ComplaintsforCreature Comforts Pet Resort

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible is all I can say. We boarded both dogs at the Angola, NY facility. We boarded from 8/23/2023-8/27/2023 for our daughters wedding out of state. This was our first time boarding our pets. When we got there it was not organized and we had a pet suite which allowed us to view our pets via live camera. We purchased 2 times a day for each dog to have a one on one since our dogs have a large area at our home. The staff didn't understand or how to sync our phone to the live feed. We figured out ourselves. We probably looked at our pets at least 15 times a day.. Each time we viewed their suite they were in it. We view at all times during the day and evening still in their suite. When picked up the dogs, I asked to see the file showing all of the one on ones. I was told that it wasn't their policy to show the customer their file. I am complaining that I should have a right to see the files since it like having your child going to daycare. I have never hear of such a crazy policy. The management was extremely agressive and rude. When I asked to see a copy of the files. I paid $801.13 which included the 2 times a day one on one. I believe that they didn't have 2 one on ones and also they misfed my dogs even though everything was labeled and portioned to each dog. According the manager the staff was new and didn't read the labels that put on according their policy. I contacted the AKC to ask who rated them as one of the top ten Pet Resorts in Western NY. I was told that the BBB rated them. Please review your rating this place is not a good business for the BBB. Please review the comments on their website. Not good one review stated that their pet died at the facility and they would not refund her cost. If there was a negative zero I would rate this facility. If anyone asks me about my experience, I will let them know not to go there. I WANT TO SEE MY FILES I WANT TO SEE MY FILES. I WANT TO SEE MY FILES.

  Business response

  10/06/2023

  I have reviewed the check in sheets filled out by client at drop off, daily notes/additional paperwork, and the notes in the computer from client communications during the stay. After reviewing everything I do not see any errors in the services. The clients have talked to several members of our management and all questions the clients have had during their stay were addressed. Two members of our Management Team had assured the client that the one on ones were being performed twice daily as instructed. Management informed the client that they had personally done them themselves and had also personally witnessed them being done by a staff member during their stay. This was discussed with the client over the phone and again at pick up in efforts to assure client they were being done. I have also confirmed myself that they are are all logged in and out of system as scheduled. I did also confirm the clients pets were indeed fed correctly following client instructions. The client picked her pets up early from their stay, therefore the meals that were packed for remainder of the stay were returned to the owner. All of the scheduled meals and treats were signed off correctly during the dates the pets were in our care. Our notes in our computer system from communications is that we had discussed with the owner that we returned the food not used due to early pick up by client. According to the notes in our system, the issue with the webcam was due to the client's phone not having service while in the building, (out of our control) but the webcam was working on their phone once they got service on their phone. We supply a set of instructions for logging in that the owner was able to take with them. The client does state the camera was working during the stay. I hope this help to address your concerns, I can assure you the services you had asked for ( one on one time ) were done and logged out of our computer system each time they were completed. 

  Customer response

  10/12/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** *****The answer received is not correct.  I asked to see the files for my dogs and I was told by the manager in the Angola, NY facility that it was in accounting at the time and that she was not able to retrieve the files.  I then contacted the Tonawanda facility and was told by the manager that I was not able to see the files.  This is a boarding facility.  To me and other customers, it is like a day care facility for children.  So if I was a parent and asked to see the files for the day or week, the daycare would not allow the parent to see the files or records?  What would the daycare and boarding facility are hiding?  This is a concern that every customer at this facility should be concerned about.  All customers pay for the care and making sure that the care was done, not that someone states that it was done.  Also the food issue.  When I picked up the dogs at the Angola facility the food was not correct even though it was labeled properly according to the company. I was told by the manager at the facility and the manager at the Tonawanda facility that there was new staff and that they did not read the instructions.  So here again is another issue.  Webcam we were told at the facility in Angola that they have poor service how can a company offer the webcam and charge when customers can't access.  Yes we were given instructions, and we tried and the staff at the Angola facility didn't know how to get the webcam started.  What type of company has staff that can't understand anything.  Wow what a total mess this company is.  I will continue my pursue of this company regarding their horribly customer service and also that the company is hiding things.  I will make sure that it is known that if you have boarding needs not to use this company both in Tonawanda and Angola. This is a reflection of poor management and just looking for money.  I believe that the staff is under trained and to many issues they can't resolve.  By rejecting this answer from the company, I know that if I was to see the files, they have had enough time to change anything regarding my dogs files.  But I am still pursuing this complaint.

  Business response

  10/16/2023

  I am sorry we were unable to satisfy your complaint.  We did attempt to assist you with the web cam, but your personal phone had no service. We can not connect the web cam without service on your phone. I am, however, happy to know once you had service you were able to connect to the webcam.  I am unsure what file you want to see exactly. If you are referring to the scorecard that we use to mark the one on ones; they are logged in and out of our computer system as the task is completed by the staff member. So the service would only be added to your bill after the service was completed daily, therefore eliminating any chance of billing for items that were not completed. If you would like a copy of the Client Services Contract you signed I can mail you copies, but it is also available on our website and our App. Again, I am sorry we were unable to satisfy your complaint.

*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. ↩