ComplaintsforDeb’s Riverview Kennels

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around December 14th 2021 I called Deb’s Riverview to board my dog for a week. Upon establishing the arrangements I was told the price of $210.00. I was also told that I could either pay upon arrival or pay in advance. I was not made aware of any cancellation policies. I opted to pay in advance as I have frequented this establishment before and therefor trusted them. A few days later, more than a week before the scheduled boarding I called to cancel and was told that the manager would get back in touch with me. After calling back a second time I realized I was being avoided by the manager. I then sent emails which were never answered. I finally decided to contact them publicly on their Facebook account and they had no choice but to answer. The individual managing their social media account proceeding to downplay the situation and even attempted to edit their boarding policed right before my eyes! I have screenshots of before and after. The manager is well aware that I was not informed of such policy or else I would have NEVER opted to pay in advance.

  

  Business response

  03/01/2022

  Note:  Our holiday boarding schedule is December 15th through January 15th.  
  
  The client in question called Deb's Riverview Kennel on December 17th asking for a boarding reservation for dates of December 30th thru January 5th.
  On December 23rd @ 1:08 p.m. the client called to cancel this reservation.  Reason for cancellation was based on their newly recognized ability to take their dog on their planned trip, rather than boarding.
  During this cancellation call on December 23rd, the client never asked about a refund
  Due to River Rescue and Deb's Riverview Kennel being the same facility, our boarding spaces are highly limited.  We offer no refunds during these peak times due to limited spaces.
  During the holiday time, the client called our facility and inquired about a refund.  During these times Riverview Rescue was involved in rescue missions and the client was informed that someone would be reaching out to her.  
  Before we could reasonably respond, the client immediately went to our Facebook page and began slandering our business.  The client then reached out to their credit card company to say the services were not rendered.  
  When this process was initiated by the client, it takes up to 90 days for a decision to be resolved.  I have a printout from my credit card company that the dispute will be resolved on April 18, 2022.  This outline is available if you would like for me to submit it.
  We also have Facebook messages and other documentation that outlines this entire process.  Also, an unfavorable **** review was submitted by the client.  
  This is now out of our control due to the client going to her credit card company for resolution.  She stated in Facebook messages that her credit card company will not refund her due to our holiday policy.  
  As of today's date, my business has not been reimbursed the funds that were taken from my account.  
  According to the client she has not been reimbursed her funds, I have not been reimbursed my funds that were taken out of my account.  At this time I have been told by my credit card company that resolution will be on April 18, 2022.
  If you have any suggestions on how better to resolve this they would be appreciated.  My goal was to connect with this client to determine a mutually beneficial solution.  Due to all of the Facebook messages and **** review and going to her credit card company, this unfortunately taken it out of my direction of decision and is in the credit card companies hands to resolve by April 18, 2022.
  
  Should you need any documentation or have any questions please do not hesitate to reach out to me.  
  
  
  *** *******
  Owner

  Customer response

  03/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:Establishment lacks integrity and establishment is withholding the truth. I was never contacted by this company instead they gave me the run around. Deb’s Riverview blocked me from their social media to avoid embarrassment and to avoid speaking to me directly. Once again, I was never made aware of a no refund policy otherwise I would have not paid in full. Deb’s Riverview decided to update their policy to “pay in full only” after management was made aware that I was given the option to pay upon arrival. After realizing they already had my funds they decided to avoid further contact. I am requesting a full refund from Deb’s Riverview in the amount of $210.00.
  
  Regards,
  ******** ******

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