Am I reasonably or unreasonably angry?

[TR]

UPDATE: I had sent the screenshots with my original request. I replied to them and said we wouldn’t be able to use the credit because Donny is too anxious and a couple of hours later I got a notification from Zelle that they’d sent the remaining $245, but no text reply. I just texted thank you and I’m sorry it didn’t work out for us to be able to use their services due to Donny’s anxiety. I’ll leave them a good review on Google or something.
———————
We used a boarding place twice in the Spring for short stays. We had a reservation for the week of July 4th, but got worried about the heat and cancelled with plenty of notice. (They require full payment in advance to make a reservation and if you cancel within 72 hours of the reservation they keep 25% and you can use it as a credit for the future.) I was stupid and when I canceled, I asked if I could just use the money we'd paid toward our holiday reservations that we'd have to make. They said yes. We booked for Thanksgiving and had $245 credit left over. I then booked for Christmas and paid $230 in addition to our remaining credit.

Last week I let them know our plans had changed and I need to cancel the Christmas reservation. They refunded me $230 and when I asked them to refund the remaining $245, they said no, because it's a credit, I can only use it toward future services. (We don't plan to use them again in the future because Donny is just really anxious the whole time he's there so we've found Rover sitters that work.)

And I realize that was the case, however, I voluntarily took a credit, it wasn't like we canceled without notice so I think they should still be refunding me that money. And yes, I should've just made them give me all $795 back in June, but I was trying to be nice/not a pain.

Poll question is just the post title lol

[sdlaura]

I think since it's a credit from months ago, you can't expect them to refund it in cash now. I mean, it would be nice if they did, but I don't think most businesses would do that.

[TR]

Dec 5, 2023 16:24:05 GMT -5 sdlaura said:

I think since it's a credit from months ago, you can't expect them to refund it in cash now. I mean, it would be nice if they did, but I don't think most businesses would do that.

I think if they want to be treated like most businesses they shouldn't require payment in full before any services are rendered.

[deadwing]

I understand your anger/frustration, but you put yourself in this position. You should be angry with yourself more than the boarding place IMO.

[smock]

It's understandable that you're frustrated, but unreasonable to be angry at the boarding place. You made a decision to ask for a credit, and now you're making a decision not to use their services.

Maybe ask if you can get a gift card or transfer the credit, and see if you can sell it to someone who uses the boarding place.

[Patsy Baloney]

Past you was not looking out for present you. That ho.

[rhian]

I'm kind of confused about how much the $230 is in relation to the 25% that they keep when you cancel a booking.

I think they are entitled to not refund in cash 25% of the December boarding cost. How much is that? I'd ask for the difference between $230 and that.

[donutsmakemegonuts]

I definitely think you can be angry here, but you took the credit assuming you would be using it at a later date, which was your choice. You are also choosing not to use them again, so I think you are out that "credit" money. It sucks because that's not a small amount of money to lose.

[TR]

Dec 5, 2023 16:31:34 GMT -5 rhian said:

I'm kind of confused about how much the $230 is in relation to the 25% that they keep when you cancel a booking.

I think they are entitled to not refund in cash 25% of the December boarding cost. How much is that? I'd ask for the difference between $230 and that.

25% of the December booking would be about $120. But they only keep that if you cancel within 72 hours of the reservation. Since it's a holiday, I think it would be reasonable to extend that.

[tacokick]

I’d be annoyed and maybe see if I could talk to who handled it in the summer and explain that your dog’s anxiety is getting worse and you’re not sure if you can use their services anymore. Maybe they would take pity on you?

I think when you converted it to credit you lost some standing though. Do you know anyone else who boards there? Could they use your credit and pay you?

[wanderingback]

In general, I don’t think anywhere that gives a credit would then turn around and refund that money in cash. I would not be angry in this situation.

[jinkies]

I think it's common for businesses to refund the payment type that you used originally. So if I paid for sweater with a gift card, I can't get cash if I return it.

This business seems to use the same system. You paid partly with credit, so that portion is being refunded as a credit.

Sorry. I'm not saying that it doesn't suck, and it's frustrating to lose the money. But it's a common policy.

