Complaints

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• Initial Complaint

  Date:07/24/2023

  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.

  We just had our two dogs boarded at this facility. When we had our family member pick them up she said the owner was very drunk and couldn’t hardly walk to go get our dogs. She charged her more money than was discussed with me as well. She wrote on our dog food container and didn’t even know my dog’s name. When the family member went to the building to get them she said it was at least 90° in there and never had the air conditioner on. We had measured our food out for the few days and when we got the food back they had 2 days worth that was left when there should have been none left. That came out to be an extra 8 cups of food that was not fed to them. We are discussed at the way our dogs were treated and want this resolved.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  Jack, a Pit Mix and Axel, a Boxer arrived at my kennel on Wednesday, July 19, 2023. They arrived with a large, plastic tote of dry dog food along with a few cans of wet food. Other Items from home are welcomed, like a shirt or towel with the family’s scent, but none were provided for them. Blankets, used for bedding, were provided by us. I left for physical therapy (more about that later) and my daughter finished checking them ln. She was given feeding instructions by the person dropping off the dogs, which is a standard check-in procedure: One cup dry food with a spoonful of wet food twice a day. Admittedly, my daughter did write 'Max' and Axel instead of 'Jack' and Axel on the food tote. But, it was clarified with the man that works with us during the week. (We only had one 'Axel' and 'Jack' that were 'brothers'.) Information was given for personal phone number, vet, where they were going. emergency contact, and what time they were going to pick up their dogs. (See copy)

  The dogs received eight meals during their stay starting with supper on the 19^th and ending with breakfast on the 23^M . We had the same brand wet food; therefore, we only used one or two cans of their food if I remember correctly. (We do this a lot out of courtesy, because the daily rate is the same with the dog eating our food or food from their home.) If you do the math, and eight cups were left, I suspect the owner needs to have a talk with the person that dropped them off. We were specifically told One Cup Plus a Spoon of Can Food Two Times a Day. (If a dog doesn't have "gut" troubles, we freely give treats when the dog goes back to Its unit after turn-outs and at bedtime before lights out).

  As to when Jack and Axel were picked up by a family member...

  It was witnessed by another client and his daughter as they were picking up their dog, Luna. The family member struggled with the steps and was in a sweat upon getting to the kennel. She struggled with the dogs to get them under control and put on their harnesses. She was clearly frustrated. My other client's daughter even helped her to her vehicle!

  I have ceiling fans and a free-standing, outside air conditioner that cools the kennel using fresh air (think football or soccer AC units on the sidelines). This is used to keep fresh air circulating throughout the kennel so as not to harbor germs, kennel cough, for example, I do turn it off momentarily while receiving clients because I am hard of hearing, then I turn it back on. On the 23^rd, it was 78 degrees in the kennel, not 90 degrees like her family member thought.

  As to my condition...

  I am 79 years old, and have a painful, bad hip and back and have had a recent shoulder replacement. I am in physical therapy twice a week at this time. (I can provide a copy of these papers, if needed.) Per instructed, I am to go one step at a time instead of right/left going up steps. I started taking care of the kennel before 8am that day, three clients checked in, and six clients with a total of nine dogs checked out. I had 27 dogs that day. I had been up and down those steps numerous times all day long, I was tired!

   

  As to the cost...

  Let's do math. Again. Two dogs at $25/each equals $50/day. 19 through the 23^rd equals four days. Weekend afterhours pick up is an extra $25 (I think this afterhours charge is where she says she was charged more). $225 plus $13.50 tax equals $238.50. The bill was paid with a check.

  In conclusion, I have been doing this for 54 years now and I can say Jack and Axel were good boarders.

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Katherine *******