Stone Mountain Pet Lodge

Grace loves going to doggie daycare every week. She is so happy when I pick her up. She always walks out prancing with her head held high and a big smile on her face. I just love it when she is happy. Thank you Stone Mountain for your doggie daycare.

Initial Business Response /* (1000, 5, 2015/09/28) */
The owner acknowledges that the cats had a severe flea infestation prior to staying at Stone Mountain but that the cats were treated and that he/they vacuumed and replaced bedding in a routine home cleaningThe owner apparently did not apply a
carpet spray or fogging, which usually recommended in a flea infested home
We understand that the owner's cats (3) are alleged to currently have fleas and are being treated at home for fleasStone Mountain Pet Lodge has offered to perform flea baths on the three cats at no cost to the owner and the owner has declined our offer
The owner has apparently forwarded correspondence about this complaint to his veterinarian but none of his cats to our knowledge have been seen by the veterinarian subsequent to the stay at Stone Mountain Pet LodgeAny treatment of the cats apparently has been done at home even though Stone Mountain recommended that professional help be consulted for treatment of the cats and cleaning of the infected house
The three cats lodged at Stone Mountain Pet Lodge for days and were handled on a daily basis as their suites were cleanedIn addition they were played with and brushed in the course of a daily "cuddle time" by Stone Mountain Pet TechsOver the days the cats were played with and brushed by five different techs, four of which are certified vet techsNone of them observed fleas or flea dirtThere was no fleas or flea dirt observed during the daily cleaning and there was no fleas or flea dirt observed during the very thorough cleaning that occurred after the owner's wife called and reported this issueWe have had no reports of fleas either before or after the owner's cat stay from any other customers, even though the owner's complaint was posted on our Facebook pageWe do not think that the flee infestation described by the customer originated at Stone Mountain Pet Lodge
The customer threatened to spam us with poor reviews on social media if we did not refund his moneyWe feel that the customers cats were cared for as agreedHe has declined our offer of free flea baths
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, it seems the only response Stone Mountain knows is to lie, beginning with their very first claimThey claim "the owner acknowledges that the cats had a severe flea infestation prior to staying at Stone Mountain" when no such thing happenedThe timeline I provided was specifically to point out that there was NO flea infestation
To clarify, two of my cats (Cat #and #2) were living at my brother-in-law's house in South Carolina until 7/They were brought up here and taken to the veterinarian because of some cuts I feared were from fightingThe veterinarian determined they were from scratching due to fleasHowever, no fleas were found and the vet did not recommend any further actionThe cats had been given flea medicine during their entire stay in South CarolinaThey had contact with outdoor cats (who also had flea medicine), though they stayed indoors the entire timeAs explained to me by my veterinarian, outdoor cats can still pick up isolated fleas (prevalent in the South), but this is not a sign of infestationThere was never any flea infestation at my brother-in-law's house, and there was never a flea infestation in my house in Minnesota
From the time when the cats arrived in my house, interacted with my other cat (Cat #3) and my dog, until they were dropped off at Stone Mountain, no fleas were seen in my houseI do not know how to be clearer about thisMy veterinarian also saw Cat #again one week before he went to Stone Mountain, and no fleas were seen then, either
As for the second claim, that we "allegedly have fleas," is a surprise as up until this point, there was never any suspicion on the part of Stone Mountain that we actually had fleasI supplied them a picture of the flea bites I suffered (uploaded with this response)If necessary, I can supply some dead fleas that I kept in case they decided to contest this point
As far as Stone Mountain's recommendations about seeking professional help for the treatment of fleas, this is yet another example of their propensity to lieThey imply that we haven't sought professional help to treat the fleas, but acknowledge that we have had correspondence with our veterinarian regarding the fleasThose two points are completely contradictoryWe have been consulting with our veterinarian (as they acknowledge) to remove the fleas and, thanks to their help, our house is flea-free now
Given Stone Mountain's multiple demonstrable lies, I see no reason to trust that my cats were treated as they claimPart of the correspondence I had with my veterinarian was forwarding the same exact material as was submitted hereIt was their professional opinion that the fleas had most likely come from Stone Mountain, as well
Given the poor initial handling of my cats and the following poor response to our concern, it should not come as a surprise that I do not trust them to bathe my cats or handle them in any way whatsoever
As far as "threatening to spam them with poor reviews," what I said to them was this: "You owe us for the flea treatments and would do well to give us at least a partial refund as I asked beforeI'm sure you'll understand why I don't trust you to bathe or handle our catsBarring some sort of resolution, I'm sure that the Revdex.com, Yelp, etcwould be very interested to hear this story." Take that as you like
Final Business Response /* (4000, 9, 2015/10/04) */
We don't believe that we are making any progress towards conclusively proving the source of the fleasStone Mountain Pet Lodge did not and does not have any evidence of fleas in our facility
Even though we have tried to understand the point of view expressed in the customer's Emails, there remains unanswered questions
Had the customer brought the cats back to Stone Mountain Pet Lodge, immediately upon discovery of the fleas, we would have had them in a flea bath within minutesThe baths are immediately effective and most of the difficulties that the customer has had would have never occurredOver the counter treatments are less effective and take longer to produce resultsFollowing this, a face to face conversation with the customer would have allowed us to address issues the same day
Had the customer brought the cats (with fleas) back to our lobby the same day as they were picked up, that would make their caseRegrettably, that did not happen
The Customer has declined previous offers of assistance by Stone Mountain Pet Lodge for very appropriate and beneficial flea baths for his three catsWe again extend this offer and further are willing to reimburse the customer in lieu of flea baths at Stone Mountain, for any flea treatment costs that have been incurred by their catsMaximum reimbursement is limited to the cost of the Stone Mountain Pet Lodge flea bathsIn addition, Stone Mountain Pet Lodge will reimburse 1/of the "cuddle time activities" for the three catsThe Customer must provide copies of the receipts for the flea treatment
Final Consumer Response /* (2000, 11, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Clearly there are many points on which we do not and likely never will agreeHowever, in the interest of moving on, we will accept the offer of reimbursement of the flea treatment (receipt will be provided) and 1/of the "cuddle time activities" fee