Complaints

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing because I am not only disappointed in the pet resort and daycare facilities but also appalled my their unwillingness to resolve my issues/concerns.I purchased two ten packs for my dog to attend daycare. I was given a tour of the facility beforehand and conveniently was NOT shown the room in which my dog would attend his daycare. They group the dogs by size and supposedly temperament and have several bright rooms with pools, toys and obstacles for play. The room my big dog is in however is a concrete flooded room in the basement with no toys, no obstacles, no pool and a cleaning mop and bucket in The corner. The dogs roam around and the attendant follows with a mop to clean their urine all day! It is appalling and when I asked about the other rooms as an option I was given conflicting answers that had no resolve. The manager, while pleasant, seems to be scripted and is unwilling to make any accommodations outside of what is written in rules which shows an utter lack of compassion and customer service.

  Business response

  08/24/2024

  Hello, this is the management responding on behalf of the Belmont Pet Resort and daycare. If at all possible, I would like to discuss with a representative to go over our policies and how our business works! I am happy to give a break down to dispute the claims made. Here is a good way to reach us: ********************************************************* OR **********

  I would greatly appreciate your time. Some things to note: the client who filed the complaint did in fact purchase some daycare packages, one has been partially used, the other left untouched. Our packages are non-refundable. This is posted clearly in our lobby, on our website, and our reception teams protocol is to give a verbal reminder once again upon purchase. We have been consistently provided services promised and always returned her dog to her happy, healthy, and clean. 

  To address her concerns of the tour, there are certain parts of the building that only employees are allowed due to safety concerns and liability reasons. Our large dog daycare area being one of them. Dogs experience excitement or some could experience "stranger danger" when new people enter the yard, causing crowding/******* to the gate. It creates unnecessary energy and work for our daycare attendants to bring non employees in the dog's space. This area IS visible for free from our website, and could have been viewed prior to getting established with us, as transparency and safety is very important to us.

  Our floors are textured and specially made for dog daycares to make cleaning easy. We do have an outdoor play area as well, however, we must be attentive and only use it when the weather is suitable and when heat stroke is not a concern. We do not keep dogs outside if it is over 80 degrees. It has been an extremely hot summer and unfortunately we have not had the opportunity to use this are and the play equipment/doggie pools that come with it. Meaning, our indoor daycare area is the only way to safely provide daycare services. 

  We always try our best to keep the floors clean and dry, and our staff is aware of how important cleanliness is. We always do all we can while caring for our dogs. 

  Please reach out if you need anything, as I do not see a scenario where the full amount being asked of from us can be provided. We are however willing to negotiate with said client to get this resolved. We would be willing to go against policy (as a last resort) to refund the daycare package that she has not already made use of, for the amount of $405.00. Thank you.

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please let me know how you will refund me for the unused daycare package that has been purchased. And when I should expect to see the refund. Thank you. 
  
  Sincerely,
  
  *************************

*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. ↩