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ComplaintsforSnug Pet Resort
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Complaint Details
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Initial Complaint
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid $4,275 for master class training for my puppy on September 18, 2021, that would have began October 5, 2021. My puppy, Nip ******* would have been 12 weeks at that time. At the time of signing the contract and paying in full, the facility was aware of the age of the dog and that he had not received all his immunizations but was current. They said they can provide him with immunizations when they are due while he is at the facility. On September 29, 2021, I received an email stating that he would not be able to start until he was 20 weeks. I then asked for a refund because I would not be able to wait that long and was planning and expecting him to be training at the time agreed upon. I then received a call from ***, manager, and she stated he could start at 16 weeks. I told her that I would think about it. I then called back for several weeks and emailed to receive a refund. On October 29, I received an email including Confidential settlement agreement and mutual release contract. In the contract, I noticed a $125 admin fee that was deducted from my refund. When I call the facility on October 1, to ask for clarification about the fee, they stated it was a charge for canceling the contract. I explained to her that the cancellation was my fault. The facility did not honor our agreement. I called again this morning 11/9 to speak to a manager and I put on hold then told the manager was not in.Business response
11/10/2021
Hello
I am so sorry that we were not able to get you your refund in a timely fashion. I will have a manager reach out to you today and have them resend the refund release. We will not charge you the $125 admin fee. I apologize for the inconvenience. Please email me with any further questions.
*********************
Co-Owner
******** Resort & Animal HospitalCustomer response
11/10/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.