This letter is to express disappointment at the poor customer service and bad management practice of Summit Petcare, located at 810 NW Commerce Drive LEES SUMMIT MO 64086. PH: 816-246-7246
My name is Scott Mayman. My wife, Kim, was one of the customers of this establishment and I want to explain a very bad situation that occurred last weekend.
We placed two 90 Pound Labrador dogs at this boarding kennel establishment on Saturday Morning October 6 at 7am and were happy to pay extra to ensure they were placed in a large "Condo" style kennel.
Even on Friday night, prior to drop-off, we physically visited Summit Petcare to ensure their were no nasty surprises and were re-assured that everything was O.K.
saturday morning: everything was not o.K. DUE TO A VERY NASTY SURPRISE!!! Summit Petcare had no availability for our dogs and they were placed in a small Kennel with little room to move about.
We had a flight to catch that morning and had no alternative BUT to put our trust in Summit Petcare that they would do the right thing. The worker told us that this situation always happens and that they would contact us to say that everything would be alright.
We expressed our disappointment and gave the worker our cell phone number for the manager, LINDA PULSE to contact us about the situation, in the hope that Linda would reassure us that everything was O.K. And that they would do the right thing and accommodate our dogs correctly.
They did not do the right thing: Linda did not call.
On Sunday afternoon, we arrived back from our weekend away. As we picked-up the dogs, we were frustrated to find that Summit Petcare would not honor their commitment to customer satisfaction and would not even atleast charge the rate for the smaller Kennel. They still forced us to pay for the Premium Kennel, even-though the dogs were placed in the smaller Kennel on Saturday Morning.
The rude worker behind the counter was yelling at us saying "YOU WILL PAY THE FULL AMOUNT OR YOU WON'T GET YOUR DOGS BACK". Further, she refused to call the manager, whom we suggested could've mediated the situation right there and then!
As the frustration continued from both sides of the counter, we had already located our dogs and loaded them into our van. As a courtesy, and regretfully, we paid a set amount under duress, with the view to seek assistance from the "Unavailable" manager on Monday October 8.
Come Monday, the Manager was not helpful. She stated we were lucky that the dogs were placed in the small Kennel in the first place and that they could've been put in a holding area instead. The manager went on to suggest that my wife was wrong to tell another customer that we receive better service at a different boarding kennel and that the encounter had been video-taped by a surveilance camera (I think she was trying to intimidate us by suggesting the tape could be used against my wife).
Is it Legal to video-tape some-one without displaying a sign that you are being videotaped???
What is the point of paying for a large condo style kennel, when they admit that the dogs actually go into a holding area??? The holding area is not what we paid for. Nor is it published in any policy guideline, or even told to us at ANY stage prior to the Saturday Morning drop-off.
I feel as though this company has given us the old "BAIT AND SWITCH".
This is very bad management and poor customer service. We also believe some sort of refund or compensation is in order from Summit Petcare as a result of the poor customer service and bad management.
Pet-owners beware: Summit Petcare will take your money and charge you as much as they can without being upfront about its policies. I hope no other big dogs gets crammed into a small kennel without owners being aware of the situation.
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