Business Profile
Pet Boarding
Misty Ridge Animal Resort and Boarding Kennel, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/10/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had my two dogs boarded at Misty Ridge for a week. Once home, we noticed one our dogs had two infected puncture wounds in two different locations on her body. We called Misty Ridge to see if they knew what happened- was she hurt or attacked by another dog and see if they had an onsite vet that could see her to address the infection and treat the wounds. It was a weekend and our vet was closed and she clearly had an infection for a few days. We were hoping they could help since she was hurt there and were promised a callback from the owner. Our primary focus was on getting her wounds and infection treated. We were told that the the owners daughter was a vet and could maybe help and that the owner would call us back. After waiting hours for a call- we called back and were told the owner was busy and was not available. They also no longer took responsibility for our dog being hurt in their care. We have seen our vet multiple times as the wounds are not healing and our dog may need a future procedure to address the paw wound. I am seeking a refund on the charge for the boarding and the grooming fee as she was clearly not groomed. Both dogs came home dirty and clearly if she had been groomed they would have seen the two infected wounds that occurred in their care. This place prides itself on the safety of our pets in their care but our dog came home badly hurt, with an active infection that had been there for a few days and has required multiple rounds of antibiotics and treatment. I am very concerned by the lack of care of this place and the lack of ownership they take when pets are hurt in their care. We paid 700 dollars for their stay and now have mounting vet bills treat the injury that occurred when she was in their care. Had they addressed the injury earlier and if she was properly being cared for, the infection and wound would not be so bad. Also seeking reimbursement for medical bills(500 so far) to treat my dog from the injury she got in their care.Customer Answer
Date: 07/24/2024
This is the receipt from the boarding and grooming. Seeking at least a full refund on this **** we have incurred over ************************************************************ their careCustomer Answer
Date: 07/24/2024
This is the receipt from the boarding and grooming. Seeking at least a full refund on this **** we have incurred over ************************************************************ their careCustomer Answer
Date: 07/24/2024
Requested receiptCustomer Answer
Date: 07/25/2024
Receipt attachedCustomer Answer
Date: 07/25/2024
Receipt attachedBusiness Response
Date: 07/25/2024
In the pet care industry, maintaining a high standard of care is *********. It is evident that the well-being of pets like **** and Maddy is a top priority, and steps are taken to ensure their safety and cleanliness during their stay. As we do take pride in how we care for ALL pets in our care this is very surprising to hear. There was no contact with other dogs outside of their runs. **** and ***** were both boarded in their own sperate runs side by side. **** and ***** both received baths and when we checked them out the owner never stated that they were dirty or smelled bad after we took ***** and **** out to them. ***** was a very overweight shepherd and if there were any visible or noticeable puncture on her the issue would have been addressed immediately. We also never received vet bills or photos of these injuries. Unfortunately, in these situations there is no way to tell if this could have happened before their arrival somehow and possibly the owners were unaware. ***** and **** were also not signed up for walks or playtime by their owners, so they never left their runs.Customer Answer
Date: 07/26/2024
Complaint: 21959918
I am rejecting this response because: we were required to pay for the stay and grooming before we were able to see the dogs. We checked the dogs when we got home and called the business regarding the injuries sustained there. We have totaled $1000 in vet bills since bringing our dog home and are asking for a complete refund on the *** we paid to help with injuries caused while there. We also called the business several times and spoke to ****** and told her about the entire situation and were told the owner would call us. When we never received a call, we called back and were told by ****** the owner was busy. Payment was required before we could view our dogs and if had we seen them and how dirty and clearly not groomed they were we would not have paid. We are asking for a refund on the amount paid for my dogs stay and grooming.
Sincerely,
***** ******Customer Answer
Date: 07/26/2024
I do have pictures to show how injuries looked after leaving the business and during treatment as well as vet bills. These were not shared as we could never get the owner or manager to call us back and were instructed we would need to speak to them. We called the business several times and spoke to ****** to try to resolve this matter. She directed us to the manager or ow we who she said would call us back. They never did.Customer Answer
Date: 07/26/2024
Vet bills part 1Customer Answer
Date: 07/26/2024
Vet bills part 1Customer Answer
Date: 07/26/2024
Injury picturesCustomer Answer
Date: 07/26/2024
Vet billsBusiness Response
Date: 07/30/2024
Dear Ms. **************** you for your prompt response and for providing further information regarding ******* condition. We sincerely apologize for the lack of communication and follow-up from our side. Your experience is not reflective of the standard of care and service we strive to provide.
