Dog Tired Daycare

I will not meet with this person, like I said before, because she seems unstable I did, however, sent her all that I can see with regards to the actual credit card deductions on our end That is, the physical print out from her transactions And, I contacted ***, the rep for the merchant processing system and went through everything with him As far as the both of us can see, the client had transactions I never charged her for one of them I also sent her a check for one So, she got visits for the price of I've never received anything from this person to show me her statement I have to wonder if she is a friend of someone that I fired or something There seems to be a misguided attempt at something here Not really sure what is going on [redacted] CEO/President Rachum Incd.b.aDog Tired

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hello,First off, I still have bank statements proving this I refuse to send them to [redacted] as I do not trust her and have filed a fraud report with my bank I never received a check, never came into her business demanding to see her, and always paid- in fact I over-payed I spoke with a lawyer, and that is where things are right now I want no further communication with ***, and if she does try to contact me, will be in touch with said lawyer At this point, I realize I will not get my money back as [redacted] continues to make up stories which she has no proof of, even though I do I want this to end as I worry that since she has all my personal information, she will be retaliatory I want no further contact on this matter Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello,This response contains quite a bit of mis-information I have listed them below, with her allegations listed before my response:This client sees the date her charges were billed as the date her dog came for daycare They are two totally different things I tried explaining this but she will not hear me.- I have the credit card statements that verify I am being overcharged The past one posted three separate charges on 9/14/15After refusing my offer to meet, she blasted me on social media.- I was the one who requested a meeting *** was the one that declined.Then today 9/16/15, she came into my business demanding to see me I work remotely, so she called my cell phone.- Dog Tired is only open 7am-7pm I work at 7am I have been at work since 6:55am There is no way for me to get to Dog Tired before work, which is why my husband drops him off to doggy day care (when we used to go to Dog Tired) Dog Tired has cameras in the parking lot, so you would be able to see me come in if this were true, and since I was not there, there will be no footage of me being there (Also, if you would like proof, I was at my gym until 6:45am and logged into my computer at work at 6:55am I have people who saw me at both locations, and I could not make it to Dog Tired in that short period of time.) I did call *** *** on her cell (she gave it to me last Friday to discuss the situation) at 9:20am this morning to arrange a meeting as I still have not been refunded.We are meeting on Friday 9/18/in my office to hopefully get some resolve.- This is correct, at 5pmIt is really sad that today's young people have few negotiating skills.- I have multiple emails showing that I tried to resolve this civilly I have had to contact the Revdex.com and my bank because I could not get resolve in contacting Dog Tired and *** directly Also, my age has nothing to do with this.Again, I am just trying to be refunded my money I would be happy to provide my bank statements and the email exchanges that occurred between myself and the Dog Tired staff if needed and/or requested Please let me know if you would like those.*** ***

Again, I changed the policy for non-refunding 10-pack cards in NOT due to "financial hardship" which is hardly the case and slanderous to infer, but because I happen to do a competitive analysis while working on the new website for the business Here, I found that not only were we undercharging (when considering our hour handling of dogs vs4-hours of our competition) for daycare, but our 10-pack prices were also very under-priced Unlike other kennels, we limit the number of dogs to around for daycare and no more than around at night Because of this, and our superior level of care, I felt it was fair to increase prices and include not refunding 10-packs All of our competitors including Central Bark and Playtime do this So, it is in keeping with the industry standard for this market
As for communicating, I also mentioned that, while we try our best, sometimes information is missed I enjoy all types of feedback - good and bad, and have taken this situation and built in extra procedures to try and improve on our communication With this said, when we are re-working something like the website, or our newly printed materials are en-route, we cannot ever guarantee that things will be communicated 100% I can guarantee, however that whatever goes missing is absolutely never, ever with foul intent
*** ***
President
Dog Tired

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello,First off, I still have bank statements proving this I refuse to send them to *** as I do not trust her and have filed a fraud report with my bank I never received a check, never came into her business demanding to see her, and always paid- in fact I over-payed I spoke with a lawyer, and that is where things are right now I want no further communication with ***, and if she does try to contact me, will be in touch with said lawyer At this point, I realize I will not get my money back as *** continues to make up stories which she has no proof of, even though I do I want this to end as I worry that since she has all my personal information, she will be retaliatory I want no further contact on this matter
Regards,
*** ***

background-color: #ffffff;">With regards to Mr. [redacted], let me address his concerns as they are outlined in your letter of March 12, 2014.
 