[k3am]

Dec 5, 2023 16:26:04 GMT -5 TR said:

Dec 5, 2023 16:24:05 GMT -5 sdlaura said:

I think since it's a credit from months ago, you can't expect them to refund it in cash now. I mean, it would be nice if they did, but I don't think most businesses would do that.

I think if they want to be treated like most businesses they shouldn't require payment in full before any services are rendered.

Most businesses have policies and procedures in place. Theirs is payment in full before services are rendered, likely to avoid last minute cancellations. 4th of July is a high travel time, so the likelihood of them being at or near capacity means that holding your reservation means they might need to turn down other dogs. So payment before services rendered is a good business strategy in my book. I don't think you have a leg to stand on for that matter. If you didn't like it, don't make a reservation with them. 

You can escalate getting a refund of the remaining 75% that you didn't forfeit and chose to have them credit towards a future stay, but it's so far past the timing you chose to ask for a credit that I think it's fair that it's at their discretion at this point.

[ssmjlm]

It sucks, but maybe you can let someone else use your credit and they pay you for the credit?

[VillainV]

I think it’s reasonable to be angry about the situation, but not reasonable to angry at the boarding place. It sucks. You did the best you could at the time, but it didn’t work out.

[waverly]

You agreed to the credit and can still use the credit in the future. I would try to do one more booking with them that you keep to use up that credit, then I would likely move onto another boarder.

Our boarder is extremely flexible, but especially the ones in facilities I think are very inflexible probably because they have dealt with a number of issues over the years of their business.

It might be better for them to word it as a non refundable cancellation fee and have it a set amount say $50 or $100. You might still be mad that you don't get the money back, but it might be clear cut instead of lingering credits that you are still dealing with 6 months later.

[flygirl]

This is very common at boarding places in my experience and you’re the one who keeps cancelling so as the other poster said, past you screwed present you…sorry

[Leeham Rimes]

If I’m reading this correctly, it seems like you converted what would have been cash due to you to a credit on your account, most places will not cash out an account credit, unless your state law requires it.

This happened to me with my kids soccer, they owed me a refund and I said to keep it as a credit on my account for future dues. We ended up not going with that particular soccer league but the credit couldn’t be converted back to cash, which was definitely disappointing but a good learning lesson to just always get a refund in the future. My massage place I used to go to had a similar system, now that I’m thinking about it.

[TR]

Dec 5, 2023 16:46:05 GMT -5 k3am said:

Dec 5, 2023 16:26:04 GMT -5 TR said:

I think if they want to be treated like most businesses they shouldn't require payment in full before any services are rendered.

You can escalate getting a refund of the remaining 75% that you didn't forfeit and chose to have them credit towards a future stay, but it's so far past the timing you chose to ask for a credit that I think it's fair that it's at their discretion at this point.

I didn't forfeit anything to their policy. I was trying to be nice and not make them refund me the whole $795 at the time and knew I'd be booking and paying for Thanksgiving soon. But I canceled (both times) well outside of their stated policy of keeping 25%.

[waverly]

Dec 5, 2023 16:52:41 GMT -5 TR said:

Dec 5, 2023 16:46:05 GMT -5 k3am said:

You can escalate getting a refund of the remaining 75% that you didn't forfeit and chose to have them credit towards a future stay, but it's so far past the timing you chose to ask for a credit that I think it's fair that it's at their discretion at this point.

I didn't forfeit anything to their policy. I was trying to be nice and not make them refund me the whole $795 at the time and knew I'd be booking and paying for Thanksgiving soon. But I canceled (both times) well outside of their stated policy of keeping 25%.

Then yes that money is yours per the policy.  But, you muddied the waters a bit by allowing them to keep the credit and then using part of the credit.  Then booking again on part of the credit, and then cancelling. 

So I can understand that they are now confused because they probably didn't keep records of the exact time that you cancelled because you said keep the credit.  So it probably went in their records as the 25% credit (late cancel) because there probably isn't a category for someone that says hey just keep my money for no reason.  

[kiminky]

Do they offer any other services that you might utilize, like grooming?

[rhian]

Dec 5, 2023 16:36:22 GMT -5 TR said:

Dec 5, 2023 16:31:34 GMT -5 rhian said:

I'm kind of confused about how much the $230 is in relation to the 25% that they keep when you cancel a booking.

