Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:21/07/2023

  Type:Customer Service 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.

  Saturday July 15 2023 a transaction was made of around 222.00. I was over charged which I had to dispute and get a refund Monday July 17 2023. When I asked for a printed receipt on Saturday I was given a sticky note with some writing on it.
  When I had picked my dog ***** up from this kennel on Saturday her harness was destroyed and her nose had bite marks all over it. I had asked why she had injuries all over her face and was told it was just dirt. Then when I challenged that they told me it might have been from her rubbing her nose on the crate. Then when I challenged that again they told me that they allow their dogs to play rough and that ***** enjoyed it. I complained that it was unacceptable to pick my dog up with injuries all over her face and be told that this was normal and she enjoyed it. I was patronized by the owner, my issues and complaints were dismissed, and my dogs injuries were excused away. I was told that rough play has risks associated with it. No responsibility was taken and blood was drawn on my dog on multiple places on her face including by her eye. This kennel allows their dogs knowingly to participate in behaviours causing injury to other dogs without the consent of the owner. There is an issue with cleanliness as well. My dog stinks like urine and feces everytime I would pick her up. Since voicing myself with them directly, sharing my experience on social media, I have blocked their social media and now their staff are stalking my personal accounts since blocking their business from access to me. I have not given them access to my social media accounts. They have found my social media’s without me giving them my user handle and now they are stalking me. This is disgusting behaviour and making me now feel unsafe.

  Business Response

  Date: 21/07/2023

  Hi there. I am more than happy to share accurate details of the situation. 
  First, ******* has refused to pay for services provided and would not leave our premises without a refund for our standard rates. I will break down our rates here to show how the total for our services is calculated. We also sent the following information to her email after her initial questions Saturday July 17th and even with the explanation she felt the need to come and demand a refund for services that were provided. 
  Day Rate $32 
  Monday through Friday 6:30am-6:30pm
  Saturday and Sunday 7:30-4:00pm
  
  $5 additional charge any day if pick up between 6:30pm-7:30pm
  $10 additional charge any day if pick up between 7:30pm-9:30pm
  
  Boarding Rate includes Daycare $45 
  Monday Through Friday
  Drop off Day 1 Between 6:30am-9:30am OR 11am-12pm OR 4:00pm-9:00pm. 
  Pick up before 9am Day 2 and the rate is $45 no matter the drop off time. If past 9am on Day 2 the day rate $32 is immediately applied. 
  Saturday and Sunday
  Drop off Day 1 Between 8am-9:30am OR 11am-12pm OR 3:00pm- 4:00pm OR 6:00pm-9:00pm. 
  Pick up before 9am Day 2 and the rate is $45 no matter the drop off time. If past 9am on Day 2 the day rate $32 is immediately applied. 
  
  $5 additional charge any day if pick up between 6:30pm-7:30pm
  $10 additional charge any day if pick up between 7:30pm-9:30pm
  
  ***** was dropped off Tuesday July 11th at 11:30am and picked up Saturday July 15th at 7:35pm
  
  As per our rates, that is 4 nights at $45 + GST. Since pick up Saturday was at 7:35pm the day rate of $32 + GST was applied and the $10  + GST late fee was applied. ******* refused to accept our rates although she has paid them prior and they are listed on our website. I explained to her these are the set rates we have for all clients. Her total owing was $233.10. She would only pay $222.60 on July 15th. She then came in on Monday July 17th and demanded the $32 + GST was returned. Because she refused to leave the premises the staff returned that amount. She has underpaid for services by $44.10. 
  
  As for the receipt, we emailed her a copy of the receipt which she stated she didn’t have data to access it. Although that is not our fault, she demanded a printed receipt (something we do not provide). Our system is online and receipts are accessible at any point. Our Debit and Credit Machine prints receipts for those card  purchases but she was only willing to pay in cash. Once again she demanded a printed cash receipt even though we do not have that, so I the business owner wrote a handwritten receipt with confirmation of the date, amount, and that I received it, with my name, title and signature. This was on a long post it note. She further took this to the internet to slander us, although it was done to accommodate her. 
  
  ******* left us a note asking to leave *****’s harness to stay on her because she was nervous of it coming off. We abided by her instructions and left the harness on. ***** is an anxious dog and medicated for it and because the harness was left on her, as per *******’s instructions, ***** found time to chew it when sleeping. 
  
