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:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Sept. 2nd, 2022 I dropped my dog, *****, off at Learn Play Stay Doggie Resort in ********* *** I explained to the staff that he needed eyedrops everyday. I picked him up Sept. 6th and his eye was so red and irritated it was swollen shut. His fur was nasty and his rear end was covered in feces so bad I had to spray him off with a hose and shave his butt because the fur was so matted. I called the facility back and wanted to know why no one called me when his eye had gotten so bad and asked why they didn't clean the poop off him. The manager advised "Well I tried, but I got busy." I advised I wanted the owner to call me. ***** ********* called and I advised I would have to take ***** to the vet again. ***** advised ***** was given his eyedrops, but it was my fault because they were not the correct drops. ***** advised I was not called because his eye had only gotten bad an hour before I came to get him and they usually don't call if you're picking up that day. The vet at ****** ****** ****** advised me to use visine drops because it has a steroid in it. My vet advised there was no way *****'s eye had gotten that bad in a day. He advised that was from neglect and an unsanitary environment. After speaking with *****, she offered a free weekend stay. Did not offer to reimburse me for anything. On Sept. 11th, a former employee of *****'s who worked there while ***** was there reached out to me and advised the facility had no AC, *** was left in a poop covered crate the majority of the day, and no where on his chart stating he needed meds, so he didn't receive them. If you look at the attached chart, you can see the initials do not match the ones below it. Ted also pooped out a sock and I was not advised this happened until I got him home. I told ***** that I am willing to take her to court over this and subpoena the vet and her former employee, but I'm hoping we can resolve this issue. I'm asking for $184 (vet bill and half of stay). **** * ** ****** **** is employee.

  Business Response

  Date: 09/25/2022

  The customer dropped her two dogs, ****** and *****, off on
  September 2nd to board with us until September 6th.  Upon drop off, she did let us know that *****
  had an eye infection and instructed us to give eye drops daily.  The eye drops were Visine eye drops that you
  get at your local Walmart.  We use daily
  report sheets to chart eating and potty habits, medications, and general
  information of the boarding animal.  Our
  staff did give the eye drops that we were instructed to give.  These eye drops are not FDA approved for
  dogs, but we did as the customer stated as they said their vet recommended
  them.  They were given by ***** *. on
  9/2, 9/3, & 9/4.  ******** * on
  9/5.  **** *. on 9/6.   *****’s eye had seemed to improve.  We posted photos on our FB page, and I have
  attached copies of them.  One was taken
  on 9/3, and the other on 9/5.  They are
  not close up photos, but you can see that both eyes were open, and there is no
  redness to the eyes.  Both dogs ate all
  of their food, played normal, had normal fecals, but ***** did poop out two
  socks during his stay, which we informed the customer after pick up as the same
  employee that went to them did not inform me, the owner of the resort, of the
  socks until after the customer had picked up, and also sent a picture of the one
  sock, but they did not get a picture of the other.  ***** did use the bathroom in his crate on
  his final night, and when staff came in, they got it up immediately, and gave
  him a bath.  The staff member didn’t give
  him a professional bath like they should have, and did it very quickly, which
  we have addressed with the staff member.  The customer is blaming my business, even though *****
  arrived at the facility with an eye infection prior to even boarding with
  us.  As soon as the customer picked their
  dog up, within 1 hour, they went on social media and slandered my business,
  without even speaking to the team lead, or myself, the owner.  The post was then shared by multiple individuals,
  and in various groups.  I did ask for the
  customer to take the posts down, as it was defaming my character, which was
  done.  I offered a free weekend stay for
  both of the customer’s dogs, and a free bath.  The customer is listening to a disgruntled employee who during
  only their 1 month employment had a mental breakdown at the facility that was
  witnessed by another staff member, was constantly late, and within one week of
  being hired tried to get other staff members fired.  This ex-employee has a vendetta against two
  of our staff members, and it seems is going at great lengths to try and get
  them fired.   Our facility has two AC units, and 1 did go out.  We had to get multiple companies to come out
  to get quotes, and did have to wait on a loan.  It did take close to 3 weeks to get these done, but we worked diligently
  on the issue.  The dogs were not in
  danger during their stay.  The front and
  middle rooms had AC, so if we had any dogs that needed AC, we could move them
  to either room.  My dogs stayed at the
  resort during this time as well.  We
  bought multiple box fans, and would leave the door open, so the AC from the
  middle room could go in the back room. The customer just reached out to me on Wednesday 9/21
  stating that the former employee reached out to them, they were considering
  taking me to court, and asked for a refund.  I instructed her I was out of town, and would need to get an appointment
  with my lawyer to get advice this coming up week, and I would be in touch next
  week, but now files a complaint two days later.  It has reached a point where we are going to issue a refund of
  $184.00 even though the dog’s eye infection was at no fault of our own.  The dog arrived with this eye issue, we gave
  the eye drops as instructed, and the eye did not get worse until 9/6.  This is the same dog that pooped out two
  socks, of which had to be gotten from home as we do not even have socks on the
  property.  Those are the facts.  The time and money it would take to go to court
  over this is not worth it.  The owner’s
  other dog stayed with us, and there were no issues at all.   

  Customer Answer

  Date: 09/26/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******