ComplaintsforTaj Mapaw

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 1, 2022 we booked and paid for a kennel reservation for $304.00 for our dog ****. I attempted to drop our dog off today for a week stay. The GPS does not take you to the new location and when I went to the old location and ran into another client we were both baffled by the business being closed. I attempted to call them no less than 5 times over the next hour at the number listed on the website with no answer and no opportunity to leave a message. When I called later today to explain the situation and ask for a refund they could not explain why no one answered the phone. I asked them to refund the charge as we already flagged it for a hold with the credit card company and they refused. The "manager" whom I would expect professionalism from, refused and when I suggested that I would leave an unfavorable review, started taunting me stating again and again "your threats don't bother me one little bit!". He then hung up on me. I was surprised that anyone running a kennel would mock a potential client and hope that others avoid this establishment.

  Business response

  01/01/2023

  To whom it may concern:My goal in life has been to have positive experiences with all clients.  But it appears that everything I do to avoid problems does not work for everyone.  This individual went online to our website and created a profile and booked her pet **** a boarding reservation for 8 Days and you are obligated to Self Pay at the time of booking.  Once this process has been confirmed you will receive an automated receipt for you booking.At the top of this receipt is our address  and when you are on the website you will find our address is located in the header and at the footing of most pages.  We also have a tab marked Directions which clearly gives you directions to our facility.  After this process has been taken care of you will receive a Text message  at the beginning it has the clients name and phone number then it moves to the message which confirms your reservation from the 27th to January 4th.  After this you are encouraged to visit our website for facility hours, check-in/out times, pricing, and current policies (cancellations+refunds)When our website first opens you will find our cancellation policy:  Must be at least 72 hours prior to the arrival date or any payements will be forfeited. You will find the cancellation policy posted everywhere on our website.So she was at the wrong location?  Well Try it and you will see that you must select or make a choice as to which location you are wanting? So it appears she put in the wrong address?  Why I have not idea?  Her receipt has the correct address where she had booked her reservation.  The same address is on the website she used for booking.  And even if you were at the wrong location and were to choose the correct location you will find that ****** **** has it as a two  (2) Minute drive and less than a mile.  So it appears this individual was really having a problem with her gps not us.  On the 27th she was able to check from 7 am to 11 am and 3pm to 7 pm...  But she chose to spend here time writing letters to everyone complaining!  The shift manager in the morning answered her call and told her that she was less than a half a mile from the correct location and a 2 min drive but she decided to exhaust her patience by taking her frustrations out on her. We have tried to make this individuals booking and stay as pleasant as possible but this is one of those times that we were not successful!  But we will keep trying because this is great place to work unless you run into a client that is truly out to make your life miserable Thank you,***** ******

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Checked my dog into TajMapaw Oct 31, 2022 for day care and grooming. After picking him up, his food had not been opened and he drank water until he threw it up! The response from **** today was that ***** had no interest in eating or drinking. THE FOOD BAG WAS NOT OPENED by TajMaPaw!! So that’s a lie. The girl checking me in wanted to immediately take my 9lb Maltipoo ***** to a pin by himself while I fill out paperwork. I discussed his anxiety of being alone but the girl seemed uninterested. The bag I packed for ***** included an unopened pouch of food as well as blanket, toys, small bed, leash etc. i could hear ***** barking incessantly and asked to please give him his blanket. She said it would just get torn up when other dogs came. I said he enjoys playing with other dogs but doesn’t like to be alone and his blanket might be of some comfort. She just put his entire bag on a shelf of some sort behind her. She said she would be doing his nails as part of the grooming, they were NOT filed as she said. I was as honest as I could be about my dogs anxiety and was assured he “would be alright”. Surely he isn’t the only dog they have had in their facility with separation anxiety. I was scheduled for surgery and had no choice but to take them at their word. But to lie about offering my dog food and water saying he had no interest is unacceptable and frankly animal abuse. Food was not offered because the package was not opened! Boarders Beware.

  Business response

  11/07/2022

  Good Morning Mrs *******,I am responding to your complaint that you posted on the BBB website last week about your visit to the Taj Mapaw.  I have read what you posted and I understand that you told everyone that you were having surgery that day but I don't find that a reason for anyone to act out as you are doing.  None of what you say can you back up?  And ***** not wanting to leave must have upset you, as it did *****.  I read what you posted on your profile about ***** and found nothing of what you said to be true.  He is a fun loving dog who is eager to play with other dogs and he being terrified of the clippers during his grooming was not true.  He was a real trooper and enjoyed his bath and clipping and the results were apparent.  We also followed your instructions to offer him food during the day but as you were told, he was not in the least bit interested.  He was enjoying his day at the spa.  Now you on the other hand will reap what you sow and I really don't expect you to understand the phrase but I can't understand why you would go to such extreme measures to prevent ***** from having the best grooming and a wonderful day of play.  I can only contribute it to your having health issues.Please get well soon,The Taj Mapaw staff

