ComplaintsforCamp Paradise Pet Resort

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/27/23 - 7/31/23 I was boarding my dogs now one has an eye issue and the other has a bad skin infection they didn't feed them even after i put their food in separate ziplock bags nor did they give them their toys and blankets

  Business response

  08/14/2023

  August 14, 2023 
  
  Re: BBB Complaint ID ******** 
  
  I am writing in response to a letter received from your agency, to address complaint #********.   
  
  The complainant's statements are patently false, unwarranted, unfounded, and completely fabricated, and this has already been proven in multiple ways. After attempting to work with the complainant, and address her concerns in good faith, I now believe that she is simply trying to profit. As I review the complaint that she issued to the BBB, I noticed that she left out the fact that she has already been refunded $310, on a bill that originally totaled $240 for boarding her dogs.  
  My staff and I initially made several good faith attempts to address her complaints. We were kind and listened to her concerns. As it was her first time boarding her dogs with us, I gave her the benefit of the doubt before even speaking with her veterinarian, and issued a payment in the amount of $310, to be applied towards medical expenses and/or a partial refund of her boarding bill, to offset the cost of the medical examination for her dogs. I issued a payment that was in excess of her total bill. The complainant falsely claimed that her dogs were exhibiting symptoms caused by me or my facility. I know this because I have since spoken to the veterinary doctor she used, and I was informed that my facility was in no way responsible for her dogs' symptoms. The veterinarian stated that the eye symptom was a fresh scratch that appeared to be too recent to have occurred at my facility, and was most likely caused by her own dogs interacting with each other. The veterinarian also stated that her other dogs rash was due to pre-existing autoimmune issues.   
  I can provide an audio recording of a telephone conversation with the complainant, wherein she initially stated that the veterinarian had already seen the dogs and had diagnosed an eye issue as well as a "bad skin infection". She had not, in fact, taken the dogs to the veterinarian yet, and admitted so later in that same telephone conversation. This can be verified via the timeline I provided in this letter (see below), as well as by consulting with the veterinarians office. I noticed, in the documentation you provided, that a HIPAA release was provided by the complainant so that you may inquire further.
  After the complainants veterinary visit proved fruitless for her, she proceeded to file a complaint with my state governing authority, The ******* ********** of ****************** A state inspector came to investigate, asked questions, reviewed all material, listened to the telephone audio recordings, and received the complainants veterinary contact information from me. During this surprise inspection of my facility on 8/8/2023, the inspector found the complaint UNFOUNDED (see attached documents for proof).  The facility was described by the inspector as "clean, all food was stored properly. Complaint unfounded".  
  In addition, I would like to put on record the fact that this complainant has harassed my staff repeatedly and for several days after picking up her dogs. She has behaved in a threatening, rude, and verbally aggressive manner while at the facility, as well as via telephone. Her boyfriend, who came later to pick up a toy they had forgotten, even threatened me over the telephone. I have an audio recording of this conversation as well, should you wish to listen. During this phone call he threatened to go to war against my business. My only desire throughout this process has been to resolve the situation, but it does not appear that the complainants share this desire. I have done all I can reasonably do, and at this point I will do nothing more. I have already paid out more than the complainants total bill with my facility, even though we now know, and have substantiated, that we did not cause, create, or have the ability to effect any change that would have prevented her dogs conditions. 
  My facility has been in business at this location since the early ****s. I have over ****** active clients who use our services several times every year. To my knowledge, I have never had a complaint filed with the BBB. I run an ethical, clean company, and my staff treat all pets responsibly and with kindness.
  Thank you for the opportunity to respond to this false, and I believe malicious, complaint. If I can be of any further assistance, please feel free to contact me.  
  
  Sincerely, 
  **** Dimmlich 
  
  
  Time line 
  
  07/31/23  Mrs. *** Calls our office and complains her dog Onyx "starved and was not fed, we only used three of the of the meals she provided."  It was explained to ************* that sometimes dogs dont eat as much as they would at home; upon check-in a bag of food was offered, set down, and available.  The first evening and night the food was untouched.  Throughout the second day and night the food was eaten. The third day another bag of food was offered and it was finished by morning. the fourth day another bag was offered and finished sometime in the night. Dogs were checked out before the 07/31 feeding. 
  
  08/1 ************* called the office threatening and demanding. I called her back. she states her dog has a vet appointment later today. She claims and swears we fed her dog the wrong food and Onyx is having an allergic reaction to the food we fed her dog. I inquired with my staff and believe no error has occurred but offer and agree to a payment in the amount of $310 to help cover medical expenses and a partial refund of boarding bill. ************* also complained toys and bedding were not given however duck toy was left in their room and is now on the shelf for pickup. Threatens PETA, FOX news, Police 
  08/01 called *********************** and the Walton County Vet. both veterinary offices state there are no pending appointments or contact.  
  
