Complaints

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• Initial Complaint

  Date:05/23/2023

  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.

  My 3 dogs contracted kennel cough & have been on antibiotics to treat. The 3rd dog saw a veterinarian who diagnosed my 1 yo puppy with pneumonia a week ago from this kennel who may not survive her bordatella based pneumonia from this kennel. I've acquired $11,000 in medical costs from my dog being @ ***** ***** in Pittsburgh pa for 6 days, nearly dying a few times. This company has no accountability for any of this and should be shut down. My veterinarian who saw all of my dogs & treated them for bordatella agrees. Dr ***** ********* @ mars animal depot in mars, pa is livid. If my dog survives, she may have long term consequences from being gravely ill for a week. They need to take financial accountability or I will hire a lawyer and have their license revoked.
  Regards,
  ******** ******

  Business Response

  Date: 06/11/2023

  We never want to hear anything like this happening and take
  the health of our dogs very seriously. We sincerely hope that ***** is ok. When
  we heard *****’s sister, *****, cough during daycare, we immediately removed
  her and her sisters from playgroup and called you to explain why they were
  removed. We followed our protocols, as any dog coughing needs to be taken out
  of daycare. No other dogs in our facility were coughing to indicate anything was
  going around. We explained kennel cough to you and explained that a vet can
  prescribe antibiotics. When you picked them up you indicated that you would be
  bringing ***** to the vet, and they may put her on antibiotics. We suggested that
  you also ask the vet about ***** and ****** since they are around ***** all the
  time. We asked that you keep us updated on how ***** was doing, as it is
  important for us to know any health issues among our pooch community, and we tried
  calling you the next day.
  
  We take the sanitization of our facility very seriously and
  follow the procedures recommended by the Department of Agriculture. The day
  before *****, *****, and ******’s last visit with us, we had the Butler County Dog
  Warden at our facility for our routine biyearly surprise inspection and easily
  met all standards. The dog warden commented on our cleanliness and how orderly
  our paperwork is.
  
  Kennel cough (Bordetella) is a common airborne upper respiratory infection. We
  require all dogs entering our facility to provide proof of vaccination against
  kennel cough. Most facilities also require this, although it is not required by
  Pennsylvania state law. The Bordetella vaccination can reduce the severity of
  kennel cough, but it does not eliminate the possibility of transmission. There
  is no foolproof way to avoid the spread of kennel cough. Like a child daycare,
  we do have things go around from time to time. Most cases of kennel cough are
  mild, but symptoms may be more pronounced in puppies, older dogs, and
  immunocompromised dogs. Unfortunately, ***** is an extreme case where pneumonia
  resulted from kennel cough.
  
  We encourage you to talk to the other dog daycare you also utilized
  that same month. We feel confident they will say the same as us, and that their
  liability forms, protocols, and knowledge of kennel cough will match ours. Again,
  we are very upset to hear that ***** ended up with Bordetella based pneumonia
  and hope she is now at home, healthy, and happy. In addition to the release and
  waiver you signed, we take appropriate precautions seriously and did so here. Playful
  Pooch’s dedication to the health and safety of our dogs is very important to us.
  It is why we are so diligent on vaccinations and the cleanliness of our
  facility.