ComplaintsforCanine Connection LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I boarded my two miniature dachshunds on June 13 until June 26, 2024. The owner of the Business, ****** ******** was supposed to t**** them while they were staying there. They never provided any updates about my dogs. I actually contacted them on June 25 and ****** said one of her employees mentioned my male dog was having issues with his back legs. She had to take him to the vet. I called the vet, she mentioned my dog had two wounds in his elbows that were infected, and she said the dog was in pain. Also, when I picked my female dog, I noticed she had wounds on her chest and neck (see attached pictures). My husband texted and called the owner and she never replied with an explanation. She only said she was busy. Additionally, we found out she was out of town during the boarding time period, so we don't really know who was supposed to t**** our dogs because she never said, she was not going to be available. Otherwise, I would have not boarded my dogs. My dogs were neglected and hurt while staying there. I request an explanation and the refund of the training which was $1,000. I'm also reporting this place to the ****** ******* *** *** ******** Animal control sheriff department.

  Business response

  07/21/2024

  To whom it may concern:
  Thank you for the notification regarding my business ( Canine Connection) that was filed by the ****** Family. I appreciate the opportunity to provide correspondence and feedback regarding this matter.
  First and foremost the information sent to BBB is highly inaccurate. Mrs. ****** states she wasn’t sent updates, etc. In fact quite the opposite is true. As screenshots will show, she received texts, videos and updates.
  Background story: both of these dogs are older ( born 2013 and 2015) and have years of history of being snappy and aggressive with both humans and canines. We were contracted for 2 weeks of boarding and training while the owners were on vacation. When **** and ***** arrived they viscously guarded their crates, charged fences in ex pen areas, and were very reactive to anything coming into their area. We immediately started training protocols to change this behavior and by the time of the vet visit had made huge progress. ***** had perfect manners ( much to the shock of his vet and staff) and was a perfect gentleman the entire exam. Mrs. ****** states she contacted his vet, which may be true after the fact but if so, I wasn’t aware and as screenshots of texts show, I was actually the person trying to coordinate medical care as the ******** were preparing/ on airline flights. I spoke with my own personal vet, ****** normal vet, and emergency clinics in the event surgery was needed. As text screenshots show, all of that is documented along with the ******** responses. They received video, as well as text and a plan of treatment ( which was minor especially considering his age and his previous back surgery, especially as his breed is particularly prone to mobility issues) all before I left the veterinary facility. I rescheduled my agenda for the day and kept ***** with me personally to monitor and ensure he was doing well. I personally took ***** to the office, paid his expenses( I was reimbursed) with my personal card and updated the ******** accordingly- again, see the screenshots.
  Following this incident, the ******** requested to pick up their dogs. I made arrangements not once, but twice for employees to meet them after hours to allow the ******** a pick up time that was convenient for them.
  Dr. *****, ****** vet, did not feel at his age and current situation that ***** should be in a training regiment that required unusual movements ( sit stay, etc) therefore we followed that advice and volunteered to change the fee for ***** to a boarding only expense ( which was a loss of approximately $700) even though we had been fulfilling training and the program( 14 days) was almost complete.
  Eventually Mrs ****** was off flights and we were able to speak via phone. I explained **** could complete training and go home in just a few more days. However, the ******** chose to pick up both dogs and also chose not to attend the owner classes that were included with the board and t**** program( please refer to email to Mr. ******) therefore, we did not refund the cost of training for ****.
  Yes, I did travel out of town briefly during the time **** and ***** were our guests.I have  very competent and capable staff available at all times for the dogs training/boarding/grooming needs so our clients dogs receive no disruption of their schedule. The ******** have met my entire staff and are familiar with them. As a matter of fact, they dropped off **** and ***** with my morning staff when I wasn’t present. ****, ***** and every canine at my facility follow a very structured regimen whether I am physically present or not.
  **** was very aware of the fact I’m a **** **** handler and he is aware it’s a profession that requires out of state as well as local events. **** owns a pet product business and actually expressed a desire to participate at some of those events. Screenshots from February confirm I sent him links to a workshop we host in IN and his response.
  My facility is exceptionally quiet, relaxed and a calm environment and **** and ***** quickly adapted and relaxed as well.
  Understand, upon their arrival they slammed into fences, crates,  and actively attempted to bite at least one staff member anytime she went near them due to their reactivity.  I think they displayed the same behavior at their home as neighbors walked their dogs past the fenced yard containing **** and *****. It is very easy to get rubs, or injuries when that reactivity exists, especially with dogs that have been allowed to do this for years, combined with them being senior dogs who tend to have thin skin. 
  The pictures are highly exaggerated and enlarged of injuries.  As you can see on videos at vets office ***** was walking, wagging his tail, etc and Dr ***** didn’t even notice the elbow rub until I pointed it out to her.
  It is true Mr. ****** did not receive an immediate response from me AFTER pickup of his dogs. Before responding I wanted to speak with Dr. ***** and she was busy and not in the office on a daily basis. Since the dogs were no longer in our care, I didn’t feel an immediate response from me to provide details requested from the ******** was time sensitive. However, I did respond several times to let **** know I would get back to him. He was sent follow up text messages on June 27 & 29th (see screenshots) and a detailed email on July 7th  (see below).
  In closing, much progress was made to change the manners and behaviors of these dogs. We are concerned the ******** wasn’t satisfied with our services and even more importantly, the impact these continued behaviors will have on the lives of ****, *****, neighbors and caregivers. We are more than willing to provide additional details if needed including the data log of phone calls.
  Thank you!
  ****** ******** *************
  
