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:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My dogs were boarded for 11 nights. When I dropped off, I filled out the paperwork that they would receive a bath and get their teeth cleaned. Neither was done. When we called to question why they came home like this and express our concerns regarding the health safety of our children and dogs, we were given different excuses every time. First we were told that it was because they weren't on the schedule. Then told that it's no longer included for large breeds, however we weren't informed of this when we dropped off. We boarded in March and you did a bath for both dogs without question. Then we were told there wasn't time to do it which is why it wasn't done. The story kept changing on why the service promised was never provided. My dogs came home covered in mud/poop, sticks stuck in their fur, tons of matting, scabs from injuries on tail and back. We had to bathe them ourselves before allowing them to come in to the home for fear of what they could pass to us or each other. I tried discussing it with the manager ****** and she continued to tell me there was nothing she could do. She said I could bring them in for a bath and pay an additional $100/dog when I already paid you $1100!! I'm sorry, but you promised a service for boarding with you and you didn't provide it. Every boarder gives a bath for the purpose of avoiding illness to the dogs or the families from what is transmitted from dog to dog while there. I'm extremely disappointed with how all of this was handled and how you chose to send my dogs home. This is a huge mistreatment to my animal to allow them to be like this and send them home this way. I trusted you with my babies and you all did not take care of them.

  Business Response

  Date: 07/02/2024

  Hi *********:

  We are BarknCall aim to please the dogs that we care for and their owners.   As I already spoke to you on the phone, the groomer could not bathe your dog due to the time necessary to complete the large dogs.  Dogs with double coats are much better off with the groomer  (for reasons that ****** explained) rather than a basic bath done by my handlers which comes complementary with a 7+ day stay.  My handlers could have done the dogs before they went home, but it was an oversight on our part.  We are very sorry that this happened!  Thank you for taking down the social media posts and speaking to me today.  I would like to offer FREE ****** with our wonderful groomer any Thursday that she has availability, please accept my sincere apologies regarding this oversight.  We love and care for the dogs here at **********  

  Sincerely,

  *****

   

  Customer Answer

  Date: 07/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  *****, thank you for calling me today. This was submitted prior to our conversation and after your phone call, which is all I needed. I hope our pups are welcome back in the future and appreciate you handling the situation in such a professional manner. 

  
  

  Thank you.