Wagging Tails Pet Sitting & Mobile Grooming LLC

Service Provider Response

We are sorry you feel that way. We can assure you that your dog was well cared for while here for our pool and grooming. We have security cameras everywhere and there is no issue with the care of any pets or actions. Our highly trained staff are professional and adore animals. You were here for a pool rental WITH your dog, and then a groom afterward. So, a missing tag is hardly a reason to rank us as an F.??? The o ring that holds the tag is absolutely not a strong ring. As was explained to you, when dogs play, their tags can get caught on each other, and fall off. Or the o ring can get caught on clothing and stretch. There are many reasons why. I suspect that this happened, which is what happens most often to people, the leash could have been erroneously attached to the o ring instead of the collar and if your dog pulled then the o ring stretches and comes off. The ring on the collar itself is very strong and made to have leashes attached and the o ring is not. Since your pet was also in our pool, it makes sense to consider that the water made your pet's collar and tag slick too. The o rings that tags come on are not strong they are flimsy. They stretch and release from collars. It happens! Yours fell off somewhere in our 14000sf yard and 9000sf building while here for a grooming. Fortunately, we were able to locate it and return to you. We would be happy to replace your o ring. Although we appreciate your business, we and hopefully other readers, find this review to be a false representation of our services and care to your dog. Your pet was at our pool and had a fantastic groom. We appreciate the opportunity to voice our professional opinion and input.

Service Provider Response

Hi [Member Name Removed]! Thank you for your kind comments! Please contact us for your next grooming appointment and we would be happy to work something out with you for pricing! And, we are soon opening Wagging Tails Pet Resort & Spaw 802 Boundline Rd Wolcott -with safe, sanitary and loving dog and cat accommodations, salon grooming, training, daycare, massage, pools, and more!

Service Provider Response

We are thankful you posted that you had used our service before and were pleased. And we appreciate the A for Punctuality. I would like to respond that our staff made excessive attempts on each and every visit to safely get your pet to respond to them. Often spending much longer than the allotted scheduled time trying to get your pet outside and more often than not, with success. This is documented on our GPS check in and check out, as well as our electronic report cards. Unfortunately we have no control over your pet's bowel or bladder functions, previous house training or any temperament issues. However, our staff is trained in positively handling all breeds in all personalities. For their safety, there is only so much they can do with a pet that is less than eager to see them. According to the pet report cards that we have, the accidents were cleaned up on each visit and often some were left for US to clean up by the 3rd party visiting. OR if your pet went to the bathroom again prior to their visit, and after our departure, then yes, there would be an accident left for them to clean up. If there was issue with them about this, then they should have contacted us to discuss prior to your return home. We would have gladly worked out a schedule for more visits to your home for your pet's comfort. Or met your 3rd party to see how they handled your dog. We have had a policy not to share any jobs with neighbors, friends or family for this reason. We bent this rule to accommodate your needs. Unfortunately the 3rd party seems to have some false information. Our sincerest apologies for any lack of communication or miscommunication on our or our staff's part. However, we did visit your home, your pet, and provided our services with love, care, attention and time. We recommend socializing your dog and training so that any future caregivers that you do employ are safe and successful and so that your dog is happier. Thank you for your time and for giving us the opportunity.

Service Provider Response

Thank you for your positive review! We appreciate it!

