ComplaintsforAmerican K-9 Country, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 1st I tried American K9 Country for the first time for one night of boarding and daycare. Upon picking up my Shichon I noticed her right eye was red. I immediately called and they told me she must have gotten shampoo in her eye. The next day I brought her to the emergency vet and was told that she has a severely bruised eye/trauma and also a tick that had not been there long. After the appointment I brought her back to American K9 to find that I had to speak to Amber who was not in. I e-mailed Amber that night and had to reach back out the next day at noon and she apologized that she was in training. She proceeded to tell me I signed a waiver and that there was nothing she could do about it and had zero compassion, not even asking how she was or even an apology. In regards to the tick, she said that it had been there awhile and did not get it at her outdoor play time. Her last words after defending the facility was that she would put in the computer that I would not be returning. She now needs a cone and I have to put drops in her eyes for two weeks with a follow up appointment in hopes that it heals.

  Business response

  12/04/2023

  Ak9C is terribly sorry that **** is injured and that you are unhappy with our services as well as my response time. 
  We truly, do our best to treat each & every pet as our very own- but sometimes pets get rambunctious & can get injured when playing in doggie daycare with all the other dogs- just like a child on a playground. 
  
  **** had a wonderful time in daycare & during her stay. She ate well & was a lovey happy little dog. She enjoyed her time in Tiny Tot daycare playing with the other little dogs & played lots. 
  We are very sorry her eye is irritated, I wish I had an answer for you, but unfortunately dogs are dogs & sometimes they play rough or get themselves into predicaments we are unaware of. I understand your frustration, as my dogs are my kids as well, But I just do not have an answer for you regarding her eye irritation. There are so many reasons that her eye might be irritated (shampoo, allergies, playing rough, scratched by another dog, falling off a play structure)- I just do not have a definitive answer for you. There wasn't any instance that I can see causing eye irritation in the mere 24 hours that she was here. My staff that that tended to her- state that they did not notice any abnormal behaviors like scratching at her eye or any redness. So although frustrating, I do not have an answer for you..  Truly we are sorry for your upset & we hope **** makes a speedy recovery. 

  Please see the attached release form you signed at check in, informing you of the inherent risks of doggie daycare. 

  Customer response

  12/04/2023

  
  Complaint: ****5040
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******** ******

  Customer response

  12/04/2023

  The response from American K9 was a blanket response that is sent to most, as I have seen many complaints of the same issue at the facility.  I am upset with myself for not doing my research in advance in to looking at their reviews.  If it is suggested, I would be more than happy to get a written letter from the Emergency vet that states "****** eye is severely bruised caused from severe trauma".  The doctor said that there is no way that somebody would not have noticed as we noticed as soon as we drove out of the parking lot and Amber said it was unnoticeable until her eye was pulled back?  How would we have seen it when she was just in my daughters lap?  I didn't even bring this up but **** also had a tick on her that the doctor said was not on her long.  Amber refused to believe that **** got it at her facility and said it has been on her for quite some time.  How would she even know that and how would she know better than the doctor?  I am very irate with the lack of responsibility and it seems that her response to all is that we signed an agreement.  That should not mean that our pet is not taken care of and injuries overlooked and not reported hoping we will not see them or complain.  I disagree with her response as my photos and explanation show otherwise. 

  Customer response

  12/04/2023

  When a waiver is signed, it is assumed that the dog will be in professional care while being boarded at the facility.  I understand accidents happen but the eye is not just "irritated" but severely bruised and was caused by trauma.  By Ambers response, something is not being told and her apology for her response time is unacceptable and I should not have had to call her a little less than 24 hours later.  When I stopped in and spoke to the employees at the desk and showed them ****** eye and the evidence of the visit to the ER, she should have been called immediately.  Instead, I was told to send an e-mail which was not responded to in a timely manner.  Yes, our pets are like our children and should be treated as such.

  Business response

  12/20/2023

  We are very sorry **** is injured & Mrs. ****** is unhappy with our services, but **** had a wonderful in our care playing with the other tiny tots during her stay. Per the release Mrs. ****** signed at check in- doggie daycare is not without risk. Dogs are dogs & can get rambunctious at times. We do our very best to keep dogs playing in a non-rough fashion, but dogs are dogs & play with their teeth & nails- injuries may accidentally happen from time to time during routine play sessions-  Mrs. ****** elected to have **** play with other dogs & in turn assumed the risk involved in socialized play by signing the contract & kennel card at check in. Please see the attached release she signed stating that she UNDERSTODD the risks involved with dogs playing in a daycare environment.  We hope **** makes a speedy recovery. 

  Customer response

  12/26/2023

  
  Complaint: ******40
  
  I do not accept the business's response as a resolution to my complaint because she was not under proper supervision.  I brought **** to two separate doctors, and both said it looks as though a lead went across her eye and there is no way that she "bumped it" per your original response.  Also, when she was washed right before pick up, I find it very hard to believe that it went unnoticed, and I was told that shampoo must have gotten in her eye.  Yes, I understand a signed a waiver but that doesn't mean ignorance and trying to hide the fact that she had a severe bruise to her eye without being notified.  After much research after the incident, I should have read the reviews more carefully as other dogs have gotten hurt on numerous occasions unreported.  
  Sincerely,
  
  ******** ******

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I boarded my dog while I was at a wedding. I received my dog back timid and sad. She had a 2-3 inch long gash on her left side. All of her fur and skin was gone. Her stomach is covered in scratches, and her nails were dried with blood from being cut way too short. I feel that she was not treated correctly during her stay, and I would like my money back.

  Business response

  08/22/2022

  This Client elected to have her dog play in doggie daycare with the other dogs while boarding at our facility. See the attached contract/release signed 8/22.. She signed the contract that explains in detail the inherent risks of doggie daycare, as dogs, are dogs & can play rough at times. Her dog had a WONDERFUL time in daycare & she could personally view her dog's happiness on our LIVE webcams while she was on vacation. Her dog did get a small injury while playing, as she is a very rambunctious girl, that LOVES to play in daycare. We called the owner as soon as it happened & explained to her that there was a scratch, but it was not deep requiring stitches, but we wanted her to be aware. She giggled & said her dog loves to play rough & for us not to worry about it. Upon picking up her dog, the owner became irrate over multiple policies.  I spoke to ***** on the phone & she "demanded" her money back as she was unhappy with multiple aspects of our policies & felt that her dog was mistreated. I explained to her, that her dog did indeed have a wonderful time here & if she was acting a bit dull once she returned home, I'm sure it's because she played so hard for 12-13 hours a day while boarding with all her doggie friends.. Most dogs do go home quite tired from playing for multiple days, but the owner would not listen to rational ideas, rather was angry & confrontational.

*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. ↩