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Business Profile

Pet Kennels

Midnight Star Kennels LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Kennels.

Complaints

This profile includes complaints for Midnight Star Kennels LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Midnight Star Kennels LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Backstory: I never made an attempt to contact this person. She initiated contact with me via the breeder giving her my information for a possible transport. I never asked the breeder to provide this service to me. I never sought out her services.

      Issue: This person/company owner "******" was going to pick up a puppy and return it to the breeder. I had arrangements made with her for 12/19/23 @ 11am. She requested payment in full prior to meeting. I asked to send half of which I sent $235 via venmo. The following morning, the breeder and I came to an agreement to not return the puppy. I reached out to ****** and asked for a refund. she said no, and that it was a non-refundable deposit. I told her that She never disclosed that, she said that "*******" the breeder was aware of the non-refundable stipulation. I told her that she could not hold me accountable to what her and ******* had discussed and that I was giving her more than 24 hours notice. She never responded to my text and my phone calls just go to voicemail. I assume she blocked me.

      I have all text messages exchange with this person for further record if needed. I have included a picture of ,my last attempts to get a refund.

    • Initial Complaint

      Date:12/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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 extremely disappointing experience with this company. The unprofessional behavior including screaming, cursing, and using vulgar language toward me and my husband was absolutely unacceptable and unprofessional. Not only did they fail to provide timely updates on my pet's status, but it took over two weeks to receive my dog when they promised 4-6 days. The original agreement was for a round trip. However upon expressing concerns about the well being of my pet due to long travel time and failing to follow through with the terms of our contract, ****** offered to refund me a partial payment if I chose to cancel the return trip. I agreed with her offer and requested the refund. However, the refund has not been received and she has been no contact since 10/15 despite my numerous attempts via text and phone calls. Now I'm out over $909.50 and still need to pay for my dogs return trip with a different company. This company's lack of professionalism and ability to honor commitments raises serious concerns about their integrity. I strongly advise against doing any business with them. Before choosing to do business with them, be sure to research them on better business bureau as this is apparently not their first dishonest transaction.

    • Initial Complaint

      Date:05/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted the owner about transporting 2 dogs from KY to SC. I was told that the dogs would be picked up 5/19 and delivered to me on 5/21.

      On 5/19 after the dogs weren't picked up as expected, and many attempts to get a hold of the owner, I was finally informed that she apparently had COVID and wouldn't be able to do the trip. And was told that the dogs would be picked up on 5/24 and then delivered to me.

      After zero communication on 5/23 I was then told that minimum pickup date would be 5/30.

      I paid all 800 up front and her contract states she has 7 days of wiggle room after the initial delivery quote to get it done. When I brought it to her attention that we were in breach of her contract with this new date, and asked for a refund. Owner refused and accused me of threatening her because I told her that she was in breach of her contract and asked for a refund.

      She is refusing to give any refund and said that the only way that she would give me a partial refund would be to sign an NDA so I cannot speak of the situation.


      Here is a link to her contract

      Transport Agreement:
      *******************************************************

      Business Response

      Date: 06/07/2023

      Client has done plenty of business to know all deposits are non refundable but transferable up to a year. I have offered a refund of half but that wasn't what she wanted. She is the one that cancelled, not us. I tried to work out multiple alternatives for her but was met with hostility. At this point she is only entitled to a $400 dollar refund but has made comments bullying and strong arming me into refunding all of it by saying " if you don't refund all of it, I will post bad reviews, or I'll take down my reviews if you refund all of it. I am adhering to my contract and my position on this hasn't changed

    Midnight Star Kennels LLC is NOT a BBB Accredited Business.

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