ComplaintsforAussie Pet Mobile
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Complaint Details
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Initial Complaint
01/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Got stuck at work and forgot about appointment by accident. Never did this before. Called to pay no show fee and they charged me 100% cost for a no show fee. I received no service. This was the ********* location. September 2023Business response
02/18/2024
Given the nature of our business as a mobile groomer, traveling to each customer's location to perform services, we rely on our customers to be available when appointments are scheduled, because if they "no show" us, we do not have the ability to have another appointment of the same size and proximity to replace the appointment on our schedule. Because of that, we make sure to make customers aware of our policies by signing our terms, condititions & release document prior to services. The document clearly explains our cancellation policy, and ************** (presumably ******'s husband) signed the document several months before the incident.
To try to assist customers and make sure they're fully aware, we send an email 1 week prior to the appointment as a reminder. We then follow up with a text reminder 3 days prior to the appointment. We then arrived at the customer's house and the customer wasn't there. We tried to get a hold of the customer, but were unable to until later. At that point, the customer agreed to pay for the no show. Later, I guess she changed her mind.
We were clear up front about things and didn't do anything unethical as I see it.
Customer response
02/19/2024
Complaint: 21138885
I understand a no show fee but it should not be 100% for services not received.
Regards,
******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.