INFORMATION
ABOUT OUR CUSTOMER SERVICE POLICIES
RESIDENTIAL
• COMMERCIAL
Why should I read this information?
It is important that you read this information because this is a complete outline of how our business works. We are a small business and we strongly rely on customer satisfaction, it is important
that you know all our rules and regulations to keep things running smoothly.
What are your hours of operation?
Our hours
of operation are 9:00 a.m. until 5:00 p.m. It is important if you are on the
Bucket Service to have your bucket out at the curb by 9:00 a.m. on your service day to ensure that you don’t miss your
service. You will be charged your regular fee if your bucket is not out and we
have not been notified to skip your service that day.
How often does your company
come out?
Our In-Yard and Bucket Services are only offered weekly.
What
if our house/yard is inaccessible on our regular service day?
If your house/yard may deem inaccessible on your regular service day, you must call or email us before 9:00 a.m.
before we arrive at your residence to skip your service that day or you will be charged your regular fee. If possible, 24 hours notice would be great.
What
can I put in my bucket?
- doggy
doo
- cat
litter
- small
animal shavings
- bird
droppings
- lizard
gravel
- alpaca
doo
We ask that no matter what you decide to put in
your bucket that you leave room for us to remove the liner (approximately 4 inches from the top). If this becomes an
issue we would be happy to provide you with a second bucket.
Do you clean your tools between
yards?
Yes of course! We disinfect our tools and the soles of our shoes after
each In Yard service to help prevent the spread of parasites and disease. We
ask that you keep your bucket clean if you are on the Bucket Service program.
What service do you offer
homeowners?
We scoop the
poop or provide our Bucket Service (you scoop, we dispose of the poop).
What service do you offer
for communities?
We sell, install, maintain and service pet waste stations. We also provide
common area pet waste cleanings or our Bucket Service. We can help design new
dog parks. We work with property managers to create pet waste management plans.
Do we work through winter?
Yes of course we do. Dogs keep making their messes all year long,
and our company continues to clean up and remove pet waste through winter.
What happens when we receive
extreme weather and/or snow?
Please check our pager 250-714-7466 or website www.4whendoodycalls.com for any service updates. We will work in most weather, but snow, heavy winds or very cold weather can stop us. Luckily we live on this beautiful island where it does not get too cold in the winter months. We will resume with your service the following week (again weather provided). Bucket Service clients can put out any extra pet waste in a bag beside the bucket when service resumes.
What about holidays?
We do not work on statutory holidays as well as certain weeks that we take for vacation. If your service falls on a holiday we will resume your service the following week. Bucket Service clients can put out any extra pet waste in a bag beside the bucket when service resumes
and will be charged accordingly. If we decide to work a statutory holiday you
will have advanced notice.
Can we work with your dog
in the yard?
Most of the time, yes. We get along well with dogs; however, there are
some cases when a dog will not let us enter your yard. If you know that your
dog is not good with strangers, or it becomes apparent that your dog will not allow us to clean the yard, then we ask that
you restrain or confine the dog. We don’t want to take unnecessary risks
with your dog or with us. We ensure every gate that we open is carefully checked
when we leave to make sure it is closed.
What if I want to skip a service
day?
You will not be charged if you call or email our office to cancel before 9:00 a.m.
on your service day. Example: vacation. We can hold your service and you will not be charged for those days. There will also be no charge for services missed due to weather or some other event beyond our control.
HOWEVER, if your property is inaccessible or if your dog will not allow us to clean the yard when we come to do the
work etc., it will be necessary to charge for the service call that could not be completed.
If your bucket is not out on your service day and you have not called or emailed us by 9:00 a.m. to skip your service, you will be charged $6.00 and you will be charged accordingly for your next service
based on the accumulation of pet waste.
How do I pay you?
We will send an invoice in the mail on the 15th of each month, after the work is all done. You then have until the 15th of the following month to pay by cheque or money order. There is a $6.00 fee for late payments. There is a $25.00 charge
for NSF cheques or if your cheque does not go through.
What happens if my account
is overdue?
If your account grows over $100.00, your service will immediately be put on hold until payment is received. There may be an extra charge when service resumes due to excess accumulation of poo.
Are there any contracts I
have to sign?
No. We can start and stop your service over the phone or email. We do not require contracts and there is no minimum service period.
24 hours notice is required to cancel service.
Is it possible to get a One-Time
only service?
Sure! One-Time only or short-term service may easily be arranged. Payment is due upon completion at the site the service was performed.
What happens if my poop bucket
gets lost or destroyed?
The bucket we provide you with is the property of When Doody Calls Pet Waste Services.
We require a $15.00 refundable damage deposit upon sign up, which will be credited to you on your last bill of service. If it gets lost, destroyed or has not been maintained with a level of cleanliness,
you will be responsible for the replacement costs of the bucket and/or lid. The bucket cost is $10.00 and the lid cost is
$5.00. As a reminder it
is your responsibility to keep your bucket clean and tidy.
Are you insured and bondable?
Yes we are, we provide a high quality professional service.
What does your company mean
by “SATISFACTION GUARANTEED”?
We promise that you will get service you are happy with. We know our business
depends on doing excellent work, and it’s the quality of our service on which we stake our success. We’re working very hard to make our name mean reliable, high-quality service.
We strive to provide perfect service, but if there is ever a time when our service is not completely satisfactory,
please let us know right away.
We have a customer
referral program: When you refer a new customer to us you will get ONE REGULAR
SERVICE DAY FREE. (Not for one-time jobs, following three consecutive services).