First, when new dogs like [redacted], Mr. [redacted]'s come to Dog Tired, we conduct a thorough assessment to see if they are a good fit for our exclusive cage-free environment.  After the evaluation, clients are presented with a Dog Tired contract.  Section "E" of the contract states "Dog Tired will use reasonable efforts to consult dog parents about aggression and ways to address it, however aggressive dogs may be asked to leave Dog Tired.  Such determination shall be at the sole discretion of Dog Tired."  Mr. [redacted] signed this contract on September 27, 2013.
 
[redacted], my manager, used the discretion outlined in the contract during [redacted]'s 6 months of visits to Dog Tired.  She kept Mr. [redacted] and his wife fully informed that [redacted] was young, and, as time went by, presented some aggressive tendencies.  We work with all dogs at Dog Tired to see if our experienced handlers can work with, and train (for free) them in a group setting.  However, sometimes the dog's temperament or age becomes an issue that we feel is unsafe - for both the client such as [redacted], and our other dog clients.  We may not know this or decide it is unsafe for several weeks.  Not all dogs interact the same, and different dogs come every day so the "mix" may present unworkable things.  This was the case with Mr. [redacted]'s dog.  We simply explained the situation and asked that [redacted] be given more time to grow up and mature before he returns for care.  
 
Second, I am often out of the business on appointments or working behind the scenes on the website or with the financials.  I was aware that Mr. [redacted] called, but wanted to go into the business and look at his file and learn more about the situation before I responded.  This took 2 days.  It was never that I blew him off as his tone asserts in his letter to you. 
 
The same week that I learned about Mr. [redacted]'s concern, I just happened to be in the office on Thursday when Mr. [redacted] stopped in, unannounced.  I met with him and he confirmed that he expected a refund for part of a 10-pack package that he purchased to pay for [redacted]'s care.  He did not, as he asserts "call multiple times" (only twice).  I do not feel it is unreasonable for me to take 2 days to look into the situation.  
 
Third, I never "dismissed" Mr. [redacted]'s request for a refund of the part of the 10-pack he paid for.  I just recited a policy that I put into effect on January 1, 2014 that 10-pack cards are not refundable.  I have a copy of this if you like, and put a letter out in the front lobby about it in January.  Not all clients pick up this letter. Some never read it.  Sometimes, I do update the website with this information but, until recently, had to pay a webmaster for all changes.  
 
I do change policies from time to time as I learn information from the marketplace, or in response to financial needs.  Even the Department of Workforce Development in Madison acknowledges that businesses have to put their interests first when establishing policies.  This is totally legal.  Whether all clients get the information or read about it is another matter.  I do my best to keep everyone informed but it is not perfect.  It is not, as Mr. [redacted] suggests, that I made up a policy just for him.  We have not refunded any 10--pack purchases to anyone since January 1, 2014.  To single out Mr. [redacted] would be wrong and could break the law if he were in a protected class and we discriminated against him.  
 
By chance, I was working with Go Daddy on a new site the same day Mr. [redacted] came in.  Since Mr. [redacted] caught me off guard by his visit, I did tell him the policy was on the website, but then realized the old site was just taken down.  Again, if you need proof, I can set up a meeting with Go Daddy and they can confirm that I changed the website that day.  Further, much of the content of the new website is under development.  It takes time to get everything loaded and re-vised.  
 
After Mr. [redacted]'s visit, I decided to make the new policy about no refunds on the 10-pack cards more visible to clients.  I was writing it on the front chalk board at the business after I thought Mr. [redacted] had left the building.  Further, that day, I made sure the policy was in bold on the new website.  And, I made sure this information was on our new dog evaluation sheet and that my front desk staff was refreshed on the issue.  Mr. [redacted] perceived this as a negative when, in fact, I used his complaint to improve the business to make for happier clients.  All I am trying to do is configure a business that serves both the needs of the clients while maintaining a profit to help the business succeed.  Since payroll is 70% of revenues, I feel this is a reasonable goal as the owner.
 
In sum, it appears as though Mr. [redacted] is a bit inexperienced when it comes to understanding how business works.  He assigned ill intent to many of may actions that, given more experience, would probably not.  Many of my more business savvy or older clients totally understand my need to assess the marketplace, and track spending and revenues.  Policies do change from time to time reflecting this. 
 
I treat all clients fairly, and try to keep them informed.  But, short of discrimination, there is no law that says I have to.  Many businesses raise prices or change policies with no notice to their valued clients. My interest at the end of the day is superior care for the dogs as evidenced by my willingness to operate the only cage-free environment, that I give 13 employees jobs, I pay the City of Glendale and the IRS plenty in taxes, and that I do so with a small profit to pay my own bills.  
 
