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Business Profile

Pet Boarding

Willow Branch Kennel

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.

If you've experienced an issue

Submit a Complaint

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:04/28/2025

    Type:Service or Repair 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.
    Subject: Incomplete/Poor Grooming, Unprofessional Conduct Business: Willow Branch - Monticello Service Date: 4-26-2025 Service Requested: "Full Groom" + anal glands for senior dog. Complaint Summary: The grooming service was incomplete, substandard, and unprofessional. 1. Incomplete Service: The advertised "Full Groom" promises bath, ear cleaning, cologne, etc. We received NO bath (had to bathe dog at home), no cologne, and no proof/report confirming anal glands or ears were cleaned as requested/advertised. 2. Substandard Quality: The haircut was extremely poor, uneven, and unfinished, requiring significant correction at home. Additionally, the groomer removed nearly all tail fur, including the plume, without proper authorization or valid justification – something no groomer has done in 15 years. Citing minor matting did not warrant this drastic, unwanted change. The groomer's vague phone justification ("it doesn't look right") reflects poor judgment and resulted in a significant negative alteration to his appearance. 3. Unprofessional Conduct: Initial staff interaction was dismissive, controlling, and the staff member repeatedly spoke over me. Subsequently, the "owner's" public response to my factual ****** review was defensive, misrepresented the minor matting issue, and unprofessionally used my dog's name. No service documentation/receipt was provided. 4. Desired Resolution: We request a full refund. Due to the poor skill demonstrated, lack of trust, and unprofessionalism, the business's previous offer to "fix" the groom is not acceptable, particularly for our senior dog.

    Customer Answer

    Date: 05/02/2025

    We also request that this company deletes all of our personal information from their records and systems, including backups.

    This includes but is not limited to names, addresses, phone numbers, email addresses and payment information. The names are ***** ******** and **** ****. Please provide written confirmation and proof of the deletion after completed.

Willow Branch Kennel is NOT a BBB Accredited Business.

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