Business ProfileforThe Ark Pet Spa & Hotel

I have been trying to get a refund for a package of playdays that I purchased in May 2020. The cost of these 20 days is $352.00. I am due a full refund for this package since I haven't used any of these days. The manager told me on October 12, 2021 that it would be posted within 24 hours. On October 20, 2021 I called to inquire about it. I was told on that day that it would be posted and to give it 24 - 48 hours. On October 22, 2021, I called to speak to the manager and was told he would call me back. I also dropped by to speak to him and he wasn't available but the receptionist said he knew about my call and would call me back that day. Today is October 25, 2021 and I have yet to hear back from him On Friday I reached out to the Franchise office and spoke to Director of Operations. She told me that she would get it processed that day and email and let me know it was taken care of. What she refunded was $22.00 which was the invoice for my dogs daycare for October 12, 2021. I had used the same Visa to pay for both of these charges yet she said they are having problems because of the Visa. I was also told in a text message from the Director of Operations that it was illegal for them to refund a debit card or to write me a check. (FYI The manager at my bank said he had never heard of that.) I have been told by the Director of Operations not to contact her by text anymore. I do not want to use them because a dog attached my dog at The Ark in Hixson and they said the dog was put in "time out". I asked why they let an aggressive dog stay and was told "oh, he isn't aggressive, he hasn't done that in a long time". Then on October 12, 2021, I took my dog to The Ark in Red Bank and when I went to pick him up they brought the wrong dog to me!

Hello ****,

We have refunded you in full via check, and you can expect this to reach your home address by the end of next week. We do apologize for any miscommunication on either end in regards to this instance. In regards to the dog attack, we take these things very seriously and understand your concerns. Our crew is taught to help prevent and break up this behavior, and we will continue to address it with the team and improve upon it. We will address the communication/dog identification breakdown with the dog mixup as well. We have systems in place to reduce this and constantly refresh our crew training. If you have any additional concerns, you can reach out to our Operations team at (855) 611-PETS. Thank you and have a great day.

Best,
The Ark Crew