ComplaintsforSkipper Pets, Inc.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked dog boarding on 11/20/23 for 12/23-12/30/23. During the booking process in the middle of booking my reservation, I checked the cancelation policy on the screen before submitting the booking and it said it could be canceled for full refund if canceled prior to 48 hours before the reservation starts. It is a clickable link that says Cancelation policy. I saved a screenshot of this (attached) because I knew I wanted to pay attention and cancel without penalty if needed. I went to cancel on 12/18, well outside the 48 hour window for a reservation starting 12/23. A notice popped up that I would forfeit the $140 they already charged my credit card because I wasnt canceling far enough in advance. I contacted Skiptown explaining that I was confused because I was attempting to cancel within the no-penalty window that was shared with me during the booking process. They said there is a special holiday cancelation policy that they are enforcing. I responded and have tried contacting them several more times and am not receiving a response. I can appreciate that they might have a special holiday cancelation policy, however, that is not the cancelation policy they displayed during the booking process for my reservation. If they would like to hold clients to a different policy they should update their system so it displays the correct cancelation policy for what is being booked and for what they want to enforce. Additionally, the email confirmation I received did not mention a special/different holiday cancelation policy either. I am asking that they refund my $140 because I was canceling within the appropriate window that was displayed during the booking process. Please note you have this company in your system as Skipper Pets but they are now called Skiptown. And this is in reference to the *********, ** location. The address and phone number you have are correct. you may also want to try ***********************************

  Business response

  12/26/2023

  We appreciate the opportunity to address the concerns raised in the filed complaint against our business.

  Upon thorough investigation, we identified a technical glitch in our email system that resulted in a failure to receive emails from the address *********************************** for a period of 67 days. Regrettably, our team was unaware of the incoming concerns during this time. We want to assure you that, since being notified of this issue, we have taken immediate corrective measures to rectify the technological glitch.

  Moving forward, we have implemented continuous monitoring to prevent any recurrence of these incidents and sincerely apologize for any inconvenience caused.In an effort to provide timely assistance, we have left a voicemail for the client and extended our commitment to resolving the matter by issuing a refund in credits to their account.

  Additionally, we have attached a screenshot of our Holiday cancellation policy for your reference. Our policy states a requirement of 3 weeks' notice for holiday deposits to be refunded, this would be seen on the same landing page from the client's original screenshot provided in the BBB filed complaint.We genuinely regret any inconvenience caused by this issue and remain committed to working closely with the client to ensure a satisfactory resolution.

  Thank you for your attention to this matter.

  Customer response

  12/28/2023

   
  I am rejecting this response because:
  I have already mentioned that the cancelation policy that showed up during the booking for my holiday reservation said full refund if canceled outside of 48 hours. Which is what I did. A screenshot of it was included with my original submission. If you go to their app/website and attempt to book for the New Years Eve holiday you will see in real time that the same policy shows up during the reservation process for that holiday booking. You will see that when you click on cancelation policy right before finalizing the booking. In addition to fixing the glitch with their email system, Skiptown should also make sure that they fix the issue with the cancelation policy that shows up during the booking for a holiday reservation. As described above, it currently says 48 hours, and it said that when I booked my reservation. They are saying it *should* really say 3 weeks, but it says 48 hours. I do not think I should be punished for the technical issues on their endThey should make sure that their system is configured correctly with the correct policy showing for reservations. I am kindly requesting a refund to my credit card, not a refund in credits to my account, considering I did abide by the cancelation policy that was shown during my booking process.

  Business response

  01/03/2024

  We sincerely apologize for the inconvenience caused during the clients recent experience with Skiptown. We deeply regret the frustration encountered, and we appreciate the patience and understanding as we address the concerns raised in the filed report. 

  We have processed a full refund to the clients credit card in accordance with the cancelation policy that was displayed during the holiday booking. We understand the importance of honoring our commitment to transparency, and we acknowledge the discrepancy in the cancelation policy information presented during the reservation process.

  This feedback is invaluable to us, and we have shared it with our broader teams to implement necessary improvements and prevent such issues from recurring. At Skiptown, our goal is to provide a positive and transparent experience for our customers, and we are committed to learning from our mistakes.
  We appreciate the understanding and patience throughout this process. The refund has been processed to your credit card. Please allow a 3-5 business days for the transaction to reflect on your account.

  If there is anything else we can to assist or if there are further concerns, please do not hesitate to reach out to our team. Once again, we apologize for any inconvenience caused, and we thank you for bringing this to our attention

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - transaction will occur December 1st (it's a subscription)- I subscribed to a year of Skiptown's dog bar membership - the subscription was set to autorenew in a few days - I canceled my subscription prior to the end of the subscription membership, but was informed that I still must pay for the next years $300 subscription membership, even though the time period hasn't started (December 1).... today is Nov 27.

  Business response

  11/30/2023

  The Client purchased a Bar & Park Membership and received information regarding that the membership is set to auto-renew on November 29, 2022 (as pictured and highlighted). Clients do have the ability to disable auto-renew on their end at any time. 

  The client then cancelled their membership through the app and received an automatic statement from our app stating Skiptowns cancellation policy of requiring a 30 day cancellation notice. 

  After reviewing the clients account - No charge was made on his card for the renewal of his membership. We would be happy to refund the client for an auto renewal charge if able to provide an invoice of the charge as we are unable to see one on our end (Picture is attached). 

*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. ↩