  
  Below is the email sent on July 7th to ****
  
  
  Hello, sorry for the delayed response. I’m a **** K9 handler and we have been trying to stay prepared for deployments in New Mexico for wildfires and now hurricanes that have developed.
  As you are aware **** and ***** were very stressed and anxious when they first arrived. My staff instantly spent extra time with them to  ensure they felt comfortable and benefited from their stay at our facility. They relaxed quickly and adapted to our routine. It’s my opinion that would not occur in most boarding establishments. We absolutely go the extra mile to have a quiet, peaceful environment.
  Also, as you are aware- both dogs came in incredibly snappy and it’s my understanding that’s been a behavioral issue for at least several years. Upon arrival, both dogs were aggressive with people and other canines. They would not allow other dogs near them in ex pens or walking by them inside the  building.
  Again, we spent a lot of time and effort to correct those issues and they successfully adapted to being picked up, having leashes on, walking past other dogs and stopped fence guarding.
  Everyone that encountered ***** at his vet visit was very impressed, complimentary and surprised he was perfectly behaved and did not snap at a single person.
  To explain some of your concerns:
  I’m guessing both dogs have not been accustomed to being on concrete- which is what our ex pens are. Also, they are older, the weather has been hot and that also contributes to skin irritations.
  *****- as soon as we noticed an issue ( which was slightly stiff walking) we instantly focused our attention on a plan of action. I placed calls to my vet, your vet, and emergency clinics, as well as numerous texts to you guys. I personally took him to the vet myself and rescheduled my plans for the day in order to do so. Dr. ***** suggested a training program wasn’t beneficial for ***** because he might not be comfortable with maneuvers necessary to develop training skills. She also advised he had probably minorly tweaked his back/ muscle, which is very common in their breed and with his history, etc and didn’t feel it was an emergency situation. Dr ***** checked the rub on his elbow and in her opinion it probably occurred because of the back/ muscle issue and he probably created a rub when he attempted to lay down. ***** spent most of the day with me  personally under constant monitoring and my staff continued to watch him closely when he returned.
  ****- did not show any signs of being uncomfortable. Clearly, she did have a belly rub that we didn’t notice. But, we don’t typically turn dogs upside down or check bellies unless we see a reason to do so such as whining scratching, etc. And we certainly don’t routinely do so with a dog that has been aggressive and doesn’t tolerate being touched in sensitive areas. We didn’t observe any symptoms from **** that implied she had any discomfort. We physically carried both dogs multiple times and I’m surprised we didn’t notice it but again- she didn’t show any signs of discomfort.
  ****- weight loss. We followed the guidance given to us for meal prep and she always had the option of a breakfast and dinner meal. I didn’t notice a weight shift and definitely not anything that concerned me.
  As to whether they had been in an altercation with another dog the answer is “ No”. We do not allow clients dogs direct contact with each other. Ever. They always have- at the very least- a wire barrier between them.
  It’s our goal to never have an unhappy customer. We go above and beyond to accommodate when possible.
  You asked to pick up at 6:00 pm, which is after hours. I arranged for staff to meet you at 6:00. Then you requested 7:30pm. The following day, you wasn’t available to pick up during our business hours and I once again arranged for an employee to return to work to meet you. And I did so while trying to complete a vet visit with my personal dog.
  So… in the time we had them they learned appropriate manners with people, canines and vet visits. They learned to be non reactive walking by people and dogs and allowing both to walk past them. They learned to let us remove them from crates without issues. It is disappointing to not see a training program completed after so much time and so much progress.
  We sincerely wish their stay with us had been viewed in a more positive manner. My suggestion for the future is to find a trainer that does home visits or attend classes where you are present. Instead of boarding, a pet sitter that comes to your residence would probably be a better fit and relieve some of the concerns that you may have.
  Wishing all of you much success!
  ******

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