Andrew H. on BirdEye
10 months ago
07/28/2019, 13:10 PM
We recently had our three dogs booked at Chapin Pet Lodge for Thursday night through Sunday afternoon. We had three gift certificates each for a 3 day weekend stay. My wife dropped the dogs off on Thursday afternoon around 1pm. She then met me for an out of town weekend trip.
After getting back into town, I went to pick up the dogs on Sunday around 1:30pm. We would have picked them up earlier, but they do not open until 1pm on Sunday. When I arrived, I was asked about the gift certificates, and whether I wanted to buy some. I explained that I was trying to redeem the gift certificates, and not buy any. The woman at the counter said she wasn't familiar with the certificates and would have to call the owner.
When the owner arrived, he got very defensive about the gift certificates, and stated they were for 3 days, Friday-Sunday, regardless of what time you picked up the dogs on Sunday. I explained that I didn't agree with this, and I thought they should be good for any three days. I said it wasn't fair to have to pay for Sunday when they do not open before the required check-out time (12pm). After disagreeing with him, I said I would pay for Thursday night's stay. I then asked about the play times and wanted to make sure we charged only for the times they were actually played with. They should have had 2 play times for the full days, but I expected they only had one play time for Thursday and Sunday. At this time, the owner, Jeff, became very angry and told the woman at the counter to just give me my dogs and not charge me anything. He said our dogs were no longer welcomed back there, and I apparently wanted everything for free. I was kind of shocked in disbelief with how the owner of a business could act like this. With the assistance of the woman at the counter and one of the owners son's, I got my three dogs and all their belongings. As I tried to get all the dogs and their belongings situated in my vehicle, the owner came out to leave in his vehicle. I told him I had planned on paying for services we had, and he abruptly told me that I never planned on paying and got in his car and drove off. I am still shocked at how an owner can act like this.
After getting home, I read another review on Angie's list about how the owner, Jeff, treated a retired military veteran the same way when he questioned the military discount policy. I was disgusted at how he treated a member of our armed services. I understand as a business owner you can make your own pricing policies and rules, but there is no excuse at how this owner reacts when a customer questions the policies. He may need to attend an anger management course!