  ***** had bumps on her nose, which were not confirmed bites. They could have been an allergic reaction, play marks, or rubbing from her overnight. As stated before, ***** is an anxious dog and ******* was aware she is not kennel trained so we put her in a bigger area that is gates. We had to zip tie the door to keep ***** contained and she would use her nose to try to open it. ******* was given a full tour of the facility and 2 assessments for ***** before leaving her in our care. If she was uncomfortable with the set up she did not have to leave her dog in our care. u
  
  At our facility dogs are allowed to play! Dogs play and enjoy themselves! Dogs play with their teeth. They will bite at each other as play and this is completely appropriate dog behaviour. We have our play groups monitored and ensure play is consensual. We post pictures multiple times a day and some dogs show their teeth or don’t while they play which is shown! I have nothing to hide! If she doesn’t want her dog to engage with other dogs, she should not have signed her up for a boarding facility where dogs socialize. ******* consented to dog play by doing daycare assessments twice and also boarding her dog for individual night prior to this stay. Each time pictures of ***** were posted online with dogs playing and she never raised concern. 
  
  Dogs at our boarding kennel who go in pool water may come home not fresh smelling and since ***** plays, other dogs slobber and paws were on her body. ***** also slobbered on other dogs making them uncleaned. We have very good cleaning procedures as follows:
  At lunch hour 11am, 7 days a week, all surfaces are bleached and mopped and all water dishes and pools are cleaned and refilled. At 4:30pm each evening all surfaces are once again bleached and mopped, including every single kennel and space, 7 days a week. Between every meal the dishes are washed and dried. The front lobby, training, and grooming areas are cleaned every single night. Our outside areas are bleached and hosed down at 11am daily and 4:30pm daily. ***** drools and gets it on herself in the evenings which can assist in her smelling upon returning home. 
  
  The evening of pick up, ******* tagged All Around Hound in her ********* account story, twice. This notifies All Around Hound followers who then watched her story. She is considering this stalking from people watching her story following her tag. Non of the clients (whom she has blocked) or staff (whom she has blocked) stalked her account, rather they saw a notification and looked at it. No one has made any comments or messages towards her that I am aware of. She has blocked individuals for viewing her story. Her account is fully public and anyone can view it. Posting on social media in a public manner is inviting anyone to view your commentary and posts. As she is stating stalking, my clients and staff are very scared of this women as for her to know they work for me, she would have had to dive into their personal social media’s to find where they work. There is no stalking involved from the business, only individuals issuing their free right to view public posts on the internet. 
  
  On ******** she left a recommendation on the *** ****** ***** ******** **** and this recommendation is public. We responded professionally and received angry threats such as her going to the police to report staff and clients for viewing her social media although she posted on our multiple social media platforms and tagged us.  
  
  As an owner, I removed the late pick up rate to rectify, which was not satisfactory. I then emailed her details about the rates and how they are calculated and did not receive a response. I added the recommendation of the Alberta Force Free Directory with many option for boarding facilities as we want ***** to be taken care of without force, and we understand we are not the right fit for everyone. When she came back Monday July 17th we also issued the day rate refund as she was still unsatisfied. She was met with professionalism each encounter although she was being unreasonable with payment. With her review of our business we responded as we do with positive or negative feedback. The company has done nothing via social media to make her feel threatened, and there is nothing we can do to leave her alone as there is nothing we are doing on her page. We responded on our business page which is very legal and allowed. 
  
  Although we have taken the strides to rectify the situation she has continued to reach out to us and initiate conversations on ******** (recommendation), ********* (tagged twice in her story), ******** ********* (messaged us on July 21, 2023), and through yourself *** (complaint). 
  
