ComplaintsforPet Palace Enterprises, LLC

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 6th I booked a boarding appointment for 9/ 8 /22 and a day care appointment for 9/9/22 (to be done back to back since I know I would not be able to pick up my dog before check out time at noon, and that I needed to pick her up at 5:00 PM). I received confirmation on both appointment on 9/6/22. When I arrived on 9/8/22 to drop off my dog, I was told by the person checking us in that they would not honor the daycare appointment I made for the following day and if I wanted to have my dog stay past the noon check out time that I would be charged for a full night of boarding even if I picked her up at 5:00 PM. I asked that a manager call me to discuss this since I had received confirmation for both boarding and daycare and did not understand why they could not accommodate this. I never received any call back and was charge two boarding days/night when I picked up my dog. The cost difference is only $10 but I believe this was a "bait and switch" and they should honor the pricing since they confirmed the both appointment in advance. It is a matter of principle and good customer service. Over the past 6 months I have done over $1000 worth of business with this company and have had other issues. One is that they gave me the wrong dog once when I went to pick up my dog. The other was I book a two week long boarding appointment in advance (two months), they had a price increase in the daily rate and I was never informed before I arrived for my appointment and was charged the higher rate, despite having a confirmation.

  Business response

  09/23/2022

  *******, 
  Thank you for speaking with me via phone. We would be happy to reimburse you the $10 difference and apologize for any miscommunication that occurred regarding our daycare and boarding policy. We work extremely hard to meet the needs of all our clients and always appreciate the feedback. We will dig into your concerns mentioned above and address them internally. Please let me know if there is anything else we can do for you. Thank you!
  
  

  Customer response

  09/23/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

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