In the end, I treated Mr. [redacted] the way I treat all clients - with respect but with adherence to the policies.  Isn't this what he wants - equal treatment?  No one likes to hear that their dog can no longer be a client, but we did work with [redacted] for 6 months and offered to have him bring [redacted] back when he gets older. We would fully honor the remaining balance on his 1 10-pack card that he bought, should he choose to do so. 
 
Sincerely,
 
 
[redacted]. [redacted]

I will not meet with this person, like I said before, because she seems unstable.  I did, however, sent her all that I can see with regards to the actual credit card deductions on our end.  That is, the physical print out from her transactions.  And, I contacted [redacted], the rep for the merchant processing system and went through everything with him.  As far as the both of us can see, the client had 4 transactions.  I never charged her for one of them.  I also sent her a check for one.  So, she got 4 visits for the price of 2.  I've never received anything from this person to show me her statement.   I have to wonder if she is a friend of someone that I fired or something.  There seems to be a misguided attempt at something here.  Not really sure what is going on. [redacted]CEO/President Rachum Inc. d.b.a. Dog Tired

Unfortunately, this client sees the date her charges were billed as the date her dog came for daycare.  They are two totally different things.  I tried explaining this but she will not hear me.  After refusing my offer to meet, she blasted me on social media.  Then today 9/16/15,...

she came into my business demanding to see me.  I work remotely, so she called my cell phone.  We are meeting on Friday 9/18/15 in my office to hopefully get some resolve.  It is really sad that today's young people have few negotiating skills.

I will not meet with this person, like I said before, because she seems unstable.  I did, however, sent her all that I can see with regards to the actual credit card deductions on our end.  That is, the physical print out from her transactions.  And, I contacted [redacted], the rep for the merchant processing system and went through everything with him.  As far as the both of us can see, the client had 4 transactions.  I never charged her for one of them.  I also sent her a check for one.  So, she got 4 visits for the price of 2.  I've never received anything from this person to show me her statement.   I have to wonder if she is a friend of someone that I fired or something.  There seems to be a misguided attempt at something here.  Not really sure what is going on. 
[redacted]
CEO/President Rachum Inc. d.b.a. Dog Tired

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello,First off, I still have bank statements proving this.  I refuse to send them to [redacted] as I do not trust her and have filed a fraud report with my bank.  I never received a check, never came into her business demanding to see her, and always paid- in fact I over-payed.  I spoke with a lawyer, and that is where things are right now.  I want no further communication with [redacted], and if she does try to contact me, will be in touch with said lawyer.  At this point, I realize I will not get my money back as [redacted] continues to make up stories which she has no proof of, even though I do.  I want this to end as I worry that since she has all my personal information, she will be retaliatory.  I want no further contact on this matter.  
Regards,
[redacted]

A meeting will take place on Friday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] seems very defensive and many circular arguments raised not relevant to complaint.   When businesses claim the right to change policies without notifying its contractors *this* is written in the contract. I.e. owner may choose to terminate/amend contract without formal notice and it is the responsibility of the signee to adhere to and independently abide by such policies and by signing the above contract agrees to any formal or informal amendments made that support the company's policies and or are in the best interest of our clients. 
[redacted] never provide the written notification to me when your policy changed on 1-14, nor was any literature left in from lobby.  
I don't recall that policy in place when I signed initial contract because it was not there.  Also if this was a new policy as of 1-14 I have two other witnesses who will corroborate they received no refund for 10 packs prior to 1-14.  
Lastly I understand the business is in financial hardship and that costs are high.  However I don't see how this is relevant to my refund.  I live in Whitefish Bay, Wi and pay a higher tax rate than Dog Tired.  This does not allow ignore other bills.  
Lastly it almost seems easier to keep the customer happy, refund the money and promote future business.  I hope to receive my nominal refund some day to resolve this issue. 
Thank you,
[redacted]

Review: We brought our puppy [redacted] to Dog Tired for weekly activities. For eight months we had no issues and pleasant experience.

Two weeks ago the owner informed us [redacted] was too excited and asked us he not return to facility until he's older. We often purchase visits in ten packs. At this point we had five full day visits left prepaid totaling $125. I called dog tired multiple times. Each time employee told me owner [redacted] would call me back which she did not. After two phone calls I stopped in establishment for refund of prepaid visits we could no longer use.

