Complaints

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• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Town and Country Pet Care Center at 393 Langhorne Ave, Langhorne, PA 19053 called me on 09/23/2022 at 930 telling me they are worried about my dog sneezing a lot of green discharge. They say on their website “our wholesome &happy home away from home offers you safety, including a full-service vet right on-site” which appears to be a lie. They refused to have my dog seen by the vet as the vet is too busy. They said you can take him to your vet or the emergency hospital. The trainers are not veterans and are telling me they are worried about his symptoms but continue to refuse to take my dog to their vet. The trainers will keep watching if you are unable to pick him up and take him to get care. This is a false advertisement. I am in Hawaii on vacation paying for their premium package so they provide safe boarding for my dog. How am I supposed to take my dog to the vet and how can they advertise a vet on the premises but refuse to have him seen? Recommending that I take my sick dog to my vet is not safe boarding practice which is also advertised. This entire business is a scam. They also don't give any explanation or breakdown of my boarding purchase. They only give you a copy of a credit card charge showing the total, not an invoice showing the breakdown of services offered, which is very shady. These practices are taking advantage of consumers by selling a false sense of security that is 100% scam. I paid for the premium package and my furry family member is being mistreated. They need to update their website or be shut down before they harm anyone's dog.

  Business Response

  Date: 10/30/2022

  October 11th, 2022

  To whom it may concern: 
  On September 17th at 8:20 AM ***** ***** brought his pup, *** to stay with us here at Town & Country Pet Care. *** has been here a few times prior so we know *** and on his 6th day we noticed some "Sneezing" and we ALWAYS contact our pet parents if we notice anything "out of the normal". We asked if he wants US to drive *** to his vet (which we always ask, since some people prefer their pup to go to their vet). He asked if our vet here could see ***. We told him we would check with our vet and get back to him. We asked next door (******* Vet) and they had two critical care appointments back to back and were using a sub doctor to only see emergent cases as the doctor who owned ******* had passed away suddenly. We didn't feel ***'s sneezing was emergent as he was still acting totally normal, eating, drinking and playing, which is why we asked him if he would like us to schedule and take him to his personal vet. Our vet office has since been bought by another doctor and is here on staff with 
  us. 
  *** ***** was also refunded the full amount of ***'s stay (666.25) as we would never charge for a dog that didn't stay in our care, and since he was upset we always try our hardest to do whatever we can to help make the matter a little better for our clients. 
  If you have any questions or concerns please feel free to call or email us at anytime. 
  Thank you. 
  Elizabeth C