Business ProfileforThe Dog Club

on 5/12/23 my wife ****** ******** had dropped off our 2 dogs Bruno and Samson to "the dog club" for boarding until 5/21/23. We have been using their services for a few years now with absolutely no problems to report and we have an established trust in their services and we have found a routine when we use them for caring for our pets. When we dropped them off we always purchase and reserve their "king suite" and had reservations for this like always with a deposit given for this. My wife left them in the dogs club care and also confirming that they were in the room that we reserved and paid for. Now on 5/21/23 when we returned from our vacation in Aruba I (**** ********) went to pick up our dogs and quickly came to the realization that they were not in the room that we reserved and paid for and I was asking for clarification to the matter and even called my wife to confirm that we reserved the usual room that we always do and once I was reassured by my wife, I confronted the staff and was not given any straight forward answers and was told that there was no manager available to explain the situation. I was contacted the next day by what I was told was the manager by the name of Jay. Jay told me that he apologized and that there was a serious lack of oversight and negligence of contacting us because apparently they had double booked the room and our dogs were selected by staff to be moved without our knowing and approval and put in a lesser quality room. Also I was overcharged and he told me that he was going to look into the whole situation and call me back with a resolution, this was on Monday and I am writing this on Friday 5/26/23 with no call backs and we have reached out several times with what seems like avoidance and Jay is conveniently never available. At this point I do not believe the dog club is willing to take responsibility for over charging and what we view as theft of services and as we paid for a specific service and received a lesser other.Thankyou