Complaints

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:01/07/2025

  Type:Order 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.

  Terrible Experience I am extremely disappointed with the unprofessionalism, lack of accountability, and overall negligence shown by Fetch. I planned an event for December 14, 2024, and was in contact with both the manager and the event coordinator for over two months. Despite repeated in-person visits, text messages, and emails requesting a contract and confirmation, I was continuously assured that the event is definitely happening. The event coordinator failed to provide the necessary contract or payment details, and on the day of the event, they canceled without any notice. To make matters worse, when I confronted them, the coordinator blatantly lied and claimed to have no knowledge of my event. This directly contradicted months of communication, including emails and text messages where they acknowledged the event. Fetchs negligence and lack of communication cost me hundreds of dollars in decorations, marketing, goodie bags, and treat-makingnot to mention the labor and gas expenses incurred by my vendors. Even worse, they continue to ignore my attempts to address the issue, acting as if this situation never happened. Beyond the unprofessionalism, Fetchs disregard for basic safety measures makes it a dangerous environment for both humans and animals. Their staffs inability to maintain proper communication and organization could lead to harmful situations in a venue where pets and people are supposed to coexist. With the lack of attention to detail Ive experienced, I wouldnt trust Fetch to ensure the safety or well-being of anyone, especially animals. Fetchs blatant disregard for their customers time, money, and safety is appalling. If you value professionalism, accountability, and a safe space for yourself and your pets, I strongly advise you to avoid Fetch. Their inability to take responsibility for their mistakes and address these concerns speaks volumes about how poorly they operate. I am not the only customer thats said this. Look at the reviews.

• Initial Complaint

  Date:12/21/2022

  Type:Product 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.

  On July 30, 2022, I paid $299.48 (tax included) for a one-year membership to Fetch Park - a local dog park. Fetch Park publishes a 3-strike rule on its website and its membership contract. On November 26, 2022, my dog was involved in an altercation with another dog. An employee asked for my contact information and informed me that the camera footage would be reviewed and that I would receive a phone call with an update. The employee further mentioned that my dog has a clean record and this incident would potentially be a first strike, if anything at all. It is worth noting that no animals or people were injured during the incident.About an hour later, I received an email from a Fetch Park employee informing me that my dog had been banned from the park. I followed-up with clarifying questions but never received a response. Altogether, I made three attempts to contact the business via email and never received a response.Due to the business' failure to abide by their own policy, in additional to their lack of communication, I am seeking a refund for the unamortized portion of my one-year membership. The unamortized portion is November 27, 2022 through July 29, 2023, which is 245 days or 67% of the year. This equates to a refund of $201.02 (taxes included).The business does not post contact information on their website, but I am attaching the email I received from the business. The owner is *********************** ************************************* They also have an email address called *********************************** but I am unsure if it is monitored for incoming messages.

  Business Response

  Date: 12/30/2022

  Fetch Park is a social hub and off leash dog park.  Fetch Park offers a full bar, community events and outdoor TVs where members can watch sporting events. At Fetch Park safety is of paramount importance. There are strict entry requirements for dogs and those visiting Fetch Park must create an account for their dog(s).  The account tracks their dog's vaccination records and upon creating a new account the member signs a waiver attesting that their dog is friendly and social and can maintain itself in this environment. Fetch Park also employes Woof Wardens, who are trained in dog behavior and mitigation techniques, their main focus is to maintain safe play amongst the dogs in the park.  There is a three strike policy for dogs and humans who exhibit unsafe behavior but depending on the severity of the behavior and an understanding of the totality of the situation a result of an immediate ban can occur. 

  On November 26th, *************************** dog ****** was involved in an altercation. As per protocol **************** was asked to leave with ****** and advised that video of the incident will be reviewed and she will be notified of a determination of action.  The incident with ****** occurred on November 26th at 10:01am, *****, the manager at that location, sent **************** an email nearly two hours after the incident (11:56am) that described ******** behavior during the incident and indicated that type of behavior is not conducive to the environment at Fetch Park and therefore a ban is warranted.  **************** responded back to that email at 12:15pm with questions regarding our policy. On November 28th **************** requested a reply at 6:56pm and ***** responded back on November 29th at 8:42am with answers to her questions. On December 8th **************** sent another email requesting a follow-up, ***** responded on December 9th at 6:56am clarifying the three strike and ban policy. Also in the email is an excerpt from the waiver **************** signed that in part reads: "If the Staff asks Participant to leave the Dog Par or the Participant's dog's membership is suspended or revoked due to the Participant's dog's behavior, Participant shall not receive a refund of the day pass or membership as the case may be. 

  As illustrated above Fetch Park has responded to **************** and the email thread is attached. **************** also signed a waiver, her signed ****** is attached thus nullifying her complaint as evidence shows direct contrast to the narrative within her complaint.