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:02/16/2023

  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.

  I had an appointment to board my two dogs for Sunday, February 13th, in the AM until Thursday, February 16th. However, I came back on February 15 due to a family emergency. I tried to call them at least six times, and no answer. I arrived at 11: 35 on Wednesday, FEBRUARY 15th, and there was a sign on the door stating it was closed. I left a note on the door asking whoever to call me ASAP.
  I walked around the facility, and there was no staff. I went for a quick lunch and returned only to find the "closed sign" again despite the website stating they are open from 6 am to 6 pm. After a few minutes of knocking on the door, a staff member who I recognized opened the door with excuses telling me they were closed and me telling her their website indicates it's open from 6 AM TO 6 PM. It appears the dogs are being warehoused and not taken care of. This place doesn't answer phone calls or respond to emails.

  Business Response

  Date: 03/08/2023

  hello and good afternoon, thank you for reaching out to us about the issue that was submitted to you. Going off of the complaint that was sent to me from you via email, we will respond to those allegations as completely, honestly, and professionally as possible to shed some light in response to the situation. It is accurate that the client had an apt. 2/13 for her two dogs to receive boarding services. Upon dropping off,  myself(owner tara R******) and my managers and staff were present to receive them and to go over the procedures and answer any questions or concerns this client may have considering this was their first visit with us. she had DECLINED any questions or to bring any issues to our attention. During the discussion of procedures in conjunction with the terms and conditions agreement each client is obligated to read, understand, sign, and agree to before services can be rendered we furthermore explained that she MUST adhere to the drop off and pick up apt. times SHE chose due to our routine with the animals in our care and to be respectful to other clients time frames and windows before or after their designated apt. time. we went on to explain to please call or email with any issues and we would also be in touch if we had any issues or questions ourselves. due to the nature of the buisness we are NOT always manning the phones and the noise pollution from animals in our care make it tough to hear the phone right which is why is STATES in the voice mail set up in the buisness line to please leave a message and contact information for us to call you back. her claim of emailing and calling many times is totally false is did NOT comply with our regulations that this client and all clients are fully made awear of. for further references on this point please see our publicly published tetrms and condition posted on our website.moving on to the secondary issue, emergency pick up. We also have emergency contact information and authorized pick up personell this client was made aware of who could have come to pick up their animals. apologize for not being available during our allocated time taking care of our animals. however the wellbeing of them is our top priority and is what our service is all about. it's what we are paid to do and we are going to do exactly that. If this client would have adhered to the protocols and emailed and or left a message with contact information concerning the emergency issue we could have returned the correspondence in a more of an immediate fashion but sadly they did not do that so we were lacking those tools to effectively do what they were looking for and expected from us. 

  Business Response

  Date: 03/10/2023

  hello and good afternoon, thank you for reaching out to us about the issue that was submitted to you. Going off of the complaint that was sent to me from you via email, we will respond to those allegations as completely, honestly, and professionally as possible to shed some light in response to the situation. It is accurate that the client had an apt. 2/13 for her two dogs to receive boarding services. Upon dropping off,  myself(owner tara R******) and my managers and staff were present to receive them and to go over the procedures and answer any questions or concerns this client may have considering this was their first visit with us. she had DECLINED any questions or to bring any issues to our attention. During the discussion of procedures in conjunction with the terms and conditions agreement each client is obligated to read, understand, sign, and agree to before services can be rendered we furthermore explained that she MUST adhere to the drop off and pick up apt. times SHE chose due to our routine with the animals in our care and to be respectful to other clients time frames and windows before or after their designated apt. time. we went on to explain to please call or email with any issues and we would also be in touch if we had any issues or questions ourselves. due to the nature of the buisness we are NOT always manning the phones and the noise pollution from animals in our care make it tough to hear the phone right which is why is STATES in the voice mail set up in the buisness line to please leave a message and contact information for us to call you back. her claim of emailing and calling many times is totally false is did NOT comply with our regulations that this client and all clients are fully made awear of. for further references on this point please see our publicly published tetrms and condition posted on our website.moving on to the secondary issue, emergency pick up. We also have emergency contact information and authorized pick up personell this client was made aware of who could have come to pick up their animals. apologize for not being available during our allocated time taking care of our animals. however the wellbeing of them is our top priority and is what our service is all about. it's what we are paid to do and we are going to do exactly that. If this client would have adhered to the protocols and emailed and or left a message with contact information concerning the emergency issue we could have returned the correspondence in a more of an immediate fashion but sadly they did not do that so we were lacking those tools to effectively do what they were looking for and expected from us. next, the note she had referenced she had left on the door. she did in fact leave a note on the door, which when the staff came to the door, she proceeded to verbally assault the staff, in their personal space SCREAMING, making things very difficult to try and understand and rectify the situation to get the dogs released to her safely. this client then THREW that balled up piece of paper note at a staff member's face! Our website is accurate and does state we are "open" from 6am-6pm, for DOG SERVICING. This is NOT for client interaction which is why we have appointment times that each client picks and agrees to adhere to. This was again explained to her at time of drop off.Finally, the last line of their complaint says we "wearhouse" dogs and are not taken care of? completely and totally false and dishonest statement as these animals are our top priority and our 1,300 active clients say otherwise. if there is anything else we can help clarify, please let us know.