Customer called us 20 days after having made a boarding reservation for her dog. Reservation was made for the most sought after Holiday dates of the year. Just like Hotels and airlines,...
we reserve a space for customers when they make a reservation. We have limited capacity for boarding. We turned business away due to customer's reservation for a limited spot. We reminded customer of our written policy stating that no refunds are given, rather credits towards use of future services are issued at management's discretion. The credit card authorization form customer signed on 11/**/15 clearly states this policy of no refunds, only credits at our discretion. We can provide a copy of the credit card authorization form customer signed if required. Customer became irate, argumentative, started yelling and was abusive towards representative. Representative offered to issue customer a credit towards future services, even though we were not obligated to do so. Customer rejected the credit and just wanted what she wanted.
Unfortunately there was nothing more we could do for her as customer was being unreasonable. We therefore rescinded our generous offer of credit for future services.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[When I call to cancel the reservation on December [redacted]'s representative did not mention anything about the "generous offer" for credit. He rudely said, "you can't cancel." When I asked about the 7-day cancellation policy on his application, he pointed to the the website and said that the application terms were old terms. According to him, [redacted] can change the terms any time they want even if those changes are not evident on the application. I told him the only terms I agreed to are the ones I signed. I then asked [redacted] to not charge my credit card, [redacted]'s representative tauntingly laughed and hung up. I then sent [redacted] an email follow up about the cancellation. Soon after, [redacted] charged my credit card. A few days later, [redacted] responded to my email and then "generously" offered to give me credit (credit which wouldn't be there in the first place if [redacted] had respected my request to not charge my credit card). After all that [redacted] had put me through, I think it is safe to say that I will never ever, in my right mind, entrust my dogs to them. The experience that I've had with [redacted] is enough to scare me away for the rest of my life. I think anyone in [redacted]'s role would know that I will never be back given the "great" customer service that they provided. I've also made it quite clear to [redacted] that the credit will not do me good since I don't intend to board my dogs in the future. As far as I know, [redacted] suffered no damages from my cancellation (I've asked [redacted] to provide evidence that they had to turn people away due to spacing issue before my cancellation but haven't received any). There's absolutely no justification for [redacted] to take my money like that. [redacted] has unjustly enriched itself and therefore a full refund is only most appropriate.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer called us 20 days after having made a boarding reservation for her dog. Reservation was made for the most sought after Holiday dates of the year. Just like Hotels and airlines,...
we reserve a space for customers when they make a reservation. We have limited capacity for boarding. We turned business away due to customer's reservation for a limited spot. We reminded customer of our written policy stating that no refunds are given, rather credits towards use of future services are issued at management's discretion. The credit card authorization form customer signed on 11/**/15 clearly states this policy of no refunds, only credits at our discretion. We can provide a copy of the credit card authorization form customer signed if required. Customer became irate, argumentative, started yelling and was abusive towards representative. Representative offered to issue customer a credit towards future services, even though we were not obligated to do so. Customer rejected the credit and just wanted what she wanted.
Unfortunately there was nothing more we could do for her as customer was being unreasonable. We therefore rescinded our generous offer of credit for future services.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[When I call to cancel the reservation on December [redacted]'s representative did not mention anything about the "generous offer" for credit. He rudely said, "you can't cancel." When I asked about the 7-day cancellation policy on his application, he pointed to the the website and said that the application terms were old terms. According to him, [redacted] can change the terms any time they want even if those changes are not evident on the application. I told him the only terms I agreed to are the ones I signed. I then asked [redacted] to not charge my credit card, [redacted]'s representative tauntingly laughed and hung up. I then sent [redacted] an email follow up about the cancellation. Soon after, [redacted] charged my credit card. A few days later, [redacted] responded to my email and then "generously" offered to give me credit (credit which wouldn't be there in the first place if [redacted] had respected my request to not charge my credit card). After all that [redacted] had put me through, I think it is safe to say that I will never ever, in my right mind, entrust my dogs to them. The experience that I've had with [redacted] is enough to scare me away for the rest of my life. I think anyone in [redacted]'s role would know that I will never be back given the "great" customer service that they provided. I've also made it quite clear to [redacted] that the credit will not do me good since I don't intend to board my dogs in the future. As far as I know, [redacted] suffered no damages from my cancellation (I've asked [redacted] to provide evidence that they had to turn people away due to spacing issue before my cancellation but haven't received any). There's absolutely no justification for [redacted] to take my money like that. [redacted] has unjustly enriched itself and therefore a full refund is only most appropriate.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]