Dog walker didn’t pick up my dog

[Drummend01]

I’ve been using this dog walking company weekly for just over a year, they’ve been great and my dog loves going.

I’ve had no problems except in May, because of the bank holiday the dog walk was cancelled for the Monday so it was agreed to walk on Thursday instead but then my dog wasn’t picked up. I text the company owner, she apologised profusely and said it was a mix up and wouldn’t happen again. It wasn’t the end of the world and I just said no worries, these things happen but I did have to leave work an hour earlier as my dog had been at home without a toilet break.

Anyway, today he was due to be walked as I’m at work. August has completely run away from me and I got into work, logged on and realised it was the 4th already! I was due to pay the dog walker on the 1st so straight away paid her and text to say really sorry (I’ve paid on time every time before this). I didn’t get a response, his usually pick up time came and went but I left it for a bit, after an hour I messaged again to ask if the walker would be coming soon, she replied with
“In keeping with our policy, a reminder will be sent on the day a payment is due. If payment is not received, a late payment charge of 2.5% will apply for each subsequent day of delayed payment. We then consider the contract to be paused until payment is received and will not honour any services scheduled during this time. We apologise for the inconvenience and hope you understand that prompt payments are vital to the success of our business”

I understand I was late paying and therefore owe the charges, but to not tell me they would not be picking my dog up seems really unfair, this is the only time I have paid late and the reminder they sent was via email (which I didn’t think to check) when all other communication with them has been over text. Im confused because they have been so great in the past. I didn’t make a fuss when they forgot my dog in May, but now it’s such a hardline approach to my delayed payment. AIBU?

ou pay, you get your dog walked. You don't pay or you pay late and your dog isn't walked. It's pretty simple. I wouldn't plan to walk someone's dog if they hadn't paid either.

no because she pays for the previous months walks, AFTER the event, not in advance.

@Drummend01 gottit.

As others have said, it does seem then like there some resentment from the missed walk in May. Which I totally get, it would piss me off too.

I have to say that seems the same with every business now - I used to have a PT and if I didn’t give 12hrs notice to cancel, I would lose the session. But she would often cancel with half an hours notice, or consistently be 5-10 minutes late. And I never got a refund or free sessions because of that. In the end I just stopped working with her because I found the Ts&Cs she enforced for her clients to be out of line with the standards she applied to herself.

So I guess it’s for you to decide if you’d like to continue using this dog walker or not ?! I think I’d just begrudgingly suck it up for now, and if there are any more missed pick ups I’d kick up quite the fuss!

Technically they're in the right and you're in the wrong but it's mean spirited, especially considering an animal is involved.
If there are other local alternatives I'd take my business elsewhere but if there aren't I'd stick with him and just feel a little differently about them (and make sure I definitely paid on time in future!).

i had the same with a violin teacher, very harsh way of treating my 6 year old

anyway, get someone else op

It's a big dog walking business if they've got 6 employees, so I get why it's a bland standard response from the office folks.
I'd chalk it to experience especially if your dog usually enjoys going etc and is settled with the usual walker.

I think that whilst you paid when you remembered and were apologetic I think if the dog walker had replied and given the same information but in a less confrontational way you wouldn’t feel so put out.

Something like they were really sorry that they couldn’t get to your dog that day as no payment had been received when the schedule was done for the day and that as it classed as a late payment an extra 2.5% per days late needs to be paid on top of the monthly fee before they can add dog back to the schedule

There are ways to say things that will keep a client who normally is a good client but forgot once and ways to say things that will piss them off and end up with no paying clients

Her account is payable no later than the first of the month following the use of the service. So by paying on the 4th she has used a month's service and then paid late so possibly 35 days after the first dog walk.

No they should have messaged not emailed and if no response actually phoned.

The dog's welfare is important

of course they should have messaged you, really bad not to whatsapp or text

they emailed me a reminder on 1st which I didn’t see because it was over email.

Most people check their emails within a couple of days so fair enough to mail it and they weren't angry or rude to you either, they were just factual/contractual.

I don't think your May example is the equivalent. As an analogy, an employer will often cut employees some slack for human error, forgetfulness etc., but an employee won't cut employers any slack for not paying them on time. Obviously this is a freelance service provider so a bit different but the analogy stands. You didn't pay for the service or respond to their reminder until it was too late for them to schedule your service in to be provided. That's fair enough. It's nice that you were understanding when they forgot but irrelevant.

