Do not trust this business!

I agreed with Diane (the owner of HH) that a search to find our missing cat would take place at 14:30 on the 8th of May. The contract, banking details, and a form (information about the case to be filled in) were sent to me. The contract was reviewed, multiple clauses that did not add up to what was stated on WhatsApp by Diane. The contract is outdated. This is misleading to clients as it is unclear what the terms of the service are. For example, it states that a further cost is incurred if the search took place over multiple days but this was not true according to a message on WhatsApp. The contract also stated that students enrolled in a tertiary institution qualify for a discount, upon enquiry Diane stated that they do not give discounts. Nevertheless, it was agreed that R2200 would be paid in cash upon the search team's arrival. The form was filled in. At 14:37 I was informed of “gearbox issues” and that the search team was delayed. They never showed up on the 8th of May. I was informed that “James” would call me regarding a search and then that “Nicci/Natasha” would contact me. No one contacted me, to which I explained to Diane that I worry her employees do not have an interest in finding our cat. To which she responded by saying that they are “awesome” and that she is “a message away”. She lowered the price to R1800 “for the inconvenience”

The following day the 9th of May, I followed up to find out if a search would be possible that day. To which Diane informed me that “Ben” would contact me. No one out of the many names provided has contacted me thus far. Diane proceeded to insist that I had been contacted to which I was very clear stating I had not. Eventually, Natasha contacted me. She was extremely unprofessional saying “ I have been messaging someone else the whole time.” She proceeded to send me a list of questions to answer which I had already answered the previous day… Did she not speak to her boss who should brief her on the situation? It then took her from 08:12 to 09:24 to give me a time for the search after I had been asking since they hadn’t pitched up the day before. The search was eventually scheduled for 18:30.

At 18:42, I sent Diane a message as no one had pitched up again, to which she responded “Hi… I am coming tomorrow with or without a dog. I only have the motorbike but I am coming to see what I can do. I am ashamed of everyone and frustrated at having no car. What time are you home? I can be there anytime from 9 am” to which I asked if Natasha would be coming and she responded: “ Told her an hour ago to message you so I guess she has not. 😤 she sent me a message saying her gran is sick. I tried getting a ride so I could step in but stuck without.” “So I will come tomorrow on the bike. I know cat behaviour and can search where I can. I can get a car on Saturday so can then follow up with a dog search” To which I informed her I did not want the service with no message from her to follow.

First of all, we are devastated by the disappearance of our cat, doing all we can to find her. ⁠It is a pointless recommendation that Diane made to assist without the dogs. It is the service we had requested at the end of the day. What Diane would do without a dog is what we had been doing since our cat disappeared.

Secondly, this is an unprofessional business! The contracts are unclear and misleading, they are outdated and the information is incorrect. Appointments are made and never honoured by the owner or her employees. I feel extremely messed around and like a healthy hound, Diane and the employees do not give a continental whether our cat is found or not. Which is the purpose of the business!!!

It is disgusting that businesses like this exist to waste people's time and money! Upon reading reviews about this business, the negatives outweigh the positives. To add to this, THEY HAVE REMOVED THE REVIEW FUNCTION FROM THEIR FACEBOOK, I wonder why?

Don't trust this business!

I am yet to receive a genuine apology for this.