ComplaintsforLucky Paws Pet Lodge

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business cared for my 2 dogs 8/6/22 to 8/9/22. My husband Greg dropped off the dogs. Mak was dropped off in a regular collar along with a choke collar to ensure his safety due to his size and where the business is located (parking lot and busy streets). The dogs were immediately ushered to the outside play area. Greg asked if he needed to do anything or sign anything. He was told no that they would take care of everything. At that point Mak still had both collars and the partial leash left on. We heard nothing from Lucky Paws until Tuesday, the day we were flying home. They called to say he was not letting them take off the collar. I was shocked as was Greg to learn they never took off his collar. They were attempting to now take it off because his neck appeared injured and was giving off a foul smell. We asked them to try everything even bolt cutters if possible. I asked for pictures but she only sent one of the top of his neck so I was really unaware of the extent of his injuries. She asked if we had someone he trusted to send over and I said no that's why we have to board them when we go out of town. I said the flight is only 2 hours and we would come straight to pick him up. We landed at 4:30, got our luggage, took shuttles to our car and raced to Allen. Upon our arrival we discovered the unthinkable. His neck was drenched in puss and blood. It was clearly infected. I'm in disbelief that if they were against the use of this kind of collar or even questioning why if was left on at drop off why they didn't call to ask if it were to be left on. Had they taken it off on day one Mak would have let them take it off because his neck would not have been injured yet or Greg could even have come back. We took Mak for treatment and meds and level II cleaning cost $382. We asked Lucky Paws for a refund for the stay ($235) which they did give. But they did not help with the vet bill. I do not want future animals to be hurt by the outright negligence here.

  Business response

  11/07/2022

  Business Response /* (1000, 9, 2022/09/13) */ Good morning, Before anything, let me say that this is the 1st letter we have received from BBB. Personally speaking, I don't agree with the use of this type of SPIKE COLLARS because they harm the dog even for the shortest time that is used. Even for walks; with the slight pull, the spikes are embedded into their skin and flesh. Upon dropping the dogs on 08/06/2022 (I was not present) he asked the staff if anything else was needed. The staff said "no" because they had brought their food and no payment was requested until the time of pickup and no additional paperwork was needed. BUT AT ANY MOMENT DID THE OWNER SAID ANYTHING OR LEAVE NSTRUCTIONS FOR THE COLLAR TO BE REMOVED. So I don't agree with us getting all the burden for this situation. On 08/09/2022 as soon as I came in and saw that the dog's neck was injured due to the collar, I IMMEDIATLEY contacted (by phone and email) the parents and even asked if relative was nearby to try to remove the collar. That's when they said that there was nobody to help us. We did everything in our power to try to remove the collar, but the dog would not allow us near him (because he was in pain). Upon pickup, it was ME who did not charge for ANY of their 2 dogs that had boarded with us. I think it was only fair, human and profession on our side. Because as I told them, money is not important at that moment. Only that the dog was ok and checked by a Dr. They agreed. There is also a Service Agreement which indicates that all or any medical services are to be taken care of by the customer. SO, we are willing to share 50%-50% of the bill for Boarding and Vet Services. In which case we would have to give them an additional $84. The total charges for Boarding ($214.34) and Medical Bill ($382) = total $597 $298 each side. We had already given $214 (so there's a balance on our side of $84.00).

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