Who's right?

[Deleted]

I boarded my dogs and picked them up 12:05 the day I got back which was a Saturday. Their policy states that if you pick up by 12 noon, you won't pay for that day. Well, I got charged for an extra day. And I called back when the owner was there to explain the situation. He said I was lucky I even got my dogs because they close at noon and wouldn't reopen until Monday which would have been another day charges.
I told him that I called ahead and said I would be late and the lady said "no problem". I even said I dont mind paying a late pick up fee but the full amount of days for two dogs was ridiculous. He said too bad so sad. I maintain contracts for a living and the number one rule I was always taught was to be empathetic towards situations.
I said I was never going to board with them again. This was my first and last time. 5 freaking minutes.

So, do I have the right to bitch about this?

[beans]

I think it would have been better customer service for them not to charge you, but I also think they're within their right to charge you. It's their policy and you presumably agreed to it.

I would probably be irritated with them but they have to have a cut off kwim? I wouldnt go back based on how they dealt with it though

[Deleted]

[quote author=beans board=mil thread=45708 post=721364 time=1345151212

I would probably be irritated with them but they have to have a cut off kwim? I wouldnt go back based on how they dealt with it though [/quote]

Pretty much. I mean, when I worked retail we would always stay open 5 minutes late and open 5 minutes early.
I said "Un-fucking-believable" and he said I could take my business and language elsewhere. I was like "No problem and I'll let my friends know this is how you do business".

For real, I didn't yell and wasn't nasty until the end.

[meltoine]

Team you. I get they have a policy and all, but you called and homegirl said "no problem". And it was five minutes. Customer service fail.

I see a scathing yelp review in their immediate future.

[amaristella]

Aug 16, 2012 16:23:32 GMT -5 meltoine said:

Team you. I get they have a policy and all, but you called and homegirl said "no problem". And it was five minutes. Customer service fail.

I see a scathing yelp review in their immediate future.

Ditto.

[blueshirt2003]

I worked at a full service vet clinic and we would generally never stay late for someone to pick up. We usually weren't gone until 6:20pm though. If someone knocked while we were still there we would open up though.

I doubt the receptionist or whoever had to wait for you those 5 minutes. It'd be nice if they didn't charge you but they have rules because people will forever take advantage if they don't. Daycares have a similar policy where it's $5 a minute for every minute you're late.

[Deleted]

It would have been cheaper if they only charged me 5$ a minute that I was late.

[blueshirt2003]

Yea, I know. That's a human daycare $5 a minute charge. I was just giving another example.

At the vet I worked at you were charged for a night when they stayed the night. That was our policy though.

[Deleted]

Team them. Their customer service sucks, but they have to have a cut off. And even if you weren't nasty until the end, you still got nasty.

[bettydraper]

I agree with Beans. I think its super shitty that they went ahead and charged you and I definitely wouldn't go back, but they were technically within their rights to do so.

Bummer, I'm sorry.

[Deleted]

Eh, I'm aware they're legally allowed to charge me since it was in the contract that I signed. I'm also legally allowed to shoot pitbulls that walk into my yard. Doesn't mean I'm going to do it since it's in my rights.
I put a PSA on the FB group I'm in and have gotten about ten "horror" stories about them. I feel better.


*I would never shoot a pitbull. Just using it as an example.

[ilovelamp]

I agree that it was shitty of them, and I would be pissed off too. But in their defense (sorry!) I was taught at my customer service job that once a customer starts yelling or cussing, they are beyond helping and I stop caring. But you did say you didn't yell until the end so I'm not sure.

[beans]

Well you asked who was right. I think you both are in your own opinions/ways. They're right if they don't want customers to be late on pick ups (they maybe have had an issue in the past of people taking advantage of it) and charge a full day. You're also right in that you'd prefer a place with better customer service.

[ilovelamp]

And I love your disclaimer about not shooting pitbulls haha.

[G22]

As someone who works the front desk at a kennel, we are typically there after closing for about another 15 minutes. If someone were there only 5 minutes late we probably wouldn't have charged for it. Much longer though yes. Unfortunately you have to draw a line somewhere. But I agree their customer service sucks and you have a right to go elsewhere. Also we are closed on Sundays and it pisses people off to no end. But its kind of out of my hands as an employee.

[blueshirt2003]

Aug 16, 2012 20:10:32 GMT -5 G22 said:

As someone who works the front desk at a kennel, we are typically there after closing for about another 15 minutes. If someone were there only 5 minutes late we probably wouldn't have charged for it. Much longer though yes. Unfortunately you have to draw a line somewhere. But I agree their customer service sucks and you have a right to go elsewhere. Also we are closed on Sundays and it pisses people off to no end. But its kind of out of my hands as an employee.

The place where I worked was open 7 days a week but closed to the public on major holidays and they'd try to say they'd pick up their pets while we were there feeding and walking. 0_0

They felt that their dogs were being forced to stay but I guess they didn't understand being closed to the public didn't change whether or not we had to go feed and walk but we were not opening the front door. We had 24/7 emergency care though and clients would sometimes try to dispute the after hour charges.

[G22]

Aug 16, 2012 21:28:19 GMT -5 @blueshirt2003 said:

Aug 16, 2012 20:10:32 GMT -5 G22 said:

As someone who works the front desk at a kennel, we are typically there after closing for about another 15 minutes. If someone were there only 5 minutes late we probably wouldn't have charged for it. Much longer though yes. Unfortunately you have to draw a line somewhere. But I agree their customer service sucks and you have a right to go elsewhere. Also we are closed on Sundays and it pisses people off to no end. But its kind of out of my hands as an employee.

The place where I worked was open 7 days a week but closed to the public on major holidays and they'd try to say they'd pick up their pets while we were there feeding and walking. 0_0

They felt that their dogs were being forced to stay but I guess they didn't understand being closed to the public didn't change whether or not we had to go feed and walk but we were not opening the front door. We had 24/7 emergency care though and clients would sometimes try to dispute the after hour charges.

Yea same here. The back crew still comes in and feeds and takes them outside and everything. And the owner lives just below the kennel and checks on them when the staff isnt there. The front isn't open and they don't typically do check in/outs. The policy is if someone wants to pick their dog up on Sunday there is an extra charge. People get really pissy about this. I'm kind of indifferent on it, but I understand the reason for the charge and for people getting pissy. But again I don't make the rules, I just relay them to clients.

[bettydraper]

The vet/kennel we take Nellie to is closed on Sundays. If your dog is staying over a weekend they don't charge you for Sundays. Not sure why, but I'm not complaining.

[Deleted]

We have done doggy day care, boarded, etc. for years and I in no way would be surprised if I were charged an extra day for being 5 minutes late.

The policy exists for a good reason - if they are not unwaveringly strict people take advantage. If you were a long term regular customer for whom they knew this were a complete aberration then maybe they would have been more flexible but otherwise allowing it just sets a bad precedent.

And a pet owner who doesn't follow the rules to the letter, then gets offended when the kennel enforces them, is more of a pain than she is worth at a place like that.

So I am team them. But if it offends you, obviously you don't have to return.

[Deleted]

What makes this "worse" is someone else said that they have been 15 minutes late and were never charged for another day. Eh. I paid for a full day board for 5 minutes. It is what it is. I won't be giving them my business again.

[letsbeawkward]

I think they are right and I agree with beans. It would have been great customer service if they would have let it slide. If it were me, I totally would have not charged you. But those policies are there for a reason and they have to cut it off at some point so I don't fault them for that. I do think the cussing probably didn't help your situation. Sorry.