When you hire a recurring pet waste removal service, you are paying for consistency. You expect the technician to arrive on your scheduled route day, walk the grid, and remove the waste so you do not have to think about it. But that consistency breaks down if we cannot actually get into your backyard.
Access issues, specifically locked side gates, are the single most common reason a service visit fails. Because our technicians manage a tight schedule across the Las Vegas valley, they cannot jump fences, climb block walls, or wait outside your house for twenty minutes while you look for a key. We have strict policies in place to handle these situations.
The locked gate policy
We require clear access to the agreed yard areas on your assigned route day. If our technician arrives and the side gate is secured with a padlock or combination lock, they will first check our secure system for a code.
If there is no code on file, or if the code provided does not work, the technician is not allowed to force entry or scale the fence for their own safety and liability reasons. In this scenario, the blocked access counts as a completed visit.
How we notify you
If we cannot get in, we do not just drive away silently. The technician will leave a physical door hanger on your gate or front door indicating that they were there. Following that, you will receive a text message stating that we could not access the yard.
Because the technician still drove to your property and used their scheduled time, this missed visit is not credited to your account or refunded. The yard will simply be serviced on your next regularly scheduled route day, at which point the technician will clear the accumulated waste.
The combination code plan
We know it is frustrating to pay for a visit when the yard wasn’t cleaned, and we know it is hard to remember to unlock a padlock every single Tuesday morning before you leave for work.
This is why we strongly encourage all our clients to use a combination padlock on their side gates and provide us with the code. Keeping your gate completely unlocked all day is a security risk for your home. By giving us the code, you keep your property secure from strangers while checking our technicians can get in.
We store your gate combination privately in our system; it is only accessible to your assigned route technician. After they finish the cleanup, bag the waste in your bin, and sanitize their tools, they lock the padlock, pull the latch to test it, and text you a photo of the secured gate.
Other access issues
While locked gates are the most common issue, we also cannot enter a yard if a highly protective, anxious, or aggressive dog is left unsecured outside. Just like a locked gate, if a technician judges a yard unsafe due to a dog, they will not enter, and it counts as a completed visit.
By providing a gate code and securing your dogs, you make sure the service runs smoothly and your yard stays clean every week.