Complaints

The 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:12/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dropped my dogs off each being about 12lbs, I left dog food and told to always keep a bowl out and left 12 cups of wet dog food to give to them. They sent reports like everything was fine and I was never told they werent eating. I pick them up and they feel so skinny to me, and then they drank from the dog bowl so fast and every last drop that they vomited. I took them to the vet where it was confirmed they lost 2/3 lbs each. I called the business they said they were eating and made sure they were at least grazing. But the weigh in proved otherwise. I havent gotten any response from them and they could have killed them if it was a 3 week stay! Their condition would decline they wouldnt have even mentioned to me. They neglected and starved my dogs and promised me theyd keep constant food and water out but that was a lie. I provided plenty of food, my one dog is extremely social she wouldnt have missed a meal on purpose.

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  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.

  My three dogs were boarded from August 31st, 2023 to September 6th, 2023. The following facts are outlined below:-Prior to dropping off my dogs I attempted to see the facility which states on their website you can tour on their website. I was denied but since it was Labor Day and no other location was available I continued with booking. I was informed I would receive updates on my dogs, one who has a medical condition.-09/06/23 I had never received an update, so when I got back to town I immediately went into the facility and complained about what happened. They stated it was a long weekend and they could not update me with 50 plus dogs in their care. A complimentary bath was supposed to be given.When I took the dogs in the car their paws were wet and they all smelled of urine. I had to detail my vehicle because the smell would not go away. I then noticed when I got home they had fleas.09/07/2023: I attempted to call the facility and speak with a supervisor they stated no one was in and to call back, they took my information. I never received a call.09/08/2023: I called back and spoke with ******** who stated the supervisor was not in and she would relay a message, I still never received a call.09/13/2023: I spoke with ***** who stated the supervisor ******** was not there who was the lead of boarding who I initially spoke with 09/08/2023. I then got the email for ************************09/15/2023: I emailed ***********************, no reply.10/02/23: I emailed a second attempt to **** with a phone from him.10/04/23: **** states through email that the fleas must be a problem we had before. That since I posted a ****** review he is unable to refund any monies and I must have been happy with service since I tipped. I did not know about fleas, or urine or any problems with my dogs until I went home. This is not a way to run a facility. I had several phone calls, emails before I even was able to get anyone to contact me.

  Customer Answer

  Date: 10/16/2023

  Additional photos, receipts and evidence uploaded for complaint

  1. dogs fur when returned from facility (matted)

   

  2. All products used, fleas kept doubling because of eggs germinating from facility

   

  3. flea bites

  Business Response

  Date: 11/16/2023

  Hi *****,

  While I understand the frustration, as I mentioned (and emailed) all of the complaints that you provided were not accurate.

  1. Fleas take ***** days just to hatch, you originally stated they were covered in fleas which is not possible from being at our facility for 3 days.

  2. We do allow tours at all of our locations, at LV 2 we do not allow people upstairs for safety and insurance reasons.

  3. I reviewed the camera footage from the night before and watched them bathe your dogs and dry them before taking them to their room - and yes it is possible that one of them had an accident and it was stepped in, but it would not be anywhere near the extent you are talking about.

  Thank you

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20732887
  
  I am rejecting this response because:

  1. The following response is not clearly accurate because just on a basic ****** search on fleas to hatch is one to ten days. Not ***** days. The above listed individual originally told me 7 days for fleas to germinate and now changing their statement based on my photos. If it is ***** days could you please get this in writing from a certified vet? You have no evidence of how you came up with the number of days.

  2. If the dogs were washed where is the video footage? That is not provided. I would not make up a claim against a business. The following smell is true and I provided photographic images of my dogs fur. This is dated. Unfortunately you can not document smell other than through words. 

  You can not rule out the way the dogs smelled unless you have evidence to prove otherwise. You have submitted none. The dogs were covered in pee and fleas. They required multiple treatments because of your facility. 
  

  Your facility fighting this fact so hard is indescribable of how businesses should operate and ultimately why its being reported. It took a month to even get a response from upper management in the first place. 

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/16/2023

  In response to the businesses denial the business states the dogs were only boarded for 3 days, this is also inaccurate. 
  

  Here is a clear receipt from the company providing the dates from August 31-September 6 as stated.

  Business Response

  Date: 01/12/2024

  I am sorry for the error in the length of the stay - as for the complaint, fleas and ticks both take an average of ***** days to become an infestation (as the customer claims). The dogs were not there long enough to contract such an infestation, nor did we have any other guest complaints about fleas during that time. We do not provide refunds for things like fleas as it is a normal dog condition that is easily preventable by using flea and tick protection (all dog owners are aware of the possibility of their dogs getting fleas from anywhere at any time and typically treat their pets with a monthly flea treatment or collar).

  Additionally there is no way to prove that her dog did not arrive at our facility with fleas already, at this point we will still not be providing a refund.