Catherine

United States

We had 2 dogs booked in. They were dropped at 630am Thursday March 28th confirmed pick up at 7pm Friday March 29th. At the time of drop off we were quoted $100 for the 2 dogs. We were also offered additional services and added on 2 nail clippings that were $15 each. A total of $130. We arrived Friday March 28th around 630pm to pick up our dogs and it was a different person at the desk. When it came to paying the bill it came out to $204.75 . When we tried to dispute this, we were told that sometimes the computer is wrong when calculating the amount at the time and that there was no way to offer the price point we were quoted and had to pay the amount it showed her at the time of pick up. We had to pay the amount to get our pups back. After coming home and unpacking the dogs backpack I noticed there was more food left in the backpack than there should be. There was 8 bags packed for the 2 dogs meals. 2 for Thurs morning, 2 for Thurs evening . 2 for Friday morning and 2 for Fri evening. The staff was told on drop off their breakfast was in the bag and was assured they would be fed their breakfast after they were checked in. In the backpack there was 4 bags of food left over. I can understand that 2 of the bags would have been for Fridays evening meal but we arrived when they were about to do dinner and they were not fed. This wasn't the problem. There were 2 other left over bags which means our dogs were not fed one of their meals between being dropped off and picked up. When I called the facilities to explain the situation the lady was not as pleasant to deal with and one point told me to stop talking so she could talk. We were told that 1. the price point the person at the time of check in shouldn't have quoted the lower rate and even if it was incorrect we would still need to pay the higher price since they don't have the right authorization or the access on the computer to adjust it. I explained that If someone on your staff offered us this price whether or not they authorized it, they represent this business so someone needs to correct this. 2. When I mentioned our dogs were not fed one of their meals and were neglected, there was no empathy towards the situation. I asked her what if the tables were reversed and her dogs werent properly taken care of. She had no response. She originally offered looking into getting the difference in price comped but once she found out about the dogs missing their meals she asked if I wanted the full amount to be refunded. I said at the very least this should be done but any further consideration I will discuss with upper management, She took down my info and said they would call me. Since it was Easter weekend, I should have received a call on Tuesday at the very latest. I did not receive any call. I am unsure if the employee passed along this concern or if upper management even cares. I called in today to follow up and was told i needed to send an email to [email protected] . There was no mention of this when I called Friday evening. We have placed our dogs with this facility a few times before but after this incident we will not be returning. Since posting this on other media outlets, I have also had other people come forward confirming similar situations with their pets as well. I did send an email this afternoon so I am hoping someone in this organization will reach out as this was not handled in a proper manner since the beginning.