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:08/27/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 wife and I boarded our two dogs at Beaver Creek Pet Lodge Inc. Our dogs were dropped off on Saturday Aug 12, 2023. I provided Mrs. M******* with specific dog food for each of our two dogs. I also informed her of their eating schedule, which is one in half cups three times per day and confirmed that they would have access to clean drinking water at all times. We received a call from Mrs. M******* on Friday morning Aug 18, 2023 two days prior to our scheduled pickup date. Mrs. M******* said that our senior dog had diarrhea and we needed to come get both of our animals. She said that the kennel was a mess and that she couldn't handle cleaning it again. She continued to tell us that she is going to charge us extra for the clean up. We told her that we were not made aware of any additional charges during booking. She also informed us that our dogs were eating each others food during feeding time and that our feeding schedule couldn't be followed. Our senior dog Sarah should of only been given Purina One Healthy Digestive Health formula for adult dogs per our instructions. We canceled the rest of our trip and drove eighteen hours home through the night to get our dogs. When we arrived they were outside in the rain still covered in dog feces. Our senior dog was severely dehydrated and had an infected elbow. My German Shepherd puppy had his nose all torn up from being left in a kennel and not exercised. I couldn't believe my eyes when I saw the condition they were in. My senior dog was sick and we brought her to ******* **** Veterinary Hospital on Monday Aug 21, 2023. She had a fever, infection, and had lost 7.9 pounds. They recorded her weight at 82.6lbs. She was seen less than a month prior to boarding on July 14, 2023 and weighed 90.5lbs. Dr. **** ************ was shocked on how much weight that she had lost. He prescribed antibiotics and anti-inflammatory medicine. Our dogs were neglected and our boarding instructions were not followed.

