Pierson Creek Kennels

We have been boarding Riley here for about 10 years.

This is a clean, healthy, cool, and friendly place for your loved one.

Never an issue, always fairly priced.

Excellent care,

Thanks Kyle and Sharon.

Ken and Karen

Review: Pet pick-up practice is deceptive and a way to charge the customer an unfair extra charge. Could have been one time occurence but doubt it based on Manager and Owner being immediately defensive pointing to contract; no aplogy for miscommunication or ommision of key information that costs the customer unfair extra charge. Hiding behind contract. Deceptive phone practices.

My experience: I called at 9 am to ask when my 2 [redacted] would be ready for pick-up. I was told "ANY TIME BEFORE NOON". When I arrived at 11 am, I reviewed the invoice, noticed an extra day charge on the bill. When I questioned it, I was told that AFTER 10 AM constitutes a new day and additional full day charge. When I reminded the manager ([redacted] that I spoke to her earlier (she affirmed), and reminded her I had asked about pick-up times, she told me pick up was until 12 PM and directed me to the contract that notes the fee. I told her I don't doubt it is in the contract; but if she would have told me I would pay for another day after 10 AM, I would have come before 10AM. She was unapologetic and took no responsibility for leaving out this relevant extra charge information when I called at 9 am; standing by her statement that pick-up time is between 8-12 noon. I called to give the owner [redacted] feedback about my experience. He was not empathetic, and defended the extra day charge, telling me my dogs were walked and cared for during that time. He also directed me to the contract and took no responsibility for omission of important fee information. I told him I thought it was a bad business practice not to tell people when they call and suggested he do so. His response was rude, disrespectful as he hid behind the contract. I am shocked at such horrible treatment. Not sure what can be done other then to warn others. If he treats the human so rudely; I certainly don't trust him with my dogs.Desired Settlement: Address this as a possible scam and way to charge customers unfairly. PCC hides behind the contract and misleads customers on the phone. Rude business person. No respect for the customer. Felt deceived and taken advantage of.

Business

Response:

This customer had boarded her dogs with us other times prior to this last visit. On her second visit with us, the customer had been charged under the same policy of which she is complaining and there was no complaint then. Our check out time for our boarders is 10AM. Picking up your pet after this time does incur the customer an additional day's charge. When customers make initial reservations with us, they are notified of this policy. When they arrive for their first boarding, this is reviewed again in our boarding contract, which the customer signed. All procedures and policies are reviewed with all new customers. Intentional deception is not a business practice. As business owners, we were apologetic that the customer had felt deceived, though surely that was not the case. However, we are also not in the practice of being taken advantage of, when customers don't feel like paying. During the conversation with the customer it was agreed by all parties that the dogs were well cared for and returned happy and healthy. She had no problem with the service, but didn't want to pay for the service.