Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $357.19 day care package.7/29/2022 Purchased day care package for my puppy dog, *****, whom I am trained to be a Therapy dog. I tried half days first and paid out of pocket for each hald day care with days or weeks spaced in between vists. A few months later I got a 2nd dog, ****, whom on the day of her interview I purchased a package for (***** from Camp Bow Wow was able to refund me this package). Around this same time was when we noticed that *****'s barking and anxiety behavior was getting worst at Camp Bow Wow due to the environment. I called in and spoke to a kind lady who I explain to the situation and my therapy dog training objective with ***** and I asked if I could please get my refund or hold the money for boarding as I thought I was going to travel soon. They transferred the fund to be for boarding or Grooming or training services. I called in early June 2023 asking for my refund due to me no longer needing to travel. I was told I could get my refund but a manager would have to call me back to make out the check. I got a phone call back from ***** telling me about their no refund policy. I explained to her my situation again and how the daycare was actually undoing all my training that my dog and I have been working on due to the excessive barking and stress/anxiety it's causing her thus making her unqualified to be a therapy dog in hospitals or rehabilitation centers. ***** continued to reiterate about 7 times in the same conversation that they have signs and their are no refunds. I tried to have her please work with me and that I would gladly provide documentation on the various trainings that we've have to take ans Re-take because we didn't know yet that the doggy day care was doing more harm than good for my dog. What I don't get is how I could get my money back for my 2nd dog but not my 1st dog. I would really appreciate any help with this as there were never services rendered nor any I interested in doing additional service with them.

  Business response

  06/21/2023

  We agree that two doggy day care packages were purchased. The first package was purchased almost a year ago in July, 2022. The client used 3 days of the package.  Because of the discounts given in day care packages, the packages are non refundable and this is stated on a sign on our counter. In addition to the fact that it is clearly stated that the packages are not refundable, it is unreasonable to consider a refund almost a year later and after the package has been partially used.  However, as a curtesy, we agreed to put a credit for the value of both the partial package and the second package purchased on the client's account and the client willingly agreed. Then months later, the client decided that this resolution she agreed to no longer suited her. Again, as a curtesy and wanting to offer a compromise, we agreed to refund the second package purchased. This package was purchased more recently (December, 2022) and was never used. ****************** is now trying to use this curtesy against us by saying she does not understand why we could refund one package and not the other. I find this ironic since we went against our own policy to compromise. However, I would like to clearly answer this question in the summary below.

  To summarize, we have a clearly stated policy that there are no refunds given on packages. With the client's agreement and to demonstrate goodwill, we turned both packages into a credit on the client's account that would never expire. We then went a step further and demonstrated more good will by breaking our policy and refunding the package that was never used (which was over half the amount of the total credit $264.43).

  Based on these actions outlined, we feel we have tried to resolve the issue in a more than fair way. Therefore, we will not be refunding the first package purchased almost a year ago. However, the credit of $250.03 remains on account and can be used for any of our services.

   

   

  Customer response

  06/21/2023

  
  Complaint: 20213383
  
  I am rejecting this response because: I find this unacceptable. I spoke with 2 people from the Camp Bow Wow office in 2 separate occasions and each time I was assured to get my money back due to the issues I was having with my dogs as from the first day I got them our goals have always been to train for Therapy dog services. I agree that I used 3 full days of the package and would like the difference paid back to me please as after this negative customer experience I have no desire to have my dogs at your facility. Legally, I paid for a service package with the expectation of services rendered. I explained my situation 2-3 times and each time I was reassured by your staff that due to my circumstances Camp Bow Wow would refund me my money.  Services were not rendered nor does the customer desire for her dogs to be in your facility after this experience. 

  Also, I have a Voicemail where ***** left me a message after which she must have thought she hung up but you can clearly hear the staff members saying that they did offer my refund for ***** followed by a "colorful" comments about my situation not being important and disregarded the staff members validation of my refund due to my situation. 

  Please do right by the customer **********************. 

  Regards,
  
  *************************

  Business response

  07/08/2023

  The fact that an employee said the package could be refunded is not at issue. We admitted that the employee made a mistake; she is newer and misspoke. If a dog passes away or we ask a dog to leave, we will refund the package because the client had no control over the matter, and we are compassionate business owners; the employee was confused about the parameters because we have been as gracious as possible to our clients.

  
  Our policy, which is posted throughout our lobby and on our price sheet, advises that packages are non-refundable. A daycare package is deeply discounted so, so refunding packages because a client changed their mind about our services would mean that we would no longer be able to offer discounts and higher value to clients. We have been in *********** years and have a high volume of package users that appreciate the value, and we want to be able to continue to offer them, so we have to put parameters around refunds.

  
  As a good will gesture and to make up for the employee's mistake, we went against our policy and refunded 100% of the most recent package, which was over 6 months old and offered to credit the balance for the package that was partially used (and 1 year old) to her account to be used for grooming, training, or boarding. Very few businesses would entertain the possibility of refunding a service that was purchased that far in the past, but we did. The claimant refused this offer, but it is still available to her should she change her mind.We feel that we have met the claimant more than halfway to resolve this issue and consider the matter closed. We will not be issuing additional payment.

  Owners, Camp Bow Wow Bridgewater

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