ComplaintsforFinger Lakes Pet Resort

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In September I called to set my dog chase up for their doggie day care. When I called I was informed that chase would need all up to date vacations as well as a vaccine for kennel cough. I was also informed that they recommend to wait two weeks after receiving the vaccine. I had all of this done and then waited three weeks before taking him to the day care just to be safe. On October 26 I brought Chase to his free evaluation day. When I checked in I dropped off food and treat, I also informed them that my boyfriend would be picking him up. Around 4pm Chase was picked up by my boyfriend who was then asked to pay (he didn’t know it was free) he also asked how chase did and the lady gave a generic answer about how he did great and had fun. However the email I received as well as the conversation I had with Brittany stated that Chase wasn’t comfortable in the environment and needed more time to adjust before he would be able to play with the other dogs or employees. The following week Chase started to sound like he was choking, it was just how his cough sounded but it definitely scared me. Right away I called and got him a vet appointment. I then called the pet resort to inform them I was almost certain that Chase had kennel cough, my concerns were not taken seriously. After I got confirmation that it was kennel cough I sent an email to the facility and to Brittany individually about me concerns and frustration of the situation. I have since been informed that kennel cough has been an ongoing problem here. Brittany did try to reach out but I was unable to take the call. I then call the office to talk to her and was told she wasn’t there so I asked to talk to a different manager. I don’t remember her name but when I asked her if any other dog owner were informed that their dogs were exposed her response was “ I guess we could had done that but we didn’t” she then told me that Brittany would be taking to the owner and be giving me a call back. I haven’t heard anything

  Business response

  12/27/2021

  I followed up with her via phone the instant she called regarding a mischarge on her first day of daycare, how his day went, and concerns of coughing with Celia, our reception manager. We discussed his behavior during his first day- to which she was not surprised. I recommended she follow up with her veterinarian for persisting symptoms which she had not yet done. I let her know that we have had signs posted since this summer on our front doors to be aware of kennel cough as the outbreak we suffered in months past had been so severe. I did not hear from her after that. The next communication I received was an email she sent to me (I had given her my email during our phone call). I immediately followed up with an emailed response while we were driving home from the Pet Care Expo and called her the next day when I was back in the office. She did not answer my calls, so I emailed her again. She gave me a good time to call, so I did- she did not answer, so I left her a voicemail and emailed her directly after that. We did not hear from her after that until she called for me (I was not in the office). Celia spoke with her with our other manager, Marilyn, present during the phone call. She confirmed ******'s address (she had given us an incorrect one when she signed up as a client) for her first day of daycare refund (which was mailed and cashed by ******) and let her know I'd be in touch. I emailed ****** when I was back in and asked her to please send over her vet's information and an invoice of the bills so I could review- to which she did not respond. I had not heard anything from her since then (until this BBB claim). I will say that the two times she was spoken to on the phone (the first time with Celia and myself) and the second time with Celia and Marilyn present, she was extremely difficult to communicate with and was very accusatory and unfortunately not listening to any information we were able to offer her. At this point, due to her misconstrued details and inability to communicate via phone, our last correspondence was sent via email where I specifically asked for her vet bill information. I have included screen shots of our email thread, and her lack of responses. Despite informative articles and continuous attempts to find out how Chase was doing, I received no answer.The final email I sent after Celia spoke to ****** on the phone letting her know I'd be in touch when I was back in office is here. I was limited on the amount of attachments I could provide in this rebuttal. This email received no response from ******. ************************* ********************** Nov 14, 2021, 11:27 AMto ****** ********************** Nov 14, 2021, 11:27 AMHi ******,I know you spoke with Celia over the phone, could you please give me the name of your veterinarian and email me your vet bill so I can review?

*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. ↩