Complaints

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.

• Initial Complaint

  Date:15/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had booked services with pet pawsitive for two dogs to start services. We (myself and partner) attended with both dogs for a meet and greet which went successful. We disclosed all information about dogs and past history even negative information such as challenges we have with one dog. We were informed both dogs did well and should have no problem fitting in with services. We booked a day service for both dogs and they required payment up front which was done. Service hours were 1:30 u til 5:30 pm both dogs were handed over and approximately 20 minutes later I received a phone call stating one dog was too anxious and they needed to be picked up. I picked up both dogs immediately and was refused a partial refund as requested. No paperwork was signed by myself and I do not agree with keeping full amount of funds when services were not fully used.

  Business Response

  Date: 15/05/2024

  We are a very open and honest business that lists all charges, fees and details on our website. 
  
  
  *********************** (New Client) had requested a Meet & Greet for her 2 pups at NO Charge, this Meet & Greet takes approximately 60 mins for 2 pups to complete. During this meet & greet, we introduce the pups to 2 dogs to see how they would interact.. ***** and ***** both responded well in the present of ******, we recorded their social history and back ground, there were no red flags at the time to prevent going forward with the process. To continue the process and schedule a 4 hr Social Assessment we do require the cost up front to secure the booking because we up staff for social assessments.

  Unfortunately, ***** showed severe anxiety within the first 30 mins of the Assessment with only meeting 8 new dogs, I made a decision to call ****** to explain the behaviours we were observing from ***** with meeting the 8 new dogs, she was pacing, excessively drooling, looking to escape the yard to get away from the pups and was snappy toward any dog that tried to sniff her rearend, (******** is normal social dog behaviour when first introduced) I explained to ******, I was not going to use the training collars she had provided for her pups because the behaviours we witnessed were stress induced. We didn't want to push ***** and Scout passed their threshold so we decreased the size of their play group to 3 other dogs (5 in total) and still all of these signs and symptoms were present. When we separated Scout and ***** after the phone call to be by themselves, ***** howled the whole time again, a stress response. 
  
  During my call with ******, I let her know we are not the right fit for her pups, and YES we did not refund her any funds as per our website. www.petpawsitive.ca/services under social assessment it states word for word - 
  "SOCIAL ASSESSMENT
  $60.00
  All dogs MUST be up to date on all vaccines prior to their social assessment, including their Bordetella, Rabies and Parvo/Distemper Vaccines.  Pass or Fail, all clients are charged the fee due to up-staffing for social assessments.  "

  As well included in *********************** Agreement ( which ****** agreed to by submitting a service request and verbally during the Meet & Greet) states under REFUND POLICY " Pet Pawsitive does not give refunds, when credit is due, the client's account will be credited accordingly." 

  
  We, at Pet Pawsitive,  have NO CONTROL over any dogs behaviour, this is why we conduct social assessments, for everyone's safety. We do charge pass or fail to cover our costs as we have to up-staff  for the assessments and as per labour laws the minimum hours to staff an employee is 3 hours,  which costs approximately $85 to the business.  It's not like we can let my staff go 30 mins into their shift and only pay them for their time. I did kindly explained this to ****** at pick up when she asked for a partial refund. Reporting us to BBB is not going to change anything. We are in the right for charging for a service that the client received. It is not Pet Pawsitive's fault that ***** and Scout failed their assessment. ****** received the service that we agreed to provide. Keeping the pups for the full 4 hours would have caused severe stress to both dogs and possibly injuries from an altercation. We did the right by ***** and Scout by calling ****** when we did. 
  
  Pet Pawsitive's Luxury *************** of *******
  Check out our Luxury kitty suites for ***** Vacations right here in ******************
  www.petpawsitive.ca
  
  
  ?Reply?Forward

  
  

  Customer Answer

  Date: 15/05/2024

   
  Complaint: 21717505
  
  I am rejecting this response because:

  I do not agree with this agency keeping full amount when dogs were only present for 20 minutes of a booked and paid for service. I agree my dog was anxious and the proper plan of action was to pick her up which I did within 20 minutes of dropping her off. I do not think pet pawsitive is responsible for a pass however if services were barely used I am very unsatisfied not receiving a portion of the paid amount back 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 16/05/2024

  *********************

  Business Response

  Date: 16/05/2024

  Sorry ****** you feel our policies and service agreement is not fair to you, however you did agree to it prior to you submitting your service request and during our Meet & Greet. 
  
  Please note: we will not be making any changes to our service agreement nor will we making any exceptions. 
  
  We provided you a service that you paid for, sorry the outcome was not what you hoped for. 
  
  We wish Scout and ***** all the best and hope you find a professional in home pet sitter to care for your girls in the future. 
  
  This will be my last response. 
  
  Wishing you a Pawsitive Day??
  

  
  

  Customer Answer

  Date: 16/05/2024

   
  Complaint: 21717505
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************