ComplaintsforAlpha Valley Boarding Kennel
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Complaint Details
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Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We made a reservation 3/20 to board our dog at this location the night of 3/28 within 24 hrs we realized our trip was not going to happen and we called to cancel said reservation on 3/21. We were charged the full amount of the reservation, the business has not replied to voice mails left asking for refund and denied giving a refund when the cancelation was made. There is nowhere on their website or in the terms of the reservation agreement that specifies charges are non-refundable at time of reservation. We received no services from them and would like a refund from them.Business response
03/23/2023
We have a $25 deposit for new customers because often times new customers make reservations and never show up. It is not refundable and has never been refundable. However, we do have a policy of using the deposit as a credit toward future boarding in the event they call to cancel their reservation instead of just not showing up. Clearly this customer just doesn't like our policy, but it protects us from people making plans ***** nilly and is a normal thing for companies that are appointment based to do.Customer response
03/23/2023
Complaint: 19630936
I am rejecting this response because: my issue is with the fact that the policy was not disclosed at time of booking and there is no mention of this policy in the terms of agreement signed or on the website. We were told the charge would be held until after the stay. Never was there a mention that it was a non-refundable deposit. We also gave over a week of notice that our plans had changed which is completely reasonable. I would like the charge refunded. We received no services and never signed agreement to leave a non-refundable deposit.
Sincerely,
***************************
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Contact Information
1469 Pacific Ln
Phoenix, OR 97535-9711
Business hours
Today,9:00 AM - 6:00 PM
| MMonday | 9:00 AM - 6:00 PM |
|---|---|
| TTuesday | 9:00 AM - 6:00 PM |
| WWednesday | 9:00 AM - 6:00 PM |
| ThThursday | 9:00 AM - 6:00 PM |
| FFriday | 9:00 AM - 6:00 PM |
| SaSaturday | Closed |
| SuSunday | 3:00 AM - 6:00 PM |
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.