ComplaintsforCity Kitty Sitter

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went on a vacation on 7/20-7/24. I hired this company to care for my two cats. One is diabetic and is very much special needs so they should be specialized vet techs. I was told my diabetic cat had a low glucose and they decided not to give any insulin, even though I instructed to give less insulin and extra food/ treats. No one expressed my car showed signs of being ill. When I arrived home, the water bowl appeared dirty and as if water was never changed and there was dried cat vomit and cat f**** all over my apartment. I requested a refund, apology and acknowledgement of this negligence. I also asked for a reimbursement on my cat vet ****. I have not received any recent contact and I fear this company is putting many animals in danger! I want a refund of my $400 and an apology and reimbursement for my $300 vet ****!

  Business response

  08/19/2021

  We are very sorry that your last experience did not go as you had hoped. It is unfortunate that your kitty was not feeling well while in our care and you returned to find vomit messes after our last visit. Messes made after we leave your home cannot be monitored or controlled and we do not invade people's privacy by looking for such things in area of the homes that are not common areas we frequented by us. There is absolutely no way there is any merit to your claims that our CVTs did change out or refill your cat's water. We would not be in business since ******************************************************** the manner you described. You have a young kitty who probably likes to play in his water, as many cats do. They make spill proof bowls just for that reason and we have referred them successfully to many clients over the years.
  As veterinary professionals we hold ourselves to very high standards and we did our best to provide the best professional care possible for your diabetic cat and did absolutely nothing wrong in the process. Our technicians kept you informed and provided glucose testing using their own equipment since the glucometer you provided is for humans and can't be calibrated to determine the most accurate results in cats. Our team went out of their way to ensure your cat was closely monitored and provided the best care possible in your absence. As CVTs it is our job to provide medications as prescribed by a DVM, at the most therapeutic levels to our patients. We informed you that we are not comfortable providing insulin to a cat who's glucosamine is below 60. It would be unethical and not therapeutic so we did not administer a medication that counter indicates the condition we are treating, which could have led to hospitalization or even worse. We communicated this to you throughout the duration of your visits and recommended you make an appointment with your vet as soon you return because it is possible that your cat could go into remission. Our goal is to prioritize our patients first and if that made you feel we were going against your wishes to give your cat insulin no matter what his glucose levels are, we would chose the exact same measures and would not change a thing about our patient care. We stand by our decision and hope you are able to understand everything we do is for the best interest of the animals while in our care.

  These statements are defamatory, untrue, and completely without warrant. We have received threats, insinuation of blackmail, and have asked **************** to contact our legal representation for further communication. We have provided all documentation of our protocols while her cats were in our care. We will continue to put the health and happiness of the animals we care for as our number priority and it is our mission to educate our clients to better care for their ailing pets, despite their mismanagement of their own animals health.  
  

  Regards,

  *************************, CVT

  Customer response

  08/19/2021

   
  Complaint: 15762424
  
  I am rejecting this response because:

  I was made aware my cat had low glucose, however, I was never made aware my cat had been sick and thrown up until after I emailed my complaint when I arrived home. They state they were unaware of the cat vomit and must have happened after the final visit but I have a report in writing stating, they tried to clean up cat vomit with a Clorox wipe. This report was received after I arrived home upset.I found several spots with dry cat vomit and diarrhea. I have photos and email documentation. An emergency contact was listed as well as my vets info. Neither were called in regards to concern to my cats health. My vet also stated it is not good practice to just miss several insulin shots in a row without proper glucose reading which were skipped a few time.I have also read other reviews stating that someone with cameras had proof the purchased visits were not completed. This tells me that improper care has happened before and you refuse  apologize for your care takers actions and take any responsibility. I paid for services that were not received. I am entitled to compensation or a refund. My claims are not defamatory as I have documentation of all emails and photos of the condition of my home. I want an apology and a refund! I also think you need to reassess your employees. Not only have you provided below par pet care, you have previously lost my house keys, and I had to request several time in writing to have them returned and my schedule visit for early meds was not completed in June and I have a witness of this! 
  
  Sincerely,
  
  ***************************

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