ComplaintsforAspen Grove Bed & Breakfast Boarding Kennel, Inc.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was asking if 5 days were availible on thier web site to board my dog due to the phones not being awnsered,Had to fill out a online form with all infro including banking information. Looked a lot just for info and if the days were open. Turns out we did not go out of town and that day removed my banking info and emailed them to say thanks but services are not needed and would use them in the future. My wife check our account and 2 payments were made to them one for 25.00 and another for 150.00. I have asked them to return my money 3 time through emails, as in they will not awnser the phones and they say NO. no service rendered means no pay! Thank You for Your help in this matter: **** **********

  Business response

  10/15/2021

  Aspen Grove takes all reservation requests through our online system only. To reach that area of the website, you must twice click on an icon/link saying "Make a Reservation." Anyone reading what they are clicking would see this is a form to use for requesting a reservation. Clients email to check availability; this happens multiple times a day.On September 29 at 11:47am the **********s submitted a reservation request for the dates October 1st to October 5th. In submitting that request, they provided an electronic signature on two statements:1) I agree to allow a non-refundable deposit to be taken when the reservation is accepted. 2) I understand and accept the Aspen Grove cancellation policy and agree to abide by it. Their request was processed on September 29th at 6:10pm. They were sent an email with the subject line:Important Checklist for Confirmed Reservation 10/01/21 to 10/05/21 (*****)The body of the email said:Your reservation is now confirmed.Please read this email carefully and follow the checklist below. Having accurate information ensures we provide the best experience possible for you and your dog.1.     Determine which vaccination records are needed by visiting Vaccinations (Vaccination records must be received at least 7-days in advance to avoid additional charges.)2.     Confirm that the details of your reservation are correct by visiting My Reservations3.     Update your dog's Care File(s) giving close attention to Feeding Instructions and Medications by reviewing My Dogs4.     Pack Dry food in individually bagged meals - one bag for each dog for each meal5.     Bring Medications in the original vial/bottle labeled as to type and dosage6.     Revise or cancel this reservation at Reservations7.     Prepare to pay at check-in; cash, check or charge (VISA & MasterCard only).CREDIT CARDS MUST BE PRESENT TO BE USED.8.     First time guest? You'll need to be present at check-in or review and sign our boarding contract prior to arrival.9.     Learn What You Should Bring10.  Desire a Tour? Plan to come before the day of check-in. When do you offer Tours?On September 30th at 7:58am they emailed with a copy of our confirmation in the body of their email. Obviously they received it and saw that their reservation had been processed and could not be “removed”. We responded at 9:00am drawing their attention to the portion of the confirmation advising how to cancel the reservation (bullet #6). We also reminded them of the 72-hour cancellation policy. (A reservation must be cancelled with at least 72-hours' notice to avoid charges for the full time reserved.)We did not receive a reply, and in keeping with the cancellation policy they agreed to, charged for the time reserved.We have been exchanging emails this week regarding our policies and their agreement to abide by them. Those emails are available for review by the BBB. If desired, please let us know. 

  Customer response

  10/15/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The web site is very miss leading, I also gave notice that I would not be needing thier service,when they take 24 hrs to read a email,Not good business practice .I have be disabled for over 3 years and really dont have 175.00 to throw away  for services not recieved ! Please help with this  scammer of a business Regards, **** **********

  Customer response

  10/25/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** **********

  Business response

  10/25/2021

  Consumer notified BBB that the business has given him a refund.

*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. ↩