ComplaintsforThe Dog Resort LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 20 pack half day, day care. The facility had a fire subsequently causing escape of dogs and injury and death. Since this event, the facility is closed and I have called to get reimbursed my unused days however their phone number goes straight to a voicemail system and they do not return calls. I hope someone starts a lawsuit for customers.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a package of daycare for our 2 dogs under the assumption that they can be used anytime, never expire and we would be able to have care for them when needed. Between the fires and now 'temporary' closure, we are unable to use the product we purchased (we have used only 4 days). Requesting a refund of the majority of our purchase given that the repeated closures have made it impossible for us to use the days we paid for. Happy to accept $1700 as we were able to use 4 days.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a package of 20 full day daycare at the *********** Resort in 2022. In November 2023 the business closed after a fire at their **** location. They had a fire at their ********* location previously. I have emailed and called multiple times requesting a refund of the 18 daycare days I have remaining with little to no response from them. With the business no longer being open they should refund any prepaid services not rendered.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Like others, I purchased a big package of 120 units of the boarding serviced last year, only use less than 40 units of them. The company has closed because of the fire last November. Being told will reopen in three months, but nothing come out. No explanation no refund, continually showing temporary closed. I think I got fraud. Theres no communication, the phone calls always transfer into voicemail and even you leave voicemail no one reply you. Also, the same for email no matter how many email you wrote them, they wont reply. I only want the refund back for those remain units Im not able to use.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This business caught on fire in November 2023 where a few dogs died, and several others were missing. They shut down, and have remained unopen since then. There is no news of what is happening or if it will reopen. I had bought a package for 10 dog boarding nights. They have not reopened, and the client portal website does not work. Nobody responds to phone calls or emails. I would like a refund for the boarding package. The 10 night boarding package cost $440 and doesn't expire.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a bulk package of 60 units of services in July 2023 with no expiration date. In November, only 3 of the 60 had been used. The business closed in November due to a structural issue; customers were assured it was temporary. I spoke to the owner in December and was assured the business would reopen within 3 months. That deadline has come and gone and the business remains closed. There has been no communication whatsoever since November. I am unable to dispute the charge with my credit card company has the charge is more than 60 days old and unable to get a refund from the business.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We purchased Approximately $4500 in credit for dog daycare for our dog Moose. Their first facility in Lake city way burned down earlier this year. Now a second fire in less than a year at their SODO location. Dog died, they lost dogs earlier this year too. The Dog Resort has not contacted us at all after multiple attempts to get a resolution and a refund for the credits we have purchased. **** 7 just interviewed the owner and quoted her as saying to call ******* in ******* to reach them. Called and ******* stated we have no affiliation with **** (the owner).

  Business response

  02/27/2024

  The Dog Resort has always had a no refund policy on packages.None-the-less, we sympathize with your position and are working hard to get you a refund through our insurance company. 

  Customer response

  03/02/2024

   
  Complaint: 20927407
  
  I am rejecting this response because:

  ****, Ive spoken directly with your **************** THE HARTFORD and they have assured me that your response,  we sympathize with your position and are working hard to get you a refund through our insurance company is a complete and utter fabrication. In no way are we responsible for the funds owed by The Dog Resort patrons through their policy, that is the businesses responsibility, **** ~The Hartford.  Shame on you **** for knowingly STEALING over $5000 dollars left to care for *****, who was left with a trust fund after his dad tragically died of lung cancer and was left to us.   We entrusted you and your business to care for our dog and after both businesses burned down and you were stripped of your business licenses you still pedal lies and remain a thief!  We paid you for a remaining balance of over $5000 day care credits services and your business was shut down after 2 fires.  That money we paid you didnt burn down, it remains in your account! And now after both of your businesses  have burned down and remain unopened you claim, we accept your money, we have no way to render the services youve paid for but sorry, we dont refund.  You have lied and refused to work with use on this.  I seriously hope that your loss of business licensure in seattle leaves you in financial ruin and to add to it off STEALING from a U.S. Veteran who died of lung cancer and KNOWINGLY taking the money he worked hard for to leave for the care of his beloved dog Moose haunts you!  *****, do your best!!!  This women is beyond evil and a complete and total thief!

