Pawsitive Animalworks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The bottom line here is that I was verbally told I would review a refundNot a reschedule, not a gift card, a refundA refund is a very specific guaranteeI specifically asked, "will I receive a refund." Owner said "yes." Your story is an inaccurate representation of what happened in my opinion, but that doesn't matterUltimately, I was guaranteed a refund and was not provided with oneIf I had received a refund as promised, no reviews would have been posted against this companyJust give me my money back and I will drop this whole issue Regards, [redacted] ***

I have attached our response, but will also provide it here Thank you for your time in this matter Myself, the owner of this business, and of my employees have gone above and beyond to satisfy the requests and demands of this customer to no avail After the client received lengthy over-the-phone obedience consultations and in-shop discussion, she pre-paid for a 30-minute obedience session, per our requirement to reserve the time slot Upon arrival on Monday, September 12th, for her 6:appointment I had a short discussion with her about her dog and the obedience situation she would like to address that night I then asked if she would be willing to give me 5-minutes, because we had a highly aggressive dog with one of our other instructors that I would like to monitor to keep everyone and other dogs safe as the aggressive dog was leaving the premises She gladly agreed and volunteered to walk her dog around the facilityAt 6:I returned to the customer who was unquestionably heated and began raising her voice that I was late and it wasn’t going to work I apologized immensely and offered to stay until 7:and work with her an additional minutes at no chargeShe opposed and said she wanted to cancel and was going home because she hadn’t eaten supper This lead me to offer for her to reschedule She again opposed and demanded a refund I asked her to stop by the shop so we could work something out, thinking this might give her time to reconsider my offers and hopefully get something rescheduled At no point in this conversation did I offer her a cash refund! All obedience clients are pre-pay as we have to reserve the facility and pay our other instructors There is also a sign posted in our shop stating, “All Sales Final” She cancelled her session and left upon her choiceI feel that I tried to resolve this matter by offering numerous resolutions that were readily denied Upon her return into the shop September 15th, I was at my home office and not present I received a call from an extremely upset employee that the client had returned demanding a cash refund and began yelling that she should have never had to have stepped foot back in the business again She demanded that the refund be mailed to her because she wasn’t coming back and stormed out I returned to the business to clarify the situation At no point do I feel that the employee acted rudely, yet she was completely caught off guard by the heightened situation and almost in tears I did call the client to clarify that I would mail her a gift certificate Again, going above our policy to try to accommodate her dissatisfaction She became extremely argumentative not accepting my resolution and accused ME of cancelling on HER As for her allegations of personally attacking her and her dog, I completely disagree I mailed her a gift certificate in the amount of $(to use at a later date or with a different instructor) the same day that she visited the shop only to have it returned by mail stating that she didn’t want it She has posted negative reviews on several online sites saying that she paid for services not received We are trying to provide her with those services and at one point even offered to add on additional time for free, yet she has refused In one negative review she states that she will take it down if I give her $ For the four of us at this business that had separate interactions with this customer we can all readily agree that none of them were positive, which is not exemplary of our regular clienteleAs stated above, we all have gone above and beyond to provide the highest standard of customer service and resolve any dissatisfaction Please refer to our lack of reports to the Revdex.com, on-line reviews, as well as our Facebook page, to view that in years in business we have a large client base that readily loves the services we provide and regularly raves about our customer serviceWe strive to readily resolve any issues that arise and I feel that we are usually successful in doing so This is an exceptionally rare instance

I have attached our response, but will also provide it here.  Thank you for your time in this matter.  
Myself, the
owner of this business, and 3 of my employees have gone above and beyond to
satisfy the requests and demands of this customer to no avail.
After the
client...

received 2 lengthy over-the-phone obedience consultations and 1 in-shop
discussion, she pre-paid for a 30-minute obedience session, per our requirement
to reserve the time slot.
Upon arrival
on Monday, September 12th, for her 6:30 appointment I had a short
discussion with her about her dog and the obedience situation she would like to
address that night.  I then asked if she
would be willing to give me 5-10 minutes, because we had a highly aggressive
dog with one of our other instructors that I would like to monitor to keep
everyone and other dogs safe as the aggressive dog was leaving the premises.  She gladly agreed and volunteered to walk her
dog around the facility. At 6:45 I returned to the customer who was
unquestionably heated and began raising her voice that I was late and it wasn’t
going to work.  I apologized immensely
and offered to stay until 7:30 and work with her an additional 15 minutes at no
charge. She opposed and said she wanted to cancel and was going home because
she hadn’t eaten supper.  This lead me to
offer for her to reschedule.  She again
opposed and demanded a refund.  I asked
her to stop by the shop so we could work something out, thinking this might
give her time to reconsider my offers and hopefully get something rescheduled.  At no point in this conversation did I offer
her a cash refund!  All obedience clients
are pre-pay as we have to reserve the facility and pay our other instructors.  There is also a sign posted in our shop
stating, “All Sales Final”.  She cancelled
her session and left upon her choice. I feel that I tried to resolve this
matter by offering numerous resolutions that were readily denied.
Upon her
return into the shop September 15th, I was at my home office and not
present.  I received a call from an
extremely upset employee that the client had returned demanding a cash refund
and began yelling that she should have never had to have stepped foot back in
the business again.  She demanded that
the refund be mailed to her because she wasn’t coming back and stormed out.  I returned to the business to clarify the
situation.  At no point do I feel that
the employee acted rudely, yet she was completely caught off guard by the
heightened situation and almost in tears. 
I did call the client to clarify that I would mail her a gift
certificate.  Again, going above our
policy to try to accommodate her dissatisfaction.  She became extremely argumentative not
accepting my resolution and accused ME of cancelling on HER.  As for her allegations of personally
attacking her and her dog, I completely disagree. 
I mailed her
a gift certificate in the amount of $20 (to use at a later date or with a
different instructor) the same day that she visited the shop only to have it
returned by mail stating that she didn’t want it.  She has posted negative reviews on several
online sites saying that she paid for services not received.  We are trying to provide her with those
services and at one point even offered to add on additional time for free, yet
she has refused.  In one negative review
she states that she will take it down if I give her $20.
For the four
of us at this business that had separate interactions with this customer we can
all readily agree that none of them were positive, which is not exemplary of
our regular clientele. As stated above, we all have gone above and beyond to
provide the highest standard of customer service and resolve any
dissatisfaction.
Please refer
to our lack of reports to the Revdex.com, on-line reviews, as well as our Facebook
page, to view that in 11 years in business we have a large client base that
readily loves the services we provide and regularly raves about our customer
service. We strive to readily resolve any issues that arise and I feel that we
are usually successful in doing so.  This
is an exceptionally rare instance.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:The bottom line here is that I was verbally told I would review a refund. Not a reschedule, not a gift card, a refund. A refund is a very specific guarantee. I specifically asked, "will I receive a refund." Owner said "yes." Your story is an inaccurate representation of what happened in my opinion, but that doesn't matter. Ultimately, I was guaranteed a refund and was not provided with one. If I had received a refund as promised, no reviews would have been posted against this company. Just give me my money back and I will drop this whole issue. 
Regards,
[redacted]