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:09/28/2022

  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 took my dog here to be boarded for the first time, the dates I agreed to were 9/21/22-9/25/2022. When I called to confirm my dogs pickup date the day before pickup, the voicemail stated they were closed and only open Monday-Friday. I was very confused as we had agreed for pickup on 9/25 (a Sunday) so I called and left a message to confirm. The owner never called back so I just showed up to pick my dog up on the agreed date. Upon arriving, the owner was rude and unprofessional and told me if I wanted to pick my dog up I had to pay a $125 for coming early ( I was not picking up early) but I paid the fee as I felt I had no choice and thought I had maybe misunderstood. The next day, 9/26, I called the owner and requested a copy of my contract so that I could look it over and confirm the fee was disclosed and that maybe I had made a mistake and misunderstood the date agreed for pickup, but the contract did not disclose the fee and my pickup date was 9/25 (the date I showed up for pickup and had agreed to). After finding this out, I called to speak to the owner about getting a refund and how I was treated was unprofessional on Sunday. She immediately resorted to anger and hung up on me twice. She refuses to give me a copy of my contract or refund. On top of all of this, my dog is not himself, he has no appetite, is skittish, his ears were extremely red and inflamed after pickup and he would not let me touch them. I don't think this business should be in operation as the owner has little to no patience and is extremely unprofessional. I am not the only one she has mistreated, this has been going on for YEARS. I am sincerely concerned about the safety of any animal that boards here and she has no concept on how to properly treat customers or run a business. Many others that have come forward about the personal abuse of their animals at this facility and there are many other reviews to support how she treats animals and their owners on google reviews going back to 2006!

  Business Response

  Date: 10/04/2022

  I have the original contract that she signed and agree too. It clearly has Monday the 26th as being the pick up day. I have video surveillance here at Crestview Kennels and there were not any bad behavior from either one of us the 3 times she came here. As on the video you can see she came in on Monday for a blank contract for a friend that was sort of picky and wanted to see the contract pryor to her boarding with me. I felt it was odd but I obliged, I was having a problem figuring out how to print a blank contract because I have always printed the contract for the customer to sign so I had not just printed one. Anyway I ask her if we could use hers she said that was fine. Then Tuesday she called and said I didn't honor my contract which said Sunday pick up, I then explained to her that when we did the Sunday pick up the computer program I use ask me if this is an early pickup and I say yes so it changes the date to the date being picked up so the customer is not charged for future dates. Well when she came in the retrieve a contract it said Sunday pick up, then she ask me if I had the original contract she had signed and I said yes and it says Monday pick up because we are always for 33 years closed on Sunday. She said ok but I want my money for the after hour back,I said no she started getting angry and yelling so I hung up, she called back several times and then stopped. Since then she has tried to 1 star me to death on google with many friends. She went on Crestview word of mouth and things became very vicious there. I do not really understand it all but I do know that I remained calm and stated facts until my customers started to notice my problem and came to my defense. For every one star ***** ******** ******* and friends put on my google review my customers were putting 5 star reviews, one customer brought to my attention that I could stop the comments on my statement on crestview word of mouth which I immediately did once knowing.
  I do not know why Mrs ***** ******** ******* would use a boggas name with you guys, but then alot of this attack on me I do not understand. All this because I live on the property and ms ***** came to my front door on Sunday afternoon and ask for her dog, I told her we were closed today if she could wait until we open it will be 18 dollars but in order for me to detour Sunday business traffic I have an after hour fee ( a handsome one for detouring), she choose the Sunday after hour fee. Sigh... I have no problem sending you a picture or a paper copy of the original contract. I also should say the dog was perfectly fine on pick up day, young dog strong healthy. Just lies, Thank you and anything you want from me please just let me know. Jennifer ******* P.S. You can go to my google reviews for Crestview Kennels then press most resent reviews and you will be able to tell which one were Mrs ********* ******* and friends. It has been a very scary adventure because your ratings and reviews are very important to a business and keeping everybody happy is impossible, so having so many people 1 star a business like she did is just beyond. Thank you Jennifer