Business ProfileforDoggie Latchkey

Short version- We were going to be out of the Country for a Week, we hired their services, mid-week they switched our Nanny without previous notification, second Nanny ***** sent all my dogs to the *** for administering the wrong medication to all of them, they over those one of them with Cancer and another one gave them the wrong medication with Kidney Disease, the one with Cataracts never received her eye drops, clearly she was not prepared nor trained, and most important I have never met her in my life. To this Day this Company REFUSES to reimburse us for what we paid for $1304, (Screenshots attached). STAY AWAY FROM THIS COMPANY AND ESPECIALLY FROM *****, which is the most dishonest person and worst sitter someone could possibly ask. Extended Version- Where do we begin? We hire this company purely for the Good Reviews and the fact that they seemed professional and were insured and everything that you will read on their website. We hired a pet ************* for 7 days from Dec 13th until Dec 21st, I was getting married and was going to be out of the Country for this period. On Dec 13th we welcomed our Nanny she understood everything and was very nice and cordial on Dec 18th we got a notification that our Nanny was no longer available, and another Person named *****, was going to cover for her. First of all I wish they would have notified us that a stranger was going to be at our house, but all I could think of was, This is the day of our wedding I need to trust that this is a serious company and they will be sending a professional to cover our dogs with multiple existing conditions and medications. So I decided to message the new nanny and asked her if she had any questions with the routine and if she was going to cover for the rest of the week, so I could no who to talk to. A couple of hours later I received another text message from the new Nanny ***** saying I dont think you are comfortable with me please call my boss to have this solved, immediately I was like what?, decided to call the company and after arguing with the owner ****** over the phone for this situation she was not nice at all and basically told me if I had someone else to take care of our animals then I should give them a call because it was impossible for her to put me back with the original Nanny, which I never ever requested during this phone call, I was just calling because the nanny asked me to on a text. When I never had any issue to begin with and all I did was to ask why there was a change without me getting properly notified. She ended up staying at our house and seemed upset every time I asked about our dogs or requested pictures of them. On the 21st early in the morning we received a call from ***** saying I am sorry I am calling but this is not good I gave your Dog the wrong Medication, she gave chemotherapy pill to my other dog with Kidney Disease, she asked me what to do?. Long story short she wasnt prepared for an emergency, she didnt have a credit card on her own to call Poison Control, let alone knew what Poison Control was or the Emergency phone numbers for a situation like this, I called our vet and explained what happened, which is when they advise us to take her to the *** ***** (The nanny) got lost on her way to the Vet it took her 1.5 hours instead of the usual 20 min, and then left her there with no other explanation. The owner of the company didnt take our calls until 2 pm, which was a little before of my plane taking off. I was on the phone and in a different Country with my ER Vet which explained me all the process that had to follow up, and we were also notified that this was the SECOND incident, she had previously called on the 18th stating she had given my dog twice the amount of chemo that was needed and she gave a different name, she clearly didnt know which Dog was who. After us flying back and disrupting our Wedding/ Honeymoon. And being super scared of our dogs well being and all the emotional stress we came back to a house, full of pee, pick up my dog from the *** after a decontamination and flushed stomach. In addition ***** our lazy Nanny never woke up to take them out at 6:30 as requested, and our fur-babies were peeing inside the house (we have cameras all over and we were able to see the videos, 2 carpets completely ruined, 3 dogs that were given the wrong medication for the course of 4 days, ALL of our treats were gone (A full JAR) that will last for 3 months was gone in a week, and a astronomic vet ****. The only positive in this Story was their insurance, and the person we dealt with. Their ************* was absolutely amazing and extremely understanding they did refund us with everything we claimed with the exception of the pet services $1,304 which we were told, we had to deal with the company in order to get that money back. ****** the owner basically sent our calls to another rude person, screenshots available. After 10 min of pure arguing that they did perform their services up to standard and that we were only entitled to $450 and that with that amount of money we could clean our carpets, I not only felt insulted if not devastated of the lack of compassion and caring for the pets they claim to take care of, also for the lack of empathy towards customers like me that trust them with their most valuable thing in life, our fur-babies. I wish many of you find this review helpful and do not trust them, they will LIE,LIE,LIE and defend their incompetent employees and their Company behind those years of experience, I wish this company had an ounce of honesty and decency towards their Customers.

Our pet sitter made a mistake with the medication and we take full ownership of that. Doggie Latchkey has performed over ******* pet sitting visits and while mistakes are very rare, they do happen and we feel that how you react to those problems says a lot about a person or a company. We stand behind our pet sitter, while she made a mistake with the medication it does not erase the years of amazing service she has given our clients. We do not agree with statements made beyond the medication mistake and will be happy to discuss the details of this review with any prospective client that might read this and be hesitant to book our services. We will point out what happens when our company makes a mistake. This client was reimbursed over $2,100 to take a flight home earlier on the same day the original flight was booked. The initial vet **** as well as every follow-up appointment was reimbursed. The client was refunded the full $1,304 of pet sitting fees. $8,401.25 was paid out due to our sitter's error. We cannot guarantee a mistake will never happen, but we can say that when they do we take ownership of it and do everything in our power to make it right. The most important thing is that the dogs are OK. They were taken to the vet immediately and released that same day and all follow-up appointments went well. While we are incredibly saddened this happened, we are proud of how we handled it and think that it shows the importance of working with a company that will take ownership of a mistake.