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:08/31/2023

  Type:Billing 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.

  To Whom It May Concern,
  
  I am writing to report a concerning issue with Deogi Pointe during our recent stay from 8/24/23 to 8/28/23. We paid the business $300 to watch and care for our animals while we were away.
  
  The Issue:
  
  While in their care, our dog dislocated his hip requiring surgery and physical therapy, incurring costs of approximately $4800. We were informed that their was a note left on the desk of the receptionist to call us Saturday to inform us of the issue. We never received this call.
  My dog will now have a shorter leg then the rest due to the nature of the surgery, have a limp for the rest of his life, and never achieve full range of motion again. Had we not addressed this in a timely manor ourselves, this could have led to a full leg amputation. He is a young healthy 3 year old dog.
  
  Lack of Accountability:
  
  Upon inquiry, Deogi Pointe staff and owner could not explain how the injury occurred. They admitted to lacking surveillance cameras as well as lacking employee monitoring during business hours. While drilling into this, they even attempted to shift blame to our other dog. Ultimately the dogs are in the care of Deogi Pointe and they should hold themselves accountable rather then shift the blame or dismiss this incident. The pets are their responsibility while in their care.
  
  Inadequate Safety Measures:
  
  When discussing the lack of monitoring, the staff dismissed my concerns as unrealistic and not possible.
  
  Unacceptable Owner Response:
  
  The owner argued one incident should not affect our trust. I disagree. This lack of accountability and monitoring indicates a potential pattern of negligence, endangering the safety and well-being of all pets.
  
  Conclusion:
  
  Due to these events, I cannot continue to trust or recommend Deogi Pointe for pet care. I request that this issue be investigated and appropriate action be taken.
  
  Sincerely, ***** ********

  Business Response

  Date: 09/01/2023

  ** ******** did board his 2 dog with on the above mentioned dates. What he fails to mention is that he boarded his 2 dogs together in the same kennel. By his choice. He was well aware that his 2 dogs are very active. One dog is 60 pounds and the other is only 20. They run up and down the fence chasing the other dogs in the out side kennel yards and the larger dog jumps all over the little dog when they are in their main kennel. Theses dogs have been to our facility 10 times. He is well aware of how active they are. In a boarding kennel there is a lot of stimulation and dogs can become very amped up. As in this case. He told us that his dogs do this all the time at home and they are able to separate them if it happens. But yet he choose to kennel them together. He made that decision to save $20 dollars per day to have them in same kennel. He claims I told him that we don't monitor the dogs in the kennel. Not true. We have 2 employees that all they do is clean, feed, and change the turn out on an hourly basis. They are constantly out in the yards picking up poop and cleaning. Sorry, no we do not have cameras! We are a small Family and Veteran owned business that has an excellent facility and do care deeply about all pets that stay at our place.There was no blame given to *** ******** by me. All I told him was that he knows his dogs better then us.  So his pups were put in the same kennel at his request. When they were picked up on Monday his pup walked up to the front office to check out. We told him about his limp again, and he told us that this happens and that his dog is just a baby about things. Here at Deogi Pointe dogs get to be dogs and play in a big yard, this is what makes us unique from other kennels. With that comes the risk of injury. We do have clients sign a contract that does say if their dog or dogs do hurt themselves while at our kennel we cant be held responsible. He read and signed this contract. I'm not sure what to think about all of this, why are we to blame if his pup was injured by his other pup? Again his dogs were boarded together and turned out together by themselves as per the owners request.
  

   

  Chris

  Business Response

  Date: 09/26/2023

  Business Owner called in and stated he will no longer respond. Business Owner also stated the consumer signed a contract/waiver while in office. No additional responses will be forthcoming.