I really like what the Edmonton Animal Care and Control Centre do in the city. However, I did have a very unpleasant experience dealing with the receptionist there. I have squirrel/s that moved into the walls of my mobile home.
Last Thursday, I placed a $75 deposit on a squirrel trap and signed a paper stating that it had to be returned by the following Friday. After setting the trap, I did not catch one squirrel and knew I would be out of town that particular Friday and returning home Sunday. I called them Wednesday and Thursday with plans to ask for a weeks extension. Both times the city of Edmonton answered the phone and said that they would have somebody contact me within 24 hours. I never did receive a call and left for St Paul with hopes that somebody would return my call. Finally on
Saturday, I got a call from them and she insisted that I return the trap today. I explained that I was out of town and wouldn’t be home until Sunday. I also explained that I had called twice before to ask for the extension. She still insisted that it be returned today. I reiterated that I was out of town until Sunday. Then she said that the trap needs to be placed inside the house because of inclement weather (it was rainy). I said that was no problem and would have my next door neighbor place it inside the house as he was in charge of the trap. On Sunday, I started to get sick withe a stomach flu but drove home as planned.
Monday was not any better and I didn’t worry about returning it as they knew that I wanted an additional week for the trap.
On Tuesday, I took the trap back to the Animal Care centre and it was then that I met the receptionist and I will refer to her as Shirley. She was on the phone so I placed the trap on a desk and waited for her to finish her call. I then told her I was returning the trap. She asked for my paper work and I told her it was at home. She then asked for my name and she pulled my file. Then she says, ‘I talked to my supervisor and she said that they were not refunding me my $75 deposit as it was over due and due back on Friday’.
I explained that I had called twice to get an extension but nobody returned the call until Saturday but I was out of town. She said, ‘did you call 311?’ I said, ‘No, I dialed the number that was on my rental agreement’. Again she asked, ‘did you call 311?’ I said, ‘I just told you that no, I did not call 311! I called the number on the rental agreement’. I then asked her what number was on the agreement and she said, ‘780-442-5311…that is 311!’ This receptionist was very confrontational from the on start. Then she goes to grab the trap and I grabbed it too and I said that if I had to pay for it, I may as well keep it. She then yells out, ‘Security!’. Knowing this was not going well, I released the trap and she set it down behind the counter. Security never did come. I was very upset at this point and considered leaving. I explained again that I had tried calling twice before and spoke to two different workers from the City phone line to ask for an extension.
Shirley said that they record all calls and will have her Supervisor check it out. It will take a couple of hours so ‘go sit down’. I told her that I was not going to wait a couple of hours and to call me when they confirm that I did indeed call. This all happened on Tuesday and as of this morning (Friday), I have not heard one word from them. On Wednesday, I called the City number and asked to file a grievance. The lady that took the call was very pleasant (Sherry) and took all pertinent information and was passing it on to the proper people.
I explained to Sherry that the only reason that I was lodging a grievance was because I did not want others to experience what I just had to go through and that Shirley should not be working on the reception desk as she is very confrontational and should have some training as to how to deal with similar situations. Shirley and I were both yelling at each other which I am a little embarrassed about now. In the meantime, I am waiting for any response from the Animal Care Centre. My argument is that I did try to contact them twice and each time I was told that somebody from the Animal Centre would contact me within 24 hours. I heard from them 4 days later.
In the contract, it says that if late, a partial refund from my $75 deposit might be charged. Now they tell me that there is no refund whatsoever. I told Shirley that I could have bought two traps for $80 at Can Tire.
Am I over reacting and should I have handled myself differently? Do I have a right to be upset? I apologize for the long post but it does no justice as to how bad I was treated by Shirley.