Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/10/2024 Boarded my dog for 13 days with premade food, due to an extreme allergy. I premade his food, brought his food with instructions typed, also by pre intake form prior to boarding him. When I picked him up they gave me 12 days of 1/2 of his daily his food back. He was never given his full meals for 12 of his 13 days there. When I inquired as to why , I was told that I had given them extra food. I did not give them 12 extra days of food. Who does that? I wa told that they were offended that I accused them of not feeding him. And I was no longer welcome back. I paid $1405.05 for this neglect.

  Business response

  05/20/2024

  4/27/2024 ***** ******* dropped off dog, Popcorn, in morning during business hours. She requested the 2nd dog, Jack, to be dropped off Saturday evening after hours. We made special arrangements to have an employee meet the client to check in. Upon check in, ***** told my employee and her daughter to go unload all the food from the truck of two vehicles (hers & her daughters). The canned food consisted of 2 -12ct cases of canned tuna, a case + a large bag contained numerous canned vegetables, and frozen vegetables that were pre-packages. They made several trips to unload the large amount of food. ***** mentioned that there was extra food in case their flight was delayed. There was entirely way too much food for the 13 days stay.
  Jack was put in a suite to board with Popcorn. Popcorn is a very sweet Chihuahua. Jack is extremely aggressive large breed dog. ***** told my employee not to look at Jack and he’ll be fine. My employee told ***** that we are going to have to be separated because Jack is showing so much aggression that we cannot properly care for Popcorn. ***** argued the issue because she did not want to pay more to have Popcorn in a separate suite. Again, ***** was told if Jack continued to show such bad aggression after ***** left, we would separate them. Jack was no better, if not worse; therefore Popcorn was removed from the Suite and placed in another suite. On Monday 4/29, I emailed ***** to make her aware that Popcorn had to be moved to his own suite. I did let her know that we would discount Popcorn’s boarding to a step down room price since she was concerned about costs.
  4/27/2024 Email to *****;
  I understand that you are out of the country - hope you are having a great time!
  I need to touch base with you on Jack & Popcorn's boarding. As you know, we had to move Popcorn from the suite shortly after Jack checked in on 4/27. Popcorn ended up boarding in a separate suite for the week. This option is obviously more expensive, although for this boarding, we will charge a suite price for Jack and a Villa price for Popcorn instead of two full priced suites.
  Popcorn has done wonder and is a sweetheart!
  Jack is not a fan of being here. We are able to slide his food into his suite; otherwise there is no hands on due to his aggression. You will have to get him out of his suite when he goes home on the 9th.
  Best regards,
  ****** ********
  
  Jack’s Feeding: he was fed twice daily - ½ can of Tuna (large cans), 1 thawed bag of potatoes & black beans, and a half of can of a variety of vegetables with 2 tuna cans of warm water.
  5/10/2024 *****’s daughter picked Jack & Popcorn up from boarding. She was very nice & apologized numerous times for Jack's behavior.  Jack’s extra food was sent home including eleven large cans of tuna + one opened can of tuna from his feeding that morning.  ***** called with accusations that we did not feed Jack per instructed. She claimed that we only fed him half of what we should have. Her accusation is due to 11 cans of tuna coming home. ***** was irate with my receptionists.
  I immediately called ***** back to discuss this. She was very abrasive from the beginning. I reviewed the feeding instructions of: tuna 1/2 can twice daily, veggies 1/2 can twice daily, 1 bag of beans & potatoes twice daily. She agreed this was accurate but said she came home with too much food so there is no way we feed him appropriately. She was yelling at me and would not let me speak. I asked her to stop yelling at me - we could not get anything resolved this way. She continued & was using profanity. Other employees could hear her yelling through the phone handset from across the room. I told ***** that she was being totally unreasonable and I would not allow her to treat us with such disrespect.  I also told ***** that she has my staff offended and very upset with her accusations. ***** continued to yell at me and call me a bitch multiple times. I told ***** that we need to part ways and she will need to find a new vet. I told her that I would mail her pets records.
  
  I had a very upset kennel staff to the point that they went out to the dumpster and pulled out some of the empty tuna cans. They asked me to send her a photo of these cans but I did not feel that there was any reasoning with *****. In addition, she was nearly impossible to speak with because she continuously yelled and spoke over me the entire conversation.
  
  5/10/2024 A short time after this conversation, ***** wrote a very slanderous post on Wellington Front Porch FB page. The administrators of that page removed it right away.
  
  Then ***** posted a Google review
  ***** ******* 5/10/2024
  Google review 1 star
  If I could give negative stars I would. I boarded my dog for twelve days while I was out of the country. I prepared his food , since he has a very specific diet  to extreme allergies. With a day extra in case we had delays coming in, because this happens often. I gave them one day extra food. When we picked him up , a day later than expected( because we were in fact delayed by the airlines) we were given back 12 days of his food! He was given half of his diet, which is potatoes and black beans, for 13 days. The other half of his daily diet was never given to him. Which for anyone wondering was tuna fish and vegetables in a can. It's a weird diet but that is the only protein he can tolerate. I even left them my can opener, and a typed out very detailed instruction sheet. As well as the online pre boarding form with all of this documented.This was all explained and gone over with a member of there boarding staff when I brought my dog in for his intake.  So for 13 days he wasn't given any protein or  , just frozen potatoes and black beans.
  The manager at this sham facility actually said that her " girls" were upset to the point of crying at my accusations that they didn't feed him!  She said I brought extra food- 12 days of extra food?????  I paid $1400 for this neglect. DO NOT TAKE YOUR DOGS  TO THIS FACILITY.  Then she has the gull to tell me I'm not welcomed back!! Oh trust me - I will NEVER go back! And I will tell every single person I know in our town not to go there. There was NO ACCOUNTABILITY- -NONE!!  There was clearly miscommunication between staff and everyone is clamming up as to what REALLY happened. We communicated with them several times during our time away and no one ever said a word!!  The Doctors at this clinic should be ashamed. Run from this place. They are terrible.
  --------------------
  ****** ********/Wellington Vet Clinic 5/10/2024
  Google Response
  We are sorry that you feel this way. We strive to provide exceptional care for every pet and treat them as our own. We are not always right and do make mistakes - if that happens, we always own it and make it right with our client. In this particular situation, we are being falsely accused. There was an abundance of canned goods brought in - well more than was needed. This pet was absolutely fed the full amount for its entire stay. I take every valid complaint as an opportunity to improve - In this case, there was no wrong doing.
  Sincerely,
  ****** ********
  Hospital Manger
  -------------------
  5/11/2024 I mailed ***** her vet records for both of her dogs. I looked to see if she responded to my response on her Google review but it had been deleted. My staff and I assumed that she spoke with her daughter and realized that she was wrong, that there in fact were 2 - 12ct cases of tuna brought in. I expected that ***** would call to apologize when she realized that she was wrong. 

*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. ↩