Complaints

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• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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 paid in full for dog boarding/training services. I needed to alter the original contract and the company could not accommodate me. The owner will not give me a refund.

  Business Response

  Date: 09/13/2022

   On 5/17/22 **** reached out in regards to booking my services. (Please see e-mail attached labeled Service Request & Service Request 2).
  
  **** booked a package of services with Two Shepherds that began on 7/6/22, which she was provided discounts for due to booking a package. (Please see invoice attached labeled **************************** package that was paid for included:
  
  Two one hour training sessions in *********, ** one on 7/6/22 and 7/13/22.
  
  Two board and trains the first on 7/15/22 ending on 7/17/22. The second dates were 7/22/22 ending 7/24/22. 
  
  She was advised prior to paying for services with Two Shepherds that we had a minimum 10 day cancellation policy.  (Please see attachment labeled Cancellation Policy)
  
  On 6/29 (8 days prior to her package starting) **** contacted me via text message advising that her arrangements had fallen through and that she no longer needed the board and trains for 7/15 & 7/22 but that she wanted to hold out for another week and wanted to set up training for once a week.  (Please see message attached labeled 6/29/22)
  
  7/2/22- **** and I have a short conversation over the phone where she advises me that she lives in **********, ** and that is where ***** would be located. Which is 58 miles away from the original agreed upon location of *********, **. She says that she could meet me half way in ************.  She also again states in a text message that she doesnt need the boarding dates of 7/22/22-7/24/22 but to hold onto the dates of 7/15/22-7/17/22. She also lets me know her availability which was in the late afternoons or Monday and Fridays but that she wouldnt be available the next Friday 7/8/22.(Please see message attached labeled 7/2/22)
  
  7/8/22- **** contacts me and advises she is in Babylon, ** and asks if I had any availability for that weekend, no advance notice. ( Please see message attached labeled 7/8/22).
  
  7/9/22-  I responded ad advised **** that unfortunately due to the distance of where she was asking me to travel, I was not able to fit that into my immediate schedule. I tell her that I will contact her on 7/12/22 and go over options to try and accommodate her. She responded and stated that she knew her location (60 miles away from the location services were booked in) made things difficult and asked if she should take a refund and go from there. ( Please see messages attached labeled 7/8/22 & 7/9/22).
  
  7/12/22- **** sends a text message asking for a refund because it doesnt look like we would be able to coordinate. Which would be the first time, that she actually asked for a refund after asking me to hold her dates. (Please see message attached labeled 7/12/22).
  
  8/8/22- I sent **** an e-mail, stating to her what I have just states above- I offered her a refund of the 7/22/22-7/24/22 dates minus the discounts I had applied to the package and I also offered her a credit for her services. ( Please see e-mail attached, labeled Refund)
  
  Broken down very simply, I clearly stated to **** prior to purchasing services, that I had a 10 day cancellation policy. **** contacted me on 6/29/22 advising of a change to her plans and that is 8 days prior to her booked services. **** then continued to ask me to hold the dates of her board and trains for the weekend of 7/15/22-7/17/22. I was completely prepared and able to provide **** the services that she had booked and paid for. ***** plans had changed at the last minute and she did not fall in the 10 day cancellation period. Even so, I again offered **** a refund/ credit for her services to be used.
  
  
  
  
  Tell us why here...