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Business Profile

Dog Boarding

Puppy's Playpen, LLC

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:12/17/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    We brought our dog here to be groomed 12/12/2024.

    During pick-up, our dog looked nothing like she was supposed to. Worse yet, we noticed that she was squinting in one eye and it was red and bloodshot. When we asked what happened, they casually dismissed it, saying, “She probably just had hair in her eye.”

    After putting ***** * in the car and looking at her some more, we decided my S/O would go back in and ask for a refund for the trim. They tried to tell my S/O that I specifically requested changes to her appearance when I dropped her off. In reality, I TEXTED the groomer (that morning during drop-off) a photo of how she is meant to look after a trim and asked them not to deviate from her style at all. While they begrudgingly approved a refund, the manager, ******** rather than taking any accountability or providing any degree of customer service, said that Puppy's Playpen would be cancelling us as customers.

    Once we got home, our poor girl was quivering, clearly shaken, and not acting like herself. She wouldn’t play or engage with us at all, which is completely out of character as she is 100% play-driven. She just sat on the couch, shaking and squinting with one eye. Concerned, we took her to the vet, only to discover that her eyelid had been sliced through with scissors and that she would need anti-biotic / steroid eyedrops to heal up.

    When we called the shop about the issue, not only did they refuse to take accountability, but the same manager, ******** showed no compassion, empathy, or care AT ALL. Instead of offering any meaningful resolution, she coldly told us, that they would not reimburse vet bills, citing their terms of service applicable to everyone, and reminding us not to come in again.

    We trusted Puppy's Playpen to treat and make our beloved dog look great, and they failed—not just in their work, but in their basic duties of care and decency.

    We strongly caution any pet parent to think twice before taking their animals here.

    Business Response

    Date: 01/14/2025

    we already refunded in full 

Puppy's Playpen, LLC is NOT a BBB Accredited Business.

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