Page 4 | Dog walker didn’t pick up my dog

Drummend01 · 2023-09-04T11:54:44+00:00

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?

SoupDragon · 04/09/2023 13:55

Willmafrockfit · 04/09/2023 13:54

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

You can say that she didn't pay for any of August's walks though.

andrainwillmaketheflowersgrow · 04/09/2023 13:56

Frabbits · 04/09/2023 13:53

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.

Yes, exactly.

OP didn't pay on time.
She was sent a reminder.
When she did eventually pay (three days late) she didn't even pay the late payment fee she owed.

Why is any of that the company's fault?

Original poster

Drummend01 · 04/09/2023 13:56

Crimblecrumble1990 · 04/09/2023 13:50

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.

It’s all booked in advanced, he does a group walk every Monday, it’s 4 dogs at a time. The groups are preset based on personality, size etc so he does with the same 3 other dogs every week. They don’t just fill the slot you miss, a new dog isn’t introduced as it can upset the group, changes like this only happen slowly and all dogs are introduced and we are told.

So they didn’t get another paying customer instead of me, they just didn’t pick him up so they will only get 3 dogs worth of payment for today instead of 4

OP posts:

cheezncrackers · 04/09/2023 13:56

shockthemonkey · 04/09/2023 13:52

"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.

But the OP could've gone on holiday! Are you really saying that a late payment means the company has to go to her house anyway and check that her dog is home and in need of a walk? I'm sorry, but most businesses just don't operate like that.

andrainwillmaketheflowersgrow · 04/09/2023 13:57

Willmafrockfit · 04/09/2023 13:54

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

So she's had a month of dog walks that she didn't pay for.

When she did bother to pay (three days late) she still didn't pay what she owed as she didn't include the late payment fee.

None of that is the fault of her dog walker.

mosiacmaker · 04/09/2023 13:57

This is super weird of them. If they weren’t coming they should have sent a message to remind you that they wouldn’t be attending due to non payment. I’ve never had this with a dog walker and have had situations where I’ve occasionally forgotten to pay (MUCH prefer monthly invoices for this reason).

Pinkdelight3 · 04/09/2023 13:57

So they didn’t get another paying customer instead of me, they just didn’t pick him up so they will only get 3 dogs worth of payment for today instead of 4

Which surely only goes to prove they had no twattish tendencies and genuinely thought you didn't want your dog walking as you didn't pay for it and didn't respond to the reminder. This is on you and it's weird that you won't own it.

Supercat100 · 04/09/2023 13:58

You didn't pay on time so no service. I'm self employed and if you're salaried you have no idea what it's like with people like you who 'forget' to pay. Would you go to the hairdresser and say oh I'll pay you in a few days if I remember?

andrainwillmaketheflowersgrow · 04/09/2023 13:58

Drummend01 · 04/09/2023 13:56

It’s all booked in advanced, he does a group walk every Monday, it’s 4 dogs at a time. The groups are preset based on personality, size etc so he does with the same 3 other dogs every week. They don’t just fill the slot you miss, a new dog isn’t introduced as it can upset the group, changes like this only happen slowly and all dogs are introduced and we are told.

So they didn’t get another paying customer instead of me, they just didn’t pick him up so they will only get 3 dogs worth of payment for today instead of 4

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I suspect you will be charged for today's walk.

Original poster

Drummend01 · 04/09/2023 13:59

andrainwillmaketheflowersgrow · 04/09/2023 13:56

Yes, exactly.

OP didn't pay on time.
She was sent a reminder.
When she did eventually pay (three days late) she didn't even pay the late payment fee she owed.

Why is any of that the company's fault?

Show quote history

I’m not saying it’s entirely their fault, I accept blame for being late. I just feel their response is harsh considering I’ve been a reliable customer in the past.

I am going to pay the late payment fee! This morning when I realised, I just paid quickly what I usually pay as I felt bad because I was late and didn’t think. I will do a second transfer with the extra money, I’m not withholding it

OP posts:

Whatswhatwhichiswhich · 04/09/2023 14:01

The issue was you did not pay the surcharge, therefore you’re still in arrears with the dog Walker so of course they wouldn’t pick your dog up.

andrainwillmaketheflowersgrow · 04/09/2023 14:03

Drummend01 · 04/09/2023 13:59

I’m not saying it’s entirely their fault, I accept blame for being late. I just feel their response is harsh considering I’ve been a reliable customer in the past.

I am going to pay the late payment fee! This morning when I realised, I just paid quickly what I usually pay as I felt bad because I was late and didn’t think. I will do a second transfer with the extra money, I’m not withholding it

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The thing is, you're one of many customers.

I appreciate what you're saying, but as a dog walker myself, I can't afford to let people off - no matter how reliable they've been in the past. Because that money pays my bills.

How would you feel if your boss didn't pay you on time? And you had to send the reminder messages to get your salary? It's so humiliating to have to message people and basically say "can you please pay me so I can eat".

oakleaffy · 04/09/2023 14:03

Drummend01 · 04/09/2023 13:56

It’s all booked in advanced, he does a group walk every Monday, it’s 4 dogs at a time. The groups are preset based on personality, size etc so he does with the same 3 other dogs every week. They don’t just fill the slot you miss, a new dog isn’t introduced as it can upset the group, changes like this only happen slowly and all dogs are introduced and we are told.

