Paws Claws & Hooves, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have disputed each point individually. In response to complaint regarding appointment only This is true during business hours which business hours are on our website, facebook page and front of business doorThe statement posted under the business hours that states that pick ups can only be made by appointment only does not indicate that appointments are only made during business hours1) The appointment time of 12:was given to me by an employee of the business; I did not request itWhy would I have any reason to question the appointment time I was given by their staff? It is not my responsibility to do so2) I have spoken to employee in regards to conversation with customer and explained the hours for Sunday, which is 5p-7p Employee stated that she told customer several times the hours for dog drop off and pick up is 5p-7p on Sunday2) This is a fabricationThe employee never stated the business hours during our conversationI requested an appointment time for pick up and she gave me one, 12:I said “Perfect, thank you” and left3) The hours for business is Monday-Saturday 7a-3p or 6p-7p and Sunday 5p-7p Most dog boarding places do not even allow pick up or drop off on Sunday I only allow the hours on Sunday because a lot of dogs go home on Sundays and they get baths, clean any items owner brought So that morning is focused on getting the dogs ready for the owners 3) The business hours on the door are inconsistent with what I was told by the owner and what is written in the statement provided by the businessThe door of the establishment also list Sunday morning hours that end at 11:am4) On Sunday I was checking Facebook messages in my home I saw the message from customer asking what time they could pick up their dog I told them the hours on Sunday is 5p-7p Customer then said they were given a 12p appt I apologized for miscommunication and again told them hours on Sunday are 5p-7p Customer then stated they were picking up their dog at 12p and someone better be there At this point I got very concerned of dealing with this customer alone I was home alone and wasn't about to deal with someone this upset So I called my ex-husband to see if he could come over By this time I did see the customers in front of the business but I wasn't about to go meet with them until I had someone else present with me So I did not respond anymore to the facebook message or listen to the voicemail, asking what time they could pick up their dog, until later that day during our business hours4) Luckily, since the owner refused to return my calls and declined my request for a return call, I have a record of our conversation and this statement is also untrueI have a copy of our entire conversationI requested very politely and then more firmly that she honor the appointment time her employee had given me and insisted that I would be arriving on time and could she please tell me who I could expect to meet me there? The business owner stopped responding to meMy husband politely knocked on the door to her home twice, which is next door the the facility where my dog was heldIt was obvious the business owner was home but she refused to answer the doorMy husband, myself, and our three children were presentNone of my actions or my words indicated any hostility or threat of violence of any kindShe simply refused to honor my request on principleShe informed me in the same Facebook message thread just before pm that she had asked her ex-husband to come to the property at 5:00, not at 12:when I was there5) I did apologize to customer for miscommunication on facebook I again apologized when she picked up her dog, but her response was-Don't bother apologizing nowThis statement is also a complete fabrication5) The only time the business owner ever uttered the word “sorry” was when it was followed by “but our business hours are from 5-7p”I certainly never said “Don't bother apologizing now”Why would I say that to someone who was not apologizing? What she did say instead was that her employee had made a mistake, that the appointment time I was given was “arbitrary and didn't really mean anything” and that she would not change that policy as I was the only person who had ever had a problem with it6) We honor our appointments during business hours7) We do have high standards for business practice and this will not be removes from our website I think our many other reviews show this on our facebook page, which gives us a rating7) I left a negative rating on the business owner's Facebook page after the experience, but I left out most of the details of the actual eventSo far two other individuals have commented on my review disputing it, including comments about the event that they would only know if the business owner had told them about itI can only assume that she encouraged them to dispute my review, in an attempt to make it appear as though I had liedThis response illustrates the lack of integrity and ethical standards this company possesses
Regards,
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1)  In response to complaint regarding appointment only.  This is true during business hours which business hours are on our website, facebook page and front of business door.2)  I have spoken to employee in regards to conversation with customer and explained the hours for Sunday,...

which is 5p-7p.  Employee stated that she told customer several times the hours for dog drop off and pick up is 5p-7p on Sunday.3)  The hours for business is Monday-Saturday 7a-3p or 6p-7p and Sunday 5p-7p.  Most dog boarding places do not even allow pick up or drop off on Sunday.  I only allow the 2 hours on Sunday because a lot of dogs go home on Sundays and they get baths, clean any items owner brought.  So that morning is focused on getting the dogs ready for the owners.  4)  On Sunday I was checking Facebook messages in my home.  I saw the message from customer asking what time they could pick up their dog.  I told them the hours on Sunday is 5p-7p.  Customer then said they were given a 12p appt.  I apologized for miscommunication and again told them hours on Sunday are 5p-7p.  Customer then stated they were picking up their dog at 12p and someone better be there.  At this point I got very concerned of dealing with this customer alone.  I was home alone and wasn't about to deal with someone this upset.  So I called my ex-husband to see if he could come over.  By this time I did see the customers in front of the business but I wasn't about to go meet with them until I had someone else present with me.  So I did not respond anymore to the facebook message or listen to the voicemail, asking what time they could pick up their dog, until later that day during our business hours.5)  I did apologize to customer for miscommunication on facebook.  I again apologized when she picked up her dog, but her response was-Don't bother apologizing now.6)  We honor our appointments during business hours.7)  We do have high standards for business practice and this will not be removes from our website.  I think our many other reviews show this on our facebook page, which gives us a 4.7 rating.