Run - A - Muk

It is our policy to have client prepay, or at least leave a deposit, when boarding over the major holidays We have had to do this because of the high percentage of no shows during these times The client was on a waiting list to board the weekend after Thanksgiving and was informed there was a cancellation The client was asked to pre pay for the boarding in question and did so 11/16/so clearly had some verbal notification of holiday policy The client then called to cancel the reservations (for large kennels) 11/21/and was told that if we couldn't rebook the space she would be charged as we had already turned other people away to guarantee her dogs the space The boarding dates in question were 11/to 11/27/ The client called back later on 11/21/to complain about the policy After discussion with the on site manager her money was in fact credited to her card per her desire that day.The client then called me, the owner, to complain about the policy the following week I do not remember the exact date She told me the manager claimed to own Run A Muk and that she didn't know who she was but she sounded like she was from New York?! I know that everyone at Run A Muk identifies themselves with the phone greeting The client went on with the same things she says in the Revdex.com complaint I listened to her complaint in its entirety and reassured her she got her refund and apologized for the miscommunication I'm not sure what else we can do or say at this point.Brice S***

It is our policy to have client prepay, or at least leave a deposit, when boarding over the major holidays.  We have had to do this because of the high percentage of no shows during these times.  The client was on a waiting list to board the weekend after Thanksgiving and was informed...

there was a cancellation.  The client was asked to pre pay for the boarding in question and did so 11/16/2016 so clearly had some verbal notification of holiday policy.  The client then called to cancel the reservations (for 2 large kennels) 11/21/2016 and was told that if we couldn't rebook the space she would be charged as we had already turned other people away to guarantee her dogs the space.  The boarding dates in question were 11/26 to 11/27/2016.  The client called back later on 11/21/16 to complain about the policy.  After discussion with the on site manager her money was in fact credited to her card per her desire that day.The client then called me, the owner, to complain about the policy the following week.  I do not remember the exact date.  She told me the manager claimed to own Run A Muk and that she didn't know who she was but she sounded like she was from New York?!  I know that everyone at Run A Muk identifies themselves with the phone greeting.  The client went on with the same things she says in the Revdex.com complaint.  I listened to her complaint in its entirety and reassured her she got her refund and apologized for the miscommunication.  I'm not sure what else we can do or say at this point.Brice S[redacted]