Complaints

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• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  See attached PDF "Companion Care Fairfield Ohio Incident Report" for detailed incident report with pictures.
  
  Overview: Dropped off two healthy dogs to Companion Care Animal Hospital for veterinary boarding services and picked up injured dogs due to negligence.

  Business Response

  Date: 09/26/2023

  *** ******** is upset that a prong collar she placed on her dog's neck caused minor damage to the skin of the neck.  The collar was completely covered with a bandana and was not visible. When we discovered the collar and some minor (healing) skin damage,  we promptly removed the collar, shaved the affected area and the attending doctor noted that the lesions were not new as they were scabbed and crusted, and they were not infected.  We did treat the lesions with an antibiotic/steroid spray as a precaution and promptly notified *** ********.  She admitted on the phone call that she forgot to have us remove the collar.  It is unfortunate that she is blaming others for this minor issue which resulted from the collar she placed on her own dog. 

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Companion Care Animal Hospital claims they were unaware the dogs had prong collars on.
  Response: I was instructed on 6/22/23 during
  a boarding trial to provide boarding with prong collars to ensure staff safety and
  dog safety as dogs are 65 lbs (TPO history) and 85 lbs and very strong. The
  bandanas were also discussed during the boarding trial as staff had never seen
  it before and thought it was “cute”. I spent 10 minutes with staff showing how
  to remove and put on martingale prong collars and received verbal communication
  3 times from 3 separate staff members that prong collars would be removed while
  dogs were kenneled and would only be utilized for walks to ensure safety. The
  drop-off on Friday, 9/1/23 at 3:20 PM occurred in the building lobby as no
  rooms were available and was rushed. As I handed the leashes off to a staff
  member, I informed them that prong collars were on.
  
  Companion Care Animal Hospital claims that “she admitted on the phone call that she forgot to have us remove the collar”.
  Response: This statement is false. I said I was
  shocked and confused as to how this happened as I was told by 3 separate
  employees that boarding policy was to remove all collars, leashes, harnesses
  while kenneled to ensure dog safety and to prevent injury and strangulation. While
  on the third phone call on Thursday, 9/7/23 with the treating vet, I was
  informed that I had been told incorrectly as policy is to remove only harnesses
  while kenneled. I was informed that there was new staff
  in boarding and that they must have been “confused”. If I would have been informed
  correctly from the beginning, I would have dropped off the dogs with slip leads
  only.
  
  Companion Care Animal Hospital states “It is unfortunate that she is blaming others for this minor issue which resulted from the collar she placed on her own dog.”
  Response: I was instructed on 6/22/23
  during a boarding trial to provide boarding with prong collars to ensure staff safety
  and dog safety as dogs are 65 lbs (TPO history) and 85 lbs and very strong. I
  was told by 3 separate employees that boarding policy was to remove all
  collars, leashes, harnesses while kenneled to ensure dog safety and to prevent
  injury and strangulation. I was told on Thursday, 9/7/23 by the treating vet,
  that I had been instructed incorrectly as policy is to remove only harnesses
  while kenneled. I was informed that there was new staff in boarding and that
  they must have been “confused”. If I would have been informed correctly from
  the beginning, I would have dropped off the dogs with slip leads only.
  
  Companion Care Animal Hospital states “this minor issue”
  Response: Negligence through untrained
  staff and inappropriate policies and procedures is not a minor issue. This incident
  could have resulted in death through sepsis or strangulation and injury to
  staff as animals in pain can become unmanageable. To protect those that want to
  continue to receive services at Companion Care Animal Hospital, veterinary
  boarding at Companion Care Animal Hospital should be suspended for a minimum of
  90 days. During this time, Companion Care Animal Hospital needs to evaluate and
  update their veterinary boarding policy and procedures. All staff needs to
  undergo a minimum of 16 hours of continuing education regarding negligence and updated
  veterinary boarding policy and procedures.
  
  Companion Care Animal Hospital stating “blaming others”
  Response: Companion Care Animal Hospital has
  already accepted fault of the incident as they did not charge for the veterinary
  services received following injury. I am asking for the boarding costs of $637
  to be refunded as I need to establish care at another veterinary practice. Veterinary
  practices charge between $45 and $65 per dog per visit plus immunization costs.
  Although the dogs received their yearly immunizations on 8/18/23 from
  Companion Care Animal Hospital, many veterinary practices will not accept other
  immunization records for veterinary boarding services. 

   

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