  
  
  

  Customer Answer

  Date: 25/07/2023

  
  
  Complaint: 20356875
  
  
  
  I am rejecting this response because:
  

  I am unsatisfied with the response of the business as they are now lying. I have proof and will provide evidence as such with screenshots, videos if requested, photographs, and anything else that is requested to disprove their lies. ***I have tried to upload supporting evidence but website won't accept my photos. Please contact me for this evidence if needed***
  

  “ ******* has refused to pay for services provided and would not leave our premises without a refund for our standard rates”
  This is a lie. I have not refused to pay for services provided. Saturday July 15, 2023 I was told that my questions about how much I was being charged could not be answered before I left All around Hound on that night of Saturday July 15, 2023 when I picked up my dog *****. I was told by staff to come back Monday to dispute any payments. I came back Monday and when I came back Monday July 17, 2023 no one who was supposed to be there to help me was there. I then had to argue and explain my situation to a staff member who was clueless on the matter and with customer support. As shown in the attached image of my receipt it is time stamped Tuesday July 11 2023 11:30am – Saturday July 15 2023 7:45 pm and with that time stamp I was charged $180.00 which I was more than happy to pay for. In regards to the $10 late fee they wanted to charge me, I had called them prior to picking up my dog to ask if I was able to still do that and they told me it was more than okay, just as long as I came before 9:30 pm on Saturday July 15 2023. I was not notified of a late fee of $10.00 and disputed it as they told me if I would have picked her up in the morning it would have also been an additional $10 which made no sense. I did NOT ask for the owner to wave the late fee. She offered. The $32.00 I was charged in addition to the $180.00 was left OUT of the time stamped time of the charge and that Is why I disputed it. I picked ***** up at 7:30 pm on July 15, 2023. The charge of $180.00 was inclusive of the time of July 11 2023 11:30 am-July 15 2023 7:45 pm. The 32.00 did NOT have a time stamp on it therefore I was and still am confused what the charge is for as I was charged $180.00 for the FULL amount of time +10 minutes ***** was in their care.  
  
  “******* refused to accept our rates although she has paid them prior and they are listed on our website. I explained to her these are the set rates we have for all clients. Her total owing was $233.10. She would only pay $222.60 on July 15th. She then came in on Monday July 17th and demanded the $32 + GST was returned. Because she refused to leave the premises the staff returned that amount. She has underpaid for services by $44.10.”
  This is yet another lie. I did not refuse to accept rates. I refused to pay for added costs that aren’t inclusive to the services provided. I have not underpaid anything especially the ten dollar late fee that was sprung on me without notice that the owner took off my bill without me asking, and in fact I feel I should be compensated for the return of my dog in an injured state as well as her harness that was destroyed.
  
  “As for the receipt, we emailed her a copy of the receipt which she stated she didn’t have data to access it. Although that is not our fault, she demanded a printed receipt (something we do not provide). Our system is online and receipts are accessible at any point. Our Debit and Credit Machine prints receipts for those card  purchases but she was only willing to pay in cash. Once again she demanded a printed cash receipt even though we do not have that, so I the business owner wrote a handwritten receipt with confirmation of the date, amount, and that I received it, with my name, title and signature. This was on a long post it note. She further took this to the internet to slander us, although it was done to accommodate her. “
  The owner of All Around Hound wanted to email me the receipt with no other option available to me. She then wants to discredit me and imply im being difficult by saying I only wanted to pay in cash. I get paid in cash due to my job therefore I had the cash I was paid, on me as I was in Vancouver for work and just had returned to the city that day of July 15, 2023. This cash was the money I had available for me to use to pay this company. I asked them for a printed copy of the receipt that they wanted to email me and they refused. I asked for their guest wifi password so I could verify that I got the email as I said I had run out of data and they refused to give me the password, therefore due to me not being able to verify proof of payment before I left their facility by checking my email for the receipt, I kindly and assertively asked for a printed copy. Without a printed copy, and being unable to check my email, I had no way to verify they actually sent me a receipt. I was met with hostility and some writing on a post it note, that showed the amount paid but not the services I was paying for. I have included an attachment of this post it note as proof. Contrary to what this owner thinks is slander, I wrote one google review, one ******** review and my own personal social media to voice my experience with provided evidence to my family and friends. I’ve been intimidated, harassed, and counter attacked by All Around Hound for simply speaking up on a horrendous experience me and my dog had through this company. As you can also see by their response, they take no accountability for my dog being injured in their care, my negative experience and have used information I have not personally disclosed to them to counter attack and discredit me. 
  
