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:11/25/2023

  Type:Service or Repair 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.

  I boarded my dog at this business from 10/19/23 to 10/24/23. When my dog was brought to me, I noticed he had a visible wound to his side which turned out to be a large puncture wound. The employee stated he did not know how it happened, and that there were no incident reports for this. The boarding cost $295.00. When I contacted management, they said they did not know how it happened, and the manager ***** said to send him what the vet said. I had to take him to the emergency vet where he required: sedation, sutures, pain medication, antibiotics, and anti-anxiety medication. The vet visit cost $1183.50. I forwarded this information to the email that ***** provided and asked for. They ignored me for 2 weeks until I filed a complaint to the ******** ********** of *********** and were investigated. Then, they told me they could begin processing my refund for the daycare package that I would not be using with them (cost $360), and that I could pick up my check on Monday 11/20/23. On that Monday, the manager ***** suddenly left a voicemail that I would only receive a refund if I took down my Yelp review. That request violates Yelp terms of service. So i have received no refunds of any kind for poor boarding service or for the services I will not be using.

  Business Response

  Date: 12/13/2023

  ****, we are very sorry that *** was injured, we take the safety and health of all our dogs very seriously.  We talked to our team members, and *** had a great time playing with his friends and our team during his stay. He was not involved in any fights or scuffles, and was playing energetically with his friends, as is his normal behavior.  We regularly check our building and playards for items that might cause injury. After the injury we re-checked all areas and found no elements that could have caused the injury.  We believe the injury was caused by an unintentional bite that happened during playtime.  Were normally known for our exceptional attention to detail, and we regret that we missed the **** as our team should have noticed this injury quickly, and reported the situation to you immediately.  After the incident, the CO Department of Agriculture found us not at fault for the injury but we are very sad anytime a dog is injured.  We hope ***** wound heals quickly.
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20914597
  
  I am rejecting this response because:

  It was not from a bite wound, the vet agreed and the inspector from **** of agriculture said your theory was that it was from the kennel door. Regardless, I noticed the injury immediately upon the employee bringing him out to me. So how no one noticed is beyond me. The majority of the complaint is due to the fact that you ignored me for over 2 weeks after I sent vet reports and only offered me a refund after the inspection occurred, and then said I could only get a refund if I took down a truthful review. I should have been refunded the daycare package that I did not use!!! You have shady business practices and make excuses. Your employees didnt even notice he had a ****** tooth **** near his eye 2 weeks prior to the boarding. I had to again show the employee! Do ONE good thing and refund me the $360 for the daycare package. 

  
  Not Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  ****, we are very sorry that *** was injured, we take the safety and health of all our dogs very seriously.  We talked to our team members, and *** had a great time playing with his friends and our team during his stay. He was not involved in any fights or scuffles, and was playing energetically with his friends, as is his normal behavior.  We regularly check our building and playards for items that might cause injury. After the injury we re-checked all areas and found no elements that could have caused the injury, because of this, we are not able to offer a refund.  We believe the injury was caused by an unintentional bite that happened during playtime.  Were normally known for our exceptional attention to detail, and we regret that we missed the **** as our team should have noticed this injury quickly, and reported the situation to you immediately.  After the incident, the CO Department of Agriculture found us not at fault for the injury but we are very sad anytime a dog is injured.  We hope ***** wound heals quickly.
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20914597
  
  I am rejecting this response because:

  It is not the CO Department of Agriculture's job to find you at fault for this incident. The complaint and subsequent investigation only serves the purpose to inspect that you are following the very loose regulations that exist. So just because they find no deficiencies does not mean that you are totally relieved of blame, you're lucky that they even accept post-dated incident reports, as if I hadn't pointed it out, you would have zero record of this. My dog was injured, not from a bite, so stop claiming that. I know what your theory and the vet's opinion is, and it was a puncture that has no bearing to a dog bite, unless you have a dog on your property that only has 1 canine tooth in its mouth. He wouldn't stop licking or reacting to the wound once I brought him home, so I doubt he had no change in behavior as you claim. The refund would be for the services that I did not and will not receive - the DAYCARE PACKAGE for 10 days, and in actuality, was 12 days since you were running a special for October for 2 free days. At maximum, he used 2 of those daycare day packages and since I would never dream of using your incompetent services again, the LEAST you can do is refund me the days he will not be using and you will using time or employee effort to care for him. I will even been nice and accept 8 days worth of refund totaling to $288.00. If you really feel an ounce of remorse for "missing the ***** and causing me to spend approximately $1838.00 between your charges and the veterinarian bills, not to mention the emotional distress you caused both me and my dog, you will mail a check to that total. 

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