ComplaintsforYour Dogs Best Friend, Inc

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arrangements made to board our dog for 19 days while on vacation. On June 5th per email I was informed **** (my Bulldog) was doing great but getting low on food. I okd the use of their food if he ran out. No other communication received while on vacation.June 14th picked **** up with all boarding fees paid. Walking him to car noted that he seemed overheated and panting. Also noted very red skin to face and tail. My husband picked him up to put in backseat. Saw numerous hot spots with missing fur to all extremities and all over body. Abdomen was extremely red. We immediately called vet and appointment made for earliest time that same day. *** stated he did not feel this was due to allergies but contact dermatitis. Steroids and Antibiotics were given and will continue to follow until resolved.On Monday June 17th notified boarding owner ********************* of above. During conversation owner stated that he personally attended to **** throughout stay. I asked why we were not notified of change in skin condition with owner becoming very angry stating **** had skin issues upon 1st day of boarding. With owner on speaker phone my husband stated that was not true. He was NOT in this condition when boarded. Owner would not let me finish the conversation and hung up on me. I attempted to send video and pictures but he had blocked me from his cell number and business number.Westside veterinary animal Hosp ********* paid ****** for services ***********

  Business response

  06/25/2024

  We are saddened to hear about the progression of ***** skin condition.We are hopinghe is feeling better.We pride ourselves on providing the best care possible for every pet.**** was boarded for 19 days.We were instructed on medications for ****. This is documented.Staff did notice a mild increase in skin redness,but it was nothing out of the ordinary given that **** was already being treated for skin conditions,being boarded for longer times,dogs preexisting conditions can become exacerbated.**** continued to eat, drink, and take medications.**** did have some diarrhea/bottom irritation,common with a food switch.He was bathed the day before departing.His skin was NOT in the condition of the photos at time of bath.She did notice his skin was more irritated.the staff member mentioned this at ****'s departure the following day and not at the time of the bath.Her judgment is well trusted.At pick up we gave an honest report that his skin was looking mildly worse. On Monday, a call was made to Ivans owners, at their request.They were upset with the condition of ***** skin and why they were not notified.****** attempted to give an explanation ***** male owner became very angry calling ****** a "f@%^ing liar." ********************* up.Aggressive/expletive behavior towards anyone has zero tolerance. Vinnie texted the owners. Screen shots provided. Skin condition was noted to the dogs owners, they expressed understanding.This report is corroborated by crew members.The requested boarding services were provided to ****. extra attention due to his medical needs.It is our stance that all his needs were met and exceeded and the skin reaction is a result of the bath he received the day before departing. we are saddened about ***** progression of this most recent skin condition.It is our conclusion that ***** contact dermatitis was caused by the bath 6/13.We hope for a speedy recovery for ****.

  
  

  Customer response

  07/11/2024

  *************************** Complaint # ******** 7/5/24 @ 7:40pm I received an E-mail from BBB stating that my complaint was closed d/t not responding within 7 days of Businesses response. Response was supposedly given on 6/26/24. I did get an E-mail on 6/26/24 for some type of nomination and no info regarding the business response. After reading the Businesss response Iam not in agreement with his statement. The only medication that **** was on was Trazadone for separation anxiety and ********** for dry paw pads to prevent cracking. **** has had skin issues in the past receiving prednisone and antibiotics. His last veterinary appt was May 6th for annual vaccinations. He was not on any skin disorder medications at time of drop off. Diarrhea could be caused by changing food but on appearance this redness was systemic over body, face and ears bright red. I received an email from business on 6/5/24 stating **** was getting low on food. Was not informed of how low his supply was but okd for them to feed him what they had and we would pay on pick up. We picked **** up at 11am on 6/14/24. Upon pick up attendant asked if **** had allergies. I stated he has had skin issues in the past but no diagnosis of Allergies at this time. Conversation then continued about Bulldogs with all their health issues. No further conversation regarding ***** skin. Attendant did not say anything about ***** skin getting Mildly worse. All boarding fees paid, we thanked them for their service and left the facility. Walking to car **** was panting heavily, I noticed redness of his skin throughout and when my Husband picked him up to put in car he saw the hot spots and extreme redness to all extremities, abdomen. Driving home he could not get comfortable and continued to pant heavily. This was not the condition we dropped him off as. I called vet and made an appointment that same day at 3:45p. We brought **** home and gave him a bath to help cool his skin. Vet stating looks like contact dermatitis placing him on prednisone and antibiotics which he is still currently on as of 7/10/24. Slowly healing and disputing the statement of Mild contact dermatitis . If caused by their shampoo, we would hope this business would consider a milder shampoo for future pets in their care. Also my husband does not use curse words at anytime. As I was speaking with owner on speaker phone he stated that **** had these skin issues when we dropped him off. Owner angry and my husband also becoming angry stating you are lying! Owner stating he will not be talked to this way and hung up on us. Husband was able to send one photo of **** taken in May showing no skin issues or distress. We were blocked from his personal cell number and his business number. He has never emailed or attempted to contact us. My main concern is regardless of when **** began this skin issue we were not notified in advance so we could get him some help. We agree with a ******** post on Your Dogs Best Friend 3/2/2020 ( The behavior of the business owner is unprofessional and appalling at best. Hostility towards paying customers is unacceptable on every level). Main concern is not being notified of this change in Ivans skin in a timely manner.

  Business response

  07/15/2024

  Apologies that our initial response had to be drastically shortened.  I was unaware of the character limits placed on this response by the BBB as well as a 30 min time limit to respond. I have attached images that show our entire first response. Please read the more in depth version for our best explanation. Upon reviewing the response from the owners, it is our continued opinion that **** was given all the care that he needed. The bath that caused the reaction on **** was given less than 24 hours before he departed, therefore there was no time to contact the owners. **** was comfortable for the vast majority of his 19 day stay. A hypoallergenic sensitive skin shampoo was used on ****, very careful care is taken with shampoo selection. Around 5-10 baths are done here weekly with multiple repeat customers. The medications we dispute:  **** did have cortisone cream that we also applied to TWO hot spots one on his cheek and on top of his paw, as well as the other medications indicated in the owners response. We have documentation of medications administered. The cortisone was provided by the owners. Their phone number was never blocked from personal or business phones. It is agreed that the situation escalated. We have learned a vast amount from this experience. As pointed out we did receive a bad review in 2020,that issue was resolved amicably. Those customers continue to board with us. That is one bad review in a sea of MANY good reviews. **** received extra TLC when he was here because of his medications requiring extra time. He is an outgoing,happy, and fun dog. We enjoyed taking the extra time with him. Our main concern is that **** is feeling better. We always contact owners when there is a concern with a dogs health. Given the late arrival of the worsening skin issue,there was no neglect to ****. Our desired settlement is to refund the price of the bath as well as the vet visit (with invoice and documentation of vet visit provided to us). *************************

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