Krystal Creek Kennels

We have been in business since and have always charged our customers per calendar day since the start Customers are always told this at time of booking especially if they are a new client which Mrs [redacted] was toldWhether they remember what we tell them in the conversation is not what we can disputeWhen the complaint came in to us I immediately gave my appology as many times as I could in our conversation on the call back but I did not feel we can give a refundWe have this per calendar day posted on our website and in our office if people come for a tourMy daughter in law that manages the kennel says she is sure that she told her the per calendar day policyWe are now at we said, she saidI will not refund and it is her choice as to whether she wanted to drop off her dogs at 7pm in the evening instead of 8am in the morningIt would have been nicer to have the dogs earlier to get them acquainted to the kennel since they have not been her beforeWe are highly recommended by several other small businesses in our area and around customersI am sorry that she did not understand this year policy but then she should research better when boardingWe give a secure and clean place for our customers 24/and are proud of what we have builtWe do everything we can to make sure our customers are comfortable where there dogs stayWe do not operate like a hotel and charge per nightA calendar day is a calendar day in our business no matter what time you drop off or pick upStopping in and talking would have been a neighborly way of handling this instead of calling and getting snippyyears of customer service given is a proud thing we stand by and one complaint can't destroy it

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was not given proper info when I called to inquireI was not told about a per calendar day charge, about additional charges I would incur for administration of medicine or dropping off the dogs earlier than the 5-7pm time, and was not told about an 8am drop off time, nor was I told there was a website or tours availableI was not told of the different packages they offer until I looked at their site after my dogs had already stayed thereI wrote down the info I was told which took up half a post it noteNot muchThere was never an apology for any of their errors or any misunderstandings, just an "I'm sorry you didn't do this or you didn't do that" putting all the blame on meThat is not a sincere apologyHaving all the blame put on me is not an apologyAgain in their previous statement she puts the blame on me and taking no responsibility for herself or her employeesShe states a lie when she says it was my choice to drop my dogs off at 7pm instead of 8am when I was not given the 8am informationThey asked me when I thought I would need to drop off and did not offer the morning time frameSince our experience with them, they have lost customersWord of mouth does a lot and many people we have spoken with have said they will not return to their facility and others said they will never call to use their servicesOthers have said they have been concerned about how their dogs have been treated after they have heard employees talking to or yelling at the animals, or have heard our storyI wish I would have known things about their reputation before my dogs stayed thereI would never have used their servicesOne unhappy customer can lead to many unhappy customersKnowing I was unfamiliar with boarding should have been enough for them to give me the proper info or direct me to a website - neither was doneI would also like to point out that after looking at their site after my dogs stayed there, it states that dogs are to be vaccinated at least days prior to boardingI indicated on my call days before that I needed to know which shots my dogs needed so I could have them up to date before their stayThis was not told to meIf this is a policy stated on their site, I should have also been told this important infoThis can have impacts on my dogs as well as other dogs in the kennelThey should have told me I couldn't board with them because this is what their policy saysBut they didn't and still took my dogs and my money - more money than what I was informed they would takeI call this very poor and unethical businessIf I should have researched more, then they should also live by what their site saysIf people are going to look at that, then they need to abide by thatI know what I was and was not told, I do not lie, and I do care about how my dogs are treatedI am very concerned about how they treated my dogs after everything I have learned from their site, from other now past customers of theirs, and by just how unprofessional they have beenInsulting people will not get more business, it will eventually lose businessThere are dog groomers in our area that said they will no ***er recommend them to anyoneI was simply looking for an apology and a small credit, not a full refundMy word of mouth is now what I will use to get satisfaction - keeping other dogs and their owners from experiencing the same thing I have Regards, [redacted] ***