Complaints

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• Initial Complaint

  Date:08/23/2023

  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.

  We recently boarded 2 dogs at Creature Comforts from August 11-18, 2023. We booked the Club Canine Suite, which had a rate of $110/day plus tax. The total for that is $880 in boarding and $77 in taxes for a total of $957, minus the $50 deposit we made at booking. An amount we verified prior to dropping our dogs off.
  
  We picked up the dogs on the 18th as scheduled and the charge was $923.31. Tired from the trip, we didn't initially realize the difference but when we got home we realized it so we checked the receipt they emailed us. Sure enough, the receipt showed a total of $907 owed, so we responded to the emailed receipt and asked them to please refund the $16.31 difference.
  
  We did not get a response by Monday, 8/21 so we called and they told us something looked off and they'd have the owner call us. No call, but today, 8/23/23, we received a text stating: Hello, you had asked about a charge of $16.31. It appears after an audit of a stay in Feb 2022 we found a daycare was not billed for one of the pets, only the evaluation that day. So the audit team added it to your bill. We are sorry if you were not notified about the missed item sooner.
  
  We checked the receipt from 2/25/22 and can clearly see that we paid for 8 daycare sessions (2 dogs, 4 sessions each) which is accurate and we paid for one daycare evaluation and one was "free of charge." The bill clearly states, "As of 02/25/2022 09:09:59 AM, this account is in balance." When we booked this stay for August of 2023, at no point were we made aware of an 18 month old balance of $16.31. And our receipt/bill from 8/18/23 makes no note of a prior balance.
  
  We do not believe the charge to be valid, and even if it were, it was not documented or presented to us at any point. We have attached both receipts, and the additional bank charge for the split payment which is not documented on the receipt dated 8/18/23. We want the $16.31 refunded and we hope they will put better accounting practices in place going forward.

  Business Response

  Date: 09/08/2023

  Clients bill from Feb 2022 went through a billing audit a few weeks after the visit. An error in billing was found and owners were notified. See attached notes and dates in file in 2022. Owners were again notified of the outstanding debit on the next visit on 7/26/23. Client did not pay the outstanding debit again on 7/26/23. See copy of emailed receipt to owner showing the outstanding debit remained on the account. It is marked in red at the bottom of the account receipt as still outstanding. On the most recent visit the account was brought to a zero balance by the client. We also sent a text going over the outstanding debit on the account which I have included. We do appreciate the client bringing the account to balance after many months have passed.