ComplaintsforThe Pet Lodge Maryland

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I provided a $40 deposit for pet boarding. After they took my money, I was told that my pet needed several shots. I called a vet and discovered that I could not get the shots in time for my boarding. One shot required 8 weeks delay between treatments. My boarding was scheduled in two weeks. I called back to The Pet Lodge and explained that I could not get the shots in time for boarding. They refused to refund my money saying that I could just use it at a later time. I told them that this was unacceptable. I did not receive a refund.

  Business response

  08/15/2023

  ---------- Forwarded message ---------
  From: **** ******** <************@*******.com>
  Date: Tue, Aug 15, 2023 at 7:20 AM
  Subject: FW: BBB Complaint
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  
  

  This is for The Pet Lodge Maryland LLC

  43450 Saint Andrews Church Rd

  Leonardtown, MD 20650

   

  Customer was informed, as stated, of required vaccinations before appointment was booked. Our deposit policy was stated that the $40 required would not be refunded for any reason, but also not confiscated. We encourage our customers to come back to our facility, and use the $40 with us, as they planned to originally, therefore we leave it as a credit on their account, unlike all other kennels. 

   

  While the Bordetella, does require a booster shot weeks later for any age dog, as well as the distemper, for dogs getting it for the 1st or second time, we still do accept these shots, without the full vaccine given, as the booster shot helps build immunity and carries it's own expiration date. If the booster shot is not given, the vaccine then is not kept up, and expires. Also, there is not a vaccine with an 8 week booster required- depending on the vet is between 2 to 4 weeks. Regardless, as long as vaccines are current and up to date, we will accept the client, regardless if it needs a booster. For example, a dog is scheduled to board Sept 12-16. They had their first shot of Bordetella August 29, but require the booster for the full dose on Sept 19th- we would still take it as the booster is not expired during or before their stay. However, if the booster was due Sept. 10, we would not take them, as the booster is then due and the first shot given has been allowed to expire, as the booster wasn't given as requested per vet.

*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. ↩