Country Pet Hideaway

I would like to thank you for providing me with an updated response from Country Pet Hideaway Kennel, although I am disappointed by the response I believe that the simple remedy to my concern would have been to refund my over payment of $and apologize to me I fully understand that Country Pet Hideaway Kennel may have a long history of business experience and that no one before me has raised the need to advertise and be crystal clear on their billing procedures I wrote the Revdex.com because Country Pet Hideaway gave me no choice More importantly, having made that statement, I need to state for the record that there is no need for Country Pet Hideaway to include in their response remarks about what I was thinking, that I was not listening or who I am as a human being Furthermore, for the record, I am the sole owner of [redacted] Country Pet Hideaway needs to have their billing practice/charges on the signed agreement They do not Country Pet Hideaway also needs to detail their charges on the website as well (although it is absolutely necessary on the signed agreement and not necessarily on their website) On their website they state that they charge $per day, but neglect to state what a “day” is to them Why would I think that if I drop off my dog in the evening and pick him up in the evening it would incur an additional day? If I knew this to be the case, then I would not have reason to complain In brief, I would like to reiterate to Country Pet Hideaway the need to document and advertise in a concrete manner how they charge for boarding And, although I am not complaining about the cancellation fee from December 2015, the cancellation fees should be on the agreement signed by the pet owner I reiterate for the record that the final time [redacted] was dropped off to Country Pet Hideaway, he was dropped off by my son during the pm pick up/drop off time on 1/3/ I arranged for pick up either on 1/6/pm pick up or possibly 1/7/ am pick up (depending on traffic conditions) I rushed to pick [redacted] up in the pm of 1/6/so I wouldn’t incur an additional day’s charge I was able to get there by exactly 7pm The employee that greeted me informed me I owed $for days I questioned this charge because [redacted] was only there days She agreed but couldn’t understand why the charge was for days ($100) instead of ($75) She made several attempts to contact the owner while I waited for the matter to be resolved which was difficult after driving miles Finally the owner, [redacted] came to explain the bill to me She stated that I would be billed for days instead of because they operate like a hotel It was at this point in time, that I could not continue to listen to an explanation that simply did not make sense In light of the fact that her own staff told me that she did not understand the billing and why I was being billed for days instead of because it did not make sense to her either I expressed my dissatisfaction at this time and I informed them that I was done and would not be returning to Country Pet Hideaway anymore I thank you in advance for listening to me as I share my experience and allowing me the privilege to voice my concern freely as an American citizen and consumer Regards, [redacted]

January 21, 2016Dear [redacted] : Please be advised I represent [redacted] and Country Pet Hideaway in reference to a complaint made by [redacted] , ID No [redacted] .I have reviewed the complaint, MsB***'s response, [redacted] 's reply to the responseEnclosed is a three (3) page written response from Randy B [redacted] and two (2) pages of business records from Country Pet Hideaway pertaining to the pet at issue, which apparently is owned my [redacted] 's son per the documentsThis is our final response to the complaint and all information provided up to this pointIt appears that Country Pet Hideaway clearly followed its regular and reasonable business practicesIn fact, [redacted] was a prior customer who was familiar with these practices and signed a contract (enclosed herewith), which demonstrates that [redacted] had herpet at that business on four prior occasions to the date at issue and was billed in the very same mannerSimply because [redacted] disagrees with the billing practices of the kennel for boarding of pets after four (4) prior visits without complaint, does not mean that she is entitled to any relief on her complaintFurther, the business acted in a consistent and reputable manner with handling the billing for [redacted] as it does for any other clientWith regard to the Revdex.com policy of posting the customer's complaint and response on the public website, we object to the posting of this customer's complaint in that it is clearly unjustified, unreasonable, and merely an attempt to damage the reputation of the business without substance or supportWe believe that the Revdex.com policy should prohibit posting of such a complaint with Such inflammatory accusations made by a customer that were clearly unfounded and clearly understandable business billing policies and proceduresWe hope that this matter is now closed and resolved with no further action and no posting on your websiteThank you for your anticipated cooperationVery truly yours,

1/9/16Thank you for notifying us of this complaint The client was charged the correct rate Our rates are daily not nightly The charges start the day of arrival regardless of chetime and continues until the day of departure If the pet is picked up during morning
hours there is no charge but if they stay the full day until the evening then of course it is The same charges apply to dogs that are here for daycare and don't spend the night I tried to explain it as much the same way a hotel charges but she had no interest in any explanations This client has stayed with us several times and was charged exactly the same way and never had any questions or issues We regret this client is unhappy but she was treated fairly and courteously so there will be no apology or refund We wish her luck in finding a kennel that will fill her needs and hopefully give the same great care we provide her.Sincerely, Mindy B. Country Pet Hideaway

January 21, 2016Dear *** ***:Please be advised I represent *** *** and Country Pet Hideaway in reference to a complaint made by *** ***, ID No***.I have reviewed the complaint, MsB***'s response, *** ***'s reply to the responseEnclosed is a three (3) page written response from Randy B*** and two (2) pages of business records from Country Pet Hideaway pertaining to the pet at issue, which apparently is owned my *** ***'s son per the documentsThis is our final response to the complaint and all information provided up to this point.It appears that Country Pet Hideaway clearly followed its regular and reasonable business practicesIn fact, *** *** was a prior customer who was familiar with these practices and signed a contract (enclosed herewith), which demonstrates that *** *** had herpet at that business on four prior occasions to the date at issue and was billed in the very same mannerSimply because *** *** disagrees with the billing practices of the kennel for boarding of pets after four (4) prior visits without complaint, does not mean that she is entitled to any relief on her complaintFurther, the business acted in a consistent and reputable manner with handling the billing for *** *** as it does for any other client.With regard to the Revdex.com policy of posting the customer's complaint and response on the public website, we object to the posting of this customer's complaint in that it is clearly unjustified, unreasonable, and merely an attempt to damage the reputation of the business without substance or supportWe believe that the Revdex.com policy should prohibit posting of such a complaint with Such inflammatory accusations made by a customer that were clearly unfounded and clearly understandable business billing policies and procedures.We hope that this matter is now closed and resolved with no further action and no posting on your websiteThank you for your anticipated cooperation.Very truly yours,

