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:05/29/2025

  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.

  ***** and *** keep the dogs in a dark garage that smells strongly of pet urine. I arrived an hour before my drop off time, and could hear multiple dogs whining in discomfort. They refused to give me a tour, and lied that the garage was being painted. ***** and *** refused to send pictures of my dog during the trip, making excuses that they aren't familiar with using a phone camera. When I picked my dog up, he was whimpering, dirty, and had a large cut on his hind leg, caked with dried blood. I insisted to see the interior of the garage, and took a few photos of the conditions.

  Business Response

  Date: 06/26/2025

  In order as presented by Mr. ******** in his complaint:

  We absolutely do not and, have never kept the pets in our care in a dark area smelling of urine. The area referenced by Mr. ******** is a separating area used only during feeding times to prevent food conflicts and  ensure the safety and security of pups from potential escape when the front gates are required to be opened prior to visits, pick-ups or drop-offs, which Mr. ******** was repeated told and well aware of.

  Although the area did not smell "strongly of urine", we never-the-less had it exhaustively pressure washed and added additional lighting in response to the impressions Mr. ******** publically shared, to completely eliminate any possibility of future erroneous impressions. We informed Mr. ******** of having done so, thanked him repeatedly for sharing his perspective and, of course, we welcome a revisit and inspection, which *********** has not done.

  Mr. ******** was never refused a tour. We have always and, continue to, publicly and enthusiastically invite tours of our property and facility. After being afforded a complete tour of our property,  Mr. ******** asked that we violate our safety policy and put the pups in our care at risk, by demanding an un-controlled release of them during his visit, something we politely refused to do - which he since publically translated into a refusal of being afforded a tour.

  At no time did we refuse to send pictures to Mr. ******** of his pet or maintain we don't know how to use a camera. We responded to Mr. ******** request for pictures of his pet at play by explaining we had attempted several times to capture pictures of his pet having a great time but, having an older model phone cam which was very slow to fire, we were getting only blurs but, would continue trying per his request.

  Mr. ******** pet had a wonderful time playing almost continuously during his visit and was a pleasure to have with us. He was extremely well cared for and was not returned to Mr. ******** in a taumatized, filthy or in any way injured condition. Mr. ******** did not assert or mention any of these things at the time of pick-up nor did he do so at any time afterwards. After seeing Mr. ******** public post, which he published long after his pet's visit, we immediately contacted him with an ************ offer to fully re-imburse him - without limitation - for the treatment of any substantiated injury to his pet, which he made no response to, as well as immediately sending him a completely UN-REQUESTED 100% refund -

  along with additional UN-REQUESTED compensation for the time taken to have publically brought his perspective to our attention.

  Mr. ******** alone - represents the sole and only non-positive feedback or review ever received or posted in our entire operating history. 

  We're extremely proud of the extraordinary open-play facility and service we provide, as is reflected in the hundreds of long-term clients we enjoy and dozens of 5-Star reviews we've received and we openly invite anyone to visit us to decide for themselves.