Reviews

Review Details

• Review fromBreanna M

  Date: 09/12/2022

  1 star
  If I could provide NO STARS I would. I sent my dog here for boarding and I HIGHLY REGRET that decision. He spent a total of 6 days in this facility's care. I was told prior to placing the deposit that the daily charge would be one price, and following his pick up I was charged a completely different fee. In result I asked for a breakdown of the cost in which only showed his days that he attended but not a cost for anything additional. My concern is partially the miscommunication about the cost of this stay but furthermore the condition in which my dog was in upon returning my vacation. Prior to dropping my dog off to this facility, he had no ongoing issues with his skin or limbs. Upon returning from my vacation he had a really BAD SKIN INFECTION on his neck along with a SWOLLEN PAW. I am sadden by this because I expected him to be in the same condition in which he was dropped off. I am very disappointed in the service of this facility during his stay. My dog came there on various occasions for day school and never experienced such care. I am highly inconvenienced as I had to come out of pocket for his BOARDING COST followed by an EMERGENCY VET VISIT because of this facility negligence. In result, after mentioning this and showing before and after pictures of my dog to this facility they have decided not to take action in resolving nor claiming any accountability for this issue. DON'T TAKE YOUR FUR-BABIES HERE!

  Fieldstone Animal Inn

  Date: 09/23/2022

  Dear Ms. **********
  After reading the review and the email you sent us, we requested the invoice from your veterinarian to view the diagnosis and Simba's medical history. The veterinary practice sent the two most recent invoices of Simba's veterinary records. The records show that Simba was seen on July 5th for Rod & Cocci bacterial infections. It was also noted on his records that he receives Cytopoint for seasonal allergies. These are two serious bacterial infections and if the medication that was prescribed was not fully finished or if he was not seen again to ensure the infection was fully cleared and did not need another dose of antibiotics, it is possible they returned.
  The second photo you submitted (of his shaved neck area) was the photo we took and submitted to you. Two days after Simba was with us we noticed his neck area was matted and our groomer attempted to remove some of the matting. We needed to shave the area since the mats were so tight against his skin. The area was red and irritated and smelled horrible. We notified you of this as soon as we saw it and we do not feel this got this bad in the two days he was with us. We attempted to treat it and we washed and cared for it every day he was with us. This is beyond the regular scope of care but we were happy to do this for Simba to get him some relief from the pain and discomfort. When a cytology was done by your vet (after his stay) it revealed that Cocci bacteria in the area of the neck. Since it is very probable it was a pre-existing condition that progressed during lodging we do not feel we are responsible for the vet bill. It would have required him to be seen at some point regardless of whether he stayed with us or not. Again, the care that was taken was not charged in addition to your regular lodging fees.
  We also contacted you prior to pick up and Simba was given a dose of Benadryl to help with his seasonal allergies. We unfortunately do not see any swelling in the photo you submitted, and his other paw is not pictured for comparison. Vet record shows they recommended Epsom salt baths and a sock to cover hot spots. Hot spots are not caused by lack of care by our pet care technicians.
  Your invoice reflected charges for the following: 6 nights that Simba stayed, an additional nightly charge for picking up after 12 noon (this is our pickup time, just like a hotel, you need to depart by a certain time), and since you picked up after 7pm you were charged an additional $35 for an after hours fee, our lobby closes for departures of lodging guests at 7pm. We apologize if there was confusion on the fees.
  We stand behind our promise and commitment to providing superior, loving care for each guest. We absolutely provided high quality services while Simba lodged with us.