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:01/03/2025

  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.

  My dog Paquito was boarded at countryside 11/27-12/1. When I picked him up he had an eye infection and an eye ulcer (hole due to injury) that went all the way to the bottom layer of tissue. The doctor took pictures at that appt. I also have pictures of his eye from right after picking him up. I did not notice the hole in his eye until I was out of the kennel as picking him up was chaotic and his eye was mostly shut from swelling. He was brought to me with his leash around his neck smelling horribly of pee. The manager said he couldn't get the harness on because Paquito was fighting him. I was somewhat in shock seeing the leash around his neck and other guests were waiting and I put his harness on inside out and had to take it off and redo it. He said it was b/c I was having a hard time too. It wasn't b/c of Paquito. I took him to the Ophthalmologist Dec 2nd. The hole was so deep any scratch could cause it to rupture at any time. He was in a lot of pain. He has no vision in that eye now. **** called me after my first email about Paquito's injury. He said that the infection was too bad so he must have had it coming in to countryside. I said I have pictures that show his eyes were fine the morning I dropped him off. Then he said his eye looked fine at countryside. He said he had the leash around Paquito's neck because he was a difficult dog. This conversation happened on speaker in my work office with multiple witnesses. **** sent me an email after saying I said Paquito had this issue before. I told him on the call previously that he never had this issue and has very good documentation of his eyes that show this has never been a problem. (He was being seen by ophthalmology for allergies).Their contract says they will contact the owner or emergency contact if injury or sickness occurs so they can get treatment. They breached the contract by not contacting us. His injury was severe.They also charged for an extra med administration for both dogs.

  Business Response

  Date: 01/30/2025

  We have reviewed the claim of an injury that occurred during Paquitos stay. We are sad to hear about Paquitos eye issue, however we have no reason to believe that it occurred while he was boarding here. We received your email on 12/3/2025 stating that you identified an eye injury to Paquito two days after he checked out from Countryside. We called you immediately. During that conversation you stated that this eye problem has been an issue for your pet in the past which is why you requested we clean his eyes daily during his stay. That was done more than once a day and no condition was noted on our medical report by our seasoned and competent staff. Upon pickup, he was very excited, and we were unable to put his harness on. I used his leash as a soft lead and brought him to the office to put his harness on in a less populated area. I had one of our handlers with me to assist and neither of us identified any health issues. We always do a check of the animal and their belongings before we deliver them to their owners. As you struggled for a few minutes to get the harness on yourself, we were having a pleasant conversation, and no injury was identified at that time. Then you were on your way and there was no further communication until you sent the email.
  
  Since that time, you have written several negative reviews of our facility. It has been brought to our attention that you have been posting photos of your dog with comments about his recurring eye issues for years on your social media accounts. It sounds like this is an issue that he struggles with quite a bit. We all adore Paquito and are sad that he is experiencing more eye issues at this time. However, we did not cause it nor notice that it occurred during our care.