ComplaintsforUrban Dog

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Urban Dog for boarding for my dog over the Christmas Holiday. I brought my dog in a week before her scheduled reservation for a temperament test. While I was there I told the facility that my dog had a single altercation when she was one on one with another dog at a previous facility but has been to several other facilities and does great around groups of dogs. They accepted her and did not state that there were any additional fees for the holiday or any other condition. I dropped my dog off on ******** **** and wrote down her food requirements. My dog has had a previous kidney injury and needs to eat special food to manage this issue. When I arrived they indicated that there was going to be a new charge for *** per day of a "holiday rate". I agreed as I had nowhere else to take her the day before traveling. The facility provided me with the login to watch her on the cameras. Once on my trip, I tried finding my dog on their cameras. I was told that she was "in a run that does not have a camera". I followed up by asking for photos. The facility via phone and email confirmed that they would send me photos. They never did. In 7 days we saw her on camera twice. Once, when she was alone in a run with another dog, which we had directly advised against, and the second time she was being fed food that was not her kidney diet, given two minutes to eat, and then taken off camera again. When returning from our trip we picked our dog up on ******** ***** We attempted to resolve these matters with the facility but were told that they have so many staff and change shifts so frequently that details frequently fall through the cracks. Later the owner called and blatantly lied about the issues we had and indicated that our dog should have been charged an additional *** on top of the holiday rate for "extra care" but they had not charged us or mentioned this prior to our call. The owner was rude and abrasive and declined to remedy these issues.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/03/18) */ **** ****** brought her dog, June, in for an interview on December 8, 2021. She warned us that her dog could be territorial so we went very slowly with her, and June was not allowed to play until I could supervise her myself. During the interview client was given an informational packet called "Are you ready for Daycare". In this packet, all of our pricing is listed including Holiday Fees.* There is also information regarding dogs being separated from the playgroups for everyone's safety. The client signed that she read an understood the information in "Are you ready for Daycare". When the dog was checked in we took the owners special food and made note of her feeding instructions. She was only fed her own food during the stay. We also have extra Kidney diet food on hand as we have several client dogs with similar kidney conditions, in case anyone runs out. It is impossible for the clients to see which food was in the dog's bowl from looking at the camera. Dog went home healthy and in good condition. Client signed the kennel card indicating that we had listed the feeding instructions correctly and we had her sign acknowledging that she had been reminded that we have Holiday Rates and the days they are in effect. There is also a notice posted on our front door where clients enter, and on our front reception counter where clients check in. Our cameras are available to the general public. We only have cameras in two of our five play areas. I personally tried this dog in several playgroups but was unsuccessful at integrating her as she would growl, raise her hackles and show teeth when I tried to bring her into a play group that was already established. I tried putting her in first and bringing dogs in but again she would growl, raise her hackles and show teeth when trying to bring a dog into her space. It was my decision for everyone's safety to let her have her own space, and let her go by herself into our outside play area to lay in the sun as that is what the owner told us she was happiest doing. I did speak to the owner about sending pictures and was negligent in following through on the photos, however that is not normally a service provided. Her dog was NEVER in a pen with one other dog, there was another male **** ********* staying with us and that was the dog they saw on camera, not their female ****. When they came to pick up their dog they demanded to see her before they paid the bill. The dog was brought up to them healthy and happy, they demanded to see the kennel she slept in and when the employee went to get photos, **** left the building with the dog and her boyfriend refused to pay for services rendered. When we tried to run the credit card they left on file to secure their reservation with us, the credit card was declined. There was no additional charge on top of the Holiday rate. Normally we charge extra for a dog that requires special handling but they were never charged for the additional service as an act of good faith. They were rude and derogatory on the phone, stating that no one had ever even heard of my business. I told them they owed me for services provided as the dog was returned healthy and happy to them and they refused to pay their invoice. They have not paid one penny on the services rendered in good faith. I have all the forms she read and signed attached and video of the dog when she went home. We have tried to call on multiple occasions but no response. The outstanding balance is $573. I originally offered to waive the Holiday Rate, but they declined so I am no longer willing to do that. I have had this business for 27 years and never had a complaint filed against me. I will be filing a Small Claims action against them. *Our Fees have increased since the date of this complaint Consumer Response /* (3000, 8, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to not be contacted again by the business. Business Response /* (4000, 10, 2022/04/04) */ There is ZERO basis for this complaint and the customer has not paid one penny for the services provided. They are simply trying to avoid paying for services rendered in good faith.

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