  Business Response

  Date: 09/21/2023

  A reservation was made by Mr and Mrs ***** for the boarding of their 2 dogs from 8/12/23- 8/20/23PM. They had an older nervous lab and an 11 month old intact high strung german shepherd. Back in July, they had originally brought the lab in for one day of daycare to see how she would do, seeing she was such a nervous dog. She had done fine. I was advised of their diets at the time the reservation was taken. I advised these owners, as I do all owners that want their dogs in the same kennel, that if the eating habits may create a problem, such as one dog eating all the food or dogs not eating their correct food, that they need to be in separate kennels to maintain their correct diets. This was told to the owner again when the dogs were dropped off as they were indeed on different foods but both times the owner declined to put them in separate kennels and wanted their dogs together. Being in business for over 15 years I was well versed in knowing how dogs react when they are in close proximity to each other during feeding time. I followed their feeding instructions to a tee. All dogs are also provided fresh drinking water 24/7 while in their kennels and in the outdoor play yards. The dogs would start to eat their food and I would continue my job of taking care of the other dogs in my possession. When I would walk back by their dogs, I would notice that they would change bowls. I would go in and tell them no and swap their bowls back but this proved to be a constant battle. These dogs should have been put in separate kennels like I had suggested twice. 
  Late Thursday 8/17/23 approximately 930PM, I was at the lodge to bring the dogs out for their last pee run of the night. I noticed that the lab had come down with diarrhea. Hoping it was brief, I cleaned up the kennel and then settled them in for the night. The next morning, 8/18/23 I came in to find that her diarrhea had only gotten worse. I took the dogs outside, cleaned the kennel, bedding, etc. and then being concerned for the lab, did what I have always done, and called the owners that morning. I informed the owners that the dogs had been doing fine but that the lab had developed diarrhea and needed some care. I then offered two suggestions. One being because the lab was such a nervous dog, that there were only a couple days left so asked if there was a family member that could take them for the last couple days where the lab would be home and be more comfortable around her family, that this would possibly help, if this was not an option I then asked if they could contact their vet and arrange to have some probiotics/anti-diarrhea medicine dropped off for the care of their dog. I was immediately met with opposition and belligerence. I was told as long as the dog was eating and drinking, then she was fine. I politely disagreed and said that although the dog was eating and drinking that she was not feeling well and that she needed some help. I also mentioned that it was trying coming in to a kennel of diarrhea and felt very bad for the dog. The owners became extremely belligerent telling me it was my job to clean up the mess, etc. I stayed calm throughout the conversation only seeking help for their lab but instead was attacked for my concern. They both stated that they would pick the dogs up the next afternoon, Saturday the 18th. I then reminded them of a sign I have clearly posted in my office stating 
  that, "as of July 2022, high maintenance/excessive labor for pets may incur additional charges". They got extremely hostile and said they would not be paying me at all. I reminded them of my pick up hours being 4-6PM and the phone call ended at that. 
  I am at work by 7AM every morning. It was a nice morning and all the dogs were immediately taken outside to the play yards. Their dogs were put into their own play yard. I come back in the building, tidy up kennels and prepare dogs meals/meds. I was in my office and at approximately 7:45AM, 2 cars pulled into my lot. I do not open to the public until 8AM. I noticed it was the owners of these 2 dogs and panicked as I did not want to be alone with these people that were so hostile to me over the phone. I frantically phoned my husband to come and be by my side. I then went outside to deescalate the situation and calmly talk to them but they were still in their hostile mode. They went out back and crossed line that was posted with 2 signs that read DO NOT ENTER and trespassed and went and took their dogs out of my back play yards. They left both play yard doors open, the outer door being an extra barrier to prevent dogs from escaping. Leaving this door open potentially left the dogs in the adjoining play yards vulnerable for escaping seeing they were frightened by what was happening. They then verbally assaulted me stating they were going to sue me repeatedly and trash me all over social media. My husband pulled in and the male owner looked at him and said, "if you touch me, I will call the state troopers and sue you”. My husband was dumbfounded. They were given back their beds, which were outside drying, and their dog food and they sped off without paying their bill. 
  They then completely trashed me on social media posting false accusations. They stated their dogs were covered in feces. This is absurd. We are in a record setting year for rainfall therefore sections of all my play yards have not had time to completely dry out. There are areas of mud in every play yard. Some dogs stay away from these areas, some don't. However as a courtesy to my customers all dogs are evaluated before they go home and if need be they are rinsed off or toweled off so they are presentable when they go home. Their shepherd was very high strung and would run along the play yard fence barking at the other dogs, this is why he had mud on him. The lab would find a spot near the front of the play yard and lie down. This area was also wet but it was probably a cooling feeling to her. Because these people showed up over 8 hours before they were scheduled to pick up their dogs, I was not allowed to evaluate their dogs and clean them up of dirt/mud if nec. Again this is a courtesy that I do for my customers. As far as the shepherds nose, as I mentioned he was extremely hyper and would nose at his kennel door when he was inside and then nose at the play yard door/fence when he was outside. His nose was scraped...extremely minor occurrence which was cleaned periodically. 
  All dogs are outside most of the day. My goal is to keep dogs in their kennels only to eat and sleep. In 15 years I've never had a customer attack me because I had called them to get help for their dog. Such a simple request of calling their vet and providing meds for the lab would of prevented so much, not to mention starting their lab on her road to recovery. Their lab should have been their main concern, not attacking me. I took exceptional care of their dogs as I do all dogs in my possession which my loyal and long standing customers have attested to and continue to do so. 
  Respectfully, 
  Beaver Creek Pet Lodge Inc. 
  
  