  “******* left us a note asking to leave *****’s harness to stay on her” “We abided by her instructions and left the harness on.” “***** is an anxious dog and medicated for it and because the harness was left on her, as per *******’s instructions, ***** found time to chew it when sleeping.”
  This is false. Another lie. I left a note saying to leave *****s harness on most of the time. Not ALL of the time, as I am aware my dog is in their care for four days. My request for her harness to be left on Most of the time refers to time outside playing and anytime she is not in her kennel sleeping. They also claim my dog ate her own harness (and in her sleep). Ive never met a dog who chews on things in its sleep, especially not my dog. I will provide photographic evidence of where the damage is on the harness and how it is anatomically impossible for my dog to chew on her harness in this location. If they want to prove me otherwise they can release video footage of any claims they make but they have not provided ONE single piece of evidence to suggest anything they say is true. I have evidence to disprove almost every claim they make. Not to mention, I also gave them a blanket to use for ***** because she is anxious, and they never used it yet they want to bring my dogs anxiety into the mix. I know this because I washed it before I sent it with her and it still smelled fresh and clean of my detergent and scent beads days later.
  
  “As stated before, ***** is an anxious dog and ******* was aware she is not kennel trained so we put her in a bigger area that is gates.”
  My dog is kennel trained. She’s been kennel trained her whole life. Again, I have proof of this and people in my personal life to vouch for this. They are lying and making things up. My dog willingly and happily goes into her kennel when she needs to. I have videos of this if requested and needed to verify.
  
  “We had to zip tie the door to keep ***** contained and she would use her nose to try to open it. ******* was given a full tour of the facility and 2 assessments for ***** before leaving her in our care. If she was uncomfortable with the set up she did not have to leave her dog in our care”
  I had spoken to a vet about the zip tie situation and the vet said this is not okay. Zip ties are super sharp. I had given them two contact numbers to call me if there were any problems. If my dog was causing problems like this they should have contacted me. No one contacted me. All the report cards I got said ***** was doing great and there were no issues. Again, my dog was injured and their report cards said my dog was doing great. No one knew my dog was injured and no one notified me of any problems. Rather I get handed an injured dog with a destroyed harness. 
  
  “******* consented to dog play by doing daycare assessments twice and also boarding her dog for individual night prior to this stay. Each time pictures of ***** were posted online with dogs playing and she never raised concern.”
  I consented to PLAY and I don’t appreciate my dog acquiring injuries from another dog being brushed off as play. Which Is why I am filing the report to begin with. The carelessness, lack of accountability and minimization for my dogs injuries as being classified as just “play” is concerning and I suggest the owner read up on the Animal Protection Act as they have a responsibility to insure that any wound or injury is dealt with appropriately and that harm and risks to animals are minimized. I consented to play, I did not consent to a business being negligent with my dog and other animals. I also did not consent to my dog engaging in behaviour that may harm another animal. 
  
  “***** drools and gets it on herself in the evenings which can assist in her smelling upon returning home.”
  My dog smelled like urine and feces on multiple occasions. This owner acts as if I don’t live with my own dog. The odd time my dog drools, It doesn’t result in her smelling. My dog has smelled so bad leaving their facility some days I have to change my clothes because it transfers to me when my dog jumps up on me. 
  
  “The evening of pick up, ******* tagged All Around Hound in her ********* account story, twice. “ 
  This is false. I posted an ********* story, tagged them once by accident and removed the post immediately before they even saw what the post is about. ********* allows you to see who views your stories and I verified they did not see this post before it was removed seconds later. I have provided evidence that I had only tagged them once. Not twice. Soon after this I had blocked the corporate account of All Around Hound. this report only allows me to upload only so many documents. I have currently 57 pieces of evidence on my computer to show proof for my claims and concerns.
  
  "The evening of pick up, ******* tagged All Around Hound in her ********* account story, twice. This notifies All Around Hound followers who then watched her story”. This is false and my tags of them do not have anything to do with any of their employees or followers unless those people have direct access into the ********* Account of All Around Hound. Unless I tag those individuals specifically, they would not know of my ********* profile or what I tag unless they came to see on my profile, but seeing as how I blocked the corporate account, these people would have no way of knowing what my ********* user name is unless they were told by the person managing All Around Hound. “She is considering this stalking from people watching her story following her tag”. People were watching my story on Monday July 17 2023. I had tagged and blocked this account before then and before anyone came to my profile. “Non of the clients (whom she has blocked) or staff (whom she has blocked) stalked her account, rather they saw a notification and looked at it”. An interesting way to lie on their behalf. They would not be able to see the notification as I did not tag them personally. I only tagged All Around Hound which means the business shared my dogs ********* profile, looked to identify that I was the one behind my dogs account and then 6+ people came over to stalk me, monitor what I was saying, and collect information on what I do and don’t do with my dog. The owner then aquired information about me using an E-collar that has a vibration and beep setting to discredit my concerns and imply I’m a bad dog owner in her response to my ******** review I left for All Around Hound.   