I think they are entitled to not refund in cash 25% of the December boarding cost. How much is that? I'd ask for the difference between $230 and that.

25% of the December booking would be about $120. But they only keep that if you cancel within 72 hours of the reservation. Since it's a holiday, I think it would be reasonable to extend that.

Oh, sorry, I misread. So if you'd paid in cash for the December booking, they would have refunded you 100%?

I understand the frustration (I'd be annoyed too), but I agree with those that say it's on you for accepting the credit initially. I like the suggestion to see if they'll take pity on you given that you've learned that boarding just doesn't work for your dog, and if not, see if you can transfer the credit to someone else. 

[k3am]

Dec 5, 2023 16:52:41 GMT -5 TR said:

Dec 5, 2023 16:46:05 GMT -5 k3am said:

You can escalate getting a refund of the remaining 75% that you didn't forfeit and chose to have them credit towards a future stay, but it's so far past the timing you chose to ask for a credit that I think it's fair that it's at their discretion at this point.

I didn't forfeit anything to their policy. I was trying to be nice and not make them refund me the whole $795 at the time and knew I'd be booking and paying for Thanksgiving soon. But I canceled (both times) well outside of their stated policy of keeping 25%.

Misread that part. So you can escalate trying to get a refund of the full amount, but the rest of my statement still stands. 

[cricketwife]

I generally think “we feel how we feel” so I’m not going to say you’re unreasonable to be angry. Furthermore, I was angry at Dick’s a few days ago because I paid with an $30 “reward” and they decided that in my return even though I kept more than$30 of merchandise which the reward would have applied to. So I would be angry to lose the money in your case, but the business is acting how businesses act. And not only did you pay with a credit but you’ve made 3 reservations in 6 months and cancelled them all. I can see how they don’t want to refund you because they know you aren’t coming back as a costumer.

[TR]

Dec 5, 2023 16:59:53 GMT -5 rhian said:

Dec 5, 2023 16:36:22 GMT -5 TR said:

25% of the December booking would be about $120. But they only keep that if you cancel within 72 hours of the reservation. Since it's a holiday, I think it would be reasonable to extend that.

Oh, sorry, I misread. So if you'd paid in cash for the December booking, they would have refunded you 100%? 

Yes. And like Leeham Rimes said, it felt like more of an account credit so refusing to refund that last bit is really annoying. They’re very casual, booking is all over text and I pay with Zelle.

[TR]

Dec 5, 2023 17:09:45 GMT -5 cricketwife said:

I generally think “we feel how we feel” so I’m not going to say you’re unreasonable to be angry. Furthermore, I was angry at Dick’s a few days ago because I paid with an $30 “reward” and they decided that in my return even though I kept more than$30 of merchandise which the reward would have applied to. So I would be angry to lose the money in your case, but the business is acting how businesses act. And not only did you pay with a credit but you’ve made 3 reservations in 6 months and cancelled them all. I can see how they don’t want to refund you because they know you aren’t coming back as a costumer.

I didn’t cancel all of them, the dogs went for Thanksgiving.

[mcsangel2]

Frustrating for sure, but once an open credit balance is converted to a business credit, it would take an excessive amount of time and work on their end to convert it back to a cash refund (from a bookkeeping point of view).

[mofongo]

Team you, surprised at some of the responses. You did not violate any policies. I’d book them once more to use the credit. Sorry!

[hermione]

I can’t think of a single place that converts a credit to cash. My vote is unreasonably angry.

[cricketwife]

Dec 5, 2023 17:13:08 GMT -5 TR said:

Dec 5, 2023 17:09:45 GMT -5 cricketwife said:

I generally think “we feel how we feel” so I’m not going to say you’re unreasonable to be angry. Furthermore, I was angry at Dick’s a few days ago because I paid with an $30 “reward” and they decided that in my return even though I kept more than$30 of merchandise which the reward would have applied to. So I would be angry to lose the money in your case, but the business is acting how businesses act. And not only did you pay with a credit but you’ve made 3 reservations in 6 months and cancelled them all. I can see how they don’t want to refund you because they know you aren’t coming back as a costumer.

I didn’t cancel all of them, the dogs went for Thanksgiving.

I appreciate the correction, but it doesn’t change my reply.  Feel how you feel.  Businesses are about profits.