  08/02  threatening irate call to the office by ************ and a return call by me. ************* states Dogs have been diagnosed and have allergic reaction, yeast, and the yeast has spread to the second dog eye. I recorded conversation, catch her by asking which vet gave these diagnosis and tell her to call me after she see the vet. Still threatening everything 
  
  08/02 I call ****************************** She has an appointment later in the day. I ask for a return call after the appointment.
  08/03 ****************************** Veterinary calls me and states the eye has a fresh scratch and did not occur while boarding with us. the wound is too fresh and the rash is from an autoimmune issue. there is no medical history of any food allergy in the file. All findings were noted in the Medical file. The doctor stated we are not at fault, did not cause, couldnt have prevented or changed the outcome of **************** Dog. 
  
  08/04 ************?? Picks up the left behind duck toy, office calls me. I speak with this person on the phone he is demanding more money and still claims we are at fault. At this point I disclose I have spoken to ****************************** and his own doctor veterinarian has cleared us of any wrongdoing and we will not be refunding or paying anything more. I explain his total bill was $240.00, I issued a check in good faith in the amount of $310.00 at taking their word at face value, come to find out I have been mislead. at this point "************" states sounds like you want to fight, you got one 
  
  I call my associates on their cell phones ask them if 911 is needed and to start recording 
  
  08/08 Georgia State inspector comes to investigate, I explain everything, encourage and provide the Doctors contact information to reach out to, show all pertaining documents, and allow her to listen to my recordings. After reviewing all information the Complaint was declared unfounded and dismissed 
  
  08/12 BBB complaint received 
  
  08/14 BBB response see file 

  Customer response

  08/15/2023

  He did not Refund the $300.00 ask him for the recorded conversation from the vet? Also im a single mother and did not make one threat to him i did report him once you take a deep look I'm not the first person to complain about the same issues i'm just the first who has taken it this far!  there are way worse complaints on how animals were treated there I can reach out to them if you would like to get their statements? I understand he is the owner and isn't there much but He has to get his staff under control they could have seriously hurt my Dog his staph infection could have been deadly! My dog Onyx is a lot to handle I let them know that so instead of handling him they just didn't. Neglect is just as bad as abuse!!! Maybe you should go back to how you handled things there in the 90s because the way your establishment is today in 2023 is unsatisfactory The staff is uneducated on how to properly attend to the wellbeing of other peoples pets! He actually asked me if his staff messed up the food wouldn't that be a question for his staff I had everything measured labeled and set up for his stay! they did not give them their Toys or blankets or food!  Tell him you want the conversation where he asked me that and admitted fault! As far as the money he claims he refunded he can keep it I do not want money out of this what i want is something to be done with how the animals are treated at his facility! 

  Business response

  08/16/2023

  As stated to the complainant during our telephone conversation on 8/1/23, I credited her Mastercard ending in xx27. Attached is a copy of the receipts proving that a refund of $310 was given on 8/1/23. If the complainant is not interested in a refund, as she stated, she is welcome to return the money as payment for services rendered.
  I do not have, nor do I need to provide, a recording of my conversation with the veterinarian. I did not say I had one. I said I have recordings of my conversations with the complainant and her boyfriend, and she does not seem to want those to be heard. The BBB can request records from the veterinarian office since the complainant has signed a HIPAA release form. Those records will indicate no fault or liability on my facilitys behalf. All the information clearing my business is available in those records, as well as in the state inspection report attached to this correspondence.
  
  I do not feel interested in continuing to go back-and-forth as the complainant shifts to the topics that she feels are convenient, and makes repeated verbal attacks. I prefer to keep the focus on the facts, rather than to sling false and unsubstantiated accusations. The complainant has provided no evidence to support her claims. Pictures of her dogs symptoms are not evidence of any wrongdoing on the part of my facility. All the evidence supporting my statements has been submitted to the BBB. I welcome their honest and unbiased investigation. 
  
  Since our doors opened, we have accommodated over 1 million reservations. We strive to give every client the best experience. It is inevitable that occasionally some clients may not feel happy, no matter how hard we try. They are a tiny minority. The overwhelming majority have positive experiences. In this situation, the complainant has behaved so unreasonably and aggressively that it seems there is nothing that can be done without provoking further escalation. We wish her and her dogs well, and we sincerely hope that she will have more positive experiences elsewhere. 
  
  
  

  Customer response

  08/16/2023

   
  Complaint: 20416505
  
  I am rejecting this response because:

  I have absolutely no problem with him releasing the recordings of our conversations I stand firmly behind everything I have said! And obviously since he claims he has already spoken to the vet and they already gave him my pets information but not there's a HIPPA form? I also do have video and pictures and was advised by my lawyer to go to the court house to file a civil suit! Of course he passed the inspection he has had ample time to get everything in order my point is how this place is being operated and the safety and well-being of future customers at this facility
  
  Sincerely,
  
  *************************

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