  “No one has made any comments or messages towards her that I am aware of.” The owner has responded to me with false claims and counter attacks using information she gathered off my social media to use in attack against me under the review I wrote. I have provided the evidence for that as well. “She has blocked individuals for viewing her story. Her account is fully public and anyone can view it.” Correct, I have been blocking anyone who is unwelcome to my page, who I did not give my ********* user name to, and who is affiliated with All Around Hound because I am mortified at their response and their desire to intimidate, belittle, and attack customers into silence from speaking up. My profile has been public as ive never had any issues before with a business sending over their staff and clients to stalk a customer and monitor what they are saying on their own social media. This is horrendous and totally unacceptable as a business practise. “Posting on social media in a public manner is inviting anyone to view your commentary and posts.” I never gave these people my social media. The only account that would have known my profile is All Around Hound. Anyone else would have been GIVEN my social media BY THEM. The OWNER is spreading my information around in order to gain control of the situation of me speaking up on my experience of my dog being injured. Whether my profile is public or not this is my personal account. I have not given them permission to abuse the terms and services of ********* in that way, and as a business the fact that they are excusing this away is disgusting.  “As she is stating stalking, my clients and staff are very scared of this woman as for her to know they work for me, she would have had to dive into their personal social media’s to find where they work. There is no stalking involved from the business, only individuals issuing their free right to view public posts on the internet.” Again, the individuals involved in monitoring my social media only had my social media information THROUGH All Around Hound with OUT my permission for all around hound to TELL them what my ********* username was. It is NOT the right of the business to disclose my information like that to utilize their staff to monitor what I post because they had been blocked and do not have access to me and my social feed. I did NOT provide my ********* to ANYONE other than All Around Hound when I followed All Around Hound. I have Screenshots of these individuals monitoring what I’m posting on my feed. The fabricated claim that her staff are scared of me because I would have had to dive into their personal social medias to find where they work is a lie. When each person came over to my profile, ********* shows me who views my stories. When I click on their user handle, there is one specific account that had All Around Hound tagged in her profile indicating the likely hood that she works or is affiliated with the business. There is another account *** ****** who was the trainer who worked with ***** at the business for a little. Her profile was Public, just as the owner wants to state her staff exercising their freedoms, this persons page was public and showed me multiple photos of the trainer I knew from the kennel. All I had to do was unblock All around hound to verify these people follow them and are associated with them. All of this has been documented and screenshots have been taken. I am so upset at the lengths this business owner is taking to intimidate and silence a past customer for simply speaking up on a negative experience. The owner has been condescending, antagonistic, has retaliated and continues to fabricate stories and spread lies. I would like this business to receive consequences for this behaviour and the level they have escalated things to. After speaking with Animal Care and Control, The Edmonton Police Service, as well as my Veterinarian, I had been told to send a letter notice of harassment so that this business stops retaliating and intimidating me. I have attached my notice that EPS are fully aware of also in this document. 

  
  The action I have taken so far. 
  1 Google Review. 
  1 ******** Review. 
  My own personal experience on my personal social media for my friends and family that did not involve them or their staff or clients. I was not sparking conversation WITH the company. I had not reached a level of resolution with the company therefore I took it to write two reviews detailing my experience as well as file a complaint with ***. 
  
  When I started being monitored, and receiving responses that involved personal attacks against me I took things to ACC, EPS, ***, and my veterinarian. 
  
  It is apparent that filing a complaint through *** may not result in the business taking accountability therefore I will pursue other options if the *** cannot step in and enforce ethical business standards. 
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 26/07/2023

  I reject *******’s response as she is fabricating the truth.
  
