08/27/2026
The pets in this video are not ready to take your call. 📞 And to be perfectly honest… we’ve been struggling recently with our phone system too.
A couple of months ago, we moved to a new AI phone system. The goal was to get people to the right answer faster and to give our team more time with the animals who need them. Transparently, the transition has been bumpier than we hoped. Some of you have waited too long, gotten looped through a menu, or found a workaround just to reach a real person. That frustration is fair, and we hear it.
So here is where things stand. We are still learning this system and actively fixing the places it falls short, including the paths that send people in circles instead of to a human. We do not have every answer yet, but we would rather tell you that plainly than pretend the rollout has been smooth.
What keeps us going is what the saved time makes possible. Every minute our staff is not spending on a phone tree is a minute spent with a scared dog, a bottle-fed kitten, or a family trying to keep their pet at home.
🙏 Thank you for your patience while we get this right. We will keep working, and we will keep listening.