Complaintsfor2nd Family Dogs, LLC.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 08/19/2022 We dropped off our 2 yorkies for boarding, they were in good health with all shots up to date. We asked to receptionist when we dropped off our dogs that when taking out for play for them to be by themselves and they said OK, provided food instructions. On 08/21/2022 we were in transit to pick up our dogs and receptionist called to tell us that one of my dogs was coughing like a pig/horse. I advised it wasn't normal thing for her to be coughing that way and asked her to go and check on them while on the phone, receptionist said that our dogs seemed to be fine after that. They stayed an additional day until 08/22/22 due to flight delays, once I picked up my dogs, they wouldn't stop coughing, we took them to the hospital the next morning and they were diagnosed with kennel cough and a stomach infection. They did bloodwork and prescribed antibiotics and other meds to help them with pain. I contacted 2nd Family and spoke to the manager and director and refused to be responsible for my dog's illness, they gave us $51.75 credit for boarding stay and dismissed our concerns of what occurred after paying 207.00. My dogs have been sick since then, with a special diet to help them get through their sickness. They didn't care that I told them that this was their 2nd time in the facility and the same thing happened before and didn't complaint that time, they claimed no responsibility even though they never offered to take my dogs to their vet when they noticed their cough immediate when they called me. My dogs were there for 3 days, and they were healthy, the employees had no interaction with our dogs as we were watching them on camera, and they placed them with other dogs that drank from the same water that got them sick of the interaction, even when we told them to keep them by themselves. This is unacceptable, I have doctor's bill for $511.10 with lab work from 121 Animal Hospital to prove the kennel cough and stomach infection the contracted for being there.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Stated customer had two dogs boarding with us from 8/19/22 - 8/22/22. On 8/24 customer called to say they took their dog to the vet and she had kennel cough. The director followed up to check on the pup and offered a 25% refund as a courtesy. Our company communicates upfront the risks of dogs being a boarding facility. Kennel cough is specifically listed a risk in our customer enrollment agreement which was signed by the stated customer. We have attached the documentation of our agreement and incident notes for this situation. We wish the best for the family and follow all proactive steps in our control to provide the best environment possible.

*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. ↩