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Business Profile

Dog Boarding

Keshet Kennels and Rescue

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:15/08/2022

    Type:Product 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:
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    We feel that Keshet didn't provide an appropriate level of service in the care of our dogs for a stay of 10 days from July 28th to August 7th. Both dogs contracted kennel cough as keshet kennel was in an outbreak and didn't notify us. Kennel cough is zoonotic putting not only our dogs, but our small children at risk. If we had known about the outbreak, we would not have dropped off the dogs for care. In addition, keshet made decisions about the care of our dogs (allowing them to sleep together at night, against our verbal and written instructions) that could have put both dogs at risk. Prior to drop off we provided care instructions and proof of vaccination on the Keshet portal. We also provided verbal instructions and attempted to give the hard copy of vaccination to keshet upon drop off. When we contacted Keshet on August 11th (a day after dogs being diagnosed) requesting our money back, we were told that they weren't in an outbreak and had Communicable disease cleaning processes in place (stated 12 days after outbreak)and added that our pets were received at the kennel during this period. In addition, that we had not provided proof of vaccination (incorrect as stated previously). They're welcome screen stated that on August 8th, it had been 10 days since the last symptomatic dog left, meaning our dogs would have been there during an outbreak. Keshet failed to verify our vaccinations at the time of kennelling, causing one to wonder if this is a regular occurrence at Keshet and the cause of the outbreak.

    Business Response

    Date: 17/08/2022

    ***** ****** ****** *********************** ***** ********** ****** *** **** ***** ** *** ***** ******* ********************** ******** *** *** ********* *********
     

    Very sorry to hear that ***** and ****** have kennel cough. I hope they feel better soon.

    As your vet will substantiate, even though a dog is vaccinated (for which we were not provided with the updated vaccination records) , similar to the flu shot or even COVID, it doesn't mean one can't get it. Even if there is no coughing at the kennel, there is an incubation period of anywhere from 3-10 days. So it is very difficult to pin point who and when the kennel is exposed. 

    It is true that there was a known outbreak of KC at Keshet, at other kennels too I might add. Regardless, as soon as symptoms became evident, as we always do, we initiated all the precautions necessary to contain spreading, which included, removal of communal water buckets outside, washing/sanitizing hands equipment & belongings before moving between dogs, sanitizing pens regularly and eliminating interactions/socializing between dogs. To be perfectly honest, to suggest we were negligent in cleaning and safe guarding the dogs is presumptuous. We take great pride in caring for the dogs that stay with us and the service we provide. But KC is an airborne virus, and that we can not control. 

    The minute there were symptoms, messages were posted on the Welcome Screen of our customer portal with regular updates. We were also making calls to customers before their drop-off date to advise them of KC allowing them the option to cancel while there were symptomatic dogs on site. We maintained KC procedures for an additional 12 days after the last symptomatic dog left, with no further symptoms. ***** and ****** arrived for their stay during these 12 days.

    In regards to belongings, I know that the blanket was washed, at least on one occasion that I can account for. As for the 2nd crate, the 2 seemed to prefer to cuddle together on the blanket so the 2nd crate was removed to make more room in their pen. Their assigned pen was in the backroom, as requested. Only 2 other pens in that room. Reviewing our records, I can safely say that none of the pens in that room had dogs that presented with KC before and since ***** & ******'s stay.
    We have many different staff that work on different days and different rotations. One of the girls did confirm there were 2 food scoops. If you describe them, happy to look for them. Same with the blanket, as I remain uncertain whether it was returned to you with your other belongings.

