ComplaintsforPet Palace Enterprises, LLC
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Complaint Details
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Initial Complaint
09/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On September 6th I booked a boarding appointment for 9/ 8 /22 and a day care appointment for 9/9/22 (to be done back to back since I know I would not be able to pick up my dog before check out time at noon, and that I needed to pick her up at 5:00 PM). I received confirmation on both appointment on 9/6/22. When I arrived on 9/8/22 to drop off my dog, I was told by the person checking us in that they would not honor the daycare appointment I made for the following day and if I wanted to have my dog stay past the noon check out time that I would be charged for a full night of boarding even if I picked her up at 5:00 PM. I asked that a manager call me to discuss this since I had received confirmation for both boarding and daycare and did not understand why they could not accommodate this. I never received any call back and was charge two boarding days/night when I picked up my dog. The cost difference is only $10 but I believe this was a "bait and switch" and they should honor the pricing since they confirmed the both appointment in advance. It is a matter of principle and good customer service. Over the past 6 months I have done over $1000 worth of business with this company and have had other issues. One is that they gave me the wrong dog once when I went to pick up my dog. The other was I book a two week long boarding appointment in advance (two months), they had a price increase in the daily rate and I was never informed before I arrived for my appointment and was charged the higher rate, despite having a confirmation.Business response
09/23/2022
*******,
Thank you for speaking with me via phone. We would be happy to reimburse you the $10 difference and apologize for any miscommunication that occurred regarding our daycare and boarding policy. We work extremely hard to meet the needs of all our clients and always appreciate the feedback. We will dig into your concerns mentioned above and address them internally. Please let me know if there is anything else we can do for you. Thank you!Customer response
09/23/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
07/13/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We dropped off our 4 dogs on June 24th to be boarded until the 29th. We had special instructions written down due to the health of 2 of our dogs. After an hour of being there they ignored what we told them and our dog ended up in the hospital. In the end 48 hours later we had to make the decision to put her down. Corporate office was very rude and was not willing to help at all with our hospital cost. We paid 3500 to the hospital and came home with our animal that was barely 3 years old in a box. We were trying to quietly take care of it with them but she was not nice and then even ended up hanging up on us. They have not reached out since and we’ve been taking our dogs there for year!Business response
07/17/2021
Pet Palace reached out to this client numerous times with no returned call. We have cared for their 4 Pitbulls several times and always provide top notch care. During the recent stay, one of their dogs became aggressive and would not allow us in the run to bring them inside. Pet Palace immediately contacted the clients and asked them to come back to help separate their 2 dogs. In the meantime, one of our employees separated their 2 dogs and was attacked by one of them. This employee required medical care and significant expenses will be incurred.Customer response
07/19/2021
*** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** ********** ********
I am rejecting this response because: they didn’t even respond to the death of our dog. And that is clearly not a dog bite! Manager told us the employee fell on the fence and that is what that wound is from. Unbelievable to put that on my dog That shows how they treat their clients.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.