Complaints

This profile includes complaints for K-9 Kennels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  K-9 Kennels

  833 W 27th St Ogden, UT 84401-3449

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  K-9 Kennels

  2811 G Ave Ogden, UT 84401-3469

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  I paid $29,656.00 to K9 Kennel Store ( also preventing themselves as Cove Products. I was given a timeframe of 5 to 6 weeks for my products to complete and ship. I called 31/2 weeks in to check the status onl to find out they were not built. I was assured they would start on March 28 pending art arriving, or change my artwork to what was available in stock. My art did not arrive and I agreed to an alternate. I was given a timeline of four days for my order to complete which turned into a week and they were “shooting” for Thursday April 6, 2023. At about this point I came aware of all the horrible complaints against this company. I demanded photos and a daily status update with Thursday as a hard deadline to either ship the products I paid in full for, refund of $29,656 to my card, or I will take legal action. I received pictures of my items ordered and with alternate artwork agreed to. It’s now Thursday and close of business, no tracking and confirmation provided, won’t take my calls, no response to my email, and of course they haven’t emailed me any sort of explanation. They blatantly take peoples money as if they are entitled to it. SHUT THEM DOWN!

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Purchase three major purchases through this company Dates: 9/27/22 , 12/3/22 , 1/27/23 Amounts: 2139.00 , 2394.00 . 6159.00 Order Numbers: ********** , ********** , **********  Items became defective quickly. Rust visible within the first and second week of having the products built and being utilized. Contacted company because three of the kennels are defective and dogs can get out of them without excessive force. Company replied to me informing me that they're not