Complaints

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  on 5/12/23 my wife ****** ******** had dropped off our 2 dogs Bruno and Samson to "the dog club" for boarding until 5/21/23. We have been using their services for a few years now with absolutely no problems to report and we have an established trust in their services and we have found a routine when we use them for caring for our pets. When we dropped them off we always purchase and reserve their "king suite" and had reservations for this like always with a deposit given for this. My wife left them in the dogs club care and also confirming that they were in the room that we reserved and paid for. Now on 5/21/23 when we returned from our vacation in Aruba I (**** ********) went to pick up our dogs and quickly came to the realization that they were not in the room that we reserved and paid for and I was asking for clarification to the matter and even called my wife to confirm that we reserved the usual room that we always do and once I was reassured by my wife, I confronted the staff and was not given any straight forward answers and was told that there was no manager available to explain the situation. I was contacted the next day by what I was told was the manager by the name of Jay. Jay told me that he apologized and that there was a serious lack of oversight and negligence of contacting us because apparently they had double booked the room and our dogs were selected by staff to be moved without our knowing and approval and put in a lesser quality room. Also I was overcharged and he told me that he was going to look into the whole situation and call me back with a resolution, this was on Monday and I am writing this on Friday 5/26/23 with no call backs and we have reached out several times with what seems like avoidance and Jay is conveniently never available. At this point I do not believe the dog club is willing to take responsibility for over charging and what we view as theft of services and as we paid for a specific service and received a lesser other.Thankyou

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  It was my dogs 2nd day at doggie daycare and when I picked him up he was lethargic, not himself and could hardly walk. I tried to lift him into my vehicle and he cried out in pain. I realized he had a deep laceration on the inside of his leg and dried blood all over his ears. I ended up having to take him to the emergency vet and he did require stitches and a hefty bill. No one contacted me from the daycare AT ALL to make me aware of his condition. How could they be watching him and taking care of him all day and didn't notice his change of behavior? He was shaking in pain. I called and a manager reached out to me to tell me " nothing happened nobody saw anything" and I don't believe it is true. He was dripping blood down his leg. I then asked to speak to the owner about this matter and for compensation of the vet bill. I have not heard one word from the owner despite multiple calls. She clearly does not care what goes on in her establishment and I would never recommend anyones pets to go there.

*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. ↩