Complaints

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:11/03/2023

  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.

  I contacted ***** the owner at Sunny dog training in Ottawa and made arrangements for dog boarding from march 9-16, 2023. She asked for full payment upfront of $553.70. She only takes full payment, no deposit, no partial payment. I was never informed about any cancelation policy, never informed of any no refund policy, never signed or consented and never given a receipt. I made an EFT payment for the full amount of $553.70 on Feb 19th. On March 7th, unfortunately we had a family medical emergency. My husband had to get unexpected surgery, and we had to cancel our travel plans. I informed ***** on March 8th of our situation. I asked for a refund. I even asked if we could just bring our dog another time instead.. like in the summer. So that we could defer/change our dates of service as a credit. ***** refused both options. Of course now we don't want to bring our dog to ***** again, so, I am looking for my money back and refund. Can you assist me in getting my money back please.

  Business Response

  Date: 24/03/2023

  Hi *****,

  
  I'm sorry you had an emergency sitution in your family. As I explained to you I board dogs on my house so the space is very limited. That's why I requiere full payment upfront to book a spot. You wanted to cancel 24h before having to leave your dog with me. That's not enough time for me to try to find another client to cover that spot. Unfortunately I already say no to other clients that wanted boarding services the same dates you booked (March break/holiday). I'm sorry I can't refund your money. I hope you can understand. 
  

  Thank you,

  
  *****

  Customer Answer

  Date: 24/03/2023

  
  Complaint: 19583481
  
  I am rejecting this response because: I was never notified of any cancellation policy or no refund policy.  I did not sign any contract.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/04/2023

  Hi *****,

  You can check the cancellation policy here: ******************************************************* 

  Thank you for your understanding,

  *****