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:12/02/2022

  Type:Customer Service 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.

  Our small, 2 year old dog (Winnie) was a guest at The Dog Chateau on 9/28/2022. She was horribly injured while she was there. Several hours into her stay, we got a call that she was hurt after 'she jumped off a chair', and needed to be taken to the Vets. We were out of state and drove back to find her in agony with a severely broken leg that required emergency surgery - she received a metal plate with 7 screws. The owner, Markie Blackburn, would not provide further details on the incident, coldly claimed no responsibility for this injury, and has refused to submit this to her liability insurance for us. We had to cover the bill ourselves which cost us thousands of dollars. Even after having been repeat patrons of hers, Markie Blackburn immediately distanced herself from us and has never even checked on how our dog is doing.
  
  The Dog Chateau has a waiver that states "The Dog Chateau and their caregivers will not be held liable
  for any problems ... provided that reasonable care and precautions are followed." Allowing a small dog to be on a chair and then jump down is not providing reasonable care and precautions.
  
  I sent a letter to The Dog Chateau which they received on Nov 10. They did not reply. I contacted them via e-mail on Nov 25 asking for a response and they did reply via e-mail on 11/25 stating that they would not pay the vet bills.

  Business Response

  Date: 12/21/2022

  In regards to the complaint against me. This has become a legal matter so I do not want to leave a public response.
  This person has left out A LOT of information to make my team and I look cold and uncaring, as well as some false facts (we followed up with phone calls, texts and emails) Yet, he feels entitled to break the agreement and waiver he signed. I also noticed he is mentioning my personal name on the bbb which is breaking your rules as well.
  I called bbb and left a voicemail Shrell ext 241 to discuss and I didn’t get a call back.
  Even though I am not a member of bbb, this review is not truthful and Intended to do harm to my business. This person complaining only wants money and I will not make exceptions unless I felt at fault.
  Dogs jump up on things… as this customer put on his registration form prior to using my services (that his dogs spends most of its time up on the couch at home).
  My team was supervising when the dog jumped up on a chair and jumped down, but dogs are not robots and we don’t have mind control over them. We called and convinced this persons vet to see the dog right away and in fact we rushed the dogs to the vet for a broken arm. A staff member stayed with the dog until it was in the vets care. We couldn’t have done anything more then we did for this dog. Again, this is all about money for the customer and no business is sustainable paying for others peoples bills. This was agreed on when the customer brought his dog to use our services.
  I think the bbb should remove this complaint with this information.
  I do not give my permission to publish this on your website. Thanks for listening.

  Business Response

  Date: 12/21/2022

  In regards to the complaint against me. This has become a legal matter so I do not want to leave a public response.
  This person has left out A LOT of information to make my team and I look cold and uncaring, as well as some false facts (we followed up with phone calls, texts and emails) Yet, he feels entitled to break the agreement and waiver he signed. I also noticed he is mentioning my personal name on the bbb which is breaking your rules as well.
  I called bbb and left a voicemail Shrell ext 241 to discuss and I didn’t get a call back.
  Even though I am not a member of bbb, this review is not truthful and Intended to do harm to my business. This person complaining only wants money and I will not make exceptions unless I felt at fault.
  Dogs jump up on things… as this customer put on his registration form prior to using my services (that his dogs spends most of its time up on the couch at home).
  My team was supervising when the dog jumped up on a chair and jumped down, but dogs are not robots and we don’t have mind control over them. We called and convinced this persons vet to see the dog right away and in fact we rushed the dogs to the vet for a broken arm. A staff member stayed with the dog until it was in the vets care. We couldn’t have done anything more then we did for this dog. Again, this is all about money for the customer and no business is sustainable paying for others peoples bills. This was agreed on when the customer brought his dog to use our services.
  I think the bbb should remove this complaint with this information.
  I do not give my permission to publish this on your website. Thanks for listening.