Complaints

This profile includes complaints for Scenthound, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Scenthound, LLC. has 3 locations, listed below.

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  Scenthound, LLC.

  1070 E Indiantown Rd Ste 300 Jupiter, FL 33477-5149

• 

  Scenthound, LLC.

  1095 Jupiter Park Dr # 9 Jupiter, FL 33458-8972

• 

  Scenthound, LLC.

  711 Village Blvd # 209 West Palm Beach, FL 33409-1932

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ************ location of this business (address ***************************************************) is actively participating in animal abuse. The owners are having people with no training and no experience shave dogs and doing so in ways that are incredibly unsafe. They constantly ignore safety rules and put dogs in danger every single day. They are using shears on matting which is incredibly dangerous, as they are likely to cut the dog. They bathe dogs with open wounds. They bathe matting, they put brachycephalic breeds and senior dogs in the kennel dryer, they let dogs run free without a leash when there are other dogs outside of the kennel. One of the owners has frequently brought his toddler into the facility with him and allowed him to run around and scream, stressing the dogs and putting not only the dogs but also himself in danger. They have repeatedly accepted dogs without valid rabies vaccines, putting both employees and other dogs in danger. This has to stop.

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not want services from your company. I requested to cancel, but they are stating I have to be charged for one more month regardless. I paid and used what I had on banked, and put my account on pause until December 15th, 2024. I am canceling with more than 30 days before I would be billed in December. I don't want to come back nor use your services ever again. The manger won't cancel the membership. She is requiring me to do another month before she will cancel my membership. It's more than in advance 30 days, and I want cancel.

  Business Response

  Date: 10/28/2024

  Thank you for reaching out, and we apologize for any confusion. To clarify, on June 17, 2024, you requested to pause your membership until December 15, 2024, and we fulfilled that request. On October 2, 2024, we received your request to cancel your membership. Per our membership agreement, all memberships require a 30-day cancellation notice. This notice period does not include the paused time, which is why a final month's charge was applied, and your membership was set to end on November 2. We understand this may be frustrating and genuinely appreciate your feedback, as it helps us enhance our communication moving forward.

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2023, I took my dog for the first time to ScentHound located in ****, *******. I do not buy services in the form of memberships, which charge you regardless of whether you use the service. Therefore, before agreeing to the service, I asked the ScentHound attendant if there was any cancellation procedure. I was informed that I would not have to cancel or be charged if I did not take my dog anymore. Also, I did not sign or was shown any document or brochure informing me that it was a membership and I had to cancel, although I specifically asked. Therefore, I stopped taking my dog there (January of 2024) and did not worry about my card being charged.This month (May 24), I found out that Scenthound was still charging my card. I called on May 7th, talked to the attendant, explained the whole situation, and requested a refund for the months of February, March, April, and May. The attendant said she would call or have the owner call me back the same day.May 8th went by, and I got no calls.On May the 9th, I called again as I had no return; the attendant said she would "cancel" my membership (which I was told I did not have to do) and refund May. I said that would not work for me and wanted a full refund. She said somebody would call me back the same day. Nobody called me back.On May 10th, I called again, and the attendant said that she didnt know what the owners were going to do, she did not have an answer for me, and she also could not answer if the owners were going to call me back. I am tired of waiting and being disrespected. The owner never calls me back and keeps having an attendant handle me, who has no autonomy to solve this matter.I understand that this staff was not trained or prepared to inform the client about all the liabilities in this membership; I was not even told it was a membership. The last time I called (May 10th), I asked the attendant to send me the proof that I had signed or had given any consent that I was getting into a membership; she said they did not have it but that it was "implied" that it was a membership as my card was on file. My card is on file in several places: veterinary clinic, medical doctor, etc. It does not mean that they are allowed to charge me every month. A genuinely organized and ethical business would inform its clients, before any services are provided, about all the implications of getting into a membership service before the client gives them their credit card. A concerned owner would immediately return to their clients to solve this matter in the most friendly and beneficial way possible. It is clear that we are dealing with an owner who, instead of concentrating on the client, places an inexperienced and power-limited attendant to handle her business challenges. I then requested that this company refund me for the months of February, March, April, and May.

  Business Response

  Date: 05/13/2024

  Good Morning,

  We apologize for the miscommunication regarding the membership fees that you have been charged each month.  We have shared the feedback with our local franchise team at the Orlando **** location to ensure that membership waivers are reviewed and made clear to each member.  We understand that their was miscommunication and therefore we have gone ahead and refunded all of your membership fees from February - May 2024.  

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My two dogs were scheduled on March 4th, 2023 at 3:30 to have their nails trimmed. I am now without one of my dogs who was injured somehow ? at the Jupiter Chasewood location when he was taken to the back room to have his nails trimmed and hair trimmed on his feet. He was a long haired dachshund.My daughter and I heard his brother ******...... my other dachshund who was being serviced scream and we went directly through the door and observed three people holding him down with a cover over his head. We immediately told them to stop and let him go. We were so upset we did not even check on *** our other dachshund who was in the back on a table. When ****** brought *** out he was traumatized and quite agitated. After leaving your business we stopped for ice cream and noticed *** would hardly get up from the car. On Sunday *** could not walk very well and could not jump on to his chair which he always did. We took him immediately to the Jupiter Pet Emergency on ************ in *******. The doctor referred ** to the southeast ******************************* was obviously injured very badly. On Tuesday March 7th we went to *************************************, DVM Veterinary Neurologist. After a consultation it was terrible news. *** had a 50/50 chance of coming through surgery for his damaged disks. He was paralyzed. He would have to live paralyzed with a diaper and care would be 24/7.He had just been to the doctor and had a full examination. He never had back problems in all of the six years I had him. I am devastated at the loss of my dog. I feel whoever serviced him had no idea what they were doing especially when picking up the breed dachshund. Are these groomers certified and trained? It seems to me that three people holding down a 20lb dog with face covered is not the way to trim nails. Thank God my other dog ****** is OK.Except for the loss of his brother.

  Business Response

  Date: 03/30/2023

  Hi *******, we are deeply saddened to hear about the loss of your beloved dog, ***. We are a team of dedicated dog lovers who spend our days advocating for dog wellness and educating dog parents on the importance of routine care to keep their dogs comfortable and healthy. Safety is our number one priority, and we take the trust our customers place in us very seriously. We genuinely care about every dog in our care and have gone to great lengths to investigate your concern. Accidents do occasionally happen, and when we are at fault, we take full responsibility and do whatever we can to make things right. However, in this case, we reviewed the case closely and found our staff followed the appropriate safety protocols in providing services for ***, and there was no evidence that his injury occurred in our care. Our management team has repeatedly tried to reach you to discuss this matter. We want to address your concerns; please call us back at the number we left or email us at ********************************* Again, please accept our deepest sympathy and condolences. Our hearts go out to you and your family during this difficult time.

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called several times beginning in October to cancel my membership. Everytime I called, I was unable to reach a manager and was told that the membership would be cancelled, yet the following month they continued to charge my credit card. This went on for three months until finally in January they did cancel my membership. I was charged a total of $150 after attempting to cancel the membership and was told a manager would contact me to discuss reimbursing me for the charges, yet I never heard from them.

  Business Response

  Date: 01/30/2023

  I have spoken with **************** today, 1/30/23, and explained that we have refunded her three months of membership fees as requested.  She was very happy with the outcome. It was credited to her credit card and will be 3-5 business days from 1/27/23 when the refund was entered. It seems that there was a computer glitch that caused the additional charges to her, despite her cancellation of membership. We apologize for any and all convenience. Thank you, ****************************************** Manager Scenthound

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************