Dog walkers can be so irresponsible. A so~say 'Professional' walker near us was walking a pack of about ten large dogs and an aggressive red spaniel type while she was chatting with two other walkers.
Her milling pack of dogs were not under her control, and took off after a clearly frightened dog being walked by an elderly woman..the little dog was almost chased onto a busy road- the walkers couldn't have cared less.

I wish owners could see what went on out of sight, they'd probably be horrified at the near misses and close calls.

Don't be fooled by the cutesy FB posts.

A local dog was hit by a car and lost a limb by one of these 'Professional' walkers.

Another walker opened the back of her vehicle, a dog bolted out the back, dashed across a road, then dashed back and was nearly hit.

They get too ''greedy'' and take out far too many dogs that can be safely controlled at once.

No payment, no service. Okay she should have reminded you I suppose, but the non payment is a greater sin than the lack of reminder. I would say though, having to chase customers for payment isn't fun.
It isn't really an animal welfare issue, it's far worse to take a dog for a walk in this heat than leave him chilling in the sofa for the day. You would have been better cancelling the dog walker and taking him either first thing or tonight, rather than expect a dog walk in this heat. You'll just have to make sure you aren't home late from work to avoid a nasty puddle.

They haven't been harsh.

You were three days late in making payment - would you be happy if your boss didn't bother to pay you on payday?

Sorry if I've misread but how did they know your dog needed to be walked today? I know that's his usual time, but assuming if you haven't paid and 'booked on' then what if you didn't need their services that day? Gone on holiday or whatever?

Sounds like they walk a lot of dogs and have to plan meticulously. They probably have a bit of an automated system that just flags up which dogs need walking when you've paid and go from there.

Annoying but I would let this one go unless you have an alternate reliable dog walker.

would you treat a human like this?
is there no care?

I don't think you can associate the two instances to be honest, although I understand why you are doing so. The previous instance is done and dusted, they apologised and didn't charge you.

In this instance you apologised, but have note yet paid according to the terms and conditions (unless youve done so since the previous post). Expecting them to monitor their messages when you didn't is a little one sided I'm afraid.

Ultimately, whilst I understand all the ins and outs of cash flow etc, I think there are more flexible ways to counter situations such as this. Ultimately, i would expect small businesses to find as many ways of retaining customers as possible without alienating them. Then again, ive seen all sorts of behaviour from customers too. With the greatest respect to the dog walking profession though, they are dog walkers and not marketing professionals, so we as the consumers have to put up with how they operate. We have the choice to vote with our feet if we don't like it.

They did message her - she just didn't see it. That's not their fault.

"You pay, you get your dog walked. You don't pay or you pay late and your dog isn't walked. It's pretty simple. I wouldn't plan to walk someone's dog if they hadn't paid either."

Glad you're not my dogwalker, @cheezncrackers , with your simple linear reasoning that makes no allowance for animal welfare.

What on Earth??? You provide live animal care and you'd not turn if someone was a few days late in an invoice payment with a client that has paid on time for 12 months? No text, no phone call, nowt?

No dog owner on Earth would put up with a dog walker not turning up without even a text they aren't coming. I have human kids, but I love my dogs and treat them like my furry children. Its welfare issue.

OP didn't pay for the walk.

The company sent a payment reminder and she still didn't pay on time.

And yet, somehow, this is the company's fault and not ENTIRELY on the OP?

Sure. If the OP was so concerned about the welfare of her dog, she should have paid up, shouldn't she.

They did message her. She didn't see it.

People appear to be missing that, for some reason.

the agreement is to pay after the event
so you cannot say she didnt pay for the walk

That's a great way to phrase it I think. Terms and conditions need to be balanced with the way the business operates. I think this it what bothers the OP although a one of incident is no way as sloppy as your dog walker was.

it was an email they sent, which she missed

No text, no phone call, nowt?

Not nowt. A prompt email on the first of the month when payment was due but hadn't been made.

The dog's welfare is primarily the owner's responsibility. If they aren't minded enough to pay for the service on time, it's their look-out to walk their own dog.