Business ProfileforFour Paw Sports Center

Trainers are great but their MO for customer service is to ignore the customer when there is a problem

There are always two sides to a story. As owner of Four Paw Sports Center, my review of the events dont accurately fit the description in this review. ******* purchased a package of 3 half-hour ******s in November of 2020, which expire one year after the date of purchase. She apparently had some personal issues, and used the first ****** in June of 2021. We then heard nothing from her for 16 months. On Monday 10/17/2022, at about 5:55 pm, ******* sent an email saying she had 2 private ******s remaining, and was there a trainer that could help her.At about 7:15 pm, our staff responded saying her credits were (long) expired, and asked if there were any extenuating circumstances. Shortly after, we received two separate emails from ******* outlining first what she perceived as our cancellations of appointments. This is not upheld by our records, or even the 2nd email she sent showing the conversation she had with the trainer. She stated we were shut down for covid for a little bit. She purchased her credits after we opened back up in June of 2020, and had just 1 day in November where we closed to clarify the instructions from our state. Our staff responded to her emails at 8:01 reviewing we had been open and since the credits were long expired with no communication we were not able to redeem her expired credits. We then received a third email at 8:24 on the night of the 17th with a lengthy description of issues she had in her personal life since her purchase of the credits.My staff forwarded me her email(s) and I saw them on the morning of the 18th. Due to some extenuating circumstances of my own regarding serious medical treatment, I did not get a chance to reply to my staffs forwarding of her messages.******* appears to believe that despite not hearing from her for 16 MONTHS, our response should happen immediately. There was no second attempt to contact us again, after 16 months of silence from her.At about 8 pm on Thursday (less than 3 days later) ******* posted 1-star reviews on both Yelp and ******* and I was notified of this BBB review. I have since responded to all the reviews, and have sent a refund check to ******* for 2/3rds of the purchase price of her package. As a business owner, it can be very frustrating when a client chooses to weaponize review sites such as these as a way to complain about an issue that was entirely in her control.I trust readers of this review and my response to be able to form their own opinion about the situation.

There are always two sides to a story. As owner of Four Paw Sports Center, my review of the events dont accurately fit the description in this review. ******* purchased a package of 3 half-hour ******s in November of 2020, which expire one year after the date of purchase. She apparently had some personal issues, and used the first ****** in June of 2021. We then heard nothing from her for 16 months. On Monday 10/17/2022, at about 5:55 pm, ******* sent an email saying she had 2 private ******s remaining, and was there a trainer that could help her.At about 7:15 pm, our staff responded saying her credits were (long) expired, and asked if there were any extenuating circumstances. Shortly after, we received two separate emails from ******* outlining first what she perceived as our cancellations of appointments. This is not upheld by our records, or even the 2nd email she sent showing the conversation she had with the trainer. She stated we were shut down for covid for a little bit. She purchased her credits after we opened back up in June of 2020, and had just 1 day in November where we closed to clarify the instructions from our state. Our staff responded to her emails at 8:01 reviewing we had been open and since the credits were long expired with no communication we were not able to redeem her expired credits. We then received a third email at 8:24 on the night of the 17th with a lengthy description of issues she had in her personal life since her purchase of the credits.My staff forwarded me her email(s) and I saw them on the morning of the 18th. Due to some extenuating circumstances of my own regarding serious medical treatment, I did not get a chance to reply to my staffs forwarding of her messages.******* appears to believe that despite not hearing from her for 16 MONTHS, our response should happen immediately. There was no second attempt to contact us again, after 16 months of silence from her.At about 8 pm on Thursday (less than 3 days later) ******* posted 1-star reviews on both Yelp and ******* and I was notified of this BBB review. I have since responded to all the reviews, and have sent a refund check to ******* for 2/3rds of the purchase price of her package. As a business owner, it can be very frustrating when a client chooses to weaponize review sites such as these as a way to complain about an issue that was entirely in her control.I trust readers of this review and my response to be able to form their own opinion about the situation.