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:04/09/2025

  Type:Billing 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 booked a same-day visit to their dog park, $25 for two dogs. On the way there I ran into tons of traffic and an accident on the interstate so I wasn't able to get there and ended up turning around and coming home. While I was stopped in my car I emailed them before the booking even started at 6:00 and let them know and asked if I could please reschedule and apologized due to not being able to make it.
  
  I got a response next day from the owner saying no with a cancellation policy attached, but it's nowhere on their website or in their booking. Not to mention, it was a weird situation and doesn't happen very often and they could have easily just let me come another time but since they wouldn't I asked for a refund which they also refused. Again this is a dog park It's not a doctor's office or any kind of salon. The traffic was out of my control and I decided to take my dogs home because one of them doesn't feel so good in the car and we were kind of stuck in the car.

  Business Response

  Date: 04/10/2025

   

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

  This is our written policy on our website before you book an appointment:

  ***No refunds will be given; if you notify us 24 hours before your appointment time, we will be able to move your appointment to another available time. This will allow us enough time to try and fill the canceled appointment.***

  *** ****** did not adhere to the policy.  She sent an email 18 minutes before her booked appointment.  She did not call, or text only sent an email.  Even so she failed to adhere to our policy and did not give ample notice for us to offer the time to another customer.

  Attached you will find the entire email correspondence from her yesterday.  She will not receive a refund.

  Business Response

  Date: 04/15/2025

  On the booking page it clearly states our policy in regard to cancellations/refunds/rescheduling. *** ****** did not adhere to this policy.  Traffic under any circumstances would not be a reason for us to reschedule an appointment when the customer only gives us an 18-minute notice.  The park is not responsible for a visitor's schedule/time management.  There is rush hour traffic every day that everyone deals with in Omaha.  

   

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My bank already reversed the fraudulent charge but I would gladly pay $25 10x over to tell ** ** **** ***.  That was worth it for me.  ******** ******

  And again like I said I work from home and no I don't deal with rush hour ever.  You're silly to assume everybody works that kind of job anymore.  *** *******
  
  
  
  Sincerely,
  
  
  
  ****** ******