I want to clarify that I was not ignoring the issue or your phone calls.Unfortunately, my now ex-employee never relayed these messages to me, which led to the delay in addressing your concerns. This is not acceptable, and we are taking steps to ensure it does not happen again.
We are committed to resolving this matter and appreciate your willingness to share the photos and vet bills. To better understand the situation and take appropriate action, we would also like to request a letter from your vet detailing ******* injuries, their severity, and what they believe may have caused them. Please send these documents to us at ************************************************************* or through any other convenient method for you.
We sincerely apologize for the distress this situation has caused you and your pets. Please do not hesitate to reach out if you have any further questions or concerns.
Sincerely,
***** ********
Owner
Misty RidgeCustomer Answer
Date: 08/02/2024
Complaint: 21959918
I am rejecting this response because: I have attached the letter from the vet as requested. No resolution on this matter has been provided. I am seeking a full refund on the amount I was charged for boarding and grooming that was not done and would like the vet bills incurred from injuries that happened in your care covered. Please let me know how you will remediate this.
Sincerely,
***** ******Customer Answer
Date: 08/08/2024
Will there be a resolution on this matter?Looking for a refund on charges for boarding and grooming at Misty Ridge and compensation for injuries sustained while there due to their negligence. Vet bills and requested letter from vet has been provided.Business Response
Date: 08/08/2024
We would need full documentation from the vet stating there is no doubt that this is our fault. I appreciate the copy of the bills but if we could get the vet to State in a signed letter on letter head that there is ZERO doubt this was due to the stay hereCustomer Answer
Date: 08/08/2024
Complaint: 21959918
I am rejecting this response because: the vet has already provided a response via a letter and no vet is going to put the language in a new letter. That is an unreasonable request. I would like to still discuss a full refund on the charges for my dogs stay. I would also like to state that we are required to pay before the dogs are brought to us so there is no way to inspect the dogs ahead of payment to confirm grooming was done and dogs are in good health with no injuries. Once noticed, I did call your business and report. What compensation are you willing to provide? My dog came home with an existing infection from an injury that was not there ahead of her stay. The wounds were severe as detailed by my vet as requested. The infection was also so severe it took several rounds of antibiotics and a procedure. These injuries should have been noticed during her stay and at least during grooming if she was actually groomed.
Sincerely,
***** ******Customer Answer
Date: 08/09/2024
Can you confirm what the business is requesting? The vet will not provide a letter stating that with absolute certainty the injury occurred there. Thats an unreasonable request. My dog was hurt there and I am requesting the owner take accountability for her negligence and at minimum refund the cost of the stay and grooming that was not done.Customer Answer
Date: 08/12/2024
This is an unreasonable request. The Vet cannot say with zero doubt where an injury happened without directly observing. I am requesting the business take ownership and refund the charges. I have already had the vet submit a letter with injuries and treatment as requested. How do we move forward?Customer Answer
Date: 08/12/2024
How do we move forward on resolution without this statement from a third party not directly involved?Customer Answer
Date: 08/12/2024
Hi-
Can you confirm what is needed?
Customer Answer
Date: 08/12/2024
Sorry- let me clarify. I meant the business asking for a third party being the vet to provide that documentation is unreasonable. They are not directly involved and cannot say without a doubt how it happened since they didnt not observe the injury. If this is not provided there is no further steps to take? I asking for a refund from the business. Can you guys weigh in on the if the request is reasonable?Customer Answer
Date: 08/21/2024
Any update?Customer Answer
Date: 08/23/2024
Business has left a message for me. I have called her back and am awaiting her call back.
Misty Ridge Animal Resort and Boarding Kennel, Inc. is NOT a BBB Accredited Business.
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