TLC While You're Away

"TLC provided love and care for the clients two cats Tummel and Simcha from 7/25/12 - 7/4/14. In those two years, the client used us 24 times. Every time, the client returned to happy cats and a well maintained home. On Wednesday 7/2/14 the client called to cancel her order for visits over the 4th of July weekend commencing Friday 7/4. The client was upset that she was still required to pay for the visits ordered. TLC Cancellation Policy- On non holidays, 48 hours notice is required. The client is responsible to pay for the services ordered that falls short of the required notice. So, if the first visit was on Wednesday and continued till Sunday and the client cancelled on Tuesday, they would still be responsible for Wednesday's visit only. Thursday thru Sunday would be cancelled without charge. On Holidays, 7 days notice is required. The client is responsible to pay for the services ordered that falls short of the required notice. So, if the first visit was on Wednesday and continued till Sunday and the client cancelled on Tuesday, they would still be responsible for all the visits. When clients make a reservation for our service, we make a promise to be there. Every new client is informed of the cancellation policy during the complimentary orientation and sign the agreement. We take pride in our pride in our dedication, reliability and dependability to our clients and hope that they in return have the same commitment to us."

"TLC provided love and care for Bob aka "Bobcat" while the client was on a two week trip abroad. The first week was wonderful - Bob was warm and loving. Would always greet us at the door, sit on our lap and purr while getting pets. By the second week, Bob was getting irritable and started acting out - the 2 litter boxes are in the exercise room and Bob, instead of urinating in the box, starting peeing on the interlocking foam mats under the weight equipment. The urine would seep under the mats and was, in some places, impossible to clean up. The client is correct when using the term "nightmare" to describe the situation. The clean up effort was extensive. Everyday I was on my hands and knees with paper towels moving weights, lifting up mats and wiping up the floor. The 40 minute visit was extended till the clean up was done at no extra charge. While cleaning, I backed up and bumped a table in the room which knocked over a small table lamp that would be purchased at a store like Target for a reasonable price. The frosted glass shade broke. This is a replaceable item. I had to purchase 8 rolls of Brawny paper towels to keep up with Bob's mess and I did not pass the expense on to the client. TLC was visiting in the middle of the day everyday. The client was not going to return till late in the evening and did not order a visit for that day. Due to the situation, I added a mid day visit at no extra charge. I wanted the house to be in the best shape possible when she returned. 5 - 6 treats were placed in front of Bob's dry food bowl before leaving. The remnants of those treats might be what the client is referring too as "crumbs" around his bowl. The TLC policy for pet/home updates: During business hours 9-5 everyday a client can call, text or email asking how things are going and they will receive a same day response. If there is a question or a problem, the client is informed immediately. If the client is unavailable, the two emergency contacts on file are notified. When the client emailed asking for an update on the first week, she received a picture of Bob on our lap with a note saying how wonderful everything is going. On the second week, when things started going downhill, I emailed almost everyday with pictures and details. The client did not return home to a surprise. Furthermore, a week after she returned, I called to follow up on how Bob is doing. I was concerned about his well being and wanted to make sure his behavior was emotional and not physical. Our conversation was pleasant and we discussed that this was the longest trip she has ever taken leaving Bob alone. We concurred that Bob can only handle mommy being away for one week trips. It breaks my heart that after all the effort I put in to try to make the best of a bad situation resulted in a bad review."