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:07/17/2023

  Type:Service or Repair 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.

  07/07/23-07/15/23
  
  If I could give zero stars I would and here’s why I’m contacting the BBB…
  
  This place is absolutely unprofessional when it comes to picking up your fur baby. She opens the garage door, I get out the car and greet her with a smile. Zero response. Okay. Odd for a human being not to greet another human but I digress. They only accept CASH or CHECK which is fine... ***** is extremely rude even when advised that a new check would be written for the new balance that was never disclosed to us until time of pickup. Communication with her is little to none and at times we asked to see if our fur baby was doing okay with her not responding as well as leaving as on edge to wait for her to post on Facebook to see our fur baby. ****** response to everything was “So what are you doing? Where’s the check?” Not giving myself or anyone a chance to let her know what’s going on. Save yourself the trouble, hassle, and disrespect as it seemed like it was SUCH an inconvenience for me to pick up my fur baby during business hours that seems to be a horrible way of doing business. This place is not clean at all. Dealing with so many peoples pets, you would at least think to have your lobby clean and free of debris for your PAYING customers. Sorry not your lobby, your garage where you do business since that’s where you drop off and pick up. We gave you our fur baby, trusting you would take good care of her, yet you gave her back to us covered in dried mud as to where you can tell she was not bathed at all during her stay. I was happy to see my pet but as soon as I attempted to pet her, all that came off of her was dried mud and dust. They could’ve at least asked “hey, your doggie is a bit dirty, would you like us to bathe her?” We would’ve paid the extra buck for that service but again, this “Dog Spot” lacks customer service.
  
  A partial refund from the owner or an apology for being rude and disrespectful to myself and family.

  Business Response

  Date: 08/29/2023

  We operate under a conditional use permit which determines our open hours by the courts. We fully educated potential boarders of ALL of our policies, from what hours we are open for pickup or drop off and how we bill, as well as forms of payments. This info is provided both verbally when they call for a reservation and written, as they fill our contract that shows that understand our terms. We appreciate customers respecting our hours determined by the courts and not request we ignore a court order and risk our license. Unfortunately the person above ignored all that he had agreed to and then became angry when all of our policies were not changed for him! They scheduled to pickup their dog in the am but did not show or call. We called both numbers before closing and got no answer, but left messages. Then someone called and left a message later saying they wanted to now come in the middle of day when we were closed. I returned the call when I returned from a doctor appt explaining we would reopen at 4pm, which he said they would attend but minutes later called back saying someone was in our drive now to pickup, again, when we were closed! I did open up just for him, however he did not speak to me until I asked if he was here for ******. He said yes and I handed him the invoice as I continued to deal with the dogs that were our exercising since we were closed and not expecting anyone. When I came back to collect the ck, all he said was "Stay there...my father is coming!" He did not say why..I went inside to grab a phone call and when I came back out, the "father" was walking up angrily and all he said is are you the owner? I said yes...he wrote his check and left. We do provide, at no charge, videos of dogs in the yard, AS we have time. The priority is always on dog care first and when we are full(Like 4th of July when this dog stayed) it is challenging to take care of so many and put up tons of videos on FB, but we make an enormous effort to video as much as time allows. But again, this is a FREE service we a provide. Funny this guy would complain about videos and calls...he called literally within hours of drop off and I spoke directly with him and told him she was doing great and we ALREADY had videos up of her in the yard in a play group. It was posted July 5th on our FB page at 10:33am, literally within an hour of him dropping her off and she was in 16!! (Look for ALL the videos of ****** from July 5th-14th)videos published during her 10 day stay. ****** arrives timid and under socialized(look at 1st video on July 5th) with lots of attention and proper socialization she blossomed into a happy, super playful pup..which is well documented in the progressive video's. Again, this is a free courtesy service we provide when time, for our customers and I am sorry 16 videos was not enough to satisfy this customer, but our other customers(we have over 2000) love it! And we are happy tp provide it, when able. During ******s stay it rained 8 of the 10 days. Yes, dogs can get dirty here, especially if there is tons of rain. Our customers are aware of the fact that if there dogs are playing out in a yard with a pool for 10 days, they might get dirty. If that is a concern, why would you board somewhere where you know they are out in a yard? They get dirty just like they do at home in rain storms. We do not have grooming facilities. There are plenty of facilities that offer fancy front desks and will happily keep your dog in a concrete box(charging much more than I do) and they will only go out to potty on concrete 2x's a day(unless you pay an upcharge) and provide zero play time or socialization. We purposely did not design our home based facility(9 acre farm) like that and we have over 2000 happy customers who love exactly what we provide. We realize our boarding model does not fit everyone's needs and obviously this person would be better off boarding in that type of facility where dogs keeping dogs inside on concrete all day is the norm and can more easily accommodate his ever changing needs and pickup plans. In the end, we provided a timid dog with a great boarding experienced and she went home happy and healthy.