Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my dog ****** in Dog's Day Inn's care on 4/22/24. During intake I let the staff know that 1. ******'s food MUST be frozen because it's fresh food and 2. that I would be out of the country and unavailable by phone and provided a list of information for contact in the event of any issue with ******. I was told that the food would be frozen and to "leave the paper in the backpack".While abroad, I was able to check my voicemail on 5/2/24. I received a voicemail from ****** sent on 5/1/24 stating that ****** had ****** diarrhea for 2 days and diarrhea for "a couple days". The voicemail stated that it was "a good amount of blood." I was panicked and called back immediately after hearing the voicemail. I talked to ***** the manager who told me that they put the spoiled food back in the freezer once realizing that it wasn't stored properly and that was causing the diarrhea in ******. I told her that it should be thrown away because freezing it wouldn't make it unspoiled. This facility gave my dog food poisoning for 2 days. They told me that they did not consider ****** diarrhea an emergency unless it has gone on for 4 days. They did not use or even know about the contact and info list that I had given them because it never left ******'s backpack. 1. Gave my dog food poising for 2 days 2. Let my dog have ****** diarrhea for 2 days 3. Did not contact me in the way that was given and described to them 4. Improperly stored and therefore wasted the fresh food that I make for my dog I want a full refund and for my account balance to be cleared. I paid the agreed upon $400 because I needed to get my dog home and the situation was getting tense. I should not have been asked to pay any amount of this bill when my dog was so neglected by the staff. The owner said that there would be a $100 charge on my account and that I would possibly receive a not about it in the mail. I don't know why this is how she chose to resolve this.

  

  Business response

  05/08/2024

  Client was contacted directly on 5/7/24 by the owner of facility. Concerns were discussed about ******* 12 day stay. Sincere apologies for mishandling home prepared food, and improper contact to client during ******* stay were given. Client was refunded full amount of boarding stay and issues were resolved. We hope to be trusted with ******* care in the future. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I boarded my cats for the Christmas holiday, in separate condos, both with bags of food, treats, and toys brought by me. I paid Dogs Day Inn a total $480. Upon arrival to pick them up 12/27/23, two cats that were not mine were brought up in MY carriers and given to me before I got my actual cats. I was not told at time of drop off that trimming nails would be $20 PER CAT by manager ***** who checked me in, and then charged for that at pickup. Toys that I brought for their private condos went missing with no explanation, and most of their toys and comfort items were never even removed from the bags i brought them in, still folded and arranged the way I left them days ago. My elderly cat (and certified **** was not given her wet food, with more than 85% of what she was sent with being given back to me. Let me be clear, THESE PEOPLE WILLINGLY AND KNOWINGLY DID NOT FEED MY CAT FOR FIVE DAYS. An excuse was offered for not feeding my cat, but instructions were shared and written in the bag so as to leave no question. At every turn and with every mistake, I was met with incompetent employees and managers, and the owner ******* as well. I was never offered an appropriate apology for this egregious mismanagement of my poor sweet babies, and told I would need to call myself to speak to the owner. I was contacted by owner ******* on 12/28 and 12/29, fed more apologies, and promised a partial refund as a solution for abusing my pets by withholding their food during their stay at Dogs Day Inn. After this conversation, I have heard and received nothing else -- essentially told what I wanted to hear by owner *******, who backed and defended the incompetence of her own employees during our conversations. My pets were not properly cared for, and my elderly cat was not fed by this business - this is animal abuse in my eyes and absolutely unacceptable.

  

  Business response

  01/16/2024

  Customer provided wet (can food) and dry cat food. During the first feeding we noticed the cat was only eating the dry food, not eating the wet food. During the second feeding we realized that the cat continued to only eat the dry food. Both the wet and dry food were separated into two different bowls (per owners' instruction) so it was easy to recognize the cat's eating habits and preferred food. Due to the cats preferred choice of food, the wet food was removed from the feeding and an equal amount of dry was added to compensate. 

  During intake customers are offered grooming services. Due to the lack of communication between my staff and the client, pricing of the nail trims was note made aware to the customer. I take full responsibility for the miscommunication. 

  Per my phone conversation with the customer brought her concerns and complaints to my attention. I assured the client I would speak to my staff and would come up some kind of accommodation. After meeting with staff, it was agreed that the client will receive a full refund for the nail trims. The following day, a manager tried to reach out to the client but there was no response. We were then made aware of the harsh review that the client posted. We were saddened that we were not given a fair chance after working accurately and swiftly on the situation.

  The customers cats were healthy, happy and clean at the time of checkout. The cats were provided clean bedding all day every day. There was no food wasted, so the client saved money. 

