ComplaintsforPets & Moore

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I boarded my dogs for 9 days. When I returned my dogs were returned with blisters on their paws as well as a torn nose, bumps and bites all over. The owner of the company is not willing to refund me or compensate me at all. My dogs nose was torn on the 2nd day of my 9 day trip. They failed to call and let me know anything happened to my dog. They did not take care of my dogs.

  Business response

  05/28/2024

  May 26, 2024

  Better Business Bureau
  *****************************************************************************************************************************
  
  Complaint ID: ********
  Date Filed:  May 20, 2024 

  Pets and Moore Boarding facility has:
  24/7 indoor/outdoor access for all dogs
  24 large runs, 4 feet wide by 34 feet long
  Inside run areas are 4 x 6 cement floor.
   separated by 5 feet cinder block wall.
   2 x 4 steel fencing panels covering the top.
  Doggy doors with plastic flaps exit to the outside run area to help with temperature control.
  Outside portion of the run area is 4 x 8 cement floor and covered by the building roof.
  An additional 20 of the runs ground is covered with pea gravel.
  Outside fencing between runs is chain-link or 2 x 4 steel panels
  Outside portion is also topped with chain-link fencing

  On the outside, all dogs can see other boarding dogs through the fencing. The 20 outside length area is open to the weather elements. Please visit website to see photographs of my facility: ***************************************
  The client, **************, asked to see the area where the dogs would be staying. I said that would be fine. After viewing the area, she came back to the office very pleased and thanked me for allowing them in the kennel area. They complimented the facility.
  
  On 5/11/2024, when the client arrived to check in her dogs, I initiated a conversation about the possibility of the dogs becoming over stimulated during their boarding stay. I suggested placing the dogs in separate runs. What I have learned over my 31 years of experience running my business, Pets and Moore, is over stimulation could cause the dogs to injure themselves or possibly turn on each other. I informed ************** I have had many large breed, high drive dogs like hers exhibit such behaviors when placed in new, stimulating environments. Advising her to place the dogs in separate runs was intended for their safety during their stay and to ensure they could never hurt each other. ************** declined placing them in separate runs stating,They would never hurt each other.. Additionally, I told them I would try to keep an empty run next to **** and ***** to reduce overstimulation caused by proximity to other dogs. We were able to keep a run next to them empty during their boarding stay.

  5/11/2024 One of my kennel techs and I checked in *************************** dogs. **** (2-year-old male, neutered *******)and ***** (2-year-old female, spayed Pitbull). We ask clients a series of questions during our check-in procedure regarding the health and general well-being of all dogs. When we asked ************** if the dogs had been boarded before she stated they had not boarded before. ************** never stated that either dog had any previous health conditions.  After settling the dogs into their assigned run, my kennel manager noticed ***** (the female Pitbull) was reluctant to come in and out through the doggy door flaps to access the outside. My kennel manager worked with ***** to teach her how to go in and out through the doggy door. She taped one of the plastic flaps up and placed a rug over the threshold to reduce ****** fear of entering the indoor 4 x 6 portion of the run.

  5/12/2024 My kennel manager alerted me to a scratch on Zeuss (the male Pitbull) nose. I told her we would watch it and document to be sure it did not worsen due to the dogs barking, repeated running back and forth, and skidding in the pea gravel. During any dogs boarding stay we document their behavior, including the dogs daily water consumption and eating habits.

  5/13/2024 We added a second water bowl because there were two dogs, and they drank alot during the day. My kennel tech and I decided to move **** and ***** to a different run, attempting to reduce the barking, fence fighting, and running behavior.  Kennel tech reported Zeuss nose was looking good.  Even though we had moved them, they continued running, turning quickly, and rubbing against the fence while barking at any dogs close by.

  5/15/2024 Kennel tech took them out for the one playtime requested by the client. **** and ***** seemed to enjoy the time out. (i.e. exploring the yard, playing fetch, running together).
  As days passed, the kennel tech and I noticed ************* level showing signs of increased stimulation,closely matching ************ level.
  Our boarding volume increased during the week, necessitating a third move for **** and ***** to keep the run adjacent to them empty. We put blankets up on the outside fencing to block **** and ***** from seeing other boarders. Nothing we did seemed to help the two dogs calm down. At no time during their stay, did **** and ***** show signs of discomfort standing or walking. No limping or licking of paws was observed.

  5/20/2024 The client came to pick up the dogs. I told them about the scratch on Zeuss nose. The kennel manager and a kennel tech went to get **** and ***** from their run. They said they had a very difficult time putting the collars and leashes on the dogs.  Again, no limping by either dog was observed as the dogs walked down the hallway to the office pick up area. I noticed no bumps and/or bites on the dogs as we handed their dogs over to the client.

  After the client left, the kennel techs said that as they had walked the dogs through the hallway to the pickup area,both dogs charged every run that had a dog in it, hitting the fence gate with their muzzles and barking aggressively. The kennel tech said she tried to redirect the dogs and their behavior scared her. She felt the dogs might turn on her or each other in frustration.
  ************** reported finding bumps on her dogs after pickup. I honestly do not know what *** have caused the bumps. There is always a chance of exposure to bugs and bad weather due to 24/7 outdoor access. ***** and ****** preexisting skin problems, which were not mentioned by the client/owner until after pick-up, *** have caused the flare up.
  We take pride in what we do at Pets and Moore and always make decisions based on what is best for each animal.I did apologize to the client for not calling about ***** nose. We often have dogs with scraped noses and sore feet because of their high activity levels while boarding, especially first-time boarders getting used to their new environment.
  

  Respectfully,

  ************** Moore, Owner

  Pets and Moore Boarding, Grooming and Training Facility

  
  

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