  She has stated we have a no contact order from the business to herself therefore limiting us from offering any resolution to her. On Monday my supervisor was there to assist *******, however her questions were very confusing as she was questioning how the prices were created and why they are only slightly different between a day rate and night rate. Of course my staff are going to be clueless, as I am myself as well. I create prices that are posted on my website and on the online portal and they are across the board for clients. Why ******* believes she should be treated special and provided different rates genuinely confuses me. Her explanation is unfortunately invalid as the receipt we emailed her after her demand for refunds on services provided reflected the amount she paid of $189.00, not $180. ******* mentioning only $10 more to pick up in the morning is false and inaccurate calculations. As stated in our prior message the day rate is $32, the late fee is $10 up to 9:30pm. If she was to stay the night it would be $45 instead of $42. Yes that is a minimal difference but that is the price for all clients. By demanding a refund of the day rate ******* has refused to accept our rates although she states she did not refuse to accept it. In my previous message I described our rates in detail showing what services are what cost. ******* mentions “costs that aren’t inclusive to the services provided”, the costs stated and unpaid were provided as she confirms with the invoice times she listed. She has the refund of $44.10 that was owed to us that as we gave back as compensation for her unhappiness already. She mentioned having money back to compensate for the harness, it is already provided in that $44.10. 
  
  I do not wish to discredit ******* about paying with cash, I am only stating facts that there were other options. As for the wifi, ******* refused to accept that we do not have guest wifi. That is not a service we provide to our clients and the wifi is used for camera monitoring throughout our facility. Hence, why we did not provide the wifi password and it is password protected. I wrote a confirmation of payment on a note, which is a formal response to confirm payment. I am very uncertain why ******* is so very upset about a sticky note, when we made an accommodation for her request in the moment. 
  
  Slander is “the action or crime of making a false statement”. This is the definition of slander, and it is what is being done even in your previous message to the ***. 
  
  All Around Hound has not initiated any conversations with ******* and only responded to her comments and posts she made with inaccurate information. 
  
  *******’s note about *****’s harness to stay on most of the time did not come with the instructions “refers to time outside playing and anytime she is not in her kennel sleeping”. She has now made up new instructions that were not passed to us. We were given vague descriptions of leave her harness on most of the time because I am nervous. We opted to leave her harness on for *******’s comfort based on her simple request. 
  
  It is interesting that she has never met a dog chew in things in their sleep, as I know hundreds of dogs that do. I have personal dogs who have chewed the same spot on their harness, it is anatomically very possible. Dogs are surprisingly bendy. We offered to provide video footage of *****’s play but we’re faced with “I did so much training to train her to not play like that and you have reversed it all” She was not interested in the videos I offered. We have many blankets in our facility that we did provide *****. We wash our bedding for dogs every single day for cleanliness and for personal blankets they can get mixed into our laundry and ***** would not have had the same blanket each night no matter what. We gave the blanket back clean because that is what we strive to do. 
  
  When ******* arrived for the first assessment we had to call you to pick her up early because ***** was having problems in the kennel. We sent you a video via text of her stress in the crate. You made sure we agreed to not crate her due to her anxiety and we followed your directions. ***** does not like confinement and that is proven with the video we had sent the first day ***** came for an assessment. 
  
  I am unsure of your vets opinion and would be very open to them calling us to explain their finding on ***** as there is still no confirmation that the injuries were inflicted from us. I have seen dogs get bumps on their nose like that from mosquitoes and then they scratch them like humans and cause small holes. I truly stand by that those are not puncture wounds from other dogs. ***** was not a problem, we loved seeing her play! She was enjoying being a dog and was confined overnight as all other dogs are. We use zip ties on our gated areas for safety mesures as gates have one latch point at the top and not at the bottom. Dogs who are motivated enough can push their head through the bottom portion which is a safety risk wd mitigate. For safety we zip tie the bottom closed and cut the zip tie away from the dogs area. A flat zip tie is not sharp contrary to *******’s statement. The report cards were accurate! ***** was having fun and doing great. As stated before, ******* was aware we made the exception to not crate ***** and we followed through with that. If ***** was injured we would have most definitely would have contacted *******. The small marks on *****’s nose did not appear until very close to pick up time. Although this may seem fabricated, she is in photos throughout the day with no injury to her nose. 
  
