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:08/22/2022

  Type:Product 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.

  I made a reservation for my dog *** to board at the kennel two months in advance. I was called about an hour or so after dropping him off stating that he tried to bite an employee (tried but did not) I told the supervisor that I was at the airport and could not pick him up. They allowed him to stay but told me I wld be charged an aggression fee of an extra $10 per day. My dog is three years old and has never tried to bite anyone ever. He is not aggressive but I understand that he cld have been very anxious. Once I picked my dog up 7 days later, no one wanted to explain to me what happened. Nor did anyone tell me that my dog wld not be allowed back because of the incident. Once I asked them for an explanation I was told that he was not allowed to be there in the first place because he was not neutered. Not once did anyone tell me he had to be neutered or he cld not board. Mind you he stayed twice before unneutered. But now they are saying the new rules, which were never given to me, says all dogs must be neutered. They waited until after he boarded for 7 days and took my money and allowed him to stay and only asked for updated shot records. I knew nothing abt the rule abt being neutered. I wld like to get my $70 refunded back to me (aggression fee) for this purpose. It was not right of them to not explain this when I made the reservation or I wld have made other arrangements. Now my dog is not allowed back bc they neglected to tell me their policy but yet still took my money after the fact. Plus I only knew he wasn’t allowed back bc I asked. They were not going to tell me. I also feel that my dog was neglected while in their care. He came back to me dirty and with redness on his back which no one was able to explain what it was. i was charged a total of $322 which includes $252 for the boarding fee plus $70 for the aggression fee. I am seeking a refund for the aggression fee in the amt of $70. Thank you.

  Business Response

  Date: 09/12/2022

  Hello - I apologize for my delay in response as I was away on vacation and have been playing catch up. I also updated that Nicole B****** is the correct contact and not ******* **********. I am also going to reach out to my client personally but wanted to reply and update. I remember this incident and upon taking *** in and going downstairs, he did try to bite one of my workers and then continued to growl at the staff from in his cage. My kennel supervisor did immediately call the owner to ask if *** could be picked up and they said no because they did not have anyone to watch him. My kennel supervisor was very clear that we cannot board a dog that shows aggression even if it is because of anxiety. We explained we need to charge an additional $10/day behavior fee since the care of *** took much more time. We needed to have my Doctor come in to move him so that the staff was not injured since *** was increasingly showing aggression and growling at us through the kennel. We kept him in our largest Daycare run since we knew we could not move him regularly and so he had plenty of space when he did have accidents. Our Doctor came in daily and on his days off to make sure he was safe and that staff was safe. *** was not neutered and we not board dogs that are over 1 year old unneutered. The last time *** boarded was over 2 years ago, so he was so young that he could be boarded unneutered. It was a mistake by staff that we took him in unneutered but that was not why we charged the additional $10/day behavior fee. We charged that fee because he became aggressive, we had to spend extra time with him, and have our Doctor come in for care. It was not because he was not neutered. We clearly explained this to our client and told them he would be dirtier that normal because we would not be able to bathe him due to his demeanor. The owner never reached out to me prior to this message. I will reach out to my client but I cannot refund the additional charges because they were valid charges for the care *** was given. Please let me know any next steps. Thank you - Nicole B******

  Customer Answer

  Date: 09/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  When I originally made the reservation the staff did not inform me that my dog needed to be neutered as a requirement to board there. I was told this the DAY i picked him up. I was told by a staff member that “technically he shouldn’t have been here because he is supposed to be neutered”. This info should have been told to me when the reservation was made and they should have said at that time they could not accommodate me then he wld have never been there. As far as my dog acting aggressive towards their staff, it is their word against mine unless they have video to prove it my dog has never acted aggressive as he is not an aggressive dog. He may have been anxious in that situation but trying to attack a staff member I do not believe that unless their staff was aggressive and mean towards him. Please provide video. She stated he jumped in her face. Well my dog does this to us and others as a greeting and hello. He has never bit anyone ever nor has he tried.  He stayed there three times in the past with no problems according to the staff. As a kennel their staff should be trained to handle aggressive animals if he was aggressive. I do not feel it’s fair for them to charge me an aggressive fee with their reason being because he wasn’t neutered when they themselves stated he wasn’t allowed to be there. So yes I do not agree with their statement and my step is to dispute the charge with my credit card company.
  

  Regards,
  
  
  
  ******* ******