ComplaintsforCompanion Animal Solutions

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* was scheduled for a behavior consult at our home. He attended late and met my husband on a busy sidewalk, so when my husband approached him to ask his name and where he was from to ensure he was speaking to the correct person, **** responded very rudely and said "does that even matter." Because of ****'s big ego, the conversations he had with my husband was not professional in any manner. My husband returned to our home and refused entry for **** to come meet our dog, because he did not trust him. I then went outside to the sidewalk to talk to **** and he was on the phone. So i waited until he was off the phone to discuss what happened and to meet him. I shook his hand and introduced myself, and he then spoke to me like a complete jerk that how dare my husband behave the way he did, when all I wanted to do was talk to him about our dog and his treatment and to come to a resolve. I was very aware he did not want a resolve. I then tried to contact the business MULTIPLE times, which prior to the appointment, they picked up the phone quickly; and now it's like they are blocking our calls or not answering on purpose, which makes it really shady since I wanted to ask if we could get a different therapist and/or money back since **** was not friendly or professional. Hard to believe this person is a behavior specialist. He was very threatening how he spoke to me (i'm still shaking).

  Business response

  06/06/2023

  Hi Van,
  Its my understanding that our earlier phone conversation has resolved this situation to the extent possible. So this is a formal response to assure the BBB that I have worked with you, and to your satisfaction. 

  As we discussed on the phone, I feel this was a very unusual situation involving misunderstandings that quickly compounded on both sides. Your appointment was for 9:30am and **** called you from the street in front of your home at 9:33 to arrange a proper meeting with your dog. **** then called me at 9:36 to report that your husband had ******* told him to leave. 

  Your call that went to our virtual office voicemail was at 9:39. We did not receive any other voicemail messages from you or your husband. We also received your email at 9:51 and you received an email response from Suzi at 11:03, letting you know I would be in touch. I called you at 1:02pm when I was free and had had enough time to become familiar with your dogs issues and your concerns about the appointment.

  **** has many happy clients and glowing reviews, but clearly that was not your experience today, and I apologize for that. I cant explain what escalated so quickly between ****, who I know to be very professional, and your husband, who you know to be very nice. I can take responsibility as the business owner and have extended as much assistance to remedy the situation as I can. You indicated when we spoke that you are happy with my waiving all service fees and connecting you with another service provider who indicated she can see you next week. After discussing the situation and my proposal to assist you, I offered steps you could take while awaiting another appointment to attempt to help your dog. I received a nice email from the person who referred you to us, indicating that you had contacted her and were pleased with this resolution. I hope this is the case. Please let me know if it is not.

  We are a small business without a physical facility. We work virtually or at clients homes and do not have office staff to answer the phone immediately at all times. I'm dismayed that you believed this indicated that we had blocked your calls rather than realizing that an immediate response might not be possible for a business like ours. 
  
  I wish you all only the best and hope that your dogs challenges will be rectified soon.
  Best wishes,
  **************************************
  Companion Animal Solutions
  

  
  

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