ComplaintsforAnchors Kennels, Inc.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We boarded our ******** ********* mix **** for five days. When I picked him up on 10/13, I was notified as I was walking to the vehicle by the employee that checked us out that his underside (namely his scrotum/testicle area) was chafed due to laying in water he has spilled in his cage. I didn't look at that moment because she said it was just a little chafed and **** was excited and pulling me to the car. But when I got home I noticed him limping and so I was looking around to find out why he was limping and it was because his underside was so red and inflamed and irritated and he was in so much pain that he was whimpering. I called Anchors to speak with someone and was told that this happened because **** chose to lay on the floor and the moisture that is on the floor causes this problem. They basically shrugged it off as not being a big deal and not taking any responsibility for it. Later on when I went to clean ***** wounds off and he continued to whine when I did it, I became really angry and called back. I was calm as I spoke with one of the owners Princ. I asked him why I wasn't notified of both my dog not eating hardly anything the entire time that he was there and also that I wasn't called when they noticed the severe irritation on underside. I was told that this wasn't a life-threatening emergency so they didn't call me. He did not apologize. He did not ask how **** was doing. All he did was try to defend his actions. Princ admittedly said that this is something that has happened numerous times in his facility. I asked him why he doesn't check for these things if he is aware that they happen. He said that area was not facing whoever tended to him. Also, water would not have caused such burns and wounds. **** was likely laying in his urine for an extended period of time. Her is a link where others have come forward with complaints and even instances where dogs have died there. **************************************************************************

  Business response

  12/08/2021

  **** stayed with us from 10/8/2021-10/13/2021.  Upon check in, we were notified that the owner had to kennel her dog because she was traveling with him back and forth from out of state.  It was ***** first visit at Anchors Kennel and we could see from the start that **** was understandably nervous not unusual when theres been so many changes between travelling, then being boarded at a new kennel, getting used to staff he has not met before and around many dogs he has not met before.  Because its not unusual, we provide extra attention to help this adjustment.
  The owner brought two toys for him and food from home (dry kibble for breakfast and chicken and rice for dinner). The owner did not want services like playtime, afternoon walks or evening cuddle time during his stay.  We offer these services for an extra charge given the staff time commitment to make pets stays more enjoyable.  The owner did not schedule **** for a bath before going home which we strongly suggest for any pet staying for more than three days.
  On his check in day, our staff noticed that **** was nervous around our doggy door (perhaps because he never used one before), so our staff walked him out on a leash to his outside run for his potty breaks and exercising, and back inside after break is finished (30 minutes).  **** needed special attention and had to be walked to and from his outside run every single time during his stay here.
  When a pet is nervous in their new environment, it is very common for them to not eat their food for a day or two.  **** did not eat any of his food the first day.  On his second day, we gave him a complimentary playtime to see if he would warm up a bit, and sure enough, he did.  His attitude changed from night to day.  When he came inside from his playtime he was much more at ease.  Since he was still not eating, we sat with him and as a last resort hand fed him.  He ate about half of his dinner that evening.  He enjoyed resting his head on my shoulder and quickly got used to me caring for him.
  On his third day of stay, he enjoyed another complimentary playtime.  We loved seeing how this seemed to make his day.  When he came inside, he seemed a bit more interested in his food, but wouldn't eat if he was alone.  So once again I hand feed him.  Overall, he was never interested in eating his dry kibble breakfast but did show some interest at dinner time for the chicken and rice.  The amount of time it takes to hand feed a dog is extensive.   
  On the third day is when we noticed that his testes were starting to become chaffed which is quite a common experience for intact males to have.  It usually starts around day two or three, as the skin in that area is very sensitive.  This will happen when a dog drinks from their water bucket, and drops of water will fall from their mouth, whether it be on the floor or the cot we provide.  When this occurs, we have a petroleum jelly that we can apply to help create a protective barrier between the testes and any possible water they could have contact with in their kennel.  We have never had an issue with intact or spayed females and neither with neutered males.  We have been advised by multiple veterinarians that for a circumstance like this, the best thing we can do is apply some sort of petroleum jelly, as it is gentle and mild to use as a protective barrier.
  
