Frequently Asked Questions

Why Should I use Pack Leaders ATL?

Pack Leaders ATL is a licensed, insured, and bonded Professional Pet Care company. We're local, and all of our team members are thorughly trained and vetted Pet Care Professionals who are dedicated to providing an exceptional experience for you and your pets. Our Pet Concierge services include Dog Walking, Pet Sitting, Grooming, Pet Taxi, and are customized to fit your needs so your pet maintains their typical routine while you're away.
Unlike other pet care companies, we hire employees, not freelancers or indepenedent contractors. By doing so, we uphold a quality standard of service for every service. We work with expeiernced team members who view their time with Pack Leaders ATL as part of their career path.
With Pack Leaders ATL, you will have a dedicated Pet Concierge team for your pets 24/7, 365 days of the year. Put your mind at ease knowing that you have a Pet Concierge team that is consistent, trustworthy, and there when you need it.

Are your employees background checked and trained?

Absolutely! Every Pack Leader has advanced through a rigorous interview and screening process, and passed a criminal background check. Once hired, our new team members undergo a challenging Month-long training program that includes hands on training, learning modules, tests, Pet CPR training, and more. Additionally, every employee of Pack Leaders ATL is insured and bonded.

What Are Your Business Hours?

We are open daily 8am-8pm, 365 days/year, including all holidays.
Walks before 8am, and after 8PM must be scheduled in advance, and are subject to a $10 Surcharge.

What Are Your Holiday Rates?

There is a $15 surcharge for dog walking and pet sitting services taking place on the holidays below.

Our Holidays are as follows:
New Years Eve & New Years Day, Easter Weekend (Friday night, Saturday & Sunday), Memorial Day Weekend (Friday night, Saturday, Sunday, and Monday), 4th of July, Labor Day Weekend, Thanksgiving (Wednesday through Sunday), Christmas/Winter Holiday (December 24th-December 27th).

All holidays that fall on a weekend incur a holiday fee for the full weekend (Friday-Sunday)

Do You Service My Area?

We operate within a 5 mile radius of Midtown, Atlanta. Regardless of location, we evaluate each client’s needs to make sure we can provide quality services before approving service requests.
There is a $5 surcharge for all services outside of our 5-mile radius.
After 5 miles for any service, there is an additional fee of $1 per additional mile.
For Pet Parents outside of our 5 mile raidus, submit a Meet and Greet Request and we will review your location and requestsed services.

What is Your Cancellation Policy?

Our Cancellation Policy was made out of respect to our clients whose services we must turn down and our Pack Leaders who have reserved their schedule for your services in leiu of other other services and plans.

Dog Walks and Cat Visits

Can be cancelled for free up until 8pm the day before the service is scheduled.
Cancelled services will either be redeemed from your package or charged full rate.
Dog Walks and Cat Visits scheduled on holidays are subject to a 50% cancellation fee. Dog Walks and Cat visits cancelled after 8pm the day before or on the day of are non-refundable.

 

Sittings and Boardings

Cancellations made 14 days or more before scheduled service are subject to a $50 fee.

Cancellations made within 7 days of of service are subject to: 50% fee of the service total.

Cancellations made the day before or after the service have begun are subject to the full price of the days already serviced and of the remaining service value.

**Holiday Services **

Overnight Pet Sittings and Boardings are non-refundable.

Do You Accept Same Day/On-Demand Walk Requests?

While we prefer to receive service requests 1-2 days in advance, we also understand that unexpected situations occur. Simply submit your service request in the mobile app or web portal and our team will do our best to accomodate your needs. We only ask that Pet Parents be understanding and flexible when requesting last-minute or On-Demand services.

How Do I meet my Pack Leader before my first service?

Once you're ready to join, you'll fill out our New Client form and shceudle your free Meet and Greet. At the Meet and Greet, you will meet the Pack Leaders for will be caring for your pet(s). This will include one or two designated Pet Care Professionals, and a member of our Management team. Additional Meet and Greets are $25.

What Info Should I Discuss at the Meet and Greet?

Great Info to discuss in the Meet and Greet Includes:
The Specific Needs of Your Dog (Feeding, injuries, medications, habits, allergies, etc)

Key and Entry Instructions (How the Pack Leader Should enter your home and secure it upon leaving)

Parking Instructions (For Apartments, High Rises, etc.)

Location of Dog Supplies and Cleaning Supplies

Frequency of communication during Sittings, wifi access, special requests, etc.

And any questions you may have.

I am worried about giving someone access to my home. How am I protected?

All of our employees are insured, bonded, have passed multiple background checks, criminal history screenings, and have signed an Non-Disclosure Agreement.
Aditionally, when our keys are not with a staff member, they are safely stored in a security-coded lockbox. All keys are descretely tagged and coded in a way to protect your home and privacy. And all entry/security codes are stored behind encrypted software.

We also understand many Pet Parents have security cameras, so we are not camera shy. However, while cameras inside and outside the home are acceptable, we require that no cameras be in bathrooms, the bedroom, or other private areas where one of our Pet Care Professionals has reasonable expectation of privacy during their visit or overnight stay.

[Click Here] to see how we have you covered with our comprehensive Insurance Policy.

What is Your Key Policy? Do you have Lockboxes?

Pack Leaders ATL requires two copies of your house key so that we may always keep one locked away in the office in case of emergencies.

If you have a key on file with your Concierge or Leasing Office, we will only require a single copy. This allows Pack Leaders ATL to have a key on file in case your Concierge or Leasing Office loses your key (We've seen it happen many times).

We understand Residence Communities with entry fobs often limit the number of fobs they give each resident, so in this case we require a Key Release.

Key Release
All Pet Parents in Residence Communities with secured access are required to file a Key Release with the Concierge or Leasing Office for Pack Leaders ATL. We ask that you write "Pack Leaders ATL" on your Key Release form instead of the name of a single Pack Leader. This is important because while we mostly assign 2-4 designated Pack Leaders per client, we do not guarantee the same Pack Leader each time you request a service. However, no Pack Leader will care for your pet without being introduced to them beforehand. Meet our awesome Pack Leaders HERE

Lockbox Policy
Please let us know if you will be in need of a Lockbox rental and our staff will bring a lockbox to your Meet and Greet and set it up for you. Lockbox Rentals are $20.
We request that you do not share your lockbox code with anyone outside of Pack Leaders ATL. Pack Leaders ATL is not responsible for third-party entry, theft, or damages to your property or home if you share your lockbox code or leave your keys unsecured in a hiding spot.

What Does a Typical Walk Look Like?

First, your Pack Leader will arrive.

He or she will enter your home and check in on their mobile app. The entry and departure time of every service is GPS tracked for your peace of mind.

They will greet you pup(s) and follow any pre-walk directions you have given then begin the walk.
After the walk, they will bring your pup(s) back, follow your post-walk instructions, and check-out.

You will immediately receive a Post Report in which you can follow along your pup's adventure with a GPS mapping of where they went, and personalized written report and break down of everything they did, and didn't do.

Will I have the same Pack Leader for every service?

At Pack Leaders ATL, our staff members are constantly communicating with one another to pass important information along, and have thrived on a culture of teamwork to provide the best experience possible for you and your furry friends. We also constantly review and update your information in our Pet Conceierge Software. So rest assure that our quality of service will be consistent with all of our trained Pet Care Professionals. While we do not gurantee the same Pack Leader for every visit, no Pack Leader will care for your pet without having been introduced to your pet first. In extreme caes or emergencies we will notify the pet parent if a new Pack Leader must be dispacted for the visit.