Complaints

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/23 I brought my dog ***** for a meet and greet then ended up ***** stating there until 2PM. At 10:08 AM I get a text message that ***** jumped a fence and went missing. I filed a police report and animal control was notified by the police officer. At 11:42 AM I received a phone call ***** was found in a backyard and the owner didn't know how she got in there due to the height of the fence and believes someone might of put her in there. I rushed ***** to her vet for care. ***** suffered an injury that now requires her to be kept in her kennel for 14 days permitting only for her to go outside to use restroom. ***** is facing further care from the vet and I want this daycare held responsible for all vet bills.

  Business response

  08/31/2023

  ******

  I am sorry feel I did not meet you level of care.  ***** had a wonderful time while you were still present for her Meet & Greet, and I'm glad she got to enjoy that time with us.  Shortly after you left, ***** jumped the fence, and she ran over .5 miles away.  I provided you two copies of your Enrollment Forms and Terms of Enrollment.  On page two, you stated that ***** does not jump fences nor does she run away.  In this case, she did both.  If you would have stated ***** jumps fences, I would not have allowed her at the facility.  You gave false information, and the officer stated, "It is on ***** as a consumer who saw the fenced in area her dog would be in and deemed it a safe place for her dog to be left."  You failed you dog by provided false information, resulting in her jumping the fence and taking off.  I apologize for this occurrence.  If I knew ***** jumped fences, I wouldn't have let you put her in that situation.  I've attached your completed forms.  On page two, you stated she doesn't jump fences or run away.  On page three, you agreed not to hold Celsi's Dog Care LLC liable for any injuries or illnesses, and you agreed to take full responsibility for any harm she does to another person, dog, property, etc.  In addition, I do have video footage of ***** limping while you were still at the facility.  You chose to bring ***** and leave her with the limp she had.  Given this is a previous condition and you agreed to accept the risks of your dog playing in a cage-free environment, all vet bills are your responsibility.  This is not something that occurred in my care, and I truly hope you don't allow ***** to play or do any extensive exercise while she may have an injury or illness in the future.  It is important to pay attention to the health and well-being of your companion at all time so you do not cause farther harm to her or other dogs around her.  I, also, refunded your money for daycare while you were screaming and harassing me outside the yard.  I'm sorry care is for ***** is not an option at our facility, and I wish you the best in finding someone who will watch her for you.

  Many blessings,

  *****

  Customer response

  09/01/2023

  Complaint: ********  
  I am rejecting this response because: I did not give falsify information. My dog has never in her life jump any fences. She can barely jump on a bed. 

  So I reject your response.
  
  
  
  Sincerely,
  
  Linda Mccallum

  Business response

  09/08/2023

  Linda:

  I apologize that you feel your dog cannot jump a fence.  Even if she hasn't demonstrated that behavior before, that doesn't mean she isn't capable of doing it.  I'm sorry there is nothing else I can do to help you.  I gave you a refund (which I did not have to do by any means), and I went above and beyond assisting in finding your dog (which the officer even stated was not my responsibility).  I truly wish you and your dog the very best moving forward.

  Have a blessed day,

  *****

  Customer response

  09/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Her claims are not factual and I will no longer be continuing this discussion. Thank you have a blessed day!
  
  Sincerely,
  
  ***** ********

*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. ↩