Home from Home

Unfortunately I chose this company to care for Albert my 7mth old puppy. It was the first time he had stayed with anyone for longer than a day so I contacted several agencies so that I could feel comfortable before leaving him. I settled with this company because their response was good and they seemed to tick all the boxes. I visited the carer a few times beforehand leaving him for a few hours on a previous occasion so as he could get used to her and all seemed ok so I went ahead and booked him in. He was with her for 4 nights and It was agreed that I would collect him on my return at 6pm however I received a call from the carer at 2.10 pm requesting that I call her immediately. I went into panic mode and returned her call. She asked me where I was and I told her that I had just landed she said that she needed to get out to buy flowers for a friend that had just died! I suggested that she contact Home from Home as my contract was with them and they would have to find cover for my dog she replied telling not to worry that she would pop out at that point and would leave him for half an hour. Because of this call I went to collect him as soon as I arrived home and got there at 5.10pm to find him alone in the dark with no toys no kong (that I had specifically asked that he be given if left) but most disturbingly of all no water. He came to the window looking very sheepish and very unhappy. I telephoned Sandra the carer and told her that I was at her house and she told me to go home and she would call me later! I told her that my dog was getting very stressed and she told me he would be fine just ignore him and walk away! I could not believe what I was hearing I asked her to return so as Albert did not suffer anymore stress she reluctantly agreed. I could not believe that Albert had been left without the most basic of needs and when I complained her reply was if you see how much water your dog has drank in the last 3 days. does that mean that he does not need water everyday? I was absolutely appalled. Apart from the water the treats that I had left for Albert that needed to be kept in the freezer as he is on the BARF diet was starting to grow mould!
I telephoned the agency immediately upon my return home and left a message with them requesting a meeting. They called me back the following morning. I told them that I wanted them to listen to the voicem ail that the care had left me and also to see the photographs that I had taken of Albert and all his packed up belongings including his bowls but they was not interested instead they said that they had spoken to Sandra the carer who denied leaving him with no water. I was so concerned about Albert that I took him to the vets the next day. To date they have only refunded me just over a quarter of the deposits owed to me for future bookings. I posted a review on their facebook page as invited to do by their web site stating much the same as this post and almost immediately I was called from the owner telling me that my post was inaccurate, offensive and could be considered as libel and slander! Needless to say the post was immediately removed along with my reply. It is blatantly obvious that this company only likes to advertise the positive reviews. My advice to anyone thinking of using this company is to think again and maybe go elsewhere!