Camp Bow Wow Stoneoak

Complaint: [redacted] I am rejecting this response because: There was a verbal quote of $If I was quoted a price of $originally, I would have never agreed to boarding my dog at Camp Bow WowThere are multiple places and dog sitters offering $a day on [redacted] I could have even paid a high school student $to dog sit The manager offered a reduced cost day package, which should have been done in the first place for a day stayThey are just trying to get extra money from customersCamp Bow Wow needs to provide written quotes to all their customersThis place has the bait and switch act down pat Regards, [redacted]

I apologize for your confusionAgain, our prices are located on the website and on our lobby deskWe have never had this happen before at any of our locations so no, this is not a bait and switchAttached please find the webpage to our pricing for the *** *** location - ***Your account with Camp Bow Wow San Antonio and Austin was closed last week. Our services were provided for the entire stay and it is what every other pup's owners pay so again, I will not credit money to you based upon your verbal understanding of a quote. I am sorry this is not the response you want

Thank you very much. I am the *** *** of both San Antonio and AustinWe have never had a nightly rate of $in the years we have been openI spoke with the client on the day of checkout and told her this. We have a day package equaling $I told her that I would give
her that rate for days which she acceptedOur pricing is listed on our lobby desks as well as on our website. Our prices are very comparable to other doggie daycares, all ranging between $and $per nightWe charge based on feeding, housing, clean up, and play time. I asked the client for proof of that quote, even if written down by her in the presence of our manager, who later told me that she had quoted her our ten day package to save money on the stay (10% discount)We always encourage people to buy the day package as it does save $per nightPlease note that our daycare rate is $per day so it is impossible that anyone would ever quote her a lesser price for a greater serviceI apologized for the confusion but we are transparent with our pricing, again it is available in our lobby and to the public through our website. Again, I made an exception on the price and will not refund any monies for the services rendered during the staySincerely, *** ***

We greatly appreciate the feedback from your experience while using *** *** *** *** *** policies haven't changed over the last years; however, procedures do change and get fine-tuned whenever the organization finds the need to do so for a myriad of reasonsIn this specific case, daily
procedures and routines had been changed pertaining to cleaning our sleeping areas as part of our overall cleaning timeline and processWe always attempt to accommodate all our customers and their needs whenever possible which is reflected through our wonderful customer loyaltyIn addition, our goal is to provide a clean, safe and consistent environment for allAs indicated, procedural changes were made to provide this consistencyTimes for specific duties and daily requirements to be accomplished were modified to provide this desired consistency and customer expectationWhile it was noted at the time of first contact regarding this situation that there was dissatisfaction, explanation was provided as to the procedural changeIn general, pups spend much of their time at *** *** *** socializing with other pups outside of their sleeping areaAs part of our strive for consistency and customer experience, we do not charge extra for the supervised play timeThe charge for overnight stay is for that precisely, overnight stay in one of our suites or cabins with the expectation that pups do spend time outside the overnight accommodationWe are saddened that we have a loyal client unhappy with our service performance and the last thing we want to hear is that a loyal client does not intend on returning to our facilityHowever, we have procedures in place to help us meet the many expectations of all customersWe sincerely believe that all staff engaged during this stay maintained their professionalism throughout all discussions but certainly understand that impressions, comments, body language, personality and the Eke can appear to be quite different The customer's experience has been discussed with location staff as we do try to learn from every customer interactionWe do apologize if the perception to explain procedures were taken as insincere or rudeWe stand by our policies benefiting the pets in our care and the staff who care for them***
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Complaint: [redacted]
I am rejecting this response because:  I understood when I agreed to pay $118.00 a day, that my 3 dogs would remain in their suite until I picked them up. My dogs are like my children, and I would never agree to pay for a suite if they were going to be downgraded to a crate 9 hours before their scheduled pick up. I pay the extra suite charge so that I can see my dogs at all times.This was not the first time that [redacted] has made an error in trying to downgrade my dogs to a cabin(crate). The lukewarm response of the owner confirms my original observation that [redacted]  does not careabout their customers. I was also told by the [redacted] director that if you complain about your dogs' care, that [redacted]  labels you a problem customer, putting negative comments in your account, whichwould explain the rudeness of the new girl that checked me and my dogs in last June. instead of training their employees to do their job right.  I feel like I have been ripped off and disrespectedby [redacted], and the  failure of the owner to give me a credit for the downgrade, confirms why I would never feel safe leaving my dogs at [redacted]!! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There was a verbal quote of $380. If I was quoted a price of $640 originally, I would have never agreed to boarding my dog at Camp Bow Wow. There are multiple places and dog sitters offering $25 a day on [redacted]. I could have even paid a high school student $300 to dog sit.  The manager offered a reduced cost 10 day package, which should have been done in the first place for a 15 day stay. They are just trying to get extra money from customers. Camp Bow Wow needs to provide written quotes to all their customers. This place has the bait and switch act down pat.
Regards,
[redacted]