Krystal Creek Kennels

Our Motto: Caring Solution PartnersCaring: We care for your pet and their comfort is our main concern.Solution: We provide a solution for your boarding needs.Partners: We for a partnership for years of service to our customers.Thank you for bringing up your complaints and concernsIt makes us aware that we need to take another look at the way we approach new customers to be sure the understanding is there for our business and what we have to offer.Your Veterinarian is your source for vaccinations and they send out reminders to be sure your dogs are kept up to date and healthy.This customers dogs were cared for from Friday evening until Sunday evening and the were secure and comfortable and everyone enjoyed having them stay and play.We know that word of mouth is very importantI just booked dogs for new customers this week from customers that already have been here and are very happy with all of our servicesThey know we take care of their dog as we would ours including sometimes having to yell at them to come back in to their runs. Sometimes we think our own dogs are the worstof ours stay in the kennel.We will always strive to improve and sometimes a wake up call such as a complaint helps us to do better.Thank you again for your concerns. We will get to work on this to improve. We don't like to have anyone unhappy. For almost years of service I feel we try hard

We have been in business since and have always charged our customers per calendar day since the start. Customers are always told this at time of booking especially if they are a new client which Mrs*** was toldWhether they remember what we tell them in the conversation is not what we
can disputeWhen the complaint came in to us I immediately gave my appology as many times as I could in our conversation on the call back but I did not feel we can give a refundWe have this per calendar day posted on our website and in our office if people come for a tourMy daughter in law that manages the kennel says she is sure that she told her the per calendar day policyWe are now at we said, she saidI will not refund and it is her choice as to whether she wanted to drop off her dogs at 7pm in the evening instead of 8am in the morningIt would have been nicer to have the dogs earlier to get them acquainted to the kennel since they have not been her beforeWe are highly recommended by several other small businesses in our area and around customersI am sorry that she did not understand this year policy but then she should research better when boardingWe give a secure and clean place for our customers 24/and are proud of what we have builtWe do everything we can to make sure our customers are comfortable where there dogs stayWe do not operate like a hotel and charge per nightA calendar day is a calendar day in our business no matter what time you drop off or pick upStopping in and talking would have been a neighborly way of handling this instead of calling and getting snippyyears of customer service given is a proud thing we stand by and one complaint can't destroy it

Our Motto: Caring Solution Partners
Caring: We care for your pet and their comfort is our main concern.
Solution: We provide a solution for your boarding needs.
Partners: We for a partnership for years of service to our customers.
Thank you for bringing up your complaints and concerns. It makes us aware that we need to take another look at the way we approach new customers to be sure the understanding is there for our business and what we have to offer.
Your Veterinarian is your source for vaccinations and they send out reminders to be sure your dogs are kept up to date and healthy.
This customers dogs were cared for from Friday evening until Sunday evening and the were secure and comfortable and everyone enjoyed having them stay and play.
We know that word of mouth is very important. I just booked dogs for 2 new customers this week from customers that already have been here and are very happy with all of our services.
They know we take care of their dog as we would ours including sometimes having to yell at them to come back in to their runs.  Sometimes we think our own dogs are the worst. 10 of ours stay in the kennel.
We will always strive to improve and sometimes a wake up call such as a complaint helps us to do better.
Thank you again for your concerns.  We will get to work on this to improve.  We don't like to have anyone unhappy.  For almost 20 years of service I feel we try hard.

