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:03/01/2023

  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:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a dog owner and my dog has been going to wag Atlanta since July 2021. Overall the experience was positive but as time went on things started to go downhill. On December 29th I called to pick up my dog however they brought a completely different dog to my vehicle. Although similar in appearance I let them know immediately that was not my dog. They apologized and brought my dog to me. On January 30th I noticed my dog had cuts on his nose so I called and expressed my concern. I wasnt notified at all, no incident report was made and if I hadnt called I wouldnt have known anything. They told it might have came from the dogs playing but they werent sure. I was upset about this and knew I would be looking for a new boarding because this wasnt right. On February 9th I got a call from the ************************* (who did not witness this) and she told me my dog bit an employee. My dog as never had any previous problems and has never bitten anyone before. I immediately knew something was wrong but planned to pick him up once I was done with work. They let me know my dog couldnt come back and that I was financially responsible for the employee. Being financially responsible is not in the contract however I asked to see the footage since I know they have cameras to see what actually happened. They told me video was for internal use only and I couldnt see it. They didnt give me any video, no pictures and no incident report. After asking again why I wasnt provided anything she stated a incident report wouldnt matter but finally emailed me one on Feb 16th. After doing research a place like this should have workers comp to cover this however they are asking me to without providing any evidence at all. I currently have $579.60 on account which they refuse to give back until the medical bill is paid. I am in contact with a lawyer and will be pursuing this legally. I also will get social media involved as I have a huge following. This is not right and I will fight this.

  Business Response

  Date: 03/09/2023

  As we communicated with the owner, her dog **** bit a team member causing injury and the need for medical care. We provided an incident report to her when requested. per our contract, owners are responsible for injury caused by their dogs. The medical bill is $509.92 and has been provided to the owner. The  owner has refused to take responsibility for her dog, which may lead us to report the bite for the safety of others. The owner never showed any concern for our team member. The credit balance on her account with us is $579.60. We asked if she would like us to use this balance and refund her the difference and she only answered saying that she is taking legal action. We are happy to refund the difference of her credit balance and the medical bill or the entire credit balance if she pays directly for the medical bill. Dog owners are responsible for the actions of their dogs. Irresponsible dog owners are as dangerous as their dogs.