ComplaintsforPet Lodge of Saratoga Inc

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 26th I dropped of 2 of my dogs at Pet Lodge for a 12 day stay while on vacation. This is the second time they have been there. The first was a two night stay in July. Last time one of my dogs, Blake, had a difficult time a was scared and wouldn’t come out of his area for the whole second day. So this time I told staff multiple times, call me immediately if there are any issues where he is scared, won’t come out, or growls at staff and I will make arrangements for him to be picked up early. When picking my dogs up on September 6th, both of there beds were drenched in urine. So bad so that there were dark yellow stains and I told staff to throw them out. It appeared that staff was not letting my dog outside 4 times a day as advertised and let both of they sleep in their urine for over a week. Both of my dogs smelt so bad of urine I bathed them and it still won’t come out completely. They didnt call at all to let me know. I paid 1,144$ before seeing them on the day of pick up.

  Business response

  10/01/2021

  I am the owner.  This customer's story changed significantly in his written complaint since I spoke with him by phone.  When he called and spoke with my manager (who is no longer employed at my Pet Lodge), he was angry he wasn't called because the person who checked them out told him it took the staff a long time to coax one of his dogs out of the kennel.  My staff spent so much time on his dog!  Nervous dogs urinate frequently!  We try our best to keep them clean and will give complimentary baths if a dog urinates in the kennel.  His dog urinated frequently during their first visit.  We have water-proof cots for dogs to sleep on, yet he chose to once again bring cloth beds.  Nervous dogs behave completely when boarded and in a kennel setting, dogs bark for various reasons, unlike at home when a bark near the door clearly means they are asking to go out.  Minimally, dogs are let out 4 times a day, more often is the norm.  Unlike the first visit, we were able to get the dog outside during the second visit, which is why the owner wasn't called.  The owner is an attorney and is looking for 12 free days of boarding which I'm not going to provide.  I did provide some credit to his credit card and this appeased him, which is clearly his whole reason for threatening me with a BBB complaint. My staff spent a great deal of time caring for his dogs.  Again, he was so focused on the fact he wasn't called, but my staff had everything under control and they didn't want to bother him while on vacation.  After all, that's why he brought them to us in the first place.  

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