  Our staff are 100% animal lovers and do not have an aggressive bone in their bodies. No matter the situation they are always happy, very sensitive and concerning. When the client came to pick up the cats, she approached the manager with a hostile attitude in a very aggressive tone of voice. The manager was very caught off guard in not knowing what the issue was. The manager greeted the client, friendly as always. The bill was mentioned and broken down. The client then got belligerent and extremely rude. No one deserves to be treated or talked to in this manner. My manager felt afraid, belittled and embarrassed.

  I apologize for the miscommunication on the pricing of the grooming. We are more than willing to refund the amount of the two nail trims. 

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Information shared by the manager was inaccurate and was also information not shared with me as the pet owner either during or after my pets stay. No communication about my pet not eating wet food was shared with me at any point in time, and the decision to stop offering my pet the food they have eaten for 5+ years was made for my pet without consulting myself. Upon pickup, I was offered NO overview of my pets stay for either of my two cats, and zero transparency was offered on decisions made by staff until I noticed and asked questions, as if they expected me to not find out. Employees, managers, and owners alike have mentioned more than once that they were in the wrong but have done nothing to offer actual support or solutions. 

  Owner stated I became "belligerent" but failed to acknowledge the following: initially, my carriers were brought up with two cats that were NOT mine. I was offered no apology by the staff. When my cats were brought up correctly the second time, their bags of things were not brought upstairs. At this point, I asked to speak with the manager. The manager offered zero support or explanation, and definitely no solution. I cut my losses on this conversation, but when my bags were finally brought upstairs, I then noticed that my elderly cat was not fed her wet food. I asked for the manager, yet again, and at this point was understandably upset. At no point did I become "aggressive" or "belligerent", as these things were not stated until I decided to file a complaint with the BBB.

  I was never contacted again regarding ******************* with Dogs Day Inn. ***** stated they reached back out the next day, and I have no communications since I had to call in to get the owner to acknowledge my concerns. I waited nearly a week before posting reviews or pursuing action. I firmly believe this business cuts corners and charges full prices for services they are not providing to peoples pets, and they should be investigated to the fullest extent of the law. This establishment is plagued by poor ownership, management, and standards of care across the board. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business response

  01/18/2024

  I am truly trying to understand.

  You received your unused canned food. You received less dry food due to the choice of what your cat preferred to eat. 

  You received your blanket back unused due to the facility supplying your cat with fresh bedding all day every day. 

  Your cats were given back to you healthy, happy, clean, well fed and unharmed. 

  You chose to yell at the staff instead of having a civil conversation. 

  You were offered a full refund on the nail trims due to staff miscommunication.

  I'm lost at how to resolve your complaint. There was no harm or neglect to your cats. 

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately, zero accountability is still being taken for this complaint. Zero acknowledgement of the lies shared in the initial response by the business, not to mention totally brushing over the fact that my elderly cat was not fed. Sending me back home with the food I paid for is the understandable bare minimum, as I clearly provided instructions multiple times in multiple formats and was never contacted regarding changing my elderly pets feeding plan. In fact, I called daily while away (aside from the Christmas holiday, which was purely out of respect) and was never once told about my cat not eating her wet food or about her feeding plan being changed. The simple fact that this was not shared with me as the pet owner during or after their stay is a clear indicator of cutting corners and covering up incompetence to me. 

  Upon returning home, my cats were visibly upset especially my cat who had not been fed. The claim that my cats were happy and healthy at the time of pickup is inaccurate, as I was the one to take them home and understand the fallout of the way they had been treated in the past week. It was gut-wrenching and I have so much guilt for sending my babies to Dogs Day Inn over the Christmas holiday. I know my animals very well, and I know that they were not properly cared for during their stay.

  Again, as stated in my initial reply, I spoke to the manager on two occasions yet to be acknowledged truthfully in this thread as well. The first time, I did engage in a constructive manner in an attempt to gain answers and understand what happened, it is of no fault to me that the manager was unhelpful from the beginning. When I had to ask to speak to the manager a second time upon discovering my pet hadnt been fed (I had to physically see the food in her bag not one word from staff at the time of pickup), I was of course upset. Again, the manager was unhelpful and unsupportive in this. I recall you, as the owner, agreeing with me in this and stating that your manager is not great at confrontation or communication when we spoke on the phone initially. A pathetic excuse, but an excuse nonetheless. 

  When an actual solution is clearly offered in the businesses reply rather than lying about what occurred and preforming what appears as a plea for empathy I will legitimately consider resolving my BBB complaint, for I have no empathy for the intentional mismanagement of my pets and my money. 

*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. ↩