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Business Profile

Pet Boarding

Alpha Valley Boarding Kennel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Boarding.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:03/21/2023

    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.
    We made a reservation 3/20 to board our dog at this location the night of 3/28 within 24 hrs we realized our trip was not going to happen and we called to cancel said reservation on 3/21. We were charged the full amount of the reservation, the business has not replied to voice mails left asking for refund and denied giving a refund when the cancelation was made. There is nowhere on their website or in the terms of the reservation agreement that specifies charges are non-refundable at time of reservation. We received no services from them and would like a refund from them.

    Business Response

    Date: 03/23/2023

    We have a $25 deposit for new customers because often times new customers make reservations and never show up.  It is not refundable and has never been refundable.  However, we do have a policy of using the deposit as a credit toward future boarding in the event they call to cancel their reservation instead of just not showing up.  Clearly this customer just doesn't like our policy, but it protects us from people making plans ***** nilly and is a normal thing for companies that are appointment based to do.

    Customer Answer

    Date: 03/23/2023

     
    Complaint: 19630936

    I am rejecting this response because: my issue is with the fact that the policy was not disclosed at time of booking and there is no mention of this policy in the terms of agreement signed or on the website. We were told the charge would be held until after the stay. Never was there a mention that it was a non-refundable deposit. We also gave over a week of notice that our plans had changed which is completely reasonable. I would like the charge refunded. We received no services and never signed agreement to leave a non-refundable deposit. 


    Sincerely,

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

Alpha Valley Boarding Kennel is NOT a BBB Accredited Business.

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