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  
  
  
  I am currently seeking reimbursement
  for the emergency veterinarian bill that I incurred due to Mrs.
  M*******'s failure to use reasonable care while my dogs were in her
  possession. The Beaver Creek Pet Lodge Inc. pamphlet says “If there
  is a special food or medication that your pet needs to be on, just
  bring it in, again clearly labeled and BCPL will accommodate your
  request”. My wife and I were only provided with one option for
  boarding our dogs. Which was to board them in the same kennel. We
  were told that was all that was available for our vacation dates. We
  were never advised to put our dogs in separate kennels. The
  businesses response on Aug 18th, 2023 clearly shows that
  no reasonable care was taken. Our dogs were eating each others food
  and yet Mrs. M******* continued to feed them in the same manner. A
  reasonable response would have been to feed them separately. One
  example would be to feed one while the other was in the play yard and
  then swap. According to the invoice provided by Beaver Creek Pet
  Lodge Inc. Our dogs were dropped off on Aug 12, 2023 at 10:33 AM and
  picked up on Aug 19, 2023 at 8:02 AM. We never received a phone call
  regarding our dogs eating each other food. We only received a phone
  call on Aug 18, 2023 when my senior dog Sarah had diarrhea. This
  phone call was on speaker and heard by my entire family. Mrs.
  M******* was not concerned about our dog. She was very rude and only
  concerned about having to clean up the mess and that we needed to
  come pickup both of our dogs. She told us that she was going to
  charge us extra for the clean up and how there is a sign posted. We
  told her that she never made us aware of any additional charges
  during booking. My wife and I were devastated and very concerned for
  our dogs after getting off the phone with Mrs. M*******. We decided
  to end our vacation early and drive eighteen hours straight home from
  Georgia. Disregarding our dogs diet instructions due to them being
  boarded in one kennel is no excuse to not provide reasonable care.
  The BCPL pamphlet also states “at BCPL we will do everything
  possible to make your pet(s) feel comfortable, safe, relaxed and
  happy”. We picked our dogs up on Aug 19, 2023 at 8:02 AM. We did
  Not pickup on Aug 18th, 2023 at 7:45 AM as stated on the
  businesses response. I attached a copy of the invoice that shows the
  correct information. I would not call it a nice day either, it was
  raining and our dogs were in the rain covered in feces. It's absurd
  to imply that people can't tell the difference between mud and feces.
  I also want to make it clear that putting a sick dog with diarrhea
  out in the rain is another failure of providing reasonable care. Our
  senior dog was also severely dehydrated and had an infected elbow.
  This is clearly shown in the photo's attached to this complaint. I
  attached a copy of the historical weather data showing that it was
  raining from 6 AM until after 8 AM in Champlain, NY on Aug 19, 2023.
  The BCPL pamphlet also says “And on those rainy, stormy days, there
  is our indoor playroom to romp around in, play with the toys and have
  lots and lots of fun”. The business doesn't have any no trespassing
  signs as indicated in their response. I also want to point out that
  Mr. M******* aggressively stormed up to my wife and I as we were
  getting our dogs belongings (dog beds which were outside not drying
  in the rain). My wife had her phone ready to call the State Police if
  the situation required it. This was voiced to Mr. M******* due to
  never meeting him and the way the situation was handled. After
  arriving home we immediately called and made our senior dog Sarah an
  appointment at ******* **** Veterinary Hospital for Monday Aug 21,
  2023. She had a fever, infection, and had lost 7.9 pounds. At no
  point did we trash Mrs. M******* on social media. Our experience and
  pictures were simply posted as a review. Several people came forward
  after reading our review with similar experiences. We were directed
  to the Chamber of Commerce website where BCPL has a 3.8 out of 5 star
  rating. Mrs. M******* has a history of being rude and complaining
  about pets having accidents in their kennels. In fact we had a women
  contact us due to her dog being picked up from BCPL around the same
  time as our dogs. She said her dog was also covered in feces and had
  lost a lot of weight in a short amount of time. She also informed us
  that she had suspicions that her dog was made to wear a shock collar
  due to not wanting to bark and was attacking remotes after she picked
  him up. This is very disturbing due to our German Shepherd puppy not
  barking for almost a week after we picked him up. As far as the bill
  goes I told Mrs. M******* to send me a bill in the mail prior to
  getting off the phone on Aug 18, 2023. At no point did I tell her
  that I was not going to pay my bill. I received a invoice on Aug 26,
  2023. I paid the full billed amount of $344.74 (check #1471) and sent
  it via certified mail (USPS tracking *********************). Delivery
  was attempted on Aug 31, 2023 at 12:32 PM and a notice was left. The
  check was picked up and signed for on the last day prior to it being
  returned to sender on Sep 14, 2023 at 1:14 PM by Mr. M*******. This
  check was cashed on Sep 20, 2023. I also sent a demand letter with a
  copy of my dogs veterinarian invoice for $384.62 via certified mail
  (USPS tracking #********************) and another copy via first
  class mail. This was also signed for on Sep 14, 2023 at 1:14 PM by
  Mr. M*******. I have not received reimbursement for the emergency
  veterinarian bill as of Sep 25, 2023. I do plan on pursuing this
  matter in small claims court if the BBB process doesn't resolve this
  matter. I am attaching the following supporting documents: Beaver
  Creek Pet Lodge Inc. invoice, pamphlet, Historical weather data.
  
  
  
  Regards,
  
  
  
  ****** *****