  Owners that bring along a bed or blanket to keep in their pets kennel help it prevents chaffing on the testes.  The owner did not provide these items for **** and we are only allowed to provide items owners bring because many dogs will ingest them which could cause a life-threatening blockage.
  On his fourth day, we had the same routine with him as day three, walking him out for each let out on a leash, with another complimentary playtime, petroleum jelly applied to his testes, and hand feeding him dinner.
  On day five we again had the same routine and the owner picked up that afternoon.  Upon the phone call before checkout and during checkout,  we notified her of his eating habits, his nervousness during his stay, and the complimentary playtimes seemed to help his adjustment. We notified her of his chaffed testes, and how it happens.
  The owner has suggested that **** was neglected, which as you can read from the above is the opposite from the truth.  **** required a lot of special attention and care which we willingly gave him.  Multiple times a day he was put on his leash to be walked outside.  During this time of putting him on a leash (and every other part of our days) we would have noticed urine on his floor or cot.  The floors of our kennel are slightly sloped, so if he had urinated it would have followed the slope leading to the floor drain.  It is not possible for there to be standing liquid in his kennel.  **** never had an accident in his kennel, so this eliminates the owners suggestion of him sitting in his urine.  If he had been sitting in urine, his rear end would have been dyed quite literally yellow, which it was not.  Our team is on the lookout for any pets who have, for example, soiled their kennel, spilled their water, spilled any food, or pulled their bedding/blankets to the floor.  We are constantly tidying up.  One of the top five rules around here is if we see anything that needs to be tidied, we stop what we are doing to tend to that dog and its kennel.
  Anchors Kennel has a huge clientele in the DMV area and is known as one of the cleanest animal care facilities in our area.  Upon entering the facility, one of the first things that customers and Animal Control comment on is how clean our facility looks and smells.  I spend big bucks on special products to be used around dogs and cats so they would not have allergic reactions to them.  These cleaning products are NEVER used around the dogs.  The dogs are outside while we are power washing the interior of our facility.  It is quite literally impossible for any of the pets staying with us to come in direct contact with any sort of cleaning product we use for our facility.  We are as white glove as you can get in animal care.
  ***** owner contacted Prince George’s County Animal Control of her complaint and Animal Control investigated.  At the same time, the Officer did his annual inspection and we passed. Because of this complaint, I have now added to my policies (number six) that Intact males have a chance of experiencing chaffed testes while boarding.
  We gave **** multiple services that the owner did not pay for so his experience could be less stressful and more enjoyable.  I fed him multiple times and cuddled with him while sitting with him in his kennel.  **** is a great dog.  I'm quite sure he wouldn't hurt a fly, that's how nice he is.  He was good to care for but certainly required a lot of extra time, which we willingly gave him. 
  I am sorry we have lost him as a customer.

  Customer response

  02/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: <*********@***.com>
  Date: Mon, Feb 14, 2022 at 11:46 AM
  Subject: Re: Anchors Kennel Complaint Response (********)
  To: [email protected] <[email protected]>
  Cc: *******@mybbb.org <*******@mybbb.org>
  
  Good morning.  Below is my response to the companies previous response. 
  
  My Response:
  
  When I checked **** in, I told them that we had boarded him for the first time the previous week in North Carolina where we had vacationed.  I had told them that he did fine there and that I felt bad about having to board him so soon after boarding him for the first time ever. **** left the previous kennel just the way I left him;  in perfect health. There were no injuries and his temperament was fine.  He was just excited to see us and understandably tired.  That boarding facility  gave him plenty attention and I didn't have to pay extra for my dog to get extra attention or proper care.  That was included in the price of boarding there.  Also, I never stated that I was traveling back and forth with him.
  The fact that he wasn't bathed was never the issue.  The problem was the injuries **** sustained while being boarded at Anchors.  He did smell of urine, but that isn't what I had a problem with.  
  All of the claims explained in the response of giving **** extra attention, hand feeding, and complimentary playtime was never brought to my attention and nor does it have anything to do with the issue at hand. 
  
