Complaints

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• Initial Complaint

  Date:06/20/2024

  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 dogs were kenneled with this company from Tuesday May 28th until Sunday June 9th, 2024. My dogs were freshly groomed prior to going to the kennel. We never got any message from this business that anything was wrong. Upon picking up our dogs we arrived early at 3:45pm and they don't open till 4pm. At 3:48 one of our dogs was being brought out of the main office area and taken into the ****** area. We asked for them to be bathed prior to us picking them up, however our dog was still soaking wet and placed in kennel. Then at 3:52pm we saw the same guy take our other dog to the main office. Then at 4:03 he brought her out, where she saw me and came to me. I placed that dog in the car and he said he would go get our other dog. Upon bringing out the other dog as I was trying to put their beds in car, we noticed that **** had a large wound **** approximately 50cent piece on her neck. A few things concerned me at this point because she was still soaking wet from bath but the wound had dried blood surrounding it. When we question the kid who brought them out he seemed confused and stated he didn't know what happened. He would call owner. My issue is that they bathed her and was just going to let us go home without telling us about it. I just wanted to know what happened. When the owner came out she was very defensive asking if we ever kenneled them together before and that we were overreacting. Stating it was JUST A WOUND. She became aggressive and told me to come in and pay, and proceeded to tell me that she was ****ing me as to never return. All I wanted was for them to acknowledge my dog had been hurt. She then followed right behind me yelling at me wanting to know who referred me to them. I told her that was relevant. I turned and asked I just want to know what happened to our baby. She stated we don't watch them 24/7 and I have done this for 30 years. That doesn't matter, they refused to acknowledge anything happened to my pup. We had to take dog to vet for check

  Business Response

  Date: 06/24/2024

  I am not sure what her damages are but I am willing to refund for the bath ($30) because her dogs were wet even though we only offer a basic bath, no blow drying.  I am sorry that we did not notice the wound during her stay or during her bath but since they arrived early he rushed through the bath.  The scab was not a cut but more like an abrasion which explains why we did not see blood on her white coat.  My impression was that it was caused by the two dogs rough housing during playtime and nipping at eachothers neck/ear area. I know this because my two dogs do the same thing during play. Again, I am sorry we missed it.

  As for our interaction.   I received a call from my terrified 16 year old employee.  This immediately angered me but their hostility was present before I even said a word.  I believe that the whole situation could have been handled better by all of us.  We were both in protection mode, they for their dog and me for my employee.   Had cooler heads prevailed by all involved it most likely would have ended differently.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21880647
  
  I am rejecting this response because:
  There are to many things this owner is now stating that is completely different than the conversation that took place. First of all nowhere does it state that their bath is a standard bath and they do not blow dry them. Any bath that my dogs have ever received has been dried. I don't know why you would bathe them and not dry them when you are putting them in outside kennels. For someone who has been doing this for 30 years I wouldn't think they would want to place the dogs wet into kennels. The owner also states that the baths were rushed because we were early. That is completely false because the dog that was injured was already in the **** area before we arrived, we saw her as he took her back to the kennel. Not to mention the owner was not present and wouldn't have know we were early except by this complaint. The young worker had no idea who we were there for so to say they had to rush the bath is not an accurate statement since we didn't get out of our car for any of them to know who we were there for. Not to mention I have attached pictures of the marks on my dogs neck. You will notice there is dried blood surrounding the wound, I am not sure how if you gave a proper bath you would miss this size of a wound, not to mention why wasn't the wound then cleaned?  

  I am sure that the young man was concerned because when I got the dog, and immediately asked him about it and showed him the ***** he stated he wasn't usually with the dogs so he was unsure. I then stated to him that you just gave her a bath and you didn't notice the wound? There was no tone in what I asked, I just wanted answers to know what happened. They could have stated that my other dog did it, but they didn't see it but we cleaned it up and it didn't look to bad, and I would have been fine with that response. A response of  someone acknowledging that they were aware of it being there. The ***************** then stated that he would get the owner to see if she knew about it. For the owner to state we were already hostile is ridiculous. We were questioning the wound and wanting an answer. Instead of attempting an answer we got "HAVE YOU EVER KENNELED THEM TOGETHER BEFORE"  "WE DONT WATCH THEM 24/7" "I HAVE BEEN DOING THIS FOR 30 YEARS' "YOU ARE COMPLETLY OVEREACTING"   which is all deflecting. I stated a couple different times to owner that we just wanted to know what happened and nobody could answer us on that.

  For the owner to now claim it was her understanding it came from the dogs rough housing in the play area is interesting because that was never told to us when we were there. She was beyond hostile and I kept just telling my wife lets go because she is not interested in listening or caring about what truly happened. As I was trying to pay for the services, I never said a word to her about anything she was mumbling I AM GOING TO MARK YOU DOWN AS TO NEVER RETURN. That is not good business at all, and then as I was walking out of the office area she continued to follow right over my shoulder hollering to me wanting to know who recommended us. I turned at one point and told her that was not relevant , she continued to yell yes it is and I want to know who recommended you. I was not going to tell her because who recommended us has nothing to do with this situation and by her reaction I was not going to have her treat them the way she was treating me. A good business owner would have been apologetic and concerned and there was absolutely none of that from her at all. I love my dogs and want the best for them and all I wanted was an answer to what happened and I still feel like there is nothing but deflection on the owners part in regards to what took place. 

  We had to take our dog to the vet and have her looked at to make sure the wound was ok, as to us it looked like it was infected because there was a white center to the wound. Which was an $89 visit. Getting the visit pay and our bath reimbursed we would consider this settled. 

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

  Business Response

  Date: 07/02/2024

  I will put a check in the mail.