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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I was not given proper info when I called to inquire. I was not told about a per calendar day charge, about additional charges I would incur for administration of medicine or dropping off the dogs earlier than the 5-7pm time, and was not told about an 8am drop off time, nor was I told there was a website or tours available. I was not told of the 3 different packages they offer until I looked at their site after my dogs had already stayed there. I wrote down the info I was told which took up half a post it note. Not much. There was never an apology for any of their errors or any misunderstandings, just an "I'm sorry you didn't do this or you didn't do that" putting all the blame on me. That is not a sincere apology. Having all the blame put on me is not an apology. Again in their previous statement she puts the blame on me and taking no responsibility for herself or her employees. She states a lie when she says it was my choice to drop my dogs off at 7pm instead of 8am when I was not given the 8am information. They asked me when I thought I would need to drop off and did not offer the morning time frame. Since our experience with them, they have lost customers. Word of mouth does a lot and many people we have spoken with have said they will not return to their facility and others said they will never call to use their services. Others have said they have been concerned about how their dogs have been treated after they have heard employees talking to or yelling at the animals, or have heard our story. I wish I would have known things about their reputation before my dogs stayed there. I would never have used their services. One unhappy customer can lead to many unhappy customers. Knowing I was unfamiliar with boarding should have been enough for them to give me the proper info or direct me to a website - neither was done. I would also like to point out that after looking at their site after my dogs stayed there, it states that dogs are to be vaccinated at least 5 days prior to boarding. I indicated on my call 3 days before that I needed to know which shots my dogs needed so I could have them up to date before their stay. This was not told to me. If this is a policy stated on their site, I should have also been told this important info. This can have impacts on my dogs as well as other dogs in the kennel. They should have told me I couldn't board with them because this is what their policy says. But they didn't and still took my dogs and my money - more money than what I was informed they would take. I call this very poor and unethical business. If I should have researched more, then they should also live by what their site says. If people are going to look at that, then they need to abide by that. I know what I was and was not told, I do not lie, and I do care about how my dogs are treated. I am very concerned about how they treated my dogs after everything I have learned from their site, from other now past customers of theirs, and by just how unprofessional they have been. Insulting people will not get more business, it will eventually lose business. There are 3 dog groomers in our area that said they will no [redacted]er recommend them to anyone. I was simply looking for an apology and a small credit, not a full refund. My word of mouth is now what I will use to get satisfaction - keeping other dogs and their owners from experiencing the same thing I have.
Regards,
[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was not given proper info when I called to inquire. I was not told about a per calendar day charge, about additional charges I would incur for administration of medicine or dropping off the dogs earlier than the 5-7pm time, and was not told about an 8am drop off time, nor was I told there was a website or tours available. I was not told of the 3 different packages they offer until I looked at their site after my dogs had already stayed there. I wrote down the info I was told which took up half a post it note. Not much. There was never an apology for any of their errors or any misunderstandings, just an "I'm sorry you didn't do this or you didn't do that" putting all the blame on me. That is not a sincere apology. Having all the blame put on me is not an apology. Again in their previous statement she puts the blame on me and taking no responsibility for herself or her employees. She states a lie when she says it was my choice to drop my dogs off at 7pm instead of 8am when I was not given the 8am information. They asked me when I thought I would need to drop off and did not offer the morning time frame. Since our experience with them, they have lost customers. Word of mouth does a lot and many people we have spoken with have said they will not return to their facility and others said they will never call to use their services. Others have said they have been concerned about how their dogs have been treated after they have heard employees talking to or yelling at the animals, or have heard our story. I wish I would have known things about their reputation before my dogs stayed there. I would never have used their services. One unhappy customer can lead to many unhappy customers. Knowing I was unfamiliar with boarding should have been enough for them to give me the proper info or direct me to a website - neither was done. I would also like to point out that after looking at their site after my dogs stayed there, it states that dogs are to be vaccinated at least 5 days prior to boarding. I indicated on my call 3 days before that I needed to know which shots my dogs needed so I could have them up to date before their stay. This was not told to me. If this is a policy stated on their site, I should have also been told this important info. This can have impacts on my dogs as well as other dogs in the kennel. They should have told me I couldn't board with them because this is what their policy says. But they didn't and still took my dogs and my money - more money than what I was informed they would take. I call this very poor and unethical business. If I should have researched more, then they should also live by what their site says. If people are going to look at that, then they need to abide by that. I know what I was and was not told, I do not lie, and I do care about how my dogs are treated. I am very concerned about how they treated my dogs after everything I have learned from their site, from other now past customers of theirs, and by just how unprofessional they have been. Insulting people will not get more business, it will eventually lose business. There are 3 dog groomers in our area that said they will no [redacted]er recommend them to anyone. I was simply looking for an apology and a small credit, not a full refund. My word of mouth is now what I will use to get satisfaction - keeping other dogs and their owners from experiencing the same thing I have.
Regards,
[redacted]

We have been in business since 1997 and have always charged our customers per calendar day since the start.  Customers are always told this at time of booking especially if they are a new client which Mrs. [redacted] was told. Whether they remember what we tell them in the conversation is not what...

we can dispute. When the complaint came in to us I immediately gave my appology as many times as I could in our conversation on the call back but I did not feel we can give a refund. We have this per calendar day posted on our website and in our office if people come for a tour. My daughter in law that manages the kennel says she is sure that she told her the per calendar day policy. We are now at we said, she said. I will not refund and it is her choice as to whether she wanted to drop off her dogs at 7pm in the evening instead of 8am in the morning. It would have been nicer to have the dogs earlier to get them acquainted to the kennel since they have not been her before. We are highly recommended by several other small businesses in our area and around 700 customers. I am sorry that she did not understand this 20 year policy but then she should research better when boarding. We give a secure and clean place for our customers 24/7 and are proud of what we have built. We do everything we can to make sure our customers are comfortable where there dogs stay. We do not operate like a hotel and charge per night. A calendar day is a calendar day in our business no matter what time you drop off or pick up. Stopping in and talking would have been a neighborly way of handling this instead of calling and getting snippy. 20 years of customer service given is a proud thing we stand by and one complaint can't destroy it.