Four Paws Pet Hotel & Resort

Complaint: [redacted] I am rejecting this response because: I am not aware of a "previous email offer" Please send this email offer immediately to [redacted] for review Additionally, it is my understanding that the full refunded amount is $200, the amount equal to the cost of the daycare package paid for in full To date, $has been refunded to a credit card and $is the amount that is being requested for full reimbursement To the extent possible, reviews posted to social media websites will be removed or appended once the remaining reimbursement has been made to a credit card Regards, [redacted] ***

[redacted]
It has come to my attention that this client has already left negative reviews on public sites.  In order to fulfill my previous email offer, those will need to be removed before an agreement can be reached on this matter with the full refunded amount of $120.Brenda M[redacted]

To clarify the last response:  there was no email offer this client is speaking of.  Here is the sentence from the last response: "I left a message on the primary cell number on the account which is actually registered to his wife and explained that the industry standard is non-refundable packages, including our policy, which is posted on a sign at the front desk (see separate email, which I emailed to the client so he could see)."The email on file for this account is [redacted].  We did not receive a rejection of this email and the subject was for his wife to forward it to him.  In that email was attached the picture of the sign the sits on the front lobby counter stating daycare packages are not refundable but are transferable and never expire. It is also attached to this response.To further clarify, the client does not have a full package left to refund.  4 days were used from the 10 day package.  The dates used were listed in the previous response.  At $20 per day (10 times $20 = $200) and 6 days remaining, the total credit left is $120 (6 times $20 = $120).  At $100 already refunded, credit balance is $20.  To receive the $20 refund, all negative reviews will need to be removed and a signed agreement needs to be received stating this matter is closed satisfactorily.

This daycare package was purchased on 4/9/2016, over a year ago.  Cost was $200 for 10 package days (which makes the price $20 per visit).  This was not the first time this owner had purchased a package--it was the 4th time since September 2015.  However, shortly after purchasing this...

package, his dog attacked 2 other dogs in our daycare group and we felt she was becoming a liability to the safety of other dogs in our facility.  We told the owner she was no longer allowed in daycare.  Daycare packages have never been refundable.  They are transferable to other people (family or friends) and never expire but they are not refundable.  The owner called a year later wondering if we would refund the package.  My staff member told me he was asking for a refund of $200.  I left a message on the primary cell number on the account which is actually registered to his wife and explained that the industry standard is non-refundable packages, including our policy, which is posted on a sign at the front desk (see separate email, which I emailed to the client so he could see).  Since I felt bad about the situation with his dog, I offered to refund half the package ($100), please call with your credit card number.  He did call a couple weeks later, asking to speak to me again but my employee told him that she was informed of the refund I was offering and all she needed was his credit card.  He gave her the number and a refund was issued.  After issuing the refund, a staff member pointed out to me that he had used 4 of the package days from that package and there are only 6 full package days left on his account.  This equates to $120, not $200.  I refunded $100 already, not knowing this.  So that the client can check his records, the dates used include :  4/22/16, 4/26/16, 5/10/16, 5/12/16.  With $120 left on the package and a refund of $100 already, that leaves a credit of $20.  If the client will sign an agreement saying a refund of $20 concludes this matter with no further grievances against the business and agrees not to slander the business in any public forum since this matter would be resolved to his satisfaction, he can call the business with his credit card number and a $20 refund will be issued.

Complaint: [redacted]
I am rejecting this response because: I am not aware of a "previous email offer".  Please send this email offer immediately to [redacted] for review.  Additionally, it is my understanding that the full refunded amount is $200, the amount equal to the cost of the daycare package paid for in full.  To date, $100 has been refunded to a credit card and $100 is the amount that is being requested for full reimbursement.  To the extent possible, reviews posted to social media websites will be removed or appended once the remaining reimbursement has been made to a credit card.
Regards,
[redacted]