Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:08/01/2022
Type: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 dropped my dog for boarding here on 7/13. On 7/20 they called me that my dog could not move and I instructed them to take her to emergency. At ***** ***** veterinarian the vet said my dog had severe heat stroke with a temperature of 107.9. They could not save her and she died that day 7/20. The facility is negligent. Heat stroke is preventable 100 percent of the time. They deny any wrong doing.
Business Response
Date: 09/07/2022
***** **** ************************** *********************************
*** ************************ ************************
***** *** ** ***** **** **
******** **** ********In regards to the complaint against MSK9 ,
**** was an 11yr old ******** with Wobblers Syndrome. Wobblers Syndrome is a disease of the spine within the neck, resulting in poor transmission of nerve signals between the brain and body. It can also cause increased pain due to swelling of the spine and neck. MSK9 was made aware of ****’s disease when she stayed with us previously in September of 2020. **** did very well during this stay and our staff followed all special care instructions given by the family in dealing with a dog with wobblers.
As expected, **** had aged since her last visit and we noticed her condition had deteriorated. Upon her arrival we scheduled our staff to provide special care to **** every two hours. **** needed assistance to potty, drink, and eat. Our staff ensured **** had access to water and was taken out to use the restroom every two hours. For feeding, our staff sat with **** in her run to help her eat to avoid putting stress on ****’s body by forcing her to stand.
All runs at our facility are indoor/outdoor. The temperature in the kennel at its hottest was 78 degrees. When we noticed a change in ****’s health and behavior, we immediately contacted the owners and got her to the vet within the hour. It should be said our General Manager called multiple veterinarians to see who could see **** the soonest. ****’s original veterinarian did not have availability to see her until 3pm, roughly five hours later than when our staff noticed **** was not feeling well.
The veterinarian advised **** had symptoms of heat stroke; this was unfortunately not surprising as Wobblers Disease can cause increased heat intolerance and can cause issues regulating temperature. The other 60 dogs in our care at this time did not have any issues with overheating or regulating temperature.
MSK9 takes pride in our business and employees believing strongly in the principle of providing the best care possible. ****’s decline in health was very sudden in its onset and MSK9 is saddened by her passing.
Sincerely,
Jake and Kari
Mountain State K9 Academy
Kari (****) H*****
Owner / General Manager
************ *****
************ ***
*******************************
******************************Customer Answer
Date: 09/07/2022
Complaint: ********
I am rejecting this response because: the claim that the kennels temperature was 78 is a lie. My dog could not have had a 108 degree temperature during a record heat wave if she was housed in 78 degree temperature. They are lieing to protect themselves from what is obvious.
Regards,
****** *****
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