  I paid almost $*** for a licensed and insured company to provide in home services while we were away.  Instead I got for a company  - that was not insured and did not lock my door once during the week(I have a door lock log), have an unauthorized male in my home and the employee have *** on my couch and my basement reek like marijuana (have video and phots).  I basically paid for the Woof Houze employee - who is Adia's daughter - to have a vacation house for that week, to do whatever she felt like and come and goals hours of the night. 

  How is that right?  

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I will upload a full statement along will proof of what is happening due to it being too long for the characters in this text box. In all, my dog trainer did not give us the service we expected and is falsely accusing us for aggressive behavior on the event of my mom dropping my dog off at daycare and from emails and text. We were refused a refund for the remaining three sessions and offer us playcare instead. However now is denying us service and communication in all.

  Business response

  10/14/2022

  Our policy is no refund. We will gladly provide the services that were agreed upon for the dog. If **************** would like for the training of the dog to take place we will do so. **************** will have to come to the parking lot and an employee will come outside and get the dog to take them in for the training. **************** is not allowed within the facility for private sessions. 

  Customer response

  10/15/2022

   
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if and only if we are allowed either camera access to the training  sessions or we are allowed a trusted alternative  friend or family member to sit with ***** during her training . I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ********************
  
  
  
  

*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. ↩