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Business Profile

Dog Boarding

Canine Creature Comforts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dog 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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  • Initial Complaint

    Date:12/05/2022

    Type:Product 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.
    Greetings, I utilized the services of Canine Creature Comforts a few times. I had to cancel my boarding due to a family illness. I gave the owner, ***, almost a weeks notice. *** cited the cancelation policy and stated she would charge 50.00, admitting she could fill the slot. I believe that is double dip. *** states she has a signed agreement referencing the cancelation fee. I have unsigned documents from our e-account as proof of no signatures or prior explanation of cancelation fee. All I am looking for is to recover the 50.00 fee and move on. Thank you! Please contact me for documentation.

    Business Response

    Date: 12/10/2022

    To whom it may concern,

    This client cancelled a holiday reservation and is unhappy with a $50 cancellation fee.  We only charge a fee if we are booked - at the time he had cancelled, we had been booked for over 2 weeks which means I had been turning away potential clients requesting holiday bookings for that time frame.  This is our policy and I have attached the signed document (his wife ********************************* filled out the form) where it states our policy.  He has provided screenshots of an online document which we do not utilize - we still have our clients sign hard copies vs. virtual signatures. 

    A cancellation fee is industry standard for dog boarding.  We are more lenient than most since we only charge a fee if we are fully booked where other facilities will charge a fee regardless.  This person claims to know my business better than I do as it relates to industry standards. 

    This gentleman was very aggressive with me on the phone - demanding a refund and threatened me if I did not submit to his demands.  He bullied me over the phone and made me feel very uncomfortable.  Now he has started an online bullying campaign because he has not gotten his way.  I believe this person is used to bullying people to get his way and since I did not give him his way, he is trying everything possible. He has even threatened to hire an attorney to deal with the $50 charge. 

    I believe you will see based on my track record with the BBB, after 17 years in business, that I do not conduct business as he has claimed.  Please let me know if you need any additional information. 

    Customer Answer

    Date: 12/12/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

    Complaint: ********

    I am rejecting this response because:

    Greetings,  I am rejecting the business's argument based on the fact that the owner had ample time to re-book the space we cancelled.  Regardless of the last line on the form, the business "double dipped" by charging us and re-booking the space.  That is not a good or fair business practice.

    The owner claims I am a bully.  Far from the truth.  This business owner was unprofessional from the beginning of our conversation.  When she raised her voice, I intern did the same to try to calm her down, so to listen to my reasoning for the 5o.oo fee to be removed.  This is business, not personal.  The owner chose to charge me a fee with no regards to my situation or the fact I provided ample time for a re-book.  I have a right to state such poor opinions of this business, professionally, on any website, blog, in person, or on any other media outlet.  I will continue to do so until the 50.00 fee is returned.

    Regards,

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

Canine Creature Comforts is NOT a BBB Accredited Business.

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