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:02/02/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 7/26/22 I paid Oscar's Pet Resort for training of my dog *****. The amount paid was $175.00. Our trainer was with ********. If I recall correctly, we attended 2-3 classes. ***** was then scheduled for a grooming at this same facility. When I picked her up and got her home, I realized she was not bearing weight on her hind leg. I called *****'s and asked if anything happened during her grooming appointment that would have caused this and of course, they said nothing. I have another dog that went through 2 TPLO surgeries and ***** was acting the same way. I immediately emailed ********, the trainer, and told her it appeared as if ***** may need TPLO surgery and asked if there was any way she could refund the $175 (or part of it) as the surgery would be $5,000 and every ***** would help. She quickly emailed back that it is posted online that no refunds would be given.Fortunately, ***** did NOT need TPLO surgery, so we rescheduled our training for the next group to start in November. At the time this was to start, our work schedules changed and we could not coordinate a time to attend training.I scheduled a grooming for two of my dogs, ***** and ***** for 2/04. I emailed and asked if it would be possible, since I couldn't coordinate to attend training, if some of the $175 could be applied towards the grooming bill. They said it could not. Again, that the money is not refundable and that the trainer (********) already received commission. My question is, why would she receive the commission before the class was finished?I understand there need to be rules and guidelines, but sometimes there are truly exceptions. I truly wanted to attend the training, but cannot make it happen. My 80-year-old mother has since moved in with us and I care for her. I just think it's poor customer service. I think even a partial refund -- maybe $100 -- would be fair.

  Business Response

  Date: 02/23/2023

  I am in receipt of your letter dated 2/13/2023. 

  
  

  In response, we are willing to offer ****** the class she paid for. I offer classes Sunday and Fridays.

  
  

  I am also willing to offer her private training sessions with the class credits she has, which is equivalent to two 30-minute sessions at ******* to accommodate her schedule. 

  
  

  However, we are not willing to issue a refund per our Terms & Conditions.

  
  

  Please confirm receipt.

  
  

  If ****** wishes to proceed with training she can contact me directly.

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  We have reached an impasse.  I'm aware of the "rules" but I thought customer service may mean something to them and apparently it does not.  I choose NOT to support this business in any way going forward.  I will not recommend them.

   

  Thank you for your assistance.

   

  Sincerely,

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