  ******* demanded that the injuries on her nose were from another dog. I stated it is possible that dog play could cause injury, although I said it was very likely rubbed on the confinement area overnight, an allergic reaction, or a bug bite. All of these are more likely descriptions of what happened to *****’s nose. ******* was offended that I offered ideas that were not a dog “attack” because she stated ***** had been attacked prior and now ******* is highly sensitive about any injury on her dog. She believes they are dog bite marks but this is not confirmed by an impartial vet or professional. In my expert opinion the injury was not dog bites, which she refuses to consider. 
  
  All my comments about dog play are still valid however. Dogs play with their teeth, they learn bite inhibition and how to safely play with each other while not causing injury. However, teeth can still cause cosmetic injuries as they play. 
  
  There was no negligence in the standard of care we provide to ***** nor our other clients. 
  
  Our entire staff has access to social media platforms, ********* and ********. Our staff are required to make daily posts for transparency to let parents see their pup. Sending a notification from a public ********* account and having people watch the story is not harassment. On social media when people search All Around Hound they can see what the corporate account has been tagged in if the account that tagged the company is public. So our clients and staff were notified and can see that the account was tagged by her ********* story tag which leads many people to view her account. ******* tagged All Around Hound Saturday July 15th and not all clients or staff are on their phones every hour so they watched the story that is linked to the page on their own time, possibly Monday as ******* stated. ******* has a public account for her dog and her information, if she doss not wish the world to see her posts and only wants people whom she shared her ********* handle with, she should make her account private. 
  
  The response on her review was only factual and no false claims were made. ******* states “My profile has been public as ive never had any issues before with a business sending over their staff and clients to stalk a customer and monitor what they are saying on their own social media. This is horrendous and totally unacceptable as a business practise.” This is completely false. The business has made no instruction for people to view her profile. Once again it is a public profile that people see All Around Hound was tagged in and they on their own time went to watch. It is appalling the slander being stated that our business would force people to stalk a client, when no such thing has occurred.
  
  I the owner have not given her information to anyone or spread any false information. The individuals she has stalked found her profile due to *******’s “mistake” of tagging the page. Unfortunately on social media you cannot reverse notifications on phones and I have screenshots of the notification “*****heradventures wants to send you a message” on my staffs phone to which they then watched the story under their personal accounts. ******* unintentionally provided her user information to our 800 followers. Whether it was on purpose or not she did by tagging the page. The business has not shared her page or any information about her. 
  
  Animal Care and Control showed up for a surprise visit to our business location and after an in depth inspection they have found zero concerns and thanked us for our cooperation. I think it is fantastic that the quality of dog care is improving as the industry is unregulated. I welcome inspections and tours to anyone. I do not have anything to hid and know my business practices are of standard care and quality. 
  
  I ask that if ******* has seen her veterinarian that the vet contact the company to share their findings. 
  
  In her ********* video she said “shout out to All Around Hound” that is sparking a discussion with the company and enticing followers to view her story. 
  
  I am unaware of any responses to ******* that are personal attacks. If there have been, it is not from our corporation. 
  
  ******* is not providing any solutions to the problem. During the in person conversation ******* asked I restructure my business to not allow normal dog play. This is a complete unreasonable expectation and absurd. 
  
  I would be happy to issue a full refund of her money if that completely resolves this matter and she agrees to cease and desist her attacks on my business.