    Our services during ***** & ******'s stay with us were performed in good faith. While we empathize with your situation,and regret that the dogs picked up kennel cough, when you created your account with us, you accepted the daycare and boarding agreement, which includes clause #9 as stated below,

    "9.Contact with Other Pets. While your Pet is staying with us, he or she may come into contact with other Pets. Every effort will be made to ensure the safety of our guests by enforcing strict Restrictions on Pets as set forth in Keshet Kennels' procedures. - You acknowledge and agree that in the unlikely event your Pet is injured by another Pet, YOU HEREBY RELEASE Keshet Kennels AND ITS AGENTS FROM ANY LIABILITY FOR SUCH INJURY. - If your Pet injures another Pet, you will be solely responsible for any injury to the other Pet(s) as well as your own Pet, and YOU HEREBY RELEASE Keshet Kennels AND ITS AGENTS FROM ANY LIABILITY FOR SUCH INJURY. - Communicable diseases: all Pets coming to Keshet Kennels are required to be vaccinated. However, it is still possible for a Pet to become ill, even if vaccinated. This is not due to any circumstance or condition at Keshet Kennels and you agree that Keshet Kennels is not liable for any illness suffered by your Pet during or after its stay, including but not limited to Tracheobronchitis (Canine Cough)."

     

    Also be reminded, clause #2 of the agreement, as stated below:

     

    "2. Payment for Services. You agree to pay us for the Services we provide to your Pet during each visit at the rates set forth at the start of such visit (collectively the "Charges"). - Prices are subject to change without notice. - Daycare: Check in/out is any time between the hours of 8am to 8pm. - Overnight Boarding: - Check in/out is any time between the hours of 8am to 8pm. - Charges begin on the first night of your dog’s stay. - Standard check out time is12pm on the Departure Date. - Additional daycare charges will apply to pickups after 12pm. In the event you do not pay your bill in full at time of check out, Keshet Kennels is nonetheless required to return your pet to you at the time of checkout. You understand, however, that you will remain liable for all charges incurred during your Pet's stay, and Keshet Kennels reserves the right to collect any unpaid balance.


    ******



    On Thu, Aug 11, 2022, ***** ***** wrote:

    Good morning ******,

    Both ***** and ****** have been diagnosed with kennel cough, even though they were both vaccinated weeks before their stay.

    This is upsetting to us for a variety of reasons. Firstly, Keshet should be a safe place for our pets. For ***** and ****** to have caught kennel cough, either due diligence wasn't being taken in cleaning and safe guarding or the dogs were in close proximity to other dogs, which goes against our expressed request for the dogs treatment. In addition to acquiring kennel cough, both dogs slept in one bed, with ******s kennel being misplaced until our arrival and a blanket and 2 feeding cups going missing.

    Secondly, I have small children. Kennel cough is zoonotic, putting my 2 year old and 4 month old at risk.

    Thirdly, we became aware upon the dogs diagnosis that there was a known outbreak of kennel cough at Keshet. We should have been notified of this. This would have maintained trust that I feel is lost.

    For all of these reasons, we would like our money back, as well as the vet bill covered ($ 74.63). If either of the dogs worsen or if either of my children become ill, I will be following up.

    Please send a response to the email I sent to your info email address. Id prefer to have this documented outside of the keshet portal.

    ***** *****

    Customer Answer

    Date: 19/08/2022

    <b>&nbsp;</b><br />
    Complaint: 17717979<br />
    <br />
    I am rejecting this response because:<br />
    <ul>
    <li>the welcome screen stated 10 days from the last symptomatic dig leaving Keshet, contradicting the response given. In that case, the dogs would have been at keshet during an outbreak and we should have been contacted and notified.</li>
    <li> the welcome screen is not accessed upon confirmation, with the message at the very bottom. Without knowing to look there, consumers would never know the details surrounding a KC outbreak</li>
    <li>decisions about the dogs care were made against our verbal, written and implied instructions </li>
       <li>Keshet failed to verify our proof of vaccination, suggesting that not following those policies is a possible factor in the KC outbreak</li>
    <li>the dogs' health continue to worsen due to the severity of KC, and further antibiotics and NSAIDs are required</li>
    </ul><br/>
    Note that the response provided by Keshet is a copy of our original exchange and is why we've reached out to ***.


    For these reasons we would like to be fully reimbursed and we reject the response.
    <br />
    Sincerely,<br />
    <br />
    ***** *****

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