Why no phone call as promised.

Twisted Whiskers Pet Deli and Spa have chosen to reply to my complaint in a reply to another complaint on Hello Peter. I was informed that the owner of Twisted Whiskers Pet Deli and Spa would call me personally regarding my complaint. According to her written reply the company keeps detailed records. How is it then possible that you would not make communication with a customer regarding an alleged outstanding amount from four years ago. I have absolutely no knowledge of this matter and have never ever received any notification from Twisted Whiskers Pet Deli and Spa thereof.