Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kenneled our dog ******** at First Class Pet Lodge for 4 days. We gave them pre measured amounts of food in separate bags labeled according for each day, a total of 8 baggies, two for each day. We dropped ******** off Tuesday October 29 in the morning and picked him up November 1 in the evening. When we arrived home and unpacked his items we took over for his stay 6 out of 8 food bags were amongst his items. I immediately called and asked about all his food that was left and the owner *** stated I wasn't here I don't know what happened. You could physically see ******** was not eating which I took pictures of. I feel if he was not eating for whatever reason we should have been called and told this, we would have come home from our trip as we were only two hours away. We nor our emergency contact was called. Our dog who is like one of our children only ate approximately two cups of food in four days which is unacceptable and can cause health issues if not death. When we got him home he ate ravenously.We refuse to pay for this type of care they gave our pet.

  Business response

  11/12/2024

  To Whom This Concerns,

  I have had several conversations with *** regarding *********** stay with us. She boarded ********* with us 3 different times in the month of October. 10/19 to 10/20 a 2 day stay with no issues or complaints on care. 10/21 to 10/23 a 3 day stay with no issues or complaints on care and the last being on 10/29 to 11/1/24 for a 4 day stay.

  *** had left a voicemail asking us to please save his uneaten food and send home as it was expensive and didn't want to waste it. ********* would not eat his food even though it was left in his kennel at all times. (It is not uncommon for dogs to not eat while boarding as its a different environment than home and sharing their stay with other dogs and noises.) We tried to add water to his food however that didn't entice him to eat either. He was given lots of treats which he eat.

  I explained to *** that he was provided a clean kennel, provided fresh water and offered his food while under our care. He was let out to play and have potty time 4 times a day along with all the other boarding dogs. I also explained to her that I have 17 security cameras through out my facility and sent her snap shots of the dogs body condition the morning he was scheduled to go home which is time stamped on the lower right hand corner of the photos. I also sent a snap shot of them in the office with him at pick up and there was never any signs of shock or dismay of the dogs condition nor did they question his care or ask to speak to a manager or owner. They were laughing and have a conversation with my employee. ********* even was giving kisses to my employee.

  I have been the owner of this boarding kennel for 3 and a half years and I am very proud of the fact that First Class Pet Lodge was voted The Best of The Best Boarding Kennel in *************** for 2022, 2023 and 2024. Its because of the care and pride we take making sure our pets and customers are taken care of.

  While I am sorry she feels we put her dogs health in a life and death situation, you can clearly see by our cameras he was healthy. At the end of the day we provided the services they needed to take care of her pet while they were away and due to such feel that a refund is not required.

  Thank You,

  ****** ***********

  Owner

  Customer response

  11/13/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  [I do not agree with the out come. You can see in the photos where we had just dropped ******** off he had weight on him and the pictures submitted when we picked him up he lost weight. We wanted to be notified of his not eating for an extended period of time and they just totally do not own they did not do this in which they should have.

  There neglegent behavior has caused stress on which I can no longer deal with so to resolve this I am no longer going to use their kennel services, refer their kennel services and just focus on getting out pup back on track with putting his weight back on after his unfortunate stay at this kennel.

  I read reviews on this business several months before we went on this trip and there were some negative ones but not as bad as when we got home and after telling family what happened some of them said check out the reviews now, they have gotten many more negative reviews. My only regret is I didn't look over the reviews closer to our leaving but we had used them in the past without an experience like this one.

  Good luck to others who use their services and God bless their pets.]
  
  Regards,
  
  ***** ******

*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. ↩