Complaints

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• Initial Complaint

  Date:08/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2.5 year old healthy lab went to daycare the morning of August 18, 2022. I received a call at about 4pm that my dog had passed away and which vet she was at. I got to the vet within 20 minutes of getting the call. After speaking with the vet, she told me my dog had been dead quite some time by the time she was brought in, because her legs had started to stiffen, but her body was warm which would indicate that she had been outdoors. I had been told that dogs were only left alone in their own kennel for about an hour while the employees have lunch, and that the kennels were indoors. The employees didn't really seem too shaken up, no one called me the following day or sent me any kind of condolence card or really even said anything about it. I am heartbroken, and don't know how this could have happened to a young and healthy dog. I don't want this to happen to any one else's dog, and I want this business to be held accountable if they are not caring for the animals properly or are being otherwise negligent or harmful.

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/22) */ The passing of Hallie has been a terrible loss, there are no words for us to be able to apologize enough. The day of August 18th Hallie was in the indoor play kennel she was in there with other dogs. She was playing and horsing around with anther Lab. Hallie still had her collar on (we remove collar for safety purposes that day to our misfortune Hallie was in the back with her collar on) When Hallie was playing the other lab got ahold of Hallie's collar twisting it and playing with it. Causing Hallie to suffocate. When we saw her lying on the floor we thought she was asleep. Once we noticed that she was not responsive we immediately took her out of the play area and did CPR to try and have her respond. We rushed her to the nearest vet clinic and unfortunately there was nothing that could have been done. We take full responsibility of this horrible accident which resulted in the loss of Hallie. We tried to reach out to Mr.******* on Friday she did not respond. We tried again on Monday morning and we did not get a response. Which is understandable with the situation. We have all been very effected and hurt by the loss of Hallie. We have spent sleepless nights replaying the images and how we tried everything to get her to respond. We replay trying to figure out how we could have done more to get her to react and are now filled with anxiety at the thought of how things occurred. We carry that fear at work and at home with our own dogs and kids. With our hearts in our hands we give you our deepest condolences. We know that there is nothing that we can do to help or bring Hallie back our hearts are with you in this difficult time. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) How do you know it was another lab involved in this tragedy? Was an employee present at the time of the incident? IF an employee was present in the room, he/she should have been able to stop this before my Hallie died in your "care". Also, how was another dog "playing with" Hallie's collar one minute to the point of death, followed by you thinking Hallie was sleeping after that?? Isn't playing with a collar dangerous? At that point couldn't an employee have noticed a fixation with a collar and just removed it? Was the dog playing or was it aggressively trying to shake my dog to the point that my dog was killed? I would think it would take a lot of force to kill and this does not sound like play to me. Play does not end in death. You stated in your response that you "remove collars for safety", but I see in your website photos that all the dogs featured in the daycare section are shown wearing collars. Clearly removing collars is NOT part of your normal procedures; nor would it be necessary if employees were supervising the play area. In fact, the collars would be useful to employees if it were ever necessary to separate two animals in a scuffle. Hallie was wearing a quick release collar designed for saving lives in an emergency situation. Where were the staff who were supposed to be there to provide safety for her and could have pulled the other dog off of her or released her collar? I suspect there were no employees in the room to supervise play and ensure safety of the dogs as advertised on your website. Furthermore, Halie's legs were stiff at the time of her intake assessment at Holt Veterinary Clinic. According to multiple medical professionals and google, stiff legs in a dead dog takes a long period of time to onset, at least an hour, but probably more. It was explained to me that she was warm, and had probably been kept in a "warm place" for a time after her passing. Did you move my dead dog outside and wait before taking her to the vet? This timeframe is not consistent to a day care providing supervised safe play and quickly getting an injured dog the medical attention it needs. The vet who sat with me and reviewed Hallie's body evaluated Hallie's neck for markings consistent with strangulation and said there were no marks present. and said she This is inconsistent with the manner in which you claim my dog died. I was originally told that the incident occurred in an outdoor play area, which is directly contrary to what was written in your response. Halie's collar was returned to me washed. Why did this incident require washing of her collar? Hallie's head and neck area were also noted to be wet upon arrival at the vet. Was she also washed? And did that happen before she was "rushed to the nearest vet clinic"? In short, a lot of this story does not make sense. The timeline, circumstances, and care my dog received all vary each time I speak to someone about it. I would like to know the whole truth and timeline. This has been a tragic and traumatic loss, and has caused me a lot of emotional distress and deep sadness. Some honesty, clarity, and closure for my mental and emotional well-being is NOT ONLY THE LEAST, but also the ONLY thing you could do for me after what happened. For my grieving process, I need truthful answers to all of my questions. I would like to see the surveillance video from the room for the whole day, so that I can try to understand how the employee(s) supervising the room did not have had an opportunity to save my dog. If your heart is truly with me as you stated in your response, you will give me the requested surveillance video.