• Report: #1064652

Complaint Review: Pet Butler

  • Submitted: Fri, July 05, 2013
  • Updated: Fri, July 05, 2013

  • Reported By: Up to my knees in POOP — Mesa Arizona
Pet Butler
10306 E. Juanita Ave. Mesa, Arizona USA

Pet Butler chnarged for a service did not perform Mesa Arizona

*Author of original report: Pet Butler Made things Right

*REBUTTAL Owner of company: Pet Butler Response

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 I have been a customer of Pet Butler for 3 + years. I recently became ill and was unable to live in my home. I recently returned home to a disaster. Pet Butler is a dog poop clean up service. I had been very happy with the service and the technician and felt we had a good relationship until now. I was appauled at the amount of dog droppings in my yard. It looked like it has been months since the service has been performed. I have automatic withdrawl for the payment each month and trusted that the service was being performed while ill as I had never heard from the technician. She was always very conscientous and would call me if there were ever any problems. One time she even called to inform me the gate was open and the dogs were out.

Recently however I guess her business grew and she no longer is the technician that services my home. I called the number I had, which was the headquarters to report my issue as I did not have my original technicians number anymore as my phone had been stolen and all numbers lost. I explained to customer service my issue. The customer service person informed me the technician had been to the house on the 24th. I said impossible, no way with all that poop. I was informed the dogs were in the backyard and the technician was afraid to enter as the dogs are mean. They are not mean, just Pits Bulls so are labelled mean. I was informed the technician "knocked" on the front door but no one answered. Seriously who is home in the middle of the day if you work???? I explained to customer serice that my usual technician would have called me on the cell phone and informed me of the issue and rescheduled the service. I was told let me talk to my operations manager. I received a call back informing me it is my fault because the dogs were out and we will cancel your service as you are not happy with the service. We will refund you one month of service and if you like we can do a one time clean up for you. I have been paying $46 a month. they offered me to pay them $51 for the one time clean up. excuse me how is that making things right. OMG.....

I will never recommend PET BUTLER to anyone ever again.


This report was posted on Ripoff Report on 07/05/2013 01:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Pet-Butler/Mesa-Arizona/Pet-Butler-chnarged-for-a-service-did-not-perform-Mesa-Arizona-1064652. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Pet Butler Made things Right

AUTHOR: I'm not stupid - ()

 Even though I had issues with the headquarters, the owner of the franchise made things right. We both learned from this experience and I have decided to continue with Pet Butler.

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#2 REBUTTAL Owner of company

Pet Butler Response

AUTHOR: Pet Butler-Mesa - ()

I am the owner of Pet Butler – Mesa.  This customer has been with me since January of 2009.  That in itself speaks well for my service.

When customers sign up for service they are asked a series of questions.  One question in particular is whether the dog(s), no matter what the breed, are ‘Nice/Friendly’ or ‘Mean/Aggressive’.  In this instance the owner declared that the dogs were mean and had to be shut in the house when we were there. 

After the owner moved out of state for work she told us that her son now lived there with these dogs.  When he was not home, he left the doors open to give the dogs free reign in the yard.  Therefore, unless someone was home to lock up the dogs we were unable to safely clean the yard.  We would then leave a notice on the door and note the issue in our system. 

It is our policy not to rebate service costs in these instances for two reasons:

  • We are going to have double the pet waste on our next scheduled visit. 
  • We made the trip to the house as scheduled. 

When customers notify us in advance that we can’t service their yard for any reason, we do not charge them for that visit.

The customer called and told my office that she was very unhappy with the way her yard was covered with dog waste.  I explained that we were unable to get into the yard in her son’s absence.  She said the dogs were going to be leaving and she didn’t want to pay for the missed visits.  I agreed to cancel her service immediately and refund her the month that she paid.  I had the office let her know that we would come out in the future and do a final cleanup after the dogs left for our regular one-time cleanup cost.  

I pride myself in customer service.  I would never want any customer to be unhappy with my service; especially a customer that’s been with me for so many years.  I should have contacted her personally instead of depending on her son to give us safe access to the yard and for that I apologize.  I have since made efforts to contact her both by phone and by email so that I can work out a way to satisfy her.  I hope she responds and gives me that opportunity.

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