ComplaintsforThe Lodge at New Tampa

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i left my 10lb puppy who is only 5 months old at daycare facility to ensure he would be fed and walked while i was away for the day. i packed 3 bags for him. 2 were meals and one 1 bag full of treats. i dropped him off at 7 am and picked him up at 5:30 pm on 2/7/23. when i got home and looked in his bag i packed i discovered his lunch bag was still full and he has not eaten since his snack at 9am! he went 8+ hours without eating because the facility misplaced his bag and did not realize he had not eaten lunch! the purpose of me brining him to facility was to ensure he eats and gets walked as he is a puppy and needs food around the clock. i brought him to facility to get peace of mind he would be taken care of but i walked away feeling disgruntled knowing my puppy went hours without eating and no one at facility noticed! the owner reviwed camers and relayed she sees 3 bags were taken out of bag i packed but YET i came home with a bag full of food. i ALSO documented on their portal his feeding scheduling. this neglect could have been prevented by staff if they utilized their portal efficiently and if staff hadn't misplaced my bag with his food in it!

  Business response

  02/10/2023

  We have talked to this clients several times. We have video showing we took the 3 bags out of her bag and at 815am the puppy (Chino) was given his food. Also on video we show he was given his second bag of food at ****. He was given the 2 treats that was in the 3rd zip bag at 10am and 3pm. We apologized if she thought her puppy was not fed, but we show that he was fed per the instructions she provided to us.

  Customer response

  02/10/2023

   
  Complaint: 19372741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

   

  facility states my puppy was fed 2 meals i supplied THEM YET i came home with a bag full of food labeled lunch that i had packed.  he was famished when we got home.      facility insist they have security camera showing he was fed but its impossible  as I HAVE the bag  FULL of food.   Had the facility owned up to its mistake and acknowledged they need a better policy in place to prevent this type of ANIMAL NEGLECT  i would have been more understanding. However ***** still  insist he was fed and it seems she is more concerned about her business and its reputation then my puppy's well being!    

  Business response

  02/10/2023

  This is a closed issue. We have spoke to the employees who did the breakfast and lunch feeding as well as reviewed footage of them preparing and giving the pet food. Both employees are excellent at their positions and have never given a reason to doubt them. At the end of the day the employee that fed lunch came and told us the pet did not eat lunch and the food bowl was verified to still have food in it by one of the leads. It was the pets first time at our facility and many pets will not eat the first day due to a change in environment and other psychological factors. We tried to explain this to the pet owner but she refused to listen to what we were saying and remained confrontational for the entire conversation.

  Customer response

  02/16/2023

   
  Complaint: 19372741
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  the issue IS NOT CLOSED.  

   the previous correspondents conflict with what i was previously told.   i was told IF an animal does not eat wet/dry food put out, it is disposed of since it was sitting out.     IF breakfast was not eaten by my puppy and his food was disposed of then how come he was not fed lunch??????   i came home with a bag FULL OF LUNCH that  i had packed prior to drop off.      IF the employees were as attentive as ***** claims they would have ensured he was served lunch as he is new to facility and only 5 months old! 

  i would appreciate footage of my puppy being fed lunch! ***** relayed she shows employe pulling out 3 bags BUT does she have footage he was served lunch?   imposisble as i have the bag of food!

  i disagree in any was i was confrontational. ***** repeatedly talked over me when she called to discuss the incident.  had she been more empathetic i would have been understanding to their accident!   instead she was nonchalant and defensive.   its no surprise staff at facility lacks communication and misplaced his bag since they are under her leadership.

