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:09/04/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  This complaint is directed to their other grooming location ***************, ****************************************, *************, ************************ On 9-1-24 I took my doggy ******* for a grooming session at 11:30am with ******* *******. When I went to pick him up, I paid *** with my CapitalOne credit card #**** total $119.76 for grooming. I then asked ***, Manager, if he could give me $20.00 cash back on my BOA debit card. He gave me back a $20.00 bill which I gave to ******* for tip. *** gave me a receipt for the debit card transaction, which I didn't look at until later, in which he charged me AGAIN for the haircut, $110.00, plus the cash tip, $20.00, subtotal $130.00, plus tax $9.76, total $139.76. I am seeking a full reimbursement for the erroneous charge to my BOA debit card in the full amount of $139.76. I have been a customer for several years and find it insulting that this happened and also that I have been in contact with his cashier ******* who has been contacting him asking *** to call me and resolve this issue. *** called later today 9-3-24 only to say he was going to check the system and would call me back, which he never did. I offered to settle this by having the wrongful charge to my debit card of $139.76 to cover my other doggy, a Chihuahua, Godiva, who needs grooming and has also been groomed at this location but *** replied he had to look into this but did not acknowledge he wrongfully charged me twice for one grooming appointment for *******. I emailed to ********************** a letter outlining the above mentioned in addition to photos of the receipts *** gave me but have not heard back. At this point, I am very upset, feel being taken advantage of since I am a 72 year old woman, and am requesting a full reimbursement of the $139.76 which *** erroneously charged to my BOA debit card.

  Customer Answer

  Date: 09/29/2024

  At this time, I have been contacted directly by Pets on Broadway NYC regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  Pets on Broadway NYC d/b/a Pets Square located at ********************************** refused to issue a credit back to my credit card ***********.

  The cashier "***" recognizes it was his "mistake" for double charging but said he "cannot" issue a refund back to my *********** credit card.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ********* ******

  Business Response

  Date: 10/08/2024

  Hello everyone, 

  First, I`d like to mention that *** ****** & ******* have been a customer of ours since November 2022. We had a pleasure of serving them for 7 grooming sessions with no issues. We always liked interacting with her and *******. See attached a screenshot the history of her 7 visits. (Figure 1)

  On Sept 1st, *** ****** as usual came to our store to ***** ******* with her favorite ******* *******. The grooming session went very well as usual and *** was very pleased with our service. When it came time to pay, *** only charged *** ****** $119.76 (Which $110 + TAX) using credit card. Then *** ****** wanted to give ******* $20 tip in cash, and since she didn't have cash with her, she asked us to charge her card again with the amount of $20 and give ******* his tip on cash. When doing that, we made a mistake and added grooming again ($110) to the ticket. As expressed to our customer later on, this was a human error and we admitted to *** ****** that it was an honest mistake and that we will do everything to solve the issue. We explained to *** ****** that we have she has a couple of option to get a refund: 1- to get store credit and that will require a few days for the amount to go back to her account (common lead time required by the bank), or 2-  take a store credit in form of a voucher that can be used later at our store. *** ****** agreed to a store credit and we gave because she can use it to pay for her future grooming session. Attached is a copy of the voucher we gave *** ****** of the amount of $119.76. After picking up the voucher on Sept 7th, *** ****** left satisfied and again, we expressed our apologies to this honest mistake and expressed our appreciation for her business and continued support. 

  What happened with *** ****** and why she changed her mind is beyond of our knowledge as we were under the impression that this issues was resolved. 

  On September 25th, we received an email form our credit card company about a transaction dispute complaints done by *** ****** of the amount $119.76, see attached (figure 3) the communication from our credit card provider (*********). We were very confused about why *** ****** would do **** a thing since we were under the impression that the issue was resolved. We tried reaching to *** ****** for more information and to cancel the voucher but we never got an answer back from her. 

  In addition to that, we received this email from you about this situation which left us in disbelief. Not only *** ****** has disputed a charge with our credit company of $119.76 after she received a voucher form us with the same amount, she came to you to get a refund of the total amount of $139.76. 

  I`m confident that you will make the right decision here because it crystal clear that this customer is trying to take advantage of the situation. In more than 3 years in business, we never had any issues with our customer and we will continue to service our local community with dedication and professionalism. 

  I`ll be available of you need any other informations.

  Thank you

   

   

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: As I mentioned in my Complaint, *** charged my CapitalOne credit card $119.76 for the haircut.  I asked for $20.00 cash back from my *************** debit card.  Instead he charged the haircut $110.00 plus $20.00 for tip plus $9.76 tax, total $139.76!!  I went back to request a refund either to the CapitalOne card or debit card.  However, *** said "he could not give me a refund" even though he acknowledged he made a mistake!  He refused to issue a refund even though he acknowledged that he "made a mistake".  He actually, I believe, charged me twice on purpose!  I do not accept ***** answer because PetSquare owes me a refund, NOT a "gift card" which I am not planning to use.  ***** unconscionable, unprofessional and disrespectful behavior and comments, including his insinuation of my being a dishonest customer after being a loyal customer for over two years is outrageous and offensive!  *** and PetSquare are GUILTY of overcharging and double charging me for ********* haircut!  *** and PetSquare need to issue a check made payable to me, ********* ******, in the full refund amount of $119.76.  ***** refusal to issue a refund, even after acknowledging he made a "mistake", is completely unprofessional and his insulting remarks of my being a dishonest customer has ruined my trust in PetSquare.  

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ******