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FAQs – Becky's Pet Care

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Frequently Asked Questions

Is Becky’s Pet Care bonded and insured? With whom?

Absolutely! We maintain a comprehensive liability insurance policy and a crime bond. We also carry Worker’s Compensation Insurance. Our liability insurance policy is held with Traveler’s Insurance and our crime bond is held with Business Insurers of the Carolinas.

Does Becky’s Pet Care perform a criminal background check on its employees?

Yes. Part of our employment application investigation includes a criminal background check through ADP EasyHire services. In addition, our Pet Care Professionals are employees of our company – we never hire contract workers. Our employees tend to stay with us, resulting in very little turnover past our orientation and 90-day training period. This longevity gives us the additional advantage of being able to draw on a base of extremely experienced and trustworthy professionals to provide our services.

What type of training do your employees receive?

Becky’s Pet Care provides thorough training for every employee to ensure we are providing consistently outstanding service. After completing a background check, we conduct employee orientation, training, and administrative training at headquarters. Each employee then “shadows” an experienced Pet Care Professional. This on-the-job training allows the employee to pull together what they have learned in their initial training session and put it in practice. In addition, many of our employees have previous professional pet care experience, often from a vet’s office or trainer. We also provide free pet first-aid and CPR training courses to our employees, as well as supplemental training to ensure all staff is engaged and qualified.  Additionally, our entire staff has access to a free, online library of professional Pet Care training and is encouraged to utilize the training.

Do you provide any documentation of your time with my pets?

After each visit, your Pet Care Professional will provide detailed Feedback, which includes a checklist to let you know how the visit was, what tasks were completed, and anything special that may have occurred.  Your Feedback is emailed to you and it is accessible from your online account so you can view it from anywhere you are: your office, dinner or even when you are out of town. 

Do you provide references for your company?

Absolutely! Lots of our current clients are eager to share their experiences about our company with you. We usually provide three when asked, but can provide as many as you need.

Do you offer referral incentives?

Yes! As our way of thanking you, we offer “Becky's Bucks” – credits towards any future Becky’s Pet Care service. Refer a friend to Becky’s Pet Care and we will send you a thank you including $25 in “Becky's Bucks.” You can use your “Becky's Bucks” anytime you choose for any scheduled service. There is no limit to the amount of “Becky's Bucks” that you can earn so tell all your friends and co-workers about us. There is no greater compliment that you can give us than a referral.

What is your inclement weather policy?

In dangerous weather conditions (i.e., thunderstorms, extreme heat, extreme cold, etc.), dogs will be taken out long enough to relieve themselves and the remainder of the visit time will be spent indoors. Please ensure clear access to your home and lockbox for your Pet Care Professional including arranging for snow/ice removal if you are out of town. If a Pet Care Professional has difficulty reaching your pet during your scheduled visit window, we will conduct the visit as soon as safely possible. If we are not capable of reaching your pet, your emergency contacts on file will be contacted to aid in care.  Appropriate credits will be issued.  Becky’s Pet Care will resume scheduled care as soon as safely possible.

 

What is your cancellation policy?

Our cancellation policy reflects our desire to provide great flexibility regarding your pet care needs and busy schedules. We do request as much notice as possible, but for your convenience our cancellation policy is as follows. 

A.      If Using the Online Client Portal:  Visits may be cancelled, without fee, up to 4 hours before the start of the visit window.

B.      If Calling or Emailing: Visits may be cancelled, without fee, up to 4 hours before the start of the visit window, as long as it that timeframe falls within our office hours of 7AM-10PM. For example, visits scheduled to start between 6AM-11AM would need to be cancelled by 10PM the night prior.

C.      Visits cancelled later than outlined incur a $15 cancellation fee.

D.      Becky’s Pet Care reserves the right to cancel visits as necessary.  You will be notified of cancellations as soon as possible.

What is your holiday policy?

