ComplaintsforImpact Dog Crates

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted the company to get information regarding the powder coat they use on the crate. I knew they did not warranty the paint but did not anticipate my beautiful white and brindle pitbull turned completely grey from the paint transferring to his coat and skin. We have tried several baths and letting him sleep in a different bed but his coat is ruined. He looks like he has rolled around in ash. The business told me when I reached out that its non toxic and the paint transfer wont harm them and to spray the bottom of the crate with spray on truck bed liner. I dont know any pet parents that would want their working dogs or pets to be subjected to staining their coats and skin. Telling a customer that its normal that their dog is covered in powder coat from their product is completely normal, is not acceptable. I would expect the company to notify customers that their products can damage pets fur or change their method of coating the crates to prevent damages in the future, not say they dont cover paint under warranty. I have a kennel that is good for nothing but scrap metal and my dogs coat shows no signs of improvement.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On May 30th, I purchased the impact dog crate which the business advertised as 40 by ***************************************** the title. I received a crate and Actual measurement was 40 length and 27 width. In addition, they had delayed shipment. Total for the purchase was $1308.14. The crate is unusable because its dimensions wont fit for my dog eventually. I tried asking customer service to return and was told I needed to repackage the item back into its original packaging, send in photos for inspection approval and then find a shipping company to send it back to them. I had already told them that they had incorrectly sent me a crate with false dimensions which renders the crate unusable. I would request that the business refund me for the crate and pay for the shipping, and packaging back and remove the false advertisement of the 40 by 40 crate. Its a costly investment.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  First they guarantee shipping in three days. Didnt happen. The reason I ordered this was because a friend was dog sitting my large breed dog and I needed it to get to them as soon as possible. I placed my order March 21st and it didnt arrive until March 30th.Then they offered a free dog bed with the purchase of this crate that was $1,199. The bed wasnt in the box and there wasnt another box coming with the bed. I called their customer service and they said theyll send a new one. Okay problem solved.Then we finally set up the crate and with ONE USE my dog is able to break out and have accidents all over friends house. Their wording is its the. highest quality products that will last a lifetime. And that they guarantee it. They advertise a 30 Day return policy and as soon as I try to initiate the return the customer service line is super busy and they suggest calling back later. I finallly reach their customer service they said I had to have the originally packaged and I didnt know if my friend saved it. I wait for my friends who are kindly watching my dog (without being able to safely crate him because the product was faulty) get home and see that they still have it. Then their customer service was closing so I had to call back tomorrow. Tomorrow comes I call and they tell me I need to send pictures and it needs to be in undamanged. The whole reason Im returning is because the product was poorly made and my dog bent the door within an hour of using it. I told them it was damaged because he bent the door escaping it and they say they cant do anything about that. Then I ask for an exchange and the model they recommend The High Anxiety Crate for my dog is over 80lbs and literally wont even fit though my doorway. So Im stuck with this broken product, out over a thousand dollars, and still dont have a solution

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a collapsible crate to transport my dog in my truck. 40 Inch Black Crate + Cost: $1,199.00 In the instructions on the website, it shows that these "TSA Rails" are removable. Misrepresentation of a product for sure.Apparently, that's only to change their position though and the rails are actually required to engage the structural integrity of the crate. I am now consulting the BBB with this case as a result of this. This is not what I wanted from this crate and the purchase was confusing in this regard. The rails make the crate too large. Well, I contacted customer service to return the crate, but I'll be paying up to 200 dollars to ship it back, despite the poor site description. They do offer free exchanges, but they do not offer a product that meets my needs for an exchange. I asked if there was any way they could help.I can get police inserts in my truck for the same cost. Just to affirm, I am not complaining about the cost of the product but rather the customer service and handling of this.In my case, the customer service representative just kept defaulting to policies stating there was nothing he could do and that HE was the highest agent in the chain of command to obtain customer service from. He even suggested maybe keeping the crate and trying to sell it myself. I am sending this crate back and would like the shipping covered for the lack of reasonable descriptions and inability to provide a product that works as an exchange, which I was not opposed to if they offered a product that could actually work.Also, I got the crate 8 days ago and I still have cuts on my knuckles and elsewhere from the sharp edges they missed on parts of the cage. What initially I was asking help for(discounted shipping for the site description confusion and inability to provide an exchangeable item), I am now asking for a full refund of the shipping costs it would take to send it back along with the full reimbursement of this unused crate.

  Customer response

  03/22/2022

  I would like to withdraw my complaint.
  
  They issued a full refund. 
  
  It cost me almost 170 dollars to ship the unused crate back. 
  
  Their company has access to a discounted label printing service to ship but since they use a third-party labeler, they cannot print refunds in bulk, which costs the consumer more than it should, when a situation like this happens. For them, it's about 80 dollars tops.
  
  What I'd like to see, is they either offer free or discounted return shipping, when the crate doesn't work out. 
  
  Thank you,
  
  *************************

*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. ↩