Urban Hound

I spoke with the owner and this has been resolvedThere was a miscommunication, and the funds have been donated to [redacted] Kper their request

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [ [redacted] , While we can understand the reason for [redacted] being boarded as a solo dog, we take issue with the fact that we were not told that she would be boarded as a solo dog or that there was a $20/per night surchargeThe topic never came up when booking her boarding, when we dropped her off, or when we picked her upWhen we picked her up the receptionist said she would charge the balance to the card on file which we assumed was the standard rateOnly later when the charge went through and we received a receipt were we aware of the surchargeWe understand that sometimes things can get lost in translation, but we would appreciate a refund of the surcharge that we were never notified about.] Regards, [redacted] ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues
and/or concerns in reference to complaint #*** I understand that by choosing to accept the business response that my complaint will be closed as resolvedHowever, I would still note that it took almost a year and a complaint with the Revdex.com for the owner to respond.
Regards,
*** ***

Urban Hound issued us a credit ($900+) at their business for training that was halted as a result of behavioral issues that training created with our dog (as requested by vet) In the email UH sent the only restriction on the credit was that it could not be used for "retail" in the UH daycare In July 2016, we requested that the credit be donated to *** *** Krescue as we had moved away from the city and could not use it UH has since repeatedly ignored our calls and emailsMoreover, UH now claims that the credit was never given We have sent, ***, the owner of UH email proof that her trainer confirmed this credit (in fact, broke it down by day) and yet they refuse to honor it

The Urban Hound has a lack of billing transparency & poor accounting practicesI called the business to get a quote for boarding my dog from November - 18, One of the staff said the cost for boarding would be $75/night for nights for a total of $I also mentioned that our dog had attended training at their facility so they could see her information on fileI agreed to the price of $for the total stay and paid their required 50% deposit of $On 11/9/my boyfriend and I dropped off our dogA staff member confirmed her boarding dates and medicine requirements before taking her back to boardingOn 11/18/16, we picked up our dog and the staff confirmed they would charge for the remainder of her stay ($375)A few days later (on 11/20) my boyfriend saw a charge of $on his credit card statementHe emailed the Urban Hound that ***e day asking about the amount difference and received the following response, "The hotel rate for a solo dog is $per night, n

Am I able to respond to *** directly about this? First off, I am sincerely sorry*** has always been listed as a solo in our system as she is dog aggressiveI am not sure who booked your boarding, but they did not quote you the correct price, and I am so sorry about hatI had *** contact you directly so that she could explain to you in detail why she is till listed as a solo and not allowed in our daycareWe do offer itemized receipts, which you are able to access with your Gingr log inThe outline of your bill is there, and I can also email you a copyI did not receive an additional email from you on 12/7, or I would have responded I would never have not responded to you about this had I known it was not taken care ofI thought once you spoke with ***, you understood the reason for the uncharge and was under the impression were were ok with it. Again, I am incredibly sorry for the confusionI will gladly issue you a refund for the $extra dollars per night. best,***

I spoke with the owner and this has been resolved. There was a  miscommunication, and the funds have been donated to [redacted] K9 per their request.

Better...

Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[Hello, The reservation was made under my partner's name, [redacted], and our dog is [redacted] "female, Boxer mix".]
Regards,
[redacted]

Hi there!We do not even have a customer with this name, so this cannot be accurate. In 15 years in business, I have never had a customer with this name. I am certain this cannot be about my business.Please let me know what I can do next to resolve this issue.best,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[[redacted], While we can understand the reason for [redacted] being boarded as a solo dog, we take issue with the fact that we were not told that she would be boarded as a solo dog or that there was a $20/per night surcharge. The topic never came up when booking her boarding, when we dropped her off, or when we picked her up. When we picked her up the receptionist said she would charge the balance to the card on file which we assumed was the standard rate. Only later when the charge went through and we received a receipt were we aware of the surcharge. We understand that sometimes things can get lost in translation, but we would appreciate a refund of the surcharge that we were never notified about.]
Regards,
[redacted]