ComplaintsforThe Urban Dog Dog Daycare

• Initial Complaint

  23/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Jan 23 2023 my wife went to use a daycare stay pass that was included in a action pack that this company supposedly "donated" to the Burn Treatment Society. We donated few hundred dollars to this charity and received numerous action packs. I asked the urban dog about using the stay coupons and they told me I could use them periodically just not all at once. So my wife dropped of our dog today and when she went to pick up our dog they denied their coupon saying we've used one of each before. It takes a certain kind of poor excuse of a business to pretend to donate to a good cause just to look good to the public and then won't honor their "donation".

  Business response

  01/02/2023

  To whom it may concern:
  

  I was first made aware of Mr *******'s issue via a google review. After I read the review I phoned the number on their file to discuss the google review he had left. His wife answered, I introduced myself and asked to speak with *****. I asked if he was her husband and she replied "No, I don't know anyone by that name". So I further explained about seeing the review, what it was about, that I would really like to speak with him and she replied "he's not home". When I said, I'd really like to speak with him before I respond to the review, she said "I can't help you with that".  So I then responded to his review. Then I rec'd an email from yourselves asking for a response.  I'm not sure why, at the beginning of all of this ***** didn't just call and ask for the owner of the company (or why his wife would block access to him when I reached out) and discuss this matter like an adult, instead of being a keyboard (bully) warrior that so many have taken to being in today's day and age. 
  
  In the review he alleged that he had spoken with my staff (not myself, the owner - but with my staff) to get permission to use numerous coupons that he purchased at an event. My staff know that 1) I am the only one that approves anything like that - they are not authorized to make those types of decisions; and 2) that we only accept one coupon per person per calendar year.  When my staff member explained this to his wife, instead of contacting us/me directly, he chose to go to google.  As I mentioned in my response to him on the google review, a much better approach would have been for him to call us to discuss, as it would have been our pleasure to work something out with him. After all of this immature nonsense and the vile things he put in his review, I want nothing more to do with them.   
  

  Customer response

  08/02/2023

  
  Complaint: 18885658
  
  I am rejecting this response because:
  
  

   

  First off I would like to point out that they called from a private number and did not introduce themselves right away, only after asking questions did they introduce themselves as being from the Urban Dog. Second, I am listed as the emergency contact, they have my number so after reading the review they should have contacted me, not go through my wife to get to me, or have her ask me to take my review down.

  Third, leaving a review based on the service recieved is natural for anyone. The fact that they do not want a negative review posted to reflect poor service given, and want to deal with it privately would not have made a difference.

  Fourth, it was a single daycare voucher that was denied, not multiple, and the first one used this year. 

  Fifth, there is no disclaimer on the voucher that states the use of only one per year. We have not had any issues with other vender vouchers sold in the voucher packs, there is no ambiguity with their disclaimers, they clearly state "first time" or "per calendar year".

  Sincerely,
  
  *********** *******

*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. ↩