Off Collar

The owner herself arranged for pet sitting services to be provided. Charged in advance and did not show up on the day of service. I called her frantically multiple times for 1.5 hours and no response! It was not until I reported the matter and my credit card company called her that she bothered calling back to return the payment. Very unprofessional and unreliable. I would not recommend this business to anyone that cares about the well-being of their pet.

Unfortunately, I don't have a good review for this company. I really wanted to like Off Collar, because it's the perfect fit for my dog who isn't into daycare boarding (too overstimulating), and my dog loved the sitters/walkers, but overall this is not executed well. The administrative side is not organized, and that's the foundation of a business like this. I scheduled my dog to have a series of overnight stays across NYE that included a few walks every day as well. She sent me the invoice and as I reviewed, I noticed I was being overcharged by around $130. I brought this to her attention and it was changed, but when I'm paying around $450-500 total for services, I expect a level of attention to detail and I shouldn't have to rattle off five things wrong with the invoice. There were also two other instances where I was incorrectly charged for services, and she had to revise. Again, attention to detail is important. Adding to the issue, her staff completely forgot to stay overnight with my dog on the last night of service. I only found out because I sent the sitter a text asking how my dog was because I hadn't heard from her, and she replied that she hadn't seen my dog since the prior day. I responded saying I had paid for another night and she didn't reply. Instead, the owner called saying there was a miscommunication. I'm not sure how there is a miscommunication on scheduling when I've paid for it and it should be in some sort of system?? I'm not an overly crazy dog lady, but c'mon, my dog went around 16 - 17 hours without fresh water, food, or a bathroom break. Not ok. She offered a credit to my account for the service missed. You'd think an owner who completely dropped the ball would offer a free service on top of a credit, but I digress. Last thing! I emailed her and asked for my house key back because I don't think I'll ever use this service again - just not worth the headache for what you're paying. She asked what my key looked like and how many of them she has (is my key not filed safely under my name in a filing system?), and said I still had $50 in credit, to which I asked for a refund in monetary value. She said no, because it was a "good faith credit for dissatisfaction of services", which isn't true. I told her that the credit was for her staff forgetting to watch my dog and she quickly responded that I was right and she would issue a refund....only to say that she doesn't have refund capability within her system and she'll be sending me cash in the mail. How do you as a business owner not have the ability to issue refunds?? So, I think you get my drift here. This level of service and disorganization is inexcusable. This business is fine for dog walks every now and then, but I would never recommend them for anything more than that.

Lauren has been great from the moment I contacted her. She was able to quickly set up meet and greets (with her and a potential dog walker, Fernanda, who's also amazing!), answer all my questions, and walk my dog the very next day. She has been very accommodating with last minute switches in my schedule; whether it's canceling or adding a walk. Lauren somehow makes the schedule work and I trust that if I need help with my dog Off Collar Pet Care is there to help. The portal is easy to use and navigate. Also, I love that I get updates and pictures after every walk. Thank you Lauren and Fernanda for taking care of Thumper!