Paid for dog sitter - service not provided. Next steps?

Myrtle77

I recently went on holiday, and some months before leaving, arranged for a dog sitting agency to arrange care for my dog. I signed a 'contract' of sorts, and provided a cheque for the fee (which I was surprised to find was cashed immediately). A few weeks later, I met the dog sitters and viewed the location.

2 days prior to drop-off, I received a number of calls from the sitter (not the agency), asking if we could move dates and times around, and also expressing a wish to take my dog to another location whilst she was caring for her, due to family illness. 1 day prior to drop-off, everything was changed back again. I informed the agency, who didn't see that there was a problem, and said there were no alternative sitters they could use anyway, as they themselves were going on holiday.

On the day of drop-off, lacking confidence in the sitter, I tried numerous times to call and text her to confirm a time for drop off. I received no reply. When I arrived at the property, I couldn't get through the gate (the back gate is the only access to their 'front' door).

I had to make alternative arrangements for my dog at the last minute. Several hours later I received a call from the sitter, stating that they'd only just seen my messages, and were waiting for me. They claimed that the back gate must have been 'stuck'.

On my return from holiday, I requested a full refund. The agency say that they provided the service, and I'm not entitled. They're now refusing to communicate with me.

Any advice on where I stand, and what my next steps should be?

Much appreciated.

GwylimT

So did they not dog sit your dog while you were away?

hollydays

I don't think I would have been confident in them either.
As you couldn't access the property that was not your problem but theirs.
Letter before action? How much was the amount?

pinkshoes

Just send them a list of all the times you tried to contact them before and on the day, and make it clear that as the sitter was un contactable both by phone and at their address on your day of departure, you had no alternative but to find an alternative, and thus request a full refund for the service they did not supply.

Myrtle77

No GwylimT, they didn't sit the dog.

Pinshoes, I've already sent them an email with all of that information. They're not interested.

hollydays, it was £180 in total.

vaio

Letter before action and throw in any extra costs you incurred because you had to find an alternative at short notice

Myrtle77

What action though vaio? Do I contact a solicitor, or just go straight to small claims?

Apologies for my ignorance here, but this isn't a process I've had to go through before.

tykesi

Straight to court.

https://www.moneyclaim.gov.uk/web/mcol/welcome

Valli

Myrtle77 wrote: »

What action though vaio? Do I contact a solicitor, or just go straight to small claims?

Apologies for my ignorance here, but this isn't a process I've had to go through before.

before taking them to court send a LETTER BEFORE ACTION (as viao said) (google 'money claim online' for more information) and give them a timescale within which to respond with your preferred remedy (presumably a full refund) and warn them, in the letter, that if they fail to refund you will escalate to Small Claims Court when you will increase the cost of your claim (£180?) to include the cost of bringing the action.

In the intertim retain all copies of correspondence and make a note of all timescales so that, should you have to escalate, you have the evidence to hand.

eg
LETTER BEFORE ACTION

On (date) I contracted with your agency to provide a dog sitter to be available on (dates). My cheque number XXXXXX was sent to you in full payment for this service and cashed on (date).

On (day service was to start) I took the dog to the sitter (address) but the sitter was not there to receive my dog.

In view of your failure to provide the contracted service as agreed I hereby request a full and immediate refund of all fees paid, being £180 by (future date).

Should you fail to refund in full by the above date (future date) I will immediately escalate my claim through Small Claims Court when I will increase my claim to include the cost of bringing the action.

Yours faithfully

(YOU)

RuthnJasper

You could also report them to the local Trading Standards people - https://www.gov.uk/find-local-trading-standards-office.

I do occasional dog-sitting in my own home - the "service" you describe in the OP sounds appalling. Hopefully the agency involved will drop the sitter from their books. I always respond to messages from the dog's owner as quickly as possible; I consider that to be part of the service they are paying for.

Good luck with it all Myrtle. x

Myrtle77

Thanks everyone, you've all been very helpful :beer: