ComplaintsforBest Little Hound House in Texas
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Complaint Details
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Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I filled out paperwork online to bring my dog for training. Nothing was mentioned each time I spoke with them about wearing a mask. I got to the location to drop my dog off. They would not let me in the building without a mask on. They tried to speak to me they the door without opening it & the traffic on hwy 80 is so strong I could not hear them. They finally opened the door a crack to speak to me. I asked for my money back. They would not give it to me. I am not willing to wear a mask as my American right. Had I had to sign a consent that I would wear a mask I would not be here. I am seeking g to get my $750 back. I’m not willing to leave my dog somewhere that was so rude to me for fear they would be rude and mean to her. I just want my money back and all will be fine.Business response
03/07/2022
Our facility makes every good faith effort to communicate our mask policy, verbally as well as publicly posting our required mask policy via our ****** page and ******** page in addition to on our front door. The complainant digitally signed a service agreement, prior to any payments made to do business with our facility, agreeing to comply with our facility Terms and Conditions. Payment for services are required prior to securing a start date on our training schedule. Per our facility policy to receive a refund, any cancelation or change must happen 7 days prior to the date of scheduled services are to start. Our facility did deny entry to complainant as they would not abide by facility safety policies. Complainant was offered a mask through the door, in addition to being offered accommodation for the client in any of our outdoor spaces when visiting and conducting training in the outdoor spaces at our facility. The complainant was shown respect and spoken to kindly and policies were calmly explained. To which the complainant then requested a refund. The above mentioned policies regarding refunds were calmly explained.Business response
03/15/2022
No violations were made by our facility. Our facility acted in good faith to conduct business safely in accordance with our safety and security policies. We do however reserve the right to refuse service to anyone. However in this case the complainant was asked to simply follow our posted safety polices, rather than comply with our terms, they decided to ask for a refund outside the given window per the agreement they signed. Our facility polices are posted publicly in all efforts to operate with full disclosure. The complainant refused to follow our facility policies and does not meet our canalization terms of receiving a refund. Please see previously attached documentation as well as further documents attached here.Customer response
03/16/2022
Complaint: ********
I am rejecting this response because: I totally get the fact they have guidelines. However, it was never told to me that I was required to wear a mask. Most businesses that have that posted on their doors now days, only suggest it but do not enforce it. That being said, the medical condition I have does not allow me to wear a mask. Again, no form was signed regarding this. I did not see it posted on the website either. By law, when one has a medical condition you can not enforce the mask policy. Plus, the owner can not legally ask me if I’m vaccinated, that’s against HIPPA, which he did ask. The other issue is the owner & his staff treated me as tho I had the plague, they spoke to me thru a glass door, all while cars are running up & down 80. I could not hear them and I surely could not read lips when they were not seen. I understand that a full refund may or may not be acceptable, but at least 1/2 should be. I took off work in order to bring my dog there which took time away. The way he spoke to me was uncalled for and extremely rude. I will never recommend this place. It’s also a proven fact the mask actually are more harmful than good.
Sincerely,
K**** H***
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.