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 19, 2022, I picked up my dog two days early due to a change of plans. Asking for a refund, they agreed that I should not pay for one day ($34) and would apply that money to my account. However, they require that appointment reservations be made through their online interface, which uses a different third party system that does not access their in-house account. At the same time, the third party account requires prepayment. During the process of discussing this, they mentioned that I already have $20 credit on my account, saying that it has been a deposit. I asked how I could redeem my deposit, and they replied that it was credit that I could apply to my next visit. However, there remains the problem that the reservation system requires prepayment, and there is no mechanism to apply the credit from one account to the payment through the third party account. This policy will tend to accrue cash in the account that, while owed to the customer, can not in fact be accessed by the customer. This apparently includes deposits.

  Business response

  09/25/2022

  Good afternoon, This letter is in response to ****** ******' letter written to your office regarding our policies which are posted on our website and in our office where checking in your pet is required.  ****** ***** has boarded his pet ***** with us on 21 February 2022 where he was complaining about our Liability Policy which requires your signature.  Again he come in on 31 March 2022 and this time he was complaining about our website and told us we needed to find someone who could design a decent website.  This time he even stopped a client out in the parking lot and had a conversation with her for 15 min.  But this is not where it ends, 27 May 2022 He was asking about a $20.00 Deposit he had made and we explained it was credited into his bill for this visit.  And on 20 September 2022 he checked in ***** which he had booked to stay with us until 22 September 2022, a three day lodging.  This was prepaid thru the website which has our policies displayed where clients can easily view them.  But ****** ***** decides to check ***** out on 21 September 2022 one day earlier than he booked.  It clearly states that you will have any credits applied to your account if deemed necessary and they can be used on the next visit.  But here again ****** ***** decides to take matters to another level and explodes in front of other clients that he does not agree with our policies and we should rewrite them.  I can clearly see after reading all of our notes about this client that he does not like our facility and wants to cause chaos every time he comes in.  This time he has moved the chaos to the BBB and included them.  So its time this client needs to accept our policies and or find a boarding kennel which offers him what he is looking for because it is truly not with us!  To add a another note about his past visits, we have cameras (3) just on the office and they record voice and visual, and we always keep notes regarding unusual circumstances. Thank you, Chris Benson

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent the following email to Taj Mapaw June 14 - 16, 2022: To whom it may concern, Last week (June 4 - 11, 2022) we boarded our dog, *****, at Taj Mapaw. My parents picked her up Sat., June 11, 2022 and noticed her fur was sticky around her neck area. After bringing it to the attention of a staff member, she was given a bath and upon bringing her back there was a patch of fur missing (see picture). It was stated by the staff member that they had no idea what was wrong. The staff members also did not know if ***** had been fed or not, as one person said yes and the other said no. Not only am I displeased with the lack of professional care that was provided for my dog this past week, but I also had to take her to the vet to see if they could help me figure out what happened. The vet stated she does not have mange nor does she have a hot spot, but this is most likely due to ***** being scratched by another dog. I understand that this can happen from time to time in the normal course of dog play, but feel that I should have been contacted when this was noticed and am disappointed at the lack of communication on the part of the facility. I am formally requesting a full refund as well as any credit we have on our account. I have not received a response and am needing help resolving this issue. I have attached a picture of my dog's raw flesh, as well as, a receipt from the vet. Please note that I took my dog to the first available appointment they had.

  Business response

  06/18/2022

  Good morning,I am responding to the complaint regarding *****s' skin problem.  I am sorry that we did not notice this problem sooner and advise the customer, although most skin problems that occur this time of the year generally go unnoticed until they have progressed to a large area on the dog.  Most clients find that the veterinarians usually perscribe a topical  cream and some type of medication for this allergy.  Allergies are very common this time of the year and in addition, ******** **** usually will recommend a change of diet because this is the underlying cause of most skin and coat problems.   I don't find any of these problems related to boarding of a pet.   You will notice this is in an area that most will dogs will scratch causing more problems and the picture reflects white specs which indicates it has already spread further than this area.  I have been caring for animals for 46 years and see most of these problems from Spring to Fall.Thank you,Chris Benson

  Customer response

  06/24/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Thank you for your help.  Unfortunately, I do not accept the response from Taj Mapaw.  I would like to note that everyone has the ability to care for pets.  It's whether or not that person or people doing so are able to do it successfully and professionally.  I would like it noted that in the response you received is the first apology that has come from Taj Mapaw, which once again is unprofessional.  I find it very strange that my dog is almost 13 years old and has not once shown any signs of allergies leading to her fur falling out and raw flesh showing anywhere on her body.  We took ***** in perfectly fine, all fur in place, no flesh showing, and picked her up after a week with clearly not cared for. I do not think we should have to pay a dime for the lack of care and communication we received from Taj Mapaw.  Please let me know the next steps in resolving this issue. Regards, ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