  Sincerely,
  
  *********************

  Customer response

  03/02/2024

  
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Dog Resort sold me a daycare package for $850 and subsequently had a hire at their Lake City location. They denied a refund. They still had their Sodo location and expected owners to use that as they claimed no refunds but you can sell your package/transfer it to someone else. Now, they subsequently had a fire at their sodo location and have no business to provide services, no ability to transfer packages, and many complaints about their animal welfare. (At least one dog was killed and others missing). They have no locations left and need to provide a full refund for my package (and others who have packages, as well).

  Business response

  02/27/2024

  The Dog Resort has never provided refunds on packages. We are working with our insurance company to address this matter. 

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel that their may be a case of animal neglect at this business. This is not the only issue Ive had but the most recent and worst. I boarded my animal with this business for approximately 12 days. They guaranteed that I would receive regular pictures and video updates but only provided them during my time away after I called and begged for them. In addition, I was overcharged for both animals that were boarded. I was quoted one price but was overcharged by $800 for both combined. Lastly, they charged me additional for boarding my animals in their VIP service which supposedly gives them specific attention and keeps them separate from other animals. Not only do I feel our animals were neglected but when I returned, it was to an awful surprise! One of my animals had a huge mass on his adomen, a fever and had suffered a lot of weight loss. I have a log of my animals weight loss due to having him on a specific food regime for the last 90 days. He lost over 5 lbs in less than 2 weeks. I then had to rush him to the ** immediately upon picking him up and then to the Veterinary the following day. I was charged over $1800 dollars by the Dog Resort and then had to pay another $1261 due to the neglect at the ****************** I asked why no one bothered to call or contact me about his condition but all I received was excuses and attempted justifications. They promised to assist me in coming to a resolution but after several proposals they fail to respond or continue to delay and not respond to correspondence at all. Theyve asked what would make this right and after each time of attempting to communicate, they dont respond at all via text but the messages always show read and delivered. The problem isnt what happened but the fact that it could have had the potential of being avoided and/or addressed much sooner with the proper care, attention and direct communication. My animal could have died if I had returned any later than I did due to the abuse.

  Business response

  02/11/2023

  On November 21, 2022, ****************** had an attorney send correspondence to The Dog Resort which contained nearly the identical allegations about our care for his ********. The attorney demanded $2000 from The Dog Resort to resolve the allegations which we refused to pay. The Dog Resort refuted the truthfulness of each allegation, and no legal action was filed against The Dog Resort. 
  First and foremost, on behalf of The Dog Resort, I must disagree with the facts which are alleged concerning ***** care and treatment while he stayed with us.
  The bill for his dogs care was $902 and he paid for his girlfriends dog which was also $902 for a total of $1804. The bill was for the amount quoted to ****************** for boarding both Papa and his girlfriends dog which he agreed to pay for up front and was according to our standard fee schedule.
  ****************** alleges that **** had a huge mass on his abdomen, a fever and had suffered a lot of weight loss 5 pounds in less than 2 weeks. However, this is opposite from the records from Loyal ************************** where he took Papa which shows that **** had lost only 1.3 pounds since ***** last vet visit and the Vet determined that Papa was likely bitten by an insect. 
  
  
  Once again, ****************** alleges that The Dog Resort failed to give him updates, yet this is incorrect. We maintained contact with both he and his girlfriend not only during ***** stay at The Dog Resort but also afterwards while he was complaining about the service we provide as evidenced by a text between  us where I stated that we responded to you yesterday with some questions. We have collectively been communicating with you throughout this process. You, through your girlfriend, were also sent multiple report cards and text messages. 
  In addition, ****************** made the same allegations to Animal Control about our care of his dog. An Animal Control Officer came to The Dog Resort and did an inspection as well as requested all of our records for Mr. ******** which we complied with. We also provided the Animal Control Officer with a copy of the records from Loyal **************************. The officer informed us that we did nothing incorrect in how we cared for Papa.
  It is also important to note that ****************** has not made any allegations that his girlfriends dog suffered any harm or was neglected while in the care of The Dog Resort.

  
  ****************** has made these exact same baseless allegations through his legal counsel, Yelp, Animal Control and now to the Better Business Bureau even though all the evidence shows that The Dog Resort did nothing improper and were not negligent in caring for Papa.

  
  

*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. ↩