ComplaintsforCUSTOM KARE KENNELS

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  boarded my dog at Custom Kare Kennel during thanksgiving for 4 days. When I picked her up I realized she was limping. The kennel stated she chipped her nail and to stop the bleeding they placed a powder on it. Well, that was not the case a few hours later after picking her up I noticed she was shaking. I checked her paws and they were infected(have videos) had mucus discharge and burns to the white meat showing. I immediately took her to an 24hr vet and the vet confirmed it was an infection in all 4 paws and was caused by the kennel's cleaning solution, or unsanitary conditions. She was placed on steroids, antibiotics, and a flushing solution. I reached out to ***** and they stated it was definitely chemical burns on my dog. I contacted the kennel asking for an accident report and reimbursement for the medical bill/kennel stay. They refused. Offered me a free stay and stated they would let me know when my accident report would be available. Why would I want a free stay after you cost be $188 in medical bills and $100 for the last stay with an injury dog. My dog has chemical burns because of this place! This Kennel has showed absolutely no remorse in regards to my dog. I still have yet to receive an accident report or reimbursement

  

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/16) */ **** boarded with us from 11/24/21 until 11/28/21. Upon pickup, our kennel tech informed ****'s owner that we had discovered on 11/27/21 that **** had been so active in her run that she had worn (not chipped) the outer nail on her back right foot down to the quick and it was bleeding. We pulled her from her run, applied styptic powder, & kept her in the groom room for part of the day to allow the powder to stop the bleeding before she was returned to her run. When **** left our facility, we did not observe any other injuries to her paws. On 12/2/21 at 11:15 am, Ms. ****** called the kennel and I spoke with her about ****. She stated that she had taken her to the emergency vet on 11/28/21 because **** was having issues with her paws. She asked about the kind of cleaner that we use and I gave her the information. We use a neutral sanitizer, which means when we spray it on the concrete surfaces, it bubbles. When the bubbles disappear, the sanitizer is neutralized and is safe for dogs, even when still damp. We wait until the surface is dry to put dogs in the run. She asked me for an incident report for the nail issue and a refund for the amount of the vet bill ($188). I informed her that the incident report would be ready for her at 3:00 pm the same day and offered her a credit on her account for the amount of the vet bill. She said that she would think about it and let me know. I did not refuse to compensate her as it states in her complaint to the BBB. At approximately, 3:15 that afternoon **** showed up to inspect our facility because of a complaint from Ms. ******. The officer and I walked through our facility and I showed him the exact run where **** was boarded. According to his report, he "saw no issues during the walkthrough- no standing urine or feces was seen". Ms. ****** never showed up to pick up her incident report. I called the vet where Ms. ****** stated that she had taken ****. I requested the vet records. The complaint on the record was "infection on both front paws". The vet stated that the diagnosis is pododermatitis and was a "likely reaction to a cleaner or grass". It is not noted anywhere that it was due to our solution or unsanitary conditions as stated in her complaint. I attempted to call and speak with the vet that saw her, but was unable because I did not have permission from Ms. ******. She also states that she "reached out to ***** and they stated it was definitely chemical burns". I would like to request the records from ***** and permission to speak to the vet that saw **** at *** to determine the cause of ****'s issues. I have the vet records but would like to actually speak to the doctor that saw **** to get further information on the situation. I have all of the documentation from our kennel, as well as from **** and ***. I would be glad to forward these documents to you upon request. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a lie! When I asked for the accident report you stated to me twice "you will call when ready" you NEVER stated it would be ready at 3pm. When I stated that day I would come pick it up once again YOU stated "I'll let you know when it is ready." I DID NEVER receive a call it was ready. You are correct the infection is caused by "the reaction to a cleaner"which means YOUR cleaning solution she was only with you all! There is your price/evidence! She was also "supposedly" groomed by you all how did you not notice the injuries on her paws?! I gave you permission to call and speak with the Vet at the ***. In your above statement you stated the vet was not available. How is that not given you permission? Why would I want a credit towards a stay when you all did not properly care for pet. Have to make it make sense. I would like to be refunded. Once again you have ALL types of permission to speak to the Vet at ***. Take a look at the video from the SAME DAY I picked my pet up and let me know HOW this occurred?! Business Response /* (4000, 9, 2021/12/17) */ The incident report is ready to be picked up and has been since about 1:00 on the day Ms. ****** called. In order for me to be able to speak to the actual vet that treated ****, Ms. ****** will need to call *** and give them permission to speak to me. I received the records but the vet will not speak to me without her calling. The vet records from *** only state it was a "possible" reaction to our cleaner. This is the reason I would like to be able to speak with her. Also, I still would like to receive documentation from ***** confirming that it was "chemical burns". Once I am able to speak with her and see those records, I will be in a better position to make a decision on a refund. Consumer Response /* (4200, 11, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have all the information needed documentation and pictures/videos from the day I picked **** up from you all. Not sure why speaking with the Vet will help make your decision when it's clear all this was caused by you all. But I will seek further action if not refunded. Thank you

*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. ↩