ComplaintsforAmherst Boarding Kennel LLC

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our dog stayed at the Amherst Boarding Kennel for eight days March 18-26, 2023. Several days later after returning home, she developed severe itching and hair loss, so on March 30, 2023 we took her to the vet, who diagnosed that she had scabies (a highly contagious parasite) and likely got it from the kennel where she just stayed. After taking the dog to the vet, I stopped by the kennel with my dog to let them know her diagnosis and to show them the dog. I invited the assistant to come out to look at the dog. She refused so I left a copy of the vet's report. Vet said it may take up to three months to get rid of the scabies with medication and medicated shampoos. It is now almost three months, and the poor dog still has scabies. I am entering this complaint to make sure consumers are aware that their dog could possibly get scabies at this kennel. Because the dog has scabies, we have been unable to take her anywhere or even have friends come to our house for dinner because scabies is so contagious. The owner did contact me and offered me a free 8-night stay to try to resolve the problem. Of course, I would never take my dog there again. Not only have I spent money on vet bills and medication, I have had to continually shampoo rugs, wash bedding and clothes, wash floors, and just about anything the dog comes in contact with in order to try to make sure the scabies are irradicated from our home. A refund for costs incurred is requested in the amount of $670.99 (cost of boarding ($351.26), and two vet visits ($178.80 and $17.00), receipts for med. shampoo ($56.08) and scabies med ($69.85)).

  Business response

  07/19/2023

  With all due respect to this customer, we did thoroughly address his complaint in a fair, respectful, and timely manner. We truly understand and respect how upset and frustrated he is, and we hope that our reaction and response is afforded the same courtesy. A detailed letter dated May 9, 2023 was sent to the customer (see in customer complain). In short, that letter spoke to the fact that we were told by the customer that his dog had dry, flaky skin prior to coming in our facility. And that his dog regularly went to the dog park. All of this makes it entirely possible, if not probable, that the dog already had been exposed to scabies Furthermore, we had no reported cases of scabies from other dog or our staff before or after this customer's dog was in our facility. Given that scabies is highly contagious, these are very important points to keep in mind before summarily casting blame on our facility. We stand by our offer to extend an 8 night courtesy boarding to this customer. We pride ourselves on conducting our business with integrity and honesty, and would welcome the opportunity to try to resolve all of this in a way that would be fair to all of us.

  Customer response

  07/24/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We appreciate the response from Amherst Boarding Kennel. They point out that **** could have already been infected prior to staying at their facility, but it also is highly possible she contracted the scabies during her stay at the kennel (as the report from the vet indicated (I left a copy on the counter at the kennel). I asked the attendant to come out to my van to get a look at ****, but she declined). I am not sure why the Kennel brings up the fact that I mentioned that the dog had dry flaky skin. Having dry skin has nothing to do with my dog getting scabies. An 8-night courtesy stay at the kennel solves nothing. We will never take a pet there and will certainly never recommend the facility to any of our dog loving friends.Our dog still has scabies, even after several visits to the vet and months of treatment. So yes, we are quite upset that this happened. A fair resolution to us would be as we stated in the BBB complaint: a refund for costs incurred in the total amount of $672.99 (cost of boarding (March 18-26, 2023) ($351.26) + two vet visits ($178.80 and $17.00) + medicated shampoo $56.08 + scabies medication $69.85 (Simparica)).Thank you. Regards, ****** *******

  Business response

  08/02/2023

  In response to your most recently letter: The Kennel did not imply that dry skin causes scabies; We stated that dry skin is an initial sign that scabies could be present. We stated that you told us that your dog has dry skin, which can be evidence that she was already infected with scabies prior to coming to our facility. In response to your initial letter that states " dry skin is not a precursor to scabies, please note this quote, taken directly from the American Kennel Club website: "Parasites are another potential cause of dry skin on dogs. Dry, flaky skin can be a sign of parasites that cause mange, such as the Demodex mite, canine scabies, and cheyletiellosis (Walking Dandruff), or it could indicate that your dog has lice."

  In your letter you state how contagious scabies is. We do not disagree. However, during the time that your dog was at the kennel there were approximately 60 other dogs in our facility. Not one of the other dogs, nor any of the handlers who interacted with **** contacted scabies. Scabies is caused by skin-on-skin contact. Your dog was walked on leash by a human during her time here- she did not have direct skin-on-skin contact with any dog. If you are bringing your dog to a dog park as you stated, where she undoubtably has skin on skin contact (that she did not have at the kennel) it is probable that she contracted it at dog park. We understand the frustration that scabies has caused you, **** and your family. We have responded to your requests in timely and sincere manner. We are sorry that you and your dog are experiencing this, however we do not believe that this is the fault of Kennel.

*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. ↩