ComplaintsforThe Country Mutt, LLC

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had an appt for a tour on 1/13/24. We were looking into a boarder for our dog in March. I asked the owner about a bigger cage for our dog ******** replied its more money$59+tx. Ok fine I said , my husband heard her as well as another couple and another woman that were also there on a tour. I agreed to her service for a week in March with my credit card to secure the week I had said I would rather pay you cash on day of pick up, ******** says well how about $50 and your balance will be $433. Ok that was it I signed nothing nor did I get a print out of this. I figured its on their computer . So we get home and realize she actually is charging more than her website says and what she quoted us. I then texted her to ask how she came about this price. I did not get a response until the morning - 1/14/24, she texted me and saidIm sorry-I misspoke Im not used to my new prices I said thats not right to over charge us after the fact. She then got offended because I now said Im going to cancel that week in March she said fine but the $50 is non refundable . I was never given a cancellation form or policy until that afternoon in an email that I had to ask for and it says that I e signed it. I never signed a thing and I would have known it was non refundable had I gotten it before I canceled. So yes I was not happy and she went on her website and changed her prices to cover herself after all this. And ****** told that it holds the spot and goes towards the balance NEVER was told its non refundable and she took it upon herself to change the rate to $69x7 days . and then tried to say I was trying to get her to change rates she made no sense at all . I was then told her time is valuable (like ours wasnt) and that she has overhead, payroll, taxes . There was another couple and a woman also on this tour and they werent charged so what makes her think we should be because we canceled the reservation because she overcharged us and thought we wouldnt notice

  Business response

  01/19/2024

  We had a price increase January 1.  I misspoke but then corrected myself when the customer brought it to my attention.  She  could have still used our services for the price verbally spoken in error  but they were not reasonable about it because I would

  give them the standard not upgraded lodging.  The customer had a hard time believing or accepting that as a new client 1.  We take  nonrefundable deposits for reservations and 2.  We charge extra for a deluxe suite 3.  That I hadnt updated my website as of Jan 12.  The customer also read none of my emails or guidance and showed up for a tour with a pet.  She also did E sign my service agreements but probably didnt read them.  I was happy to refer her to more budget-friendly establishments.  She just wasnt a good fit for us.  I hope she moves on as fast as we have!

  Customer response

  01/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I was not given the option as a new client to pay the amount that was spoken to us. After I emailed her her reply was she was sorry and had misspoken she wasnt used to her new prices I then canceled as I wasnt going to pay more than what I was told. And wasnt sent the cancellation policy until after I cancelled at 1:25 pm I cancelled early that morning. I wasnt told 1st time clients dont get a refund. And honestly thats an Obserd policy and should be a time frame in which to cancel not not even 24 hrs later thats being greedy and pretty rotten.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  01/23/2024

  We decline.  She did not let the BBB process play out.  She has neg reviewed us on ****** and is doxxing us on facebook.

  *************************
  
  9 reviews
  16 hours agoNEW
  I was referred here and we came for a tour and besides the cages that are on top of each other and behind a door it was a nice place the outdoor area was nice as well. On the website boarding said $55 +tax. When we asked if our dog would go-into a bigger cage (kennel) if you would call it I was told theyre more $ . $59 I said ok thats fine. So I made my reservation but before doing so I ran out to get my credit card thinking this reserves my spot as I will pay cash on day of pick up. I asked ******** this and she says ok how about a $50 deposit and your balance is $433. NEVER was I told its non refundable. So we get home I did the math we were charged $69 for 7 days instead of the $59+tax for 6nights I texted ******** to ask why she was charging me this amount when we were told $59 she lied and said she never said that mind you my husband was right there as well as another couple and another woman. So I wasnt about to do the math after doing the deposit as everyone was standing there I didnt want to hold them up. I was then told my deposit is non refundable that she has overhead,taxes, payroll etc. when I canceled our reservation she was offended at the fact that I questioned her increase in the fee. It was less than 24hrs that I canceled. I told her thats bad customer service I should be able to get my $50 back to which she put $50 from my credit card didnt ask me how much I wanted to put down and then had the audacity to tell me her time is valuable . I gave her an example if she bought something that said $10 and was charged $20 would she pay the $20?..NO! She texted me back and said you can buy a can of bean for .50 cents at job lot and get charged $1.99 and I dont sell beans. Shes arrogant,rude definitely not for the customer . Sounds like a spoiled brat that will be defensive if called out. After all this she went on her website and changed her prices that way to cover herself.But I have the emails with her previous rates so shame on her. Ive read from a previous employee how devious and Irresponsible she is with these dogs she puts e collars on them without permission this place should be closed down if not definitely should be monitored by the town unannounced!! Was told from one of her customers she has 2-sides. Neither are genuine.FACTS!
  
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  Response from the ownera day ago
  We are sorry you didnt have the experience you wanted. Your reservation was cheerfully cancelled as requested. Deposits for unestablished clientele are non-refundable.
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