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:06/30/2023

  Type:Sales and Advertising 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.

  6/29/23 my Dog went to daycare from 7am to 6pm. Not one health issue fully vet checked certified and when I picked her up she was limping I called them when I got home to ask if anything had happened if she had fallen or slipped they said nope she was fine. 6/30/23 I called 8am to ask to speak with the manager *** she wasnt available but the girl that answered the phone remembered seeing my dog limping on 6/29/23 after they filled the pool and allow dogs to run in and out on wet concrete. She had noticed my dog limping when she was giving my dog her extra paid for snuggle time when she tried playing ball with her she noticed she was limping. Didnt think it was a big deal and no one notified me they persisted to throw the ball for her while she limped and my dog is now scheduled for X-rays to see what has happened. My dog is still limping and getting worse and so my wife called up there to get a hold of *** the manager that has access to pull the video clips because they are video all day long parents can see them on camera while away. After we left a message *** called back and laughed in our face saying thats not what her staff said and she would view the tapes when she felt like going back to work. I am so upset that no one called no one put my dogs safety first they are a business paid to do ONE JOB watch and keep our family members safe and they didnt now I am going to face a very large vet bill. The franchise is laughing in my face and wont review the tapes to see what happened to my dog. I am also reporting them to the attorneys general. This is apparently happened at this facility to others around the area and we as a community want answers.

  

  Business Response

  Date: 07/13/2023

  Good morning,

  I disagree with this complaint.  I am the owner; my staff regularly gives my number for any customer wanting to speak with me.  My staff said the dog did limp for a few seconds after play and that was what was told to parents.  This happens briefly to pets we watch and there was no incident with this dog that required contacting pet parents.  They play hard and just like people can have something twist for a few seconds.  The pet parent was so upset with my front desk which had to gather information from the back of the house to give accurate information she brought her to tears. What play was on the tape showed no incident whatsoever. Any incident where a camper is injured has a written document and submitted to our corporate office. Pet parents sign a full document about camp and the injuries that *** accidently happen.  We do not cover vet bills all customer's are aware of camp policies.  

   

   

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20262528
  
  I am rejecting this response because:
  
  Sincerely,
  
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