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:12/03/2024

  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.

  11/23/24 I took my three dogs to SOUTHERN PAWS in ********, and I feel everyone one needs to know how they handle my kids. I paid $1080 to board my kids in a presidential suite for a week only to get a phone call 11/30/24 that they THINK? my **** died. When we got there a few hours later, the owner tells me he started acting different on 11/30/24 Friday am that he wouldnt get up off the floor that they had to carry them out to use the bathroom. She says we just thought he was cold and being lazy. (They shouldve called me right away so he couldve been taken to the vet) Saturday morning, when they came in, he was laying on the floor. They carried him out to go to the bathroom saying he just laid on the ground outside. They brought him in to give him a bath with my other two dogs where he passed away right there. The worst part about it is when we went to pick him up I had three dogs being kennel there I paid for a presidential suit but hey had him and my other two dogs and everybody else that had kenneled their dogs there in the front lobby. They have an area in front lobby where they wash dogs and **** was in a cage dead for about 3 hours next to my other two dogs in a wire cage that was sitting side by side where there were several other dogs in the room getting a bath where they had him in the lobby also. These people who work and own this place dont deserve to work around animals!! One or more workers/owner should be trained to know when an animal might be sick and is having an ******** they think animals dont have feelings and they dont know whats going on? This was inhumane what they did not to mention I paid for a presidential suite. Im not sure why they didnt have him or my other two dogs back there they shouldve never had my dog in the front lobby after he passed away. Dogs have feelings and they knew what was going on.

  Business Response

  Date: 12/28/2024

  **** was 13 and had a heart attack on the day of pick up. He has a history of heart problems and was on medicine for congestive heart failure. Since that is a natural cause of death, we are not responsible in any way. We did offer to pay for a necropsy so the client would know for sure that it was a heart attack, but they refused the offer. Attached is the info sheet stating the dog was 13, the boarding agreement that states we are not liable for natural causes of death, and the vet records listing the medicine for congestive heart failure. 

• Initial Complaint

  Date:07/21/2022

  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.

  I boarded my dog from 7/14/22-7/18/22. When I picked her up she was covered in feces and pee. She was not acting herself. She had severe diarrhea followed by pooping straight blood and vomiting. She began deteriorating rapidly that day. She became lethargic and I took her to her vet. Her body was shutting down. It was determined through a series of emails that she was not eating and started having diarrhea from anxiety. She was continued to made to go outside in the heat which dehydrated her even more. They knew she wasn't eating and did not call me. They let her continue on. It specifically says in her registration paperwork that she only eats her dog food. The final 2 days they attempted to give her pumpkin and yogurt which she had a reaction too. My dog continued to deteriorate and they still did not call me. They did not convey the information at time of pick up. Throughout the email threads, the owner Tram C*******, was defensive and told me they had no reason to call me and that her not eating and having diarrhea is normal. When I questioned her multiple contradictions, she told me not to send her anymore replies. She then attempted to call my vet, and argue and be nasty to them, demanding information to the point that the vet had to hang up on her. I wouldn't be so upset if they had been somewhat compassionate or accountable or forthcoming. I left my dog there trusting that they would care for her. I even signed a release for them to take her to the vet and I would pay the expenses. They failed. My dog is fighting for her life and they don't care. They should have called me after the first day that she was refusing to eat and drink.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 8, 2022/08/14) */
  ****** was informed at pick up that Harper had some diarrhea accidents due to some nights it was storming while in boarding, despite being taken out. The dog was not covered in feces or pee at pick up, she was clean and was running around playful. She looked over the dog at pick up while having conversations and did not once mention anything. ****** claims we did not take Harp out at night, therefore causing her to have accidents. I provided pictures of the dog being outside at night, she then twists it into we forced her outside. I informed her we gave her organic pumpkin to settle her stomach, which we do with every dog that has an upset stomach, and suggests she continue to do that at home and maybe add in yogurt to help as well. She then twists that into we fed her yogurt here and that's what made her sick. But she claims she didn't eat at all? So not sure what point is being made. I explained diarrhea is a normal symptom of boarding, along with not eating much. We didn't deem it necessary to take the dog to the vet because not eating a lot and having accidents is normal when a dog is boarding with 50 other dogs while it's storming outside. Harper may have gotten worse when she got home, which happens sometimes and take a couple days to get back to normal home routine. If she was lethargic here and was having worse symptoms we would have definitely taken her to the vet. However, she ran and played with others just fine at playtime and ate some, we have pictures to prove that as well. I contacted the vet to validate the story ****** was saying so we can reimburse her if it checks out. Not because we did anything wrong, but just to be nice. I know the entire staff at All Creatures well, and have worked with them for the past 11 years while we have been in business. They were extremely nice on the phone, and I had my entire staff listen in as well to know the situation. I was not nasty or demanding any information, and they certainly did not hang up on me. I know no staff member there would tell ****** that, we are all professionals, so that is another thing she made up. She continues to change her story and twist my words to fit her story. I have no problem paying for vet bills if it was something we did to cause the dog to be sick, or even if it was nothing we did and we just love the dog and wanted to help with finances. However, in this case we did everything right. We gave her food and water, we took her outside to potty several times a day and night, her accidents were cleaned up, we did everything. We can't force your dog to eat, we can't force your dog to not have anxiety, and we can't force your dog to not have diarrhea because of said anxiety. Kids go to daycare and they get sick, that's normal. Dogs can also go to daycare and get sick, that's normal as well. That being said, I would have paid any vet bills had she been a decent person and discussed the issue, instead of sending threatening emails to me and my employees, exaggerating and lying about things and twisting our words. She also stormed into the business cussing and screaming at an employee and customers in the lobby. The family she was talking to asked the employee to call the cops after she stormed out because they were afraid for the girl and our business. We have been in business for 11 years with maybe 2-3 complaints at most, which I resolved amicably with my customers. I want my customers happy, but I refuse to succumb to being bullied and manipulated into something because "the customer is always right." I am happy to provide our email exchanges so you can determine the kind of person ****** is, just send us an email.