  **** is usually in a kennel for a few hours daily at home, without blankets or pillows, with water and has never sustained injuries to his testes.  I did not leave a pillow or blanket with **** because I was worried about him being left unattended and ingesting it, as ******** breeds tend to do.  Also, over the the years of boarding previous dogs in kennels, I have never had this problem with boarding in tact males.  I have been to countless boarding facilities and have never had a problem with any of them.  If it is so common as they say it is, then it should have been brought to my attention prior to boarding, not after injuries were sustained from it at their facility. 
  
  When I called to check on **** on day six (not day five as stated in Anchors response), they had only told me that he wasn't eating much and of his nervous behavior.  I immediately cut my vacation short and went to pick **** up.  They DID NOT notify me of the injuries sustained to his testes when I called to check on him.  I typically do not call to check on my pets because I trust if there is a problem, I would be notified.  But I called anyway and I'm glad I did.  That was not brought to my attention until I was walking **** to the car after picking him up.  Matter of fact, the lady that checked us out walked to the end of the sidewalk to get my attention and tell me. 
  
  As I stated in my initial complaint, once I got home and noticed the severe irritation and wounds and how **** was limping, I called Anchors and spoke to Prince.  He was very defensive and cold.  When I asked him why I wasn't notified as soon as he was aware of the Hanks injuries, he told me that they were not life threatening so they took it upon themselves to treat him there without my knowledge or permission.  In the form provided to me upon Hanks check-in, it states that if medical or surgical attention is need, that there will be a fee and also states to leave a phone number for such times.  Never, did I receive a phone call notifying me of Hanks condition or asking my permission to treat.  The fact that a veterinarian told them in the past the recommended way to treat such a condition does not give them authority to treat my dog.  The should have called any one of the multiple numbers left with them.
  
  If **** had been attended to properly, this likely wouldn't have happened and certainly not to the extent that it did.  I understand things can and do happen, but it's how Prince and Anchors kennel handled the situation that made it so much worse.  For starters, they didn't notify me as soon as they were aware of the injuries, they treated him without my consent, they took zero responsibility for what happened to **** while in their care, they never once inquired as to ***** condition or well being and they were rude and cold when I called to find out what happened to Hank. Prince had no compassion and did not at any time apologize or take responsibility for the situation.  
  
  I never once disputed the cleanliness of Anchors facilities.  I reported the incident to the county animal control and they handled it per their protocol, which apparently was to conduct an inspection.  The results of the inspection bears no weight as to any of the facts or claims of my complaint.  Anchors can certainly maintain a clean facility, especially when on high alert from having angry customers, all the while neglecting my **** and exhibiting poor judgement regarding his care and well being.
  
  In an attempt to make others aware of the poor care and neglect that my **** endured at Anchors, I posted the occurrences in a neighborhood app online and got hundreds of responses, many of which were of others reporting negative experiences boarding their pets  there. These were negative experiences both recently with the current owners as well as past owners.  There were some far worse than what happened to my **** and many that sustained the same exact injuries as **** while boarded at Anchors.
  
  Prince and Anchors are still acting defensively and have yet to take any responsibility.  All of the extra add-ons they are claiming they gave **** complimentary do not abolish the fact that they handled the situation poorly;  they simply deviate away from the issue at hand.  As a result of Anchors failing to handle the situation properly, which would have been to notify me promptly , the injury was far more severe than would have been if they notified my as soon as they noticed.  **** continued to lay in the same conditions which are responsible for him getting the injuries to begin with.  Imagine how painful that was for him in such a sensitive area!?  Anyone that has compassion for animals and especially a boarding facility that is left with the responsibility and trust of their family members to properly care for these loved pets, should have certainly taken responsibility and showed concern.  According to Anchors, they didn't' do anything wrong.  THAT is a huge problem.  It means that this could happen again and again.  Adding this concern to their disclosure paperwork is a step in the right direction, but the fact that they think its ok for your pet to sit in pain in the same conditions that caused his injuries to begin with, treat them without the owners consent, and fail to contact the owners, is complete irresponsibility and neglect!
  
  Regards,
  
  ******** ********

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