We provide pet care 365 days a year. Company holidays are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day, each visit on these days includes a Holiday Fee of $10 per visit. Administrative offices are closed on company holidays; portal, email and voice mail are monitored for emergencies.

 

Will I have the same Pet Care Professional every time I need pet care services?

Becky’s Pet Care employs over 160 Pet Care Professionals in Northern Virginia. Our employees are well-trained.  For on-going care we attempt to assign a Pet Care Professional to conduct all or most of the visits.  However, that is not always feasible.  To ensure consistent service, each Pet Care Professional uses the detailed notes from your details in the client portal to deliver excellent care.  You can rest assured that anytime you need pet care service, a fully trained and informed Pet Care Professional will provide high quality care.  You have access to all of your care details in your online portal and can update those details as necessary whenever you need.

*Note: Some special needs pets require a specially trained Pet Care Professional. We will always send someone adequately trained to care for your special needs pet.

My pet does not need daily care while I am away. Can you come every other day or every few days?

We encourage dog visits at least once every 12 hours and all other pets at least once every 24 hours so that we can ensure they are safe, not accidentally locked in a closet or have not had an injury.  However, if your needs differ we are happy to work with the care your pet needs.

My pet needs medication. Can you administer the medicine?

Yes, most of our Pet Care Professionals are trained to administer oral and topical medication. Please contact us to check on the availability of a specially trained staff member to administer injections.

My pet has some “special needs.” Can you accommodate this?

We can provide care to most pets and we currently service many special-needs pets. We will gladly work with you to find the best care options.

Can I give my service requests or cancellations directly to my Pet Care Professional?

All reservation requests, changes, or cancellations must go through our administrative office. This is the only way that we can guarantee that your pet will be cared for as requested. Any service which you do not receive a confirmation email from our office and is not visible on your online schedule is not confirmed and will not be performed.  Your online account is a great way to schedule, cancel and change details for your pet care needs as well as manage your pet and care details.

May I give my pet caregiver a gratuity?

You are welcome to give your caregiver a gratuity if you wish. You may either give it directly to your caregiver, leave it at your home for them to pick up or, you may request it to be added to your invoice and charged on your credit card. Either way, 100% of the gratuity will go directly to your Pet Care Professional.

What kind of leash are dogs walked on?

Safety is our #1 priority.  To ensure your pets and our employees are safe we walk all dogs on a 6 Ft. flat leash.   Flat leashes allow us to better protect your pet from approaching off-leash animals, curious children and other distractions.  Our staff is equipped with flat leashes so they are prepared for each daily walk no matter what type of leash you use at home.

What is a lockbox?

A lock box is a secure receptacle that can be attached anywhere outside your home which is used to store keys. Lockboxes offer most convenient and secure way for us to provide quality service to your pet in any situation including short-notice care, emergencies as well as on a daily basis.

A confidential 4-digit code will be programmed by our Pack Leader at your initial visit. You can select the lockbox code or have our Pack Leader determine the access code. Use can purchase our lockbox for $25. You may also purchase your own front-loading lockbox.  This option is one we have found works very well: 

https://www.amazon.com/gp/product/B00HR01VJA?keywords=shurlok%20sl%20600w&qid=1445006888&ref_=sr_1_1&sr=8-1

If you already have one, we are happy to use it.  In additional to Amazon, you are also able to purchase your own lockbox from any hardware store.  Select a lockbox that will fit the size of your keys that need to be stored within it.

 

How do I use a lockbox?

When using one of our lock boxes, our Pack Leader will program the code in for you during your initial visit. You can choose the code, or have them select it for you. Attach it in any location outside the home that is convenient for you and the service provider. You are welcome to set up the lock box yourself as well. This video provides step-by-step instruction for set up. https://www.youtube.com/watch?v=jWPeTNlZ54E&noredirect=1

Why do you charge for a registration visit?

