ComplaintsforTipton Pet Hotel, LLC

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi guys- crazy situation happened to me over the weekend. I boarded my dogs at Tipton Pet Hotel here in *******. When I dropped my dogs I stated we were going to be gone for 2 nights and that both of my dogs needed to be bathed. Sunday comes around & I needed to pick up my dogs, they closed at 6, so therefore we had a friend get the dogs and we paid over the phone. I was fustrated because they were being very rude about the situation and not being friendly that they did not bathe my dogs and were not being helpful that we were going to be late to pick them up, thats why we had to get someone else to do it. My boyfriend and I split up the payment and so we put half on one card half on another card. First card was great, then the man couldnt understand what I was saying and kept messing up my card number so told me to call tomorrow to pay. Which was fine. So i left a ****** review saying they had awful costumer service. While I was reading the ****** reviews I saw that dogs do not get treated well & one came back with scars & another dog passed away while being there. While being in class this morning, this is the nasty voicemail I received. After the man told me to call tomorrow to pay the rest all because HE failed to understand my card number over the phone.Just wanted to let yall know this place is awful & this is how they treat costumers. Its really sad His name is ***********Basically I was unhappy because of the way that they were treating ******************* got this in return I have a video of the whole voicemail but I am unable to upload it!

  Business response

  04/06/2023

  Thank you Better Business Bureau, for allowing us to respond to **************************' maliciously hateful and slanderous review that was clearly intended to cause financial and reputational harm to our business as well as emotional and mental distress to its employees. The letter you received from her sounds friendly and patient. However her anger and vitriol towards my employee Sunday afternoon and the hateful and slanderous review she left; literally minutes after her friend left with her pets, tells a completely different story. To begin with, Sunday was Palm Sunday and my employee and myself had previous arrangements to be with our families. ************************** called to ask if we would stay late because she was unsure when she would be arriving but really wanted to see her dogs. When my employee informed her we were unable to stay because of family commitments, her demeanor changed completely. When she dropped her pets off for the weekend, we were absolutely wonderful and her pets just love staying there. But now, wanting to be with our families, instead of waiting on her till who knows when, we now have awful customer service and do not properly care for the pets in our care. She hung up the phone. Shortly she called back and informed my employee that a friend would pick up and she wanted to pay over the phone. Her card did not work. her friend arrived and called her about the payment, she gave me 4-5 different numbers only one worked for half the amount. After multiple attempts I told her she could the next day and pay the rest.  I informed her multiple times of the noise level and poor connection which was making it hard to hear. My response was a little over zealous, but her review was maliciously hateful and slanderous and clearly intended to cause irreparable damage, as well as the continued harassment we've endured from her and her sorority sisters through 1 star reviews over the past few days.

*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. ↩