Aspen Grove Bed & Breakfast Boarding Kennel, Inc.

Stay away from this facility! I don't mind that the owner is a lying dirt bag, but when I picked up my two dogs, one of my girls were bleeding internally and passing large amounts of blood through her urine! Nobody ever said a word!
The owner will also lie when you attempt to book your reservation so just beware. She will not let you know if your reservation is accepted until the the day before your requested boarding date, so you will not have time to make other arrangements if need be, but will charge you for boarding if you have to postpone your plans due to her procrastination. She will also lie and tell you she had to turn away other animals because she reserved your dogs place, when in fact I had a friend call for reservations during the same time and there was plenty of room! The bh is crooked and the establishment is poor.
They put all their efforts into the appearance of the building so ... don't let this fool you pet lovers. Your animals are not safe here!

Review: I emailed Aspen Grove on July 9th to request more infomration regarding their pricing. After no response all day, I called and left a message. After still no response I tried booking a reservation online. The reservation form asked for credit card information - The system would not allow me to continue without filling out that information. I was not sure if it was encrypted or not so I filled in zeros' for that information. In the comments section I requested a call back to answer questions about my pets stay. I got an email back today again, requesting credit card information prior to any of my quetions being answered. I explained my concerns to the owner and she denied me services because I was concerned and asking too many questions and not providing my credit card information. I thanked the owner for the opportunity and explained that I was dissapointed in the service that I recieved from her. She then proceeded to accuse me of not having my pets registered. The owner was very rude. I do not believe that it is legal to deny services based on someone asking questions.Desired Settlement: I would like a formal letter, apoligizing for the behavior that I experienced.

Business

Response:

Aspen Grove is an upscale Lodging and Day Care facility for dogs. We are now in our 15th year of operation and since 2001 have structured our business so all reservations are made online. Clients appreciate the expediency of booking dates at their convenience and we are able to spend more time with the guests in our care and those checking in and out. New clients register their dogs with us on our website thereby creating a client file that allows them to easily book future reservations. Phone messages come to us via email with attached WAV files - a review of our calls for the week in question show no messages left by the complainant nor did we receive any emails from her. Our first contact was an incomplete online reservation form. The form she submitted was missing the credit card information for the required deposit, she had registered only one of the two dogs she wanted to board, and she'd requested checkout on a day our office is closed. Through subsequent emails it became clear the complainant did not want to use the online system and was not satisfied our processes so we suggested she consider an alternate facility that would better meet her needs. She was most certainly NOT refused service for asking questions or seeking information. We want our owners to be informed of all aspects of our business which is one of the reasons we offer tours with no appointment needed. I asked for an opportunity to answer any questions she had and was told all she needed to know was the cost. It was explained that a cost could not be provided since she had not registered the second dog or provided a valid checkout date. (Our rates for multiple dogs allow for discounts based on rooming arrangements and feeding instructions so the registration of the second dog was essential to calculating costs.) From the wording of her complaint I believe she misunderstood our use of the word "registered". It appears she thought I meant licensed with the city/county as opposed to registered on our website. When I tried to explain she said I was "hateful" and she was tired of me making excuses for my "less than mediocre business practices" - communication was, in effect. shut down. While I'm certain all the misunderstandings could have been avoided had the complainant chosen to come tour our facilities, we are sorry for the confusion on her part and regret she did not feel comfortable using our business systems to register her dogs for lodging in our care. If I can provide clarification or additional information, please let me know. Sincerely, Donna L. Tipton