Shangri-Paw, LLC

From: [redacted] Sent: Thursday, March 31, 4:PM To: info Subject: Business response pursuant to complaint ID [redacted] Pursuant to Complaint ID [redacted] , the facts are as follows: The client in question had emailed weeks prior regarding a boarding stay for his dog during the Spring Break Holiday period After several email exchanges, we contacted him via phone on March 3rd to make the reservation he asked for, and he declined, citing that he was unwilling to pay the requisite 50% deposit Our phone reservation script includes mention of our book-it-bougpolicy for major holiday periods such as Spring Break, as well as our policy that the remaining balance is due at drop-off - the method we use to enforce the no refund policy for major holidays This policy is date dependent, so is not included in our standard boarding agreement When the client arrived with his dog on March, 2015, without prior contact or a reservation, for our busiest week of the spring season, we did not have an open space on the schedule But, because of the length of the reservation, I wanted to accommodate so I rearranged the schedule to make space for the client's dog I then collected the full amount for the scheduled stay I do not remember if I reiterated our policies at that time; he arrived in the middle of a busy day for dogs being dropped off When the client arrived on the 17th, four days earlier than scheduled, to pick up his dog - again with no prior communication - I was adamant in our no refund policy Not belligerent or rude, simply resolved My CCTV camera footage of the calm conversation we had will attest to this The client gave us no notice or opportunity to fill the high-demand second weekend of the break, nor did he seem interested in the potential hardship his unannounced arrival created for my business I refunded the price of the bath he asked us to give his dog, but never gave us the opportunity to administer, and, after stating that he would "take it up with the Revdex.com", he left with his dog and propertyLater in the day I was able to fill some of the dates he vacated, so I refunded the remaining balance the client forfeited as an act of good willI dispute the clients' claim that he has not received a refund of the money he forfeited He received every penny he was seeking the very day of our interactionI dispute the client's characterization of our conversation on the 17th, and have the footage to prove itI also dispute the client's claim on your records that he had contact with us on the 10th of March We contacted him on the morning of March 3rd and had no further contact until his arrival in the lobby on March 11th I hope this helps you in concluding your resolution to this complaint [redacted] Owner, Shangri-Paw, LLC [redacted]

sans-serif;">From: [redacted] Sent: Thursday, March 31, 2016 4:22 PMTo: info <[email protected]>Subject: Business response pursuant to complaint ID [redacted]   Pursuant to Complaint ID [redacted], the facts are as follows: The client in question had emailed weeks prior regarding a boarding stay for his dog during the Spring Break Holiday period.  After several email exchanges, we contacted him via phone on March 3rd to make the reservation he asked for, and he declined, citing that he was unwilling to pay the requisite 50% deposit.  Our phone reservation script includes mention of our book-it-bought-it policy for major holiday periods such as Spring Break, as well as our policy that the remaining balance is due at drop-off - the method we use to enforce the no refund policy for major holidays.  This policy is date dependent, so is not included in our standard boarding agreement.  When the client arrived with his dog on 11 March, 2015, without prior contact or a reservation, for our busiest week of the spring season, we did not have an open space on the schedule.  But, because of the length of the reservation, I wanted to accommodate so I rearranged the schedule to make space for the client's dog.  I then collected the full amount for the scheduled stay.  I do not remember if I reiterated our policies at that time; he arrived in the middle of a busy day for dogs being dropped off.  When the client arrived on the 17th, four days earlier than scheduled, to pick up his dog - again with no prior communication - I was adamant in our no refund policy.  Not belligerent or rude, simply resolved.  My CCTV camera footage of the calm conversation we had will attest to this.  The client gave us no notice or opportunity to fill the high-demand second weekend of the break, nor did he seem interested in the potential hardship his unannounced arrival created for my business.  I refunded the price of the bath he asked us to give his dog, but never gave us the opportunity to administer, and, after stating that he would "take it up with the Revdex.com", he left with his dog and property. Later in the day I was able to fill some of the dates he vacated, so I refunded the remaining balance the client forfeited as an act of good will. I dispute the clients' claim that he has not received a refund of the money he forfeited.  He received every penny he was seeking the very day of our interaction. I dispute the client's characterization of our conversation on the 17th, and have the footage to prove it. I also dispute the client's claim on your records that he had contact with us on the 10th of March.  We contacted him on the morning of March 3rd and had no further contact until his arrival in the lobby on March 11th.  I hope this helps you in concluding your resolution to this complaint. [redacted] Owner, Shangri-Paw, LLC[redacted]

From: [redacted] Sent: Thursday, March 31, 2016 4:22 PM To: info <[email protected]> Subject: Business response pursuant to complaint ID [redacted]   Pursuant to Complaint ID [redacted], the facts are as follows: The client in question had emailed...

weeks prior regarding a boarding stay for his dog during the Spring Break Holiday period.  After several email exchanges, we contacted him via phone on March 3rd to make the reservation he asked for, and he declined, citing that he was unwilling to pay the requisite 50% deposit.  Our phone reservation script includes mention of our book-it-bought-it policy for major holiday periods such as Spring Break, as well as our policy that the remaining balance is due at drop-off - the method we use to enforce the no refund policy for major holidays.  This policy is date dependent, so is not included in our standard boarding agreement.  When the client arrived with his dog on 11 March, 2015, without prior contact or a reservation, for our busiest week of the spring season, we did not have an open space on the schedule.  But, because of the length of the reservation, I wanted to accommodate so I rearranged the schedule to make space for the client's dog.  I then collected the full amount for the scheduled stay.  I do not remember if I reiterated our policies at that time; he arrived in the middle of a busy day for dogs being dropped off.  When the client arrived on the 17th, four days earlier than scheduled, to pick up his dog - again with no prior communication - I was adamant in our no refund policy.  Not belligerent or rude, simply resolved.  My CCTV camera footage of the calm conversation we had will attest to this.  The client gave us no notice or opportunity to fill the high-demand second weekend of the break, nor did he seem interested in the potential hardship his unannounced arrival created for my business.  I refunded the price of the bath he asked us to give his dog, but never gave us the opportunity to administer, and, after stating that he would "take it up with the Revdex.com", he left with his dog and property. Later in the day I was able to fill some of the dates he vacated, so I refunded the remaining balance the client forfeited as an act of good will. I dispute the clients' claim that he has not received a refund of the money he forfeited.  He received every penny he was seeking the very day of our interaction. I dispute the client's characterization of our conversation on the 17th, and have the footage to prove it. I also dispute the client's claim on your records that he had contact with us on the 10th of March.  We contacted him on the morning of March 3rd and had no further contact until his arrival in the lobby on March 11th.  I hope this helps you in concluding your resolution to this complaint. [redacted] Owner, Shangri-Paw, LLC [redacted]