Service Provider Response

In over 21 years of business, we do NOT make it a normal, or regular business practice, to turn away clients. In fact, I can count on one hand, how many times in 21 years, it has occurred. The decision is not always an easy one, and is based on these reasons: 1) when a client has an ongoing history of extremely late or non-payments, 2) or has a pet that we feel would be better suited for a boarding facility, 3) or if a client does not accept, or uphold, our policies and procedures 4) or we have exhausted every means to see to our client’s needs, without success. If and when, any or all of the 4 above points occur, for the sake of our staff, and the well-being of our client’s pets, we make the difficult decision to sever our relationship and refer the client elsewhere. The last 2 of the above reasons is why we no longer care for Mrs Scantling’s pets. Our policies are, and have always been, very clearly stated in our contractual agreement- 2 very specific polices in particular that pertain to Mrs [Member Name Removed]: 1) that we will always attempt to maintain the same pet sitter at our clients home, but we cannot promise that it will always be the same person. 2) that we have 2 hour windows of arrival times to a client’s home that coincides around their requested time. Meaning we cannot promise exact times of arrival to a home. For example, Mrs [Member Name Removed] requested a 530/6 pm window, Wagging Tails policy is 430 to 630 time frame. A pm visit specified for 930 or 10 pm is done anywhere from 830-1030pm. Mrs [Member Name Removed] was well aware of our policies, as we reiterated them to her many times over the years that she utilized our services. Contrary to what she stated, we clearly were not at fault for our arrival times to her home. She was reminded of our policies again and again. She chose NOT to accept them. That is why we decided after many years of attempting to remind, and to accommodate her, that Mrs [Member Name Removed] would be a better fit for a different pet care service who did not have policies like ours. These fair and realistic policies, leave room for traffic delays, or unscheduled occurrences, and emergencies that could arise at another home. A perfect example of this is when Mrs Scantling’s dog was gravely ill, and our staff member promptly rushed him to the hospital, staying with him, and attending to his needs, for several hours. Thus pushing back the rest of our arrival time, at all our other visits that day. We hope that she would understand that if this had happened to another client’s pets, it would detain the sitters from arriving to her home. With 4 visits per day, and each visit about 4 hours apart, we reiterated our time frame policies, which again, Mrs [Member Name Removed] refused to accept. With a travel schedule requiring 4 visits per day for 7-14 consecutive days, it does usually and realistically require more than one staff member to provide visits. Mrs [Member Name Removed] did not accept this policy. She demanded ONE person on all 4 visits for 2 weeks straight. We reiterated our policies and on our final attempt to please Mrs [Member Name Removed], who had previously refused to have 3 of our other sitters in her home, none of which we’ve had any issues with, or any client complaints, of the same issue that she had. After she dismissed THREE of our staff, this was our final attempt to keep our client happy and to meet her needs, and to bend over backwards to accommodate her demands. The appointment was set for Mrs [Member Name Removed] to meet one of our staff members- (the one who generously agreed to change her personal schedule and to make herself available to pet sit for Mrs [Member Name Removed] 4 times a day for 14 days straight). However, when she arrived, Mrs [Member Name Removed] was not home. The sitter stayed for over an hour, conversing with Mr [Member Name Removed], and then finally agreed to leave and come back so that she could meet her. I would say that was very kind, patient and professional of the sitter to do, regardless of the fact that Mrs [Member Name Removed] did not show up to the appointed time. So the sitter left, went on her way to continue working, albeit delayed, and then returned to the [Member Name Removed] home. Upon her return, Mrs [Member Name Removed] immediately met her and insulted her. She flat out said she wasn’t a good fit, called the WT On Call Manager and asked for someone else on staff. That made it a total of 4 different people she didn’t think were up to her standards!? The sitter, was extremely upset, left in tears. I’d like to add that this sitter has been with WT for several years, is one of our top performers, is a genuine, kind, hardworking person, that we’ve yet to have any issues with. NONE. In fact, she is requested back by our clients over and over again. After attempting to meet all of Mrs [Removed Member Name] requirements, demands, and providing responsive customer service, we had exhausted all means. And we told her so. She was also informed that the sitter was made to feel uncomfortable and was very upset. Perhaps then Mrs [Member Name Removed] realized that she had been quite rude and demanding to our staff, because she then said that she would accept the sitter who she had already insulted and hurt her feelings!? However, it was too late. That sitter did not feel comfortable returning to her home. Would you?! Yes, we are a service business. Yes, we cater to each and every personalized need that our client’s and their pets have. Yes, we absolutely make every attempt to rectify any situation that we can, and to go above and beyond in our services. However, we do so every day with kindness…while working very hard. To insult someone inside their own home is Mrs [Removed Member Name]’s perogative. But, as the owner, and boss of this sitter, I know I would NEVER, speak to my staff, much less anyone else in my home, in the manner that Mrs [Member Name Removed] spoke to this staff member. To call the next day and say “Well, if I have to have her, I guess, she’s ok…” This experience, in addition to the previous lack of respect and understanding of our time policies, led to the decision to suggest to her that she should look elsewhere for her pet’s care. Contrary to Mrs [Removed Member Name]’s statement, this action was taken well in advance of her planned trip departure. In fact, the contact info for 3 other services was forwarded to her so she could find another pet care professional who would meet her demands. It was not an easy decision, as the sitters, have grown very fond of her pets. They were VERY well cared for in her absence. I find it quite disappointing that after several years of providing exceptional service, (if not, why would she have utilized our services for so long?) and quite frankly, bending over backwards to attempt to appease all her needs, including bending our policies, that Ms [Member Name Removed] waits until now, to post a negative review. The fact of the matter is, she was “fired” as a client, for her blatant disregard for our policies, procedures, and her rude interaction with our staff. It was not an easy decision, but it had to be done. Both WT Office Managers, many staff pet sitters, and myself, all are in agreement that we attempted to accommodate Mrs [Member Name Removed] and to meet her demands 200% above and beyond, to no success. We appreciate the many years we had with the [Member Name Removed] pets and truly wish her the best in finding an alternative for her pet’s care. Our many other wonderful reviews, 20 years in business, numerous service awards, including Angie’s List Super Service Award, indicate our dedication to our clients and to all pets in our care. We thank you for your consideration.

Service Provider Response

Boarding a pet does not compare to the care from an in home pet sitter. A boarding facility, kennel, pet resort, whatever you call it, is still NOT home. They are two completely different services and our fees cannot be compared to one another. We offer many coupons and discounts, so we do hope you choose the best option for any pet - to leave them at home, where they are happiest and safest!