So they didn’t get another paying customer instead of me, they just didn’t pick him up so they will only get 3 dogs worth of payment for today instead of 4

Show quote history

At least he sounds fairly responsible- Four dogs is still a lot for one person to manage if there is an issue..unless they are like these matched for size and temperament. {this isn't a professional walker, but shows how some dogs can be nicely walked if well matched}

ZeldaWillTellYourFortune · 04/09/2023 14:04

Pinkdelight3 · 04/09/2023 13:57

So they didn’t get another paying customer instead of me, they just didn’t pick him up so they will only get 3 dogs worth of payment for today instead of 4

Which surely only goes to prove they had no twattish tendencies and genuinely thought you didn't want your dog walking as you didn't pay for it and didn't respond to the reminder. This is on you and it's weird that you won't own it.

Agree. They have to assume the lapsed payment means the client is no longer interested in their services.

Really not seeing how this is their fault.

Butterflywings2 · 04/09/2023 14:06

I'm with you OP. I pay for a weekly dog walk and then pay at the end of the month. I can't imagine they would ever not pick my dog up for a payment a few days late as a one off (we are not all perfect and these things happen).

Does he have the same day walk every week? If so he would have already been booked in the diary so no swapping anything around.

We all forget things from time to time, but I would personally feel so guilty about not walking him that day if I were them, especially for a long term customer.

Original poster

Drummend01 · 04/09/2023 14:06

andrainwillmaketheflowersgrow · 04/09/2023 14:03

The thing is, you're one of many customers.

I appreciate what you're saying, but as a dog walker myself, I can't afford to let people off - no matter how reliable they've been in the past. Because that money pays my bills.

How would you feel if your boss didn't pay you on time? And you had to send the reminder messages to get your salary? It's so humiliating to have to message people and basically say "can you please pay me so I can eat".

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I actually did have to do this. When I started my new job I wasn’t paid the first month because they’d misspelt my name and I didn’t go through, I had to ask for it. It was a one off, they’ve paid me on time every since, so I was fine with it. If it happened again and again then obviously I’d be annoyed

OP posts:

HAF1119 · 04/09/2023 14:11

It's not necessarily unreasonable for them to not walk the dog given you hadn't paid - but did they send a reminder on the day payment was due like it says along with those terms? They'd have to plan a schedule not knowing you're going to pay, and when you emailed saying sorry it was late but you have paid now I think it's poor etiquette and communication to not reply saying they've had to plan without your dogs walk that day so you can make other plans

cushioncovers · 04/09/2023 14:14

They seem strict but they followed their own rules, they lost out financially as well so it looks like they just run a tight ship rather than being petty op.

MeetMyCat · 04/09/2023 14:15

EmilyBrontesGhost · 04/09/2023 13:23

I just think it’s a bit of a harsh way to do business with customers who have never caused you problems in the past.

I agree with you.

I've been self-employed for decades and whilst I won't tolerate a customer taking the piss I would make allowances for an otherwise reliable customer making the occasional mistake.

They sound horrible, it's no way to treat a good customer, especially one who was understanding when they made a mistake.

This

HAF1119 · 04/09/2023 14:15

Having read all your replies (that it's a group walk) yes I agree they should have walked your dog. However I suppose they may not have seen your mail in time and may have organised the Walker having sent their reminder and not had pay on the day of the walk

I would personally, as long as no other issues, just set a reminder to pay on time and not think on it anymore, long as you pay on time it won't happen again. Ideally they would have walked your dog, but as you said sometimes mails get missed etc so maybe that happened both sides. If it was my business I'd call you, but if they have a lot of customers perhaps not

Willmafrockfit · 04/09/2023 14:18

friday was 1st
today is 4th
no payment over the weekend.
very harsh. i think

CaffeineAndCrochet · 04/09/2023 14:19

I think you're taking it too personally. Small businesses, to survive, are much better off having blanket policies like this rather than deciding whether a particular customer is likely to pay or not.

The May incident isn't relevant - they resolved it at the time (apology and no charge).

andrainwillmaketheflowersgrow · 04/09/2023 14:21

Drummend01 · 04/09/2023 14:06

I actually did have to do this. When I started my new job I wasn’t paid the first month because they’d misspelt my name and I didn’t go through, I had to ask for it. It was a one off, they’ve paid me on time every since, so I was fine with it. If it happened again and again then obviously I’d be annoyed

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But they're not annoyed with you - they just told you that (as per your contract) you owe a late payment fee and your dog won't be walked until payment is made in full.

You're taking it personally when it's not personal - it's business. The person doing the admin won't care that you've always paid on time, because that's the minimum they expect from you. All they see is "Mrs Jones hasn't paid for Fido's walks".

andrainwillmaketheflowersgrow · 04/09/2023 14:24

I think you're expecting a personalised service when you're actually dealing with a big company. It's a bit like expecting McDonald's to remember your weekly order just because the local independent cafe manages to remember it.

The person dealing with the admin isn't your dog walker - they don't know you or your dog and don't have any kind of personal relationship with you. To them, you're just a name on a spreadsheet who hasn't paid their bill.

But you're thinking "Well, I've always paid them on time, I'm a good customer, I never piss them about and I was lenient when they messed up last time - they could be a bit more understanding". Which is understandable, but not realistic when you're dealing with a big company like that.

PuddlesPityParty · 04/09/2023 14:32

Drummend01 · 04/09/2023 14:06

I actually did have to do this. When I started my new job I wasn’t paid the first month because they’d misspelt my name and I didn’t go through, I had to ask for it. It was a one off, they’ve paid me on time every since, so I was fine with it. If it happened again and again then obviously I’d be annoyed

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I think your attitude on this thread is telling.