Business ProfileforPaws on Potter

We booked our dog for boarding with Paws on Potter utilizing their VERY confusing online booking platform. They have hours when you can and can not drop off and pick up your dog. The day of our drop off, we assumed we could drop off our dog during their afternoon office hours. At around 10:00 am, I received an email saying our reservation had been cancelled and we had been charged a $200 fee. I immediately called to find out what had happened. They said we were a "no show" and so we were charged that fee. I explained that as brand new customers, their hours and policies were super confusing, and apologized and asked if I could bring my dog right then. They said no, and I also couldn't bring her the next day as they were closed for drop offs. She said that if we wanted to rebook for Thursday, they would credit the penalty we paid towards our rebooking (because we were not "no shows," we were late dropping our dog off and were still boarding here there). I agreed ONLY because they said they would credit that amount towards her booking, minus $50. So we were told we'd get a $150 credit. After we picked her up from boarding, we saw that we had been charged another $250, the full amount of the booking without any credit. I inquired as to why they now refused to provide us with that credit, and they kept saying this is our "no show" fee, even though we had agreed and both my husband and I had BOTH been told during two separate phone calls that they would credit our account since we were rebooking. We never would have rebooked with them had we thought they were basically going to double charge us. I understand rules and policies and the mistake was ours when we got the drop off time wrong, but we were lied to and told we would receive a credit and for some reason, they are now refusing to give it to us. If you own a business and choose to be unfriendly, callous and unprofessional, that's your prerogative, but what you can't do is lie to people and take their money,