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:08/08/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 26 July, Canine Perspective massively overfed my dog to the point where he had diarrhea and gas for days afterwards. They request that all food is portioned out individually in bags, that those bags are clearly labeled and instructions provided. I did just this and they had fed my dog 2x daily for DAYS prior with no issues whatsoever.When I realized a surprising amount of his food was gone, I called immediately and they told me they overfed him, they didn't mean to, and to watch him in case something went wrong. I asked them to replace the food over the phone and they ignored this. I emailed them to recap the situation and re-request the replacement of food and they became defensive and proceeded to blame me again and again :( ****'s food is really expensive and all I want is a replacement. Their increasing level of defensiveness left me feeling unsafe with returning my dog to CP, so I reached out to them and told them I also wanted a refund for the pre-paid daycare I paid for. I got a response from them seemingly ignoring my email, notifying me I was dismissed from their business, and that I would be refunded. Again, no mention about the food whatsoever.They've been posting on their Instagram story about all the food they have in their facility and then completely freak out at me for requesting they replace what they overfed him. They also always used to return the empty labeled bags I sent in with my dog but, when they overfed my dog, they threw out all evidence and keep telling me I labeled my bags incorrectly. The lack of accountability is really scary and I just want help getting a replacement for his food. Photos attached of the instructions and food in ****'s bag every time he visited CP. They threw out the "wet food--1 scoop at each meal :)" bag and it **** like 'at each meal :)' was rubbed off when they dug through the trash and sent me a picture. I'm really unnerved by their actions as I've been using my label system for years.

  Business Response

  Date: 08/15/2022

  Hello, I am responding to a complaint filed by a former daycare client regarding her dog being overfed. 

   

  This client was refunded a full $195 despite the fact we don't issue refunds, but since she was removed from our daycare, we did it as a courtesy. This full refund is more than enough to cover the $2 can of dog food she insisted we replace. 

   

  Regarding the dog being overfed. We have nothing to gain by 'lying' and 'scratching out' her writing on her bags. We require meals to be bagged individually. Clients who send their dog with wet food will pre-portion the meal and simply ask that we refrigerate instead of sending a full can. Instructions on bags are very important as we do not have the same staff on the same schedule all the time. Sometimes staff schedules change or we have new staff working which is why instructions are important.

   

  By reusing bags instructions will rub off over time. Most of the time we just dispose of the bags instead of reusing them as they have food residue which can mold or carry over germs. Coincidentally the bag used the day of her dog being overfed, the bag that was provided had missing instructions. Also, we had a new employee working that day and she had not ever fed **** before so she simply went by the instructions on the bag which led to him being fed a whole can of food instead of a scoop. This particular dog is also a large 50-70ish pound dog so it's not as if it was a small 8 pound puppy being fed a whole can of food. Which woudn't make sense. 

   

  I am more than happy to hold accountability when we are responsible for anything that *** happen to a dog under our care, but mis-feeding a dog due to the lack of proper instruction is not our error. Mistakes happen, both on our end and on the end of our clients and when both are on the same page regarding accountability, it's a non-issue. In this case, this client fails to see her part in her dog's overfeeding which had no dire consequences. I even looked over his profile to make sure there wasn't any explicit instruction about overfeeding. There isn't. 

   

  This is simply a client who fails to see their error and as such, has been removed from our daycare. Upon receiving the full $195 refund, the client asked that I call her. I will not call her as she is no longer a client and received more than the $80 and $2 she requested for her can of food. This issue is now resolved. 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17690414
  
  Hi there,

  There was no option for me to comment other than by selecting 'reject response'.

   

  I was told I was 'not a good fit' as a client and given no explanation as to why this was--please see image with this text from her highlighted. I simply asked for an apology and the replacement of the food Canine Perspective overfed my dog. They refunded the amount I paid in daycare but I also would love an apology--I have been continually gaslit by ********* when we can clearly see that my bag was labeled correctly by myself. If their owner feels bad enough to refund me, I am fully expecting an apology as well before I investigate why it is I am "not a good fit" for canine perspective. Is being concerned about the safety of my dog the reason I'm not a good fit, or is there some other reason for the discrimination? 

  I hope you can understand my frustration in hearing that comment fro *********, as well as how -I- am the one at fault for their mistake despite them feeding my dog for -days- prior with no error. Canine Perspective may call me at ************** anytime before I really dig down into this "not a good fit" comment. 

   

  Sincerely,
  
  *****************************