Complaints

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• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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.

  My 5 month old puppy was dropped off for boarding at K9 Corral in Fort Collins, CO Friday 11/24/2023 around 3:30 pm. I left 2 emergency contacts for the facility since I would be on a week long family vacation. Wednesday 11/29/2023 my emergency contact is told to pick up my dog immediately, as she has contracted pink eye from their dirty facility. They claim my dog was eating her feces and then had continual diarrhea. My dog has NEVER eaten her feces, as I'm with her all day long. This tells me that the facility did not take my dog to potty enough, left her in a dirty stall, and had a dirty enough facility that my dog got an eye infection. My dog was then rushed to an emergency vet in which I incurred a $200 charge, $70 crate which the emergency contact had to buy, and I paid the emergency contact $200 for their trouble. My dog is sick from this place and I am so angry with their treatment of my dog.

  Business Response

  Date: 12/06/2023

  We do have two signed agreements from Sharalyn that state:All Pro Dogs reserves the right to immediately change your dog’s type of boarding/training if we believe it is necessary to protect the health and well-being of your dog, other dogs, or a staff member. Also, Boarding agreement- Risks states: Although we will offer reasonable care, the unpredictable personality of dogs can sometimes lead to illness or injury. As well please see the boarding intake form that specified who we should reach out to if and when Rosie needed to be picked up from our facility. All clients were sent an email on 11/20/23 stating in part that dogs would be asked to be picked up from boarding when showing signs of illness as we are doing our part to curb the recent dog illness affecting Colorado.
  Staff noticed she struggled to hold her bowel movements while in her suite and made sure she was included on our list of extra bathroom breaks which include checking her suite multiple times a day for damages, cleanliness and safety. Due to her young age this is a common occurrence with puppies who are less than a year old and staff are trained to pay close attention to dogs with this need. Rosie was brought out of her suite a minimum of 7 times a day for potty breaks and multiple play groups while in our care. Sharalyn mentioned at drop off to the facility manager that Rosie was known to eat trash and things around the house she shouldn't eat. On 11/29/23 when staff noticed she was having discharge coming from her eye we attempted to contact Sharalyn via email as instructed since she was out of the country and then management reached out to her emergency contact about Rosie's eye condition. Our facility operates as a boarding, daycare and training and we do not have a vet on staff. We strongly recommended to Sharalyn's emergency contact that Rosie be seen by the vet for her eye discharge. On 11/30/23 the person called our staff and spoke to a manager to ask what vet's office Rosie is seen by and the facility manager was able to provide the information to her and was informed she would be contacting her vet to receive treatment.
  As per the signed agreements we will not be issuing a refund. With Rosie being picked up earlier than expected there is a $190.00 store credit. The remaining balance of $190.00 is available to use for other services, such as daycare or grooming, at your discretion.
  We do understand how upsetting it can be to return to a pup that is less than healthy. We understand a first time boarding experience that does not go as planned, like in Rosie's case, can sour the experience going forward. We hope Rosie is able to make a full recovery. 

  Customer Answer

  Date: 12/06/2023

  Complaint: 20951524
  
  
  
  I am rejecting this response because:

  I will never return to this facility again,  so keeping my money is unbelievable. I deserve my money back! My dog didn't even stay the full time! I have never heard of such a thing. I want my money back. This will go through the community and 1 star reviews will be left. This is thievery!

  
  
  
  Regards,
  
  
  
  Sharalyn Bontrager