Complaints

This profile includes complaints for LP4 Dogtown Pet Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LP4 Dogtown Pet Spa

  11009 S Kestrel Rise Rd South Jordan, UT 84009-6252

  
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  LP4 Dogtown Pet Spa

  130 N 800 E St George, UT 84770-3193

  

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:11/01/2023

  Type:Product 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.

  On 10/16 I reached out via email for help. I never received a response. So I proceeded to send a follow up email on 10/19 then made a phone call. On 9/19 I received an email with the headline reading "You are almost out of 20 Day Boarding Package for 1 Large Dogs (over 75 lbs) credits!"; I flagged it but didn't put much thought into it, as I was cleaning my email later, 10/16 is when i noticed it stated they were expiring on 10/18. When i purchased these credits, in store there was no mention of an expiration, the invoice receipt doesn't show an expiration either.
  
  I called and asked about converting the 3 remaining credits to a grooming credit, they said no, I asked for a supervisor, they said no, i then asked for the manager to explain what was going on and try to get to a reasonable solution. She said they expire, I should know this, receipt has it etc; i said that wasn't the case. I explained I wasn't asking for a refund but a credit and was told this wasn't possible.

  Business Response

  Date: 11/02/2023

  *******,
  We tried to talk with you on the phone about this issue you
  mentioned. Our concern was your vulgar language and behavior towards our
  Manager. As it was difficult to get a word in with you to describe our policies
  at Dogtown, you then hung up the phone without any solution to the problem at
  hand. As we do not allow this type of behavior in any of our facilities, we
  left the phone call at that. We are more than happy to discuss things further,
  in a calm manor, if you could please email our General Manager **************************
  We wish you the best in your future endeavors. Happy
  Holidays. 

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am ready to discuss this further but don’t appreciate being called a liar.  I was very patient throughout the call and let you explain yourself and speak plenty. When you weren’t willing to do anything is when I ended the call in utter frustration and madness. I fully own the fact that I swore at you, up to that point I was calm and collected. I was trying to have you understand that the policy you had in place shouldn’t have applied as it wasn’t verbalized to me at point of purchase. Additionally, I was disputing the fact that you indicated it was on my receipt which it wasn’t. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 11/03/2023

  *******, 
  
  We would like to further break
  things down in order to provide a greater explanation as to why we are unable
  to put your remaining boarding credits towards grooming. As detailed on our
  website in two locations under the boarding tab, “There are no refunds on
  all package and membership plans including and unused days or services. 
  All packages will expire after 12 months.  All memberships
  automatically renew each month until canceled.” Additionally, your
  customer portal details package credits remaining and the set expiration date
  of all packages. We are able to see in our system that your updated vaccine
  records were uploaded and your two most recent boarding stays were booked on
  your end through our customer portal, which shows us that you had access to and
  were familiar with the customer portal.  
  
  With this said, we will detail
  the reasoning behind this policy that is found in the aforementioned locations
  as it applies to your specific situation. The nonrefundable nature of boarding
  packages is similar to that of a discounted final sale item in any retail
  establishment. The discount that comes with purchasing boarding packages is
  fixed and final (no refunds or exchanges) as a means of preventing any kind of
  workaround that could negatively impact our business. By converting your
  remaining boarding credits into credit to be applied towards grooming, we are
  going against this policy and our revenue is negatively affected as we are not
  charging separate payments for the non-refundable boarding package and the
  groom.  
  
  We would also like to present you
  with data that demonstrates your savings despite the remaining 3 credits going
  unused. You purchased this 20 night boarding package on October 7, 10 days
  prior to our change in pricing, for $800.  Our standard rate as of October 17, 2022 is $52
  a night. The 17 credits you utilized were from boarding stays that checked out
  after this date. With this said, your total for those 17 days with the standard
  rate would’ve come to $884. This yields $84 (10.5%) in total savings, even with the 3
  unused credits.  
  
  It is our hope that this
  information further clarifies the reasoning behind our policies and our
  inability to complete your request to exchange these expired credits for credit
  towards our grooming services.  
  
  Best, 
  Management 

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I politely disagree, I never uploaded the vaccine records, you guys did. The expiration isn't shown in the system as clearly as you state as seen in previous screenshots. You have now also removed my access from the application to even prove this, very unethical. I have gone through every reasonable effort to try and address this and you won't do that. And yes I did purchase the boarding prior to a price increase, I only did so because I thought it was just a package that could be used until gone, I wouldn't have bought it otherwise.

  
  
  Sincerely,
  
  
  
  ******* **********