I would like to thank you for providing me with an
updated response from Country Pet Hideaway Kennel, although I am disappointed
by the response.  I believe that the
simple remedy to my concern would have been to refund my over payment of $25 and
apologize to me. 
I fully understand that Country Pet Hideaway Kennel may
have a long history of business experience and that no one before me has raised
the need to advertise and be crystal clear on their billing procedures.  I wrote the Revdex.com because
Country Pet Hideaway gave me no choice. 
More importantly,  having made
that statement, I need to state for the record that there is no need for
Country Pet Hideaway to include in their response remarks about what I was
thinking, that I was not listening or who I am as a human being.  Furthermore, for the record, I am the sole
owner of [redacted].
Country Pet Hideaway needs to have their billing
practice/charges on the signed agreement.  
They do not.  Country Pet Hideaway
also needs to detail their charges on the website as well (although it is
absolutely necessary on the signed agreement and not necessarily on their
website).  On their website they state
that they charge $25 per day, but neglect to state what a “day” is to
them.  Why would I think that if I drop
off my dog in the evening and pick him up in the evening it would incur an
additional day?  If I knew this to be the
case, then I would not have reason to complain. 
In brief, I would like to reiterate to Country Pet Hideaway the need to
document and advertise in a concrete manner how they charge for boarding.  And, although I am not complaining about the
cancellation fee from December 2015, the cancellation fees should be on the
agreement signed by the pet owner. 
I reiterate for the record that the final time [redacted]
was dropped off to Country Pet Hideaway, he was dropped off by my son during
the pm pick up/drop off time on 1/3/2016. 
I arranged for pick up either on 1/6/2016 pm pick up or possibly 1/7/16
am pick up (depending on traffic conditions). 
I rushed to pick [redacted] up in the pm of 1/6/2016 so I wouldn’t incur an
additional day’s charge.  I was able to
get there by exactly 7pm.  The employee
that greeted me informed me I owed $100 for 4 days.  I questioned this charge because [redacted] was
only there 3 days.  She agreed but
couldn’t understand why the charge was for 4 days ($100) instead of 3
($75).  She made several attempts to contact
the owner while I waited for the matter to be resolved which was difficult
after driving 700 miles.  Finally the
owner, [redacted] came to explain the bill to me.  She stated that I would be billed for 4 days
instead of 3 because they operate like a hotel. 
It was at this point in time, that I could not continue to listen to an
explanation that simply did not make sense. 
In light of the fact that her own staff told me that she did not
understand the billing and why I was being billed for 4 days instead of 3 because
it did not make sense to her either.  I
expressed my dissatisfaction at this time and I informed them that I was done
and would not be returning to Country Pet Hideaway anymore. 
I thank you in advance for listening to me as I share my
experience and allowing me the privilege to voice my concern freely as an
American citizen and consumer.
Regards,
[redacted]

1/9/16
Thank you for notifying us of this complaint.  The client was charged the correct rate.  Our rates are daily not nightly.  The charges start the day of arrival regardless of check-in time and continues until the day of departure.  If the pet is picked up during...

morning hours there is no charge but if they stay the full day until the evening then of course it is.  The same charges apply to dogs that are here for daycare and don't spend the night.  I tried to explain it as much the same way a hotel charges but she had no interest in any explanations.  This client has stayed with us several times and was charged exactly the same way and never had any questions or issues.  We regret this client is unhappy but she was treated fairly and courteously so there will be no apology or refund.  We wish her luck in finding a kennel that will fill her needs and hopefully give the same great care we provide her.Sincerely, 
Mindy B. 
Country Pet Hideaway

January 21, 2016Dear [redacted]:
Please be advised I represent [redacted] and Country Pet Hideaway in reference to a complaint made by [redacted], ID No. [redacted].I have reviewed the complaint, Ms. B[redacted]'s response, [redacted]'s reply to the response. Enclosed is a three (3) page written response from Randy B[redacted] and two (2) pages of business records from Country Pet Hideaway pertaining to the pet at issue, which apparently is owned my [redacted]'s son per the documents. This is our final response to the complaint and all information provided up to this point.
It appears that Country Pet Hideaway clearly followed its regular and reasonable business practices. In fact, [redacted] was a prior customer who was familiar with these practices and signed a contract (enclosed herewith), which demonstrates that [redacted] had herpet at that business on four prior occasions to the date at issue and was billed in the very same manner. Simply because [redacted] disagrees with the billing practices of the kennel for boarding of pets after four (4) prior visits without complaint, does not mean that she is entitled to any relief on her complaint. Further, the business acted in a consistent and reputable manner with handling the billing for [redacted] as it does for any other client.
With regard to the Revdex.com policy of posting the customer's complaint and response on the public website, we object to the posting of this customer's complaint in that it is clearly unjustified, unreasonable, and merely an attempt to damage the reputation of the business without substance or support. We believe that the Revdex.com policy should prohibit posting of such a complaint with Such inflammatory accusations made by a customer that were clearly unfounded and clearly understandable business billing policies and procedures.
We hope that this matter is now closed and resolved with no further action and no posting on your website. Thank you for your anticipated cooperation.
Very truly yours,