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:10/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been taking my puppy to this facility for a while now without issue. On October 25, I received 2 calls, no voice mail, & a text to call them back while one of my dogs was at the facility. I finally had an opportunity to call and the manager that goes by "Echo" informed me that my pup had been aggressive and would be kenneled solo until he was picked up. I understand that dogs sometimes don't act the same way at home than they do with strangers, but in the initial intake "interview" my dog had been given A's on all items they test for prior to approval for ************ had been attending for several weeks without any issues. **** claimed my dog attacked staff & that everyone was fearful. Since my dog is actually still a puppy, I was worried about his behavior and requested footage showing the events leading up to and the actual aggressive behavior. I was denied the actual video and when I asked if I could at least see the footage, they told me it was against franchise policy. However, I called several other locations around ***************** and they informed me that there is no such policy. Which made me extremely suspicious as to why they would withhold such valuable information. On our phone call, **** also tried to insinuate that I abused my dog and claimed his behavior had been going on for "weeks" even though it had never been mentioned prior. When I went to pick up my dog, I asked questions regarding the incident and was not given a single answer. I was told if I wanted answers I would need to speak to Echo, but would have to set up a meeting. When I asked for company policies, they denied to give me anything and said I'd need a meeting with ****. I will be taking my dog to his veterinarian to ensure he was not mistreated as I now suspect he was. I am requesting that the company provide me with actual answers and evidence of their claims. Further, if my dog is found to have suffered physically, I am requesting they take care of related vet bills.