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:02/27/2024

  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.

  My dog was bitten at this facility due to an altercation with another dog. He was left with a puncture wound on his neck and chunks missing out of his paw pads. The facility tried to down play the situation and say he was simply pawed however when we took him to the vet and his fur was shaved it was clear that he had been bitten. This incident took place on February 23, 2024 and no one got into contact with me after I repeatedly reached out to them for more information on what happened. I was finally contacted today February 26, 2024 and the story was changed from him being pawed to him possibly being punctured by a nail or being bitten.

  Business Response

  Date: 03/27/2024

  Myself and my husband, who is my business partner, have had 2 conversations with the complaintant. During the first call, we listened to her complaint about her dog and also asked for permission to contact her vet which she gave. Her dog was not involved in an altercation at our facility. Because there was not an altercation with her dog we had to watch several hours of footage from the day the dog was at our Camp. We observed her dog playing very rough with another dog and the yard attendant was very close by, and carefully monitoring the behavior of the 2 dogs. We saw her approach both dogs individually, carefully checking them for any possible wounds. We could see on the footage that the attendant got some blood on her hand when checking him carefully. She then called for the front desk to come and get the dog from the yard. This was done, and the front desk cleaned the small wound and gave both dogs a break from the yard. She only saw one small wound on the woman's dog and called the parent to report that the dog had a small wound from playing rough. When the man came to pick up the dog, our manager pointed out the small wound and the man did not seem overly concerned. We watched on the video inside and outside our facility as the man left with the dog and walked him a little outside before putting him in a car. There was no limping on the footage or anything that occurred on the video that showed any wounds to the feet or paw pads. We then called the woman's vet with her verbal permission. It did take over a day for the vet to call me back but when he did the summary of the vet visit was totally opposite from what  the woman said on the phone. The vet was the practice owner but one of his associates saw the dog. When he called me back he said he had conferred with the associate and also saw photos of the wound. He said that both vets agreed that the wound was from a nail due to the angle and position of the entry point. He said that the only imperfection on any of the paws was what he referred to as a small skin flap on one paw, which was what he described as only penetrating the top layer of skin. I had told him that we have two types of surfaces in our play yards, and if either could be the cause of a paw injury we needed to know so we could correct it. He said that neither type of surface that we have would cause a paw injury. We then called the parent at a time she requested  and reported the vet findings. We were professional and not accusatory, just gave the facts we were given. We are not medical professionals so we have to rely on what the vet says. Because there was no altercation involving the dog, and only mutual rough play we did not offer to pay the vet bill. This person has slandered us in every format she can find.She even had her sister write a bad review despite the fact that the sister has never been to our facility. We have consulted with this woman and she seems to want to be vindictive.