  Customer Answer

  Date: 29/07/2023

  
  Complaint: 20356875
  
  I am rejecting this response because:
  I wish to not receive any further response from this business. This is not why I filed a complaint with ***. I do not want to be in contact with this business directly or indirectly any longer and I have made it CLEAR to them. I filed my initial complaint with ***. To voice my concerns to ***. Not to the business again. They know my concerns and they've been careless with those concerns in my opinion. 
  In my opinion this owner clearly gets off on discrediting customer complaints by lying, deflecting, and counter attacking people who have put money in their pocket and keep their lights on.
  I am not interested in writing novels back and forth with a business who again in my opinon hasn't shown me an ounce of accountability, has not even so much as apologized or showed an ounce of remorse for my dog being injured while in their care, and who continues to try and intimidate me into staying silent about this DESPITE them receiving an Edmonton Police Service notice of harassment after their staff came in a flood to creep and monitor my social media. In fact, that is not why I filed a complaint with the ***. I wish the business to be held accountable for their negligence, lack of professionalism, bullying to their customers, and injuries my dog sustained while in their care. Everything I have stated is backed by photographic and videographer proof, and documented. If they have proof to correct my claims in anyway, for example if they have camera footage of my dog chewing her harness in her sleep they can provide that, but they have yet to show any proof for their counter claims against my proof that I have provided. 
  My complaint stands: My dog was injured while in their care. They did not even know my dog was injured until I pointed it out, therefore my dogs wounds were acquired and never attended to, all while in their facility. 
  I will not allow a company to bully me, or any of their customers into silence using intimidation, lies, and weaponizing terminology such as "slander". I have been in contact with my lawyer and I am not breaching my rights as a consumer to speaking publicly about my experience at All Around Hound, as everything I have spoken on is backed by physical and visual evidence. 
  This business is not entitled to my dogs vet records nor will I be sending that information into such careless hands. I am not interested in anything further this business has to say, and will pursue an alternative route of addressing this. It is absolutely disgusting that a business would behave in such a way to intimidate, counter attack, and lie about facts and evidence. There is no solution the business can offer me through the *** as they've already tried to discredit, silence by intimidation, and counter attack me. I do wish this business to be held accountable for their part in my experience with them, as I have put hundreds of dollars into their pocket, which in my opinion, they seem to have forgotten. 
  Had my dog been returned to me without injury and her harness left in tact, or had I been notified ahead of pickup that my dog was injured and her harness was destroyed, had there been an apologetic statement such as "We at (All Around Hound) are devastated that ***** was injured while in our care and we take your concerns and complaints with the highest regard, as the safety of any animal in our facility is our highest priority. We are committed to doing better, and every measure will be taken to make sure this does not happen again. Again, we are deeply sorry for your unpleasant experience with us. Please let us know how we can rectify the situation for you."  or had I so much been left to my right to leave as many reviews as I want of my experience without being bullied, counter attacked, intimidated, monitored, lied on etc. then I would not be going to such lengths to fight this and stand up for my dog, myself, and other pet owners. But due to my dogs traumatic experience in their care, their lack of remorse in regards to my concerns, their patronizing attitude towards me and my concerns, their counter attacks, their lies, their intimidation, their monitoring from their staff and affiliates on my social media, and their insane responses to my complaints I have filed through ***, the distress I've been under because of them for the last two weeks, I am pursuing my complaint and consumer rights to the fullest extent I possibly can so that this does not happen to another customer or dog that ends up in their care. I am NOT the only customer to file a complaint of animal injury while in their care, or that my dog has smelled like urine and defecation upon pick up. 
  If this owner reflects on anything I hope it is the following: Businesses stay in business because of their customers. Without the business of their customers, they would have no reason to be running a business. The message I have interpreted from this owner based on her reaction and response to my complaints is that I was never valued as a customer to her; that the money I put in her pocket she felt entitled to, that she has no room for improvement and is unwilling to grow. I was a very new, consistent, but brief customer of hers. In my opinion, I have never, in 29 years of being alive, experienced a business respond to such a serious concern from their customer with such entitlement over an animal that isn't theirs, lack of remorse, and lack of accountability. This owner in my opinion feels entitled to their customers hard earned money without having to provide safety, and responsibility in return. I will never put another penny in their pocket, nor will I ever stop sharing my experience to whoever I want on what happened to my dog ***** while in their care and the backlash I received from them for speaking out on that, as well as the distress I face daily now because of this experience. They could have mitigated this entire situation, taken ownership, and rectified the situation by allowing their customers to have a voice, and taken their customer complaints seriously with compassion and remorse. If they don't want their customers sharing their negative experiences then they need to put forth measures in place to minimize the negative experiences their customers may have, and at the VERY least, respond to their customers with compassion, empathy, and true concern that their customers feel they care. 
  
  As a customer, I feel taken advantage of by this business for the money I have put in their pocket, I feel distressed by the constant anxiety of retaliation due to me speaking up about my concerns and events that took place, if I'm being monitored in secret by them or their staff etc, I feel inconvenienced by the entire situation and am now dealing with behavioural issues from ***** since her last pickup on July 15, 2023 where she does not want to go for car rides any more as she has been traumatized and is afraid she's going back there so time I now have to spend time alleviating this response from my dog, and I feel my dog and I were victimized and bullied by this business.