Business Profile
Pet Sitting
Wagging Tails Pet Resort and SpawThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had booked a 1 hour pool rental for my dog in July 2023 for $50 plus tax in Wagging tails, ******** **. Me, my husband and our dog drove 30min to the location and then were told that the appointment was cancelled as they were cleaning the pool. We were not notified beforehand via call or email. When we asked when will the pool be ready, they had no idea. We had to drive 30min back home. Now once we booked the pool rental for July 2023, we were already charged $50 plus tax in our account even though the appointment was not yet complete. Even though the appointment was cancelled by Wagging tails without notifying us, we were not refunded the $50 plus tax as apparently they don’t do refunds. This was fine because our dog likes the pool and we thought we would keep going. We kept calling every week after July till end of August and they were still cleaning the pool and weren’t sure when the pool would open again. They eventually closed for the season. I emailed them in Oct 2023 to see if they would refund the money but they didn’t as they don’t do refunds but they did tell me that I could use it for the new indoor pool rental in **** ******** location. Fast forward to Jan 2024, when we decided to book an indoor pool rental for our dog to celebrate his birthday on Feb 10 in the ******** location. We thought we could use the $50 plus tax credit from 2023 but now they tell me the credit is not interchangeable between the locations. Also when I checked my account, the $50 plus tax is not available anymore to use even in the ******* location. I have been emailing them since and they keep telling me they will ask the owner but it’s been 3 weeks and now they have stopped replying to my emails.Initial Complaint
06/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Received my dog from vacation, picked him up he was covered in towels and couldn't move. Brought him home and he was urinating and defecating pools of blood. Please do not bring your animals here ! Please don't. I don't want this to happen to any animal ever again. This place must be shut down. A lawsuit will be progress very soon. Dog is still currently in critical condition and might not survive being held in an animal hospital. STAY AWAY FROM THIS HELL HOLE. Oh yeah and one of the females who picked up the phone actually laughed at me , that was also niceInitial Complaint
04/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On February 26 the 3rd day of a 5 day scheduled pet sitting I received a call telling me that my pet sitter had a personal emergency and could no longer provide services. I was told that the company would not be able to provide a replacement even though I was 1200 miles away. I used a company because they are supposed to have backup. I asked for a call back from the manager and or owner but never did receive any call back.Initial Complaint
01/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I scheduled dog boarding with Wagging Tails, LLC of **** ********. I immediately cancelled it the next day due to travel plan changes. I was told by Jolie that my deposit of $335 would be refunded within 7 days. I have emailed and called and to date have not received a refund. I am not the only person that the owner has stolen money from and this needs to be investigated. Please help me and others get our money back.Initial Complaint
06/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 3/30/2022 I reserved and paid in full $233.97 for boarding services from May 13-14, pickup on May 15. Due COVID, i cancelled the boarding reservation on Monday, May 9, 2022. I called and spoke to Jasmine, she said that I would be refunded 90% of my payment and it would take 5-7 days to post to my account. I didn't receive the refund and sent them an email on 6/10/2022, I emailed them again on 6/14/2022 and provided my receipt and confirmation email. Did not receive a response. I called the office on 6/20/2022 speaking again to Jasmine, she said she will resubmit my refund claim again said it would take 5-7 days. I asked for a call back from the office manager confirming my refund was processed. I never received a response. On 6/28/2022, we tried calling them again and we spoke to Mercedies, she found the refund request and promised to give to the office manager. On 6/29/2022, We called again and spoke to Jolie the office manager. She said, good luck getting your money back, because the owner rarely refunds. I suggest you contact an attorney. We made several more attempts to reach the owner, Krista Cugno Lofquist, with no response. We are hoping you will be able to assist us in obtaining our refund. Kind regards, *****Initial Complaint
06/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On April 19, 2022 I called to make an appointment to board my dog from May 16, 2022 to May 19, 2022. My credit card was charged $95.72. On April 22, 2022 I called to cancel this appointment as my plans had changed. I spoke with Dean and asked him to please have a credit to my charge card. On May 3, 2022 I spoke with Steven and again requested a refund. He informed me that the managers name was Jolie and he would let her know, but that the only people that could credit my account were the owners of the company. I called again on May 12, 2022 and spoke with Jasmine and again was told that someone would call me back. On May 23, 2022 I again spoke with Jasmine and I was told that the manager was on a business trip. I asked for a number or e-mail address for owner and I was told that she did not have a phone number for them. I asked if she had an e-mail address and she informed me that she would e-mail the owner and have them call me. I never received a call. On May 27, 2022 I again called and left a message asking for a return call. On May 31, 2022 I again spoke with Jasmine who told me the manager would be in at 3:00. I called at 3:00 and spoke with Mercedes who told me that the manager did not come and. I asked her for the owners information and I was again informed that they cannot give out that information. All I am asking is that they refund my credit card as I cancelled this boarding for my dog.Initial Complaint
05/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Seven weeks ago, I boarded my dogs there for the weekend and paid for additional grooming services. The company accidentally overcharged me for an extra night stay for each of my two pets as well as additional services that I should not have been charged for in the grooming department. After speaking with the general manager, Jolie, She acknowledged the overcharging and told me that she could not process the refund without the owners permission and that the owner usually took one to two weeks to approve any refunds. As I indicated above, it has been nearly 7 weeks since this happened and I have still not gotten my refund. A lot of my communications go unresponded to and when I do finally speak to the general manager she is simply telling me that she is stuck because the owner has been nonresponsive. I was also told that I am not the only one having the situation… That there are others with similar issues and she is struggling trying to balance at all. I need assistance in getting a refund and at this point I don’t know what else to do.Initial Complaint
04/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I called and made a reservation for my dog **** on March 7 to stay the night on March 12. I found out shortly after that we would no longer need to board her and called back the same day, March 7 and was told by the woman on the phone that the original $53.18 charge to my account was "a hold" and would be removed from my credit card 5-7 days at the latest. It is now almost a month later and the hold charge was an actual charge that went through on my credit card and has never been refunded. I reached out via email and phone on April 4th and got an email back from wagging tails saying the following. “Hi *******, I lookedd into it for you and did see it was credited to your account. I will write up a refund for you and they should get back to you in 1-7 business days.” It is now April 27 and I have never reviewed the refund. I have reached back out on April 26 and have still not heard back or received a refund.
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Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.