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  • I used their dog walking service for over a year and everything was fine. They were even accommodating when we moved to our new home. We got our old keys back, we gave them a new set of keys, we got new dog walkers because it was in a new area - it was all fine even up until when I notified them that my dog was not feeling well and that we'd need to pause the service. They responded quickly to my e-mail as they usually do. When I knew that my dog was not getting better, I notified A Leg Up via e-mail that I'd like to cancel the service and receive a refund for the rest of the balance that has not been used yet (which is written in their policy, I checked), and to get my keys back. NO RESPONSE. I called and left a voicemail. NO RESPONSE. My fiancĂ© went into their Bathurst shop to speak to Nigel (the owner), and he claimed that he does not deal with the money and he couldn't find our key. WHAT?! COULDN'T FIND OUR KEY? We had to go home and figure out how much it would cost us to have our locks and out keys replaced. Mind you, it's a condo so it's a hassle to get any of that done because it's completely managed by the property manager. Anyhow, we decided to go in one Friday to notify Nigel that we expect A Leg Up to pay for the cost for replacement of our lock and keys and that we demand our refund back. Instead of doing what we have planned, we went in and requested to resume service - we figured that nothing would have been done if we went in strong like that. We also followed up with an e-mail about our conversation at the shop that day. We received a response saying that a dog walker will be there on Wednesday. And what do you know, comes Wednesday afternoon when the dog walker is supposed to be there and there she is with our keys. We terminated service on the spot with a written letter and got our keys back. Just to clarify, the dog walkers are great. It's the management of the company is that horrible and unethical. No business is allowed to hold onto your keys when you decide to terminate service - that's just wrong!!
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