ComplaintsforPaws and Claws of Morganton

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charge $50.00 and it was impossible to obtain the extra needed vaccine in one day. I was notified the day before my animal was to go to this establishment. They refused to return the deposit fee.

  Business response

  07/11/2023

  ****************** contacted Paws & Claws on 6/19/23 about boarding her cat with us from 7/1/23-7/7/23.She was informed of vaccine requirements during that call and paid the deposit.It was explained to her that her deposit is refundable until 5 days from the beginning of the stay. She stated that the records were Catawba Humane Society,they would be emailed. over. She was sent a new client packet stating that ****** distemper and Rabies were required. On 6/20/23 ****************** replied to the email Thank you so she received the packet. On 6/29/23, ***** emailed her requesting a copy of *******'s vaccines. She replied that she spoke with the ************** and that they did not give ******* the vaccine and that other boarding places were full. She requested a refund of her boarding deposit. She called and spoke with ***** who explained the policy about vaccines and boarding deposits. ****************** informed ***** that she didn't understand why we required the vaccine since cats no longer got distemper and that she didn't support vaccines for animals or humans. At this point the facility manager **** took over and sent her an email reminding her of our vaccine policies that are required by the ** Depart of Ag and that deposits can only be refunded within 5 days of check in. She replied that it was not a normal cancelation because she did not know about the vaccine in a timely manner even though it was explained over the phone on 6/19/23 and also sent in the packet on 6/19/23 that she confirmed receipt of. We stopped responding to her emails since we stated our policies multiple timesOn 6/30/23 she sent another email stating that she could bring ******* on 7/1/23 however that we wouldn't let her and that we were canceling her appointment, that this caused trauma for both her and *******. She also sent another email asking for the owner's information and then a later email telling us that she will be suing for her $50. 

*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. ↩