[redacted] dismissed my request stating policy on website stated no refunds on prepaid visits. I was disappointed and asked [redacted] to show policy on website to me which she could not. Now she stated policy was not on website. I inquired for anything in writing stating policy and [redacted] could not produce.

Lastly as I left I witnessed her update her lobby chalkboard stating no refunds of prepaid visits. At this point I felt very disrespected as this policy was obviously new. This was the third time I had heard of such misrepresentation from other consumers regarding refunds.Desired Settlement: Refund, policy change and apology.

Business

Response:

With regards to Mr. [redacted], let me address his concerns as they are outlined in your letter of March 12, 2014.

Review: I have repeatedly asked the owner to remove me from their mailing list. I sent her a message today with the following "For the fourth time.... can you please remove me from your mailing list If not I will have to contact Revdex.com or another entity to file a complaint."

Her response:

"Please take the initiative and do it yourself. Please contact the Revdex.com it's a bottomless pit. Thanks, Much Love DOG TIRED"

What I find interesting is that there is no option to UNSUBSCRIBE from these messages so the "...take the initiative" comment seems odd because it seems my only option is to contact them to remove me from their list.

We stopped utilizing their service long long ago when the business was bought from [redacted] - we immediately noticed changes in staff interaction, policies, etc. and I get tired of seeing her emails that are almost combative to her clientele, especially since I'm no longer a customer (and my dog died over a year ago now).

Thanks,

[redacted]Desired Settlement: I just want to be removed from her database. entirely. I was once a customer but am no longer and do not wish to continue receiving their email.

Review: Hello,

I have been overcharged by this company a few times, and when trying to be refunded the incorrect amount, the owner has repeatedly told me that I am not paying them. I have my credit card statements (which I have shown her) with that information and she still refuses to refund the over-payment.Desired Settlement: I just want the money that was overcharged back.

Business

Response:

Unfortunately, this client sees the date her charges were billed as the date her dog came for daycare. They are two totally different things. I tried explaining this but she will not hear me. After refusing my offer to meet, she blasted me on social media. Then today 9/16/15, she came into my business demanding to see me. I work remotely, so she called my cell phone. We are meeting on Friday 9/18/15 in my office to hopefully get some resolve. It is really sad that today's young people have few negotiating skills.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hello,This response contains quite a bit of mis-information. I have listed them below, with her allegations listed before my response:This client sees the date her charges were billed as the date her dog came for daycare. They are two totally different things. I tried explaining this but she will not hear me.- I have the credit card statements that verify I am being overcharged. The past one posted three separate charges on 9/14/15After refusing my offer to meet, she blasted me on social media.- I was the one who requested a meeting. [redacted] was the one that declined.Then today 9/16/15, she came into my business demanding to see me. I work remotely, so she called my cell phone.- Dog Tired is only open 7am-7pm. I work at 7am. I have been at work since 6:55am. There is no way for me to get to Dog Tired before work, which is why my husband drops him off to doggy day care (when we used to go to Dog Tired). Dog Tired has cameras in the parking lot, so you would be able to see me come in if this were true, and since I was not there, there will be no footage of me being there. (Also, if you would like proof, I was at my gym until 6:45am and logged into my computer at work at 6:55am. I have people who saw me at both locations, and I could not make it to Dog Tired in that short period of time.) I did call [redacted] on her cell (she gave it to me last Friday to discuss the situation) at 9:20am this morning to arrange a meeting as I still have not been refunded.We are meeting on Friday 9/18/15 in my office to hopefully get some resolve.- This is correct, at 5pmIt is really sad that today's young people have few negotiating skills.- I have multiple emails showing that I tried to resolve this civilly. I have had to contact the Revdex.com and my bank because I could not get resolve in contacting Dog Tired and [redacted] directly. Also, my age has nothing to do with this.Again, I am just trying to be refunded my money. I would be happy to provide my bank statements and the email exchanges that occurred between myself and the Dog Tired staff if needed and/or requested. Please let me know if you would like those.[redacted]

Business

Response:

A meeting will take place on Friday.

Business

Response:

I will not meet with this person, like I said before, because she seems unstable. I did, however, sent her all that I can see with regards to the actual credit card deductions on our end. That is, the physical print out from her transactions. And, I contacted [redacted], the rep for the merchant processing system and went through everything with him. As far as the both of us can see, the client had 4 transactions. I never charged her for one of them. I also sent her a check for one. So, she got 4 visits for the price of 2. I've never received anything from this person to show me her statement. I have to wonder if she is a friend of someone that I fired or something. There seems to be a misguided attempt at something here. Not really sure what is going on.