ComplaintsforCreature Comforts Pet Resort

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently boarded 2 dogs at Creature Comforts from August 11-18, 2023. We booked the Club Canine Suite, which had a rate of $110/day plus tax. The total for that is $880 in boarding and $77 in taxes for a total of $957, minus the $50 deposit we made at booking. An amount we verified prior to dropping our dogs off. We picked up the dogs on the 18th as scheduled and the charge was $923.31. Tired from the trip, we didn't initially realize the difference but when we got home we realized it so we checked the receipt they emailed us. Sure enough, the receipt showed a total of $907 owed, so we responded to the emailed receipt and asked them to please refund the $16.31 difference. We did not get a response by Monday, 8/21 so we called and they told us something looked off and they'd have the owner call us. No call, but today, 8/23/23, we received a text stating: Hello, you had asked about a charge of $16.31. It appears after an audit of a stay in Feb 2022 we found a daycare was not billed for one of the pets, only the evaluation that day. So the audit team added it to your bill. We are sorry if you were not notified about the missed item sooner. We checked the receipt from 2/25/22 and can clearly see that we paid for 8 daycare sessions (2 dogs, 4 sessions each) which is accurate and we paid for one daycare evaluation and one was "free of charge." The bill clearly states, "As of 02/25/2022 09:09:59 AM, this account is in balance." When we booked this stay for August of 2023, at no point were we made aware of an 18 month old balance of $16.31. And our receipt/bill from 8/18/23 makes no note of a prior balance. We do not believe the charge to be valid, and even if it were, it was not documented or presented to us at any point. We have attached both receipts, and the additional bank charge for the split payment which is not documented on the receipt dated 8/18/23. We want the $16.31 refunded and we hope they will put better accounting practices in place going forward.

  Business response

  09/08/2023

  Clients bill from Feb 2022 went through a billing audit a few weeks after the visit. An error in billing was found and owners were notified. See attached notes and dates in file in 2022. Owners were again notified of the outstanding debit on the next visit on 7/26/23. Client did not pay the outstanding debit again on 7/26/23. See copy of emailed receipt to owner showing the outstanding debit remained on the account. It is marked in red at the bottom of the account receipt as still outstanding. On the most recent visit the account was brought to a zero balance by the client. We also sent a text going over the outstanding debit on the account which I have included. We do appreciate the client bringing the account to balance after many months have passed.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday January 16, 2022 i contacted creature comfort pet resorts and informed them that my boiler was out and i needed boarding for my dog until i could get this situation rectified. I also informed the woman who answered the phone that i did not know the exact duration of time i would need for my dog to stay there she told me i had to pick a time and could always later change it so i chose pick up for January 17,2022 at 2 pm. I then called on January 17,2022 at 10:00 am when i discovered an exact tine that i would be picking him up prior to noon. on their website and in their rules it states and a manager previously told me that as long as you retrieve him by noon it wont be considered another day. However today when i picked him up at 11:23 they still charged me for another day. Also it was a severe snowstorm so if i would have waited i would have risked being trapped and unable to get him and then having to pay for another day. it seems as though they have no consideration for their customers well being they would rather me risk being trapped so they could make additional money. I also see them resolving problems with their Caucasian customers with no issue but i feel as though because im African American they have no desire to work with me and only wants to over charge . The lady at the desk was very abrasive and did not even try to hear me out or assist in any way shape form or fashion. its not even about the forty something dollars but the principle

  Business response

  01/21/2022

  This owner has been a client with us since 2020. We have a signed contract that she is aware of our cancellation policy and procedures. We also have notes in our system ( our manager spoke directly to client in 2021) that the client attempted to complain of a similar situation and we gave her an exception and went over the policies in person. see attachment. This client has also been emailed and also sent paper copies of what she booked which was 2 days of pet care for this visit.  At the time of booking (day of drop off) she scheduled the appointment to pick up the dog in the afternoon at 2 pm and was told at booking that the rate would be 2 days of care. As it is scheduled for an afternoon the room was reserved for her pets care and no other pet can book that room for the rest of that day. The client then picked up early despite the reservation appointment she had made the day before. We did accommodate her and gave her the ability to pick up her pet before the appointment time so she didn't have to come back, but the client was billed for the 2 days she had reserved for her pets care as scheduled per our policy.  See Attachment. This is company policy and in the client agreement she signed in 2020 and had also been made aware again in 2021 in person, and emailed/in person in 2022. This policy applies to all clients; age, race or gender do not determine CCPR policies.  Client refused to fill out an in-house complaint form here with the company. 

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