ComplaintsforCumberland Animal Hospital

• Initial Complaint

  09/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had our dogs boarded 9-3 to 9-10 and were told it was going to be $40 a night for both dogs together. Since they would be in the same room/run. I pick both dogs up today and we were charged $91 dollars a day. If I would have had any idea that it would have cost so much money I would have never done it. I am not a rich man and now I have this $880 dollar bill I have to pay. They lied to us about the nightly cost. Now I don't know if it was a mistake on a employees part or this was the actual price. Either way I feel completely taken advantage and literally feel like someone robbed me for $500 dollars. Looking through the reviews I noticed this happened to someone else before as well. To sum it up we were told it was going to be $300-$400 to keep them. And we were charged $880. They also charged us for 2 days extra. So they messed it up all the way around.

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/09/22) */ I received a message on 9/12/2022 that Mr ******** had called and was upset about his bill. His dogs, **** and *****, had boarded with us from 9/3 to 9/10. Both pets received baths, and ***** received a tech evaluation with a fecal exam to meet our health requirements for boarding while they were boarding. Upon speaking with Mr ******** on 9/12, I was unable to substantiate the claim that we charged him for 2 extra nights as he was charged for 7 nights of boarding and his pets stayed 7 nights. His boarding charges were not $880, the boarding charges were $637.00. The remaining charges of $243.28 are made up of $168.50, which covered the 2 baths and a tech evaluation with fecal that Mr ******** requested at drop off plus $74.78 in sales tax for the 7 nights of boarding. Additionally, I was unable to substantiate Mr ********'s claim that we misquoted him for the nightly boarding fees. Since Mr ******** could not recall the name of the staff member that allegedly quoted him, I spoke with all of our client service representatives. None of which were able to substantiate the misquote. Both **** and ***** weigh over 35 lbs. While it is not impossible that we made a misquote, it is unlikely as our least expensive option for boarding 1 dog in this weight range is $52 per night and not $40. Likewise the charge for 2 in 1 run is very clearly $91 per night and this information is easily accessed by all staff members. In conclusion, claims that cannot be proven by investigation are the most challenging. I cannot give a full refund for every unfounded claim. However, we certainly value the trust our clients place in us and we are aware that regardless of the cause, these types of misunderstandings hurt our relationship with the people and pets we are devoted to serving. Even though myself and my medical director found no evidence of wrongdoing on our part aside from the client's complaint we chose to offer a discount. I called and spoke with Mr ******** on 9/12 and offered to refund the boarding charges down to cost. Which would have taken his current charge of $637 down to $450 so he would have received a discount of $205 off of his boarding charges as we would have removed the associated sales tax as well. His claim is that we misquoted boarding charges and not the boarding plus the additional services he requested. However, I do not think that Mr ******** was happy with our quote as our call ended with him stating that he needed to speak with his fiance and me stating that I would follow up. My assumption is that he would like us to discount his total bill of 2 dogs boarding 7 nights, plus baths, and the evaluation to $300 to $400 which we do not find reasonable in this case. When I attempted to make the follow up call approximately 2 days later my call was sent to voicemail after 2 to 3 rings. I left a message that I was following up and how to reach me to which I have not had a response. No further correspondence has occurred between myself and Mr ********. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While on the phone with The owner he explained to me that they could've done a better job explaining the cost of a nightly stay. But in his explanation he states the claim was unfounded. He told me he would have a team meeting to address the problem to make sure it doesn't happen in the future. Seems to me like he knows it was a problem and itI needed to get it fixed. He then stated he would discount my bill which he has yet to do With two weeks worth of time to do so, but the biggest problem is the fact me and my fiancé were told around $40 a night for both dogs and then we proceeded to be charged more than double that each night. If every business ran like this they would be out of business in a heartbeat, you can't say this loaf of bread cost $10 and then go to the register and ring up $20, the customer won't buy the bread. This situation is different because we received a bill afterwards with no idea we were being charged $91 a night instead of somewhere around $40 a night. No one could even give me the nightly rate once I called about the issue. The lady answered the phone and told me it was $52 a night and then he quoted a completely different number. I have left a review and will never do business here again . If they get away with this I consider they stole my money and will contact my credit card company about the matter. I don't know what the *************** ****** can do about this but people need to know this information before boarding their dogs there. The same exact thing happened per their reviews on ****** to another customer as well . The bottom line is you can't tell someone The price is around 40 bucks a night and then proceed to charge a nightly rate that is more than double. It's wrong on every single level and I consider it a problem of their making which is either lack of training or lack of knowledge on the employees part. They can deny it all they want but me and my fiancé know the truth. And he keeps bringing up the bath and the other services, they actually explain that one right and I totally agree and wanted those services. Even at $45 a night the steak comes around $300-$330 tax included I was charged over $600 I find it degrading that he keeps bringing up the other services like I don't know the difference. I work hard for my money and I'm just not going to let someone steal over $300 from me. I had no other alternative leaving to report this business for either is lack of training and services or it's a mistake that cost me and my family this money.

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