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:04/21/2023

  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.

  I contracted with this company to board my 2 large dogs with them from April 8th - 16th while traveling to FL. I was quoted $490 on February 27th for a 6 x 8 suite.
  
  Upon arrival to their facility my dogs were placed into a very tiny kennel. I waited over an hour for the manager to move them into the suite I had reserved.
  
  I had a family friend pick dogs up a day early. He was not asked for an ID but just handed the dogs. He was also given their urine soaked beds and 36 bags of their pre-packaged food that they were never fed. Both dogs were to be bathed per the manager by 11:30. Both dogs smelled and were covered in their own urine.
  
  The receptionist told me I owed $790 over the phone. They told the family friend $630.
  
  This business should not be allowed to abuse and neglect animals and charge more than what people are quoted.

  Business Response

  Date: 05/03/2023

  **** ********  This complaint was assigned ID ********.

   

  **** ******* dropped off **** and ****** on 4/8 and were scheduled to be p/u 4/16.

   

  04/08/2023

  **** ******* asks to see kennel her pets would be staying in. They were originally put in a Villa (4'X6' - $70 per night for both pets).

  Upon seeing the size of the kennel, she threw a fit, screaming and crying. She demanded her pets be given a Suite (6'x8' - $90 a night for both pets). Our staff informed her they would accommodate her, but they would have to clean a suite before they could move her pets. She waited in the lobby and was still crying about how the kennel was too small and her pets deserve better. She filled out a boarding agreement and signed authorizing our prices. (Please see Boarding agreement. Please note she had authorized ***** on agreement as her representative).

   

  04/15/2023

  ***** introduces himself as ****s' son and **** sent him to pick up **** and ****** around 4:50 pm on 4/15. When asked for payment he informed Lexi to call ****, she would be paying over the phone (no prior arrangement was made). Lexi had a customer on hold as he walked in and it ended up being **** ******** She informed Lexi on the phone that ***** was here to pick up **** and ******, and she would like to make the payment over the phone. At no time did she rebut she sent ***** to pick up her pets. While on the phone with ****, the son was handed the dogs and he took them to his car. Once he left the building **** started raising her voice about the price being different than what she was quoted in the beginning of March. Lexi explained to her that we had a price increase the first of April. She told Lexi she did not know this. Lexi explained to her that we have signs posted on the front door and the desk where she checked her dogs in, as well as that she signed a boarding agreement with our current prices. **** told Lexi not to accost her because “she had the wrong one" and that she will "come take care of things herself" and that she “would not like the outcome”. Ultimately, she refused to pay her bill and hung up on Lexi. ***** came back in and asked if everything was taken care of and Lexi informed him she was not supposed to let him take the pets since she refused to pay the bill. He told her to say he just stole the dogs and he left without paying.

   

  Attached you will find the Boarding Agreement that **** ******* signed and agreed to pay a $740.00 fee for the boarding of her pets. You will also find the glowing report from the Lexington County Animal Services on our facility and the care of our guests. 

   

  We had to get Lexington County Sheriff's Department involved to receive payment. She ultimately did not want to pay her bill. Her allegations against us are false and constitute defamation for which we have retained an attorney.  We cannot and will not bow to extortion or defamation. We welcome the opportunity to clear our good name and reputation in court. We will hold all parties responsible for legal fees and damages to our business and reputation.  

   

  
  

  
  

  
  White Knoll Veterinary Hospital & Pet Resort, LLC

  516 / 518 Kyzer Road

  Lexington SC, 29073