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Business Profile

Pet Boarding

Southland Pet Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Boarding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:21/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $ 1000 dollars to Southlands Pet Resort to secure boarding for my dog from Dec 2, 2025, to Jan 1, 2025. Their policies state that they provide a refund with 7 days' notice. I gave them 38 days notice, and they refused to provide a refund after reaching an agreement. Here are the details:On September 25, 2024, I contacted Southland Pet Resort via ******** after seeing an ad on ********, and I asked if they had space to board my dog during Christmas Break for 20 days (from Dec 20 to Jan 1). They responded they had a space and that if I wanted their services I would need to pay in advance. I asked about their refund policies, and they assured me that they provide a full refund with 7 days notice. I forwarded the money to secure the space and asked to visit their premises. They sent me an invoice for $1000, which I paid in full. The invoice states: Refund policy: 7 days noticeOn November 4 (38 days before the service was scheduled to start), I requested a cancellation for the service in writing ( via WhatsApp chat ). They responded two days after offering me a credit, to which I replied that that was not our agreement and that I needed a full refund as stated in writing and the receipt. We went back and forth, and after involving my lawyer, we agreed that on November 20, 2025, they would refund 750 dollars and they will keep $250 for admin fees for a service they did not provide. Ms. ****** *********** (owner of Southlands Pet Resort) agreed to refund me on Nov 26 when her husband, Mr. ***** *******, would be back in town. On November 26, I contacted them and Ms. ****** ***********, too. On Nov ************************************************************** They never called, and they never sent the refund, and I asked my lawyer to send another e-mail, and I have not heard from them. I have not received a refund. I learned from the BC business license office that they do not hold a business license.

Southland Pet Resort is NOT a BBB Accredited Business.

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