   please provide footage Chino was fed lunch

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog received boarding services from The Lodge from June 30, 2022 to July 10, 2022. He was severely neglected during this time period. This neglect included one ear becoming severely infected to the point it burst open and begin to oozing a brown liquid. The facility failed to seek out immediate/urgent medical care and also failed to make phone call attempts to me to speak directly to me about the issue. I had to seek/arrange immediate medical care fr NY state where I was at the time. They failed to take him for the 30 minute one on one play time twice a day they were supposed to be providing to him. They would have likely noticed his ear issue before it became as bad and infected it became if they had. The facility complained of the number of times they had to bring him to the vet hospital for the needed medical care (initial and follow up appointment). They also couldn't explain an injury noted on the side of his front right paw when I picked him up on Sunday, July 10th. Other neglect incidents include my notifying them that opening from my dogs suite to the outside lanai remaining consistently open during the day despite the hot weather and my reports notifying them of it being open and his behaviors that suggested that he was hot. They also ignored my reports that his light was being left on very bright throughout the evening that may have possibly affected his rest/sleep in some way. This went on for 5 evening's before I had to send them screenshots of how bright his room was throughout one night.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/15) */ We have already spoken with this client several times about this issue. Her pet came in with a pre existing ear condition and nothing that we did had anything to do with the ear getting worse. We took the pet to the vet several times and got it the care it needed even though the dog was very aggressive to our staff and the vet staff. The vet had to sedate the dog each time the examined him due to his aggression. We provided a service that we full filled and payment was for that service. Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Lodge did not respond to my dogs urgent medical need in a timely manner. They also failed to provide him with one on one play time they were supposed to be providing him that would have likely resulted in them actually seeing that medical attention to his ear was needed. This would have likely avoided the severity of what it became that resulted in his being in prolonged pain AND costly vet attention. His being aggressive was due to him being in the severe pain he was likely feeling. His aggression should not have caused The Lodges complete neglect of my dog's medical needs. Plus they should have had some type of policy/procedure to follow to insure the boards get to immediate medical vet attention. My dog had to wait 2 days (from the date I was notified, date of actual urgent vet need is unknown as they clearly were not paying any attention to him) before I MADE ARRANGEMENTS for him to be seen and treated by a vet. They. I should receive a FULL refund as they failed to provide adequate care to my dog. On top of this, they were never able to tell me what caused the open wound on the top right side of his right paw, something else that is being treated by his vet to date. I want a FULL refund. Business Response /* (4000, 9, 2022/07/22) */ Again, we have spoken to this client several times. We provided the services she paid for. There will be no refund. We have all the documentation to show the services we provided was met.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place literally almost killed one of our dogs. No staff at night. Nothing for boarding is as advertised (a/c controlled not a thing during the day, dogs laid in filth all day, lied about charges we were told via text, and more and more). Ate a stuffed toy. We saw stuffing on the floor and thought maybe it got ripped up. Wrong. He ate it and the through it up days later. A toy in the room disappears and nobody through it away... they really don't care beyond lip service. I'm still concerned something is wrong. So far I've racked up about 1k in vet bills from health issues because they violated their own terms and conditions we signed/agreed to. We were offered a $200 refund "so we could get the dogs groomed and so they can feel comfortable." My dog would have died if he wasn't a giant breed. - The dogs laid in filth and the staff acknowledged via phone call on their recorded line that they didn't clean up like they should have (video feed we saw confirmed lack of cleaning as well). - one dog caught kennel cough while isolated from gen pop. The pictures are upside doThe vertical sore on the left hand side in the scabbed over image is the vertical sore on the right of the bright pink sores. - Multiple large open sores on male's testicles from lying on a hardened surface for six days in filth. The sores could be seen from quite a distance away. - We don't feel the ranch suites are as advertised. The door to outside was open all day. I'm not sure how the air conditioning and air exchanges every 15 minutes or whatever is noted on the web page when the door was open all day. When it was hot they put a fan on the floor. The Mastiff drooling all day from panting contributed to the filth they were laying in all day. - Text message and phone call painted a very clear picture both dogs would be covered for a single room charge. The staff acknowledged it was confusing. There is more but the character limit is stopping that.

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/06/28) */ Here at the Lodge we strive to make sure the pets have a great experience during their stay. All the staff loves the animals and does what is needed to be done to make sure they are taken care of in every way. The clients complaints have been addressed with the them several times and the client is the one who made the reservation and the cost estimate is seen by them before they finish the reservation. Consumer Response /* (3000, 12, 2022/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vet bills were never even entertained for reimbursement. Other people posted similar complaints within a few days of each other on social media. There were also several concerning posts regarding their animal welfare and accountability of animals (lost a puppy? Really?). They "addressed" the concern by arguing how what they did was ok just as they did on their response. Zero acknowledgment that they were negligent in not even maintaining a base level of cleanliness where they were sleeping. No staff after hours so animals alone all night at the time of our stay. Not climate controlled at all during the day while we had our stay. Picture attached clearly states they'd be charged once. This was confirmed several times on the phone. The estimate that was given initiated that ask about being charged for two when they would be in the same room and the lodge staff said on the phone one charge because they would be in the same room. The screenshot speaks for itself as do the vet bills that immediately followed.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 30th when picking up our dogs the manager Jenipher told us that my mom's dog was boarded alone when she told us that they will be boarded together as an exception due to no room in the facility, when we checked them in. Per liability dogs that don't live together cannot be boarded together. When picking up the dogs she said that she separated Rosie my mom's dog and boarded her alone because a room became available and per the DM the decision was made. This was never told to us through a phone call or anything. She then changed her story stating that my mom's dog wouldn't eat and that is why she boarded her alone the whole time. The worst part of this is that both of my dogs came home and acted as if they did not have any water and both had severe diarrhea throughout the whole night and next day. One of my dogs cannot even walk since then. I am having to spend money on vet bills and wish to be compensated for their stay. We did not get good service as the manager was nasty and unapologetic about it. We did not pay an exorbitant amount of money to have a dog separated and my dogs completely ill from it all. They have never been ill like this before. My mom's bedding reeked of dog poop as evidently her dog was sick from it as well. When I mentioned the good service I received from a previous employee, this manager proceeded to yell out in the lobby to me that he was a liar!!! Such terrible happenings from this company. I also have video if needed of my dog unable to walk since I got him. Due to limitations of uploading video content to this page I was unable to upload.

  Business response

  11/17/2021

  Consumer Response /* (2000, 5, 2021/11/03) */ The resort has resolved the issue.

*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. ↩