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:05/22/2023

  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.

  May 10, 2023 took dog to Camp Bow Wow for interview for boarding. When we returned for dog we noticed blood on right shoulder. No one advised us dog was injured. Had to ask for antibiotic to be applied. Camp Bow Wow manager did not notice injury and no counselor mentioned injury. While we there and inspected the shoulder, we found a deep puncture wound. Total apathetic attitude from these people! We left..never to return..put antibiotic on wound. On May 12 area became swollen and was oozing. Went to Animal Emergency*********** resulting in a $321 bill. We feel the wound was a result of negligence and would like to be reimbursed.

  Business Response

  Date: 06/20/2023

  June 6, 2013 
  
  Dear Representative of The Better Business Bureau: 
  

  My name is **** ******, and I am the owner of Camp Bow Wow Scranton-Wilkes Barre (CBWSWB). In reviewing the information forwarded to me by the BBB, I do feel that a response is warranted. I agree with your statement that "there are 2 sides to every dispute." As a new business owner, I took this complaint very serious. 
  

  Camp Bow Wow is a national organization. There are strict policies and procedures that must be followed as outlined by the corporate office. Every camp owner has to go through an operations course as does the managerial staff. The staff must complete a rigorous training course that involves completion of online tutorial sessions that have test questions attached to them that require a passing score. The staff is required to be pet CPR certified. Prior to any counselor working independently in a play yard, they must have shadowed a seasoned counselor in the play yards and passed a series of play yard hands-on training exercises. 
  

  At CBW, dogs are never left alone in the play yards. There is a counselor present at all times. Dogs are separated in the yards based on their weights/sizes. In addition, all of the play yards emergency boxes in them that are easily accessible and always open should a pet altercation occur. All of the staff have completed online courses that outline good and bad dog behaviors and review dog body language videos. 

  Prior to a dog being interviewed at camp, pet parents must complete and sign a camper application. I have enclosed a copy of the application for your review. Pet parents are invited to sit in the lobby and watch the interview on a TV screen with a member of the managerial team. The manager explains the interview process while the interview is actively happening and answers any questions that pet parents might have. The interview process is an interactive experience for all of the involved parties. Only after a dog successfully passes the interview is he/she allowed to enter the active play yards. 
  

  All of the indoor and outdoor play yards have webcams that operate 24 hours a day. Pet parents can watch their dogs remotely in real time any time that the dogs are present in the yards. They are provided with information as to how to access the webcams at the time of their pets' interviews. Play in the yards is 100% transparent to pet parents, the staff at camp, and the corporate office. The webcams are regularly and randomly monitored by myself, the managerial staff at camp, and the corporate team to ensure that policies and procedures are being adhered to. 
  

  Webcam tapes can be reviewed retrospectively if an incident should occur. The webcam tapes from 5/10/23 were reviewed. On that day, the dog in question passed the interview. While in the play yard, the dog was active and engaged. There was no overt malicious play observed between the dog and any of the other dogs in the play yard. We acknowledge that dogs get excited, and like children on a playground, during playful interactions, minor injuries can occur. Should a dog become reactive, then he/she is immediately removed from the play yard and put into a rest cabin and the pet parent is notified. There were no occurrences on 5/10/22 that warranted the latter actions to be taken. 
  

  Regarding this incident, I don't think any of the staff purposely tried to hide any occurrence from the pet parents. My manager did clean the dog's skin with an antibiotic wipe and was attentive to the dog and the pet parents. She was genuinely concerned. I disagree 100% with the statement that the staff was "apathetic." I have hired engaged staff who are competent employees. We encourage our staff to bring their dog campers to camp for an interview, and if they pass, they are allowed to bring them to work with them. They are all true dog lovers. 
  

  Since opening on 10/7/22 until 6/6/23, CBWSWB has interviewed 534 dogs. We have had 4045-day care visits. We have a PA Kennel License, and our facility is regularly visited by the PA Dog Warden. Not one citation or violation has been recorded. Every day, we have pet parents comment on how courteous, pleasant, knowledgeable, and cooperative our staff is. I am so proud of the staff we have assembled. As a pet parent, I would entrust anyone of them to watch and care for my cherished dogs. 
  

  On 5/10/23 and 5/11/23, I called the dog owner. I did not leave messages with the calls. I did send a ******** message acknowledging the pet parent's concerns on 5/17/23. I provided my personal cell number and asked that she call or text me directly to discuss the circumstances. I sent a follow-up text message on 5/27/23. Again, I provided my personal cell number and asked the pet parent to call me to address her concerns. 

  Regarding the dispute in question, I am truly sorry that this whole incident occurred. At Camp, we are committed to continuously improving our services, so we can provide the best possible experience for all our dog campers and their parents. 
  

  In closing, the dog's family completed and signed the camper application on 5/10/23 (included). In reviewing the application, please refer to #11 and #14 of the enclosed application. No reimbursement payment is going to be offered. 
  

  Thank you for your attention to this matter, 
  **** ******, 
  Owner, Camp Bow Wow Scranton-Wilkes Barre