Typically one of our District Managers comes to your home for a Registration Visit, which entails meeting your pet and learning the details of the care that each of your pet’s needs and any of the details of the home care you would like us to provide.  We do this so that they can meet you, select the best Pet Care Professional for your care and subsequently introduce any team member that needs to come to your home. This process provides a seamless transition of care and that each team member that comes to your home is trained and prepared.

Registration visits are customary, but our New Client Care Specialist can discuss your needs to determine if a Registration Visit is required or something that is important to you and your pets.

How do I log in to my account?

You can log in to your account here: https://3105beckyspetcare.petsoftware.net/clientportal/login. 

Also, on the Becky’s Pet Care homepage you will see a button at the top of the page that says “Client Log In.” Your email address on file is your username.  You can request service, cancel visits, update your pet and care details, view your upcoming care schedule and pay bills online. If you have any trouble logging in, call us and we will be happy to help.

If you do not already have an account, you can create one here:  https://3105beckyspetcare.petsoftware.net/clientportal/register.

 

Can I check what I already have scheduled online?

Yes! You can log in to your account and check your schedule at any time. Simply log in, and on the home screen you will see "Schedule". It displays a calendar of scheduled dates.

Can I set up payment online?

You can save a credit card on file at any time. Simply log into your online account. You can use the ‘Settings’ tab to save a credit card.  Your card will be processed on the first date of scheduled service.

You can also use a credit card for payment by selecting "Make a Payment" from the Account Summary page.  The credit card information entered will not be saved to your account.  As an alternative to credit card payment, you can mail a check (Becky's Pet Care, 7200 Fullerton Rd., Suite B-200, Springfield, VA 22150) or call our office to give payment information. Payment is due on the first day of service.

How is visit length structured?

Visit length is timed from opening your front door to closing it. In the event that there are significant parking challenges or lengthy distances to your front door, we may have to create a custom service.

How can I let you know I have returned home?

As always, our desire is to provide the best care possible to ensure the safety and well-being of your furry family members.  We like to ensure you return home safely and everything is fine with your pets and with our service. 

There are 3 ways you can let us know you are home safe:
1. Via your online account use the "Home Safe Confirmation" option under the "Your Data" tab. 
2. Call us at 703-822-0933
3. Email service@beckyspetcare.com. 

I had a meeting run late and I need pet care ASAP, can you help?

Yes!  Simply log-in to your Client Portal and request On Demand Care.  We will send a Pet Care Professional to your home ASAP, generally no longer than 60 minutes after your request.  You may also call or email. In the Notes field indicate if you need a walk ASAP or list the time you would like care to occur.

On Demand Care is available 7 days a week, 8AM-7PM.  You may also select On Demand Care with Medication if your pet will need medication at the visit.  We will provide the listed medication from your pets profile for the time indicated for the visit. 

I can not submit my request online. What do I do?

If the request you are trying to submit won't process, you may be requesting Pet Care or Recurring Care Service for Same Day Care.  If you need Same Day Care, use the On Demand Care visit.  On Demand Care is available 7 days a week, 8AM-7PM. 

We will send a Pet Care Professional to your home ASAP, generally no longer than 60 minutes after your request.  You may also call or email. In the Notes field indicate if you need a walk ASAP or list the time you would like care to occur.

You may also select On Demand Care with Medication if your pet will need medication at the visit.  We will provide the listed medication from your pets profile for the time indicated for the visit. 

I am interested in Litter Care, tell me more.

Our Litter Care is full service.  Our Standard Visit typically includes scooping or litter replacement for up to 3 litter boxes as well as clean-up around the litter box.  Generally if you have 3 litter boxes and receive at least weekly care we can also sanitize 1 box a week, rotating boxes that receive the sanitization.  If you need sanitization more often, have additional litter boxes or additional cate or any special needs, we have Deluxe Litter Care Visits to accommodate any care you may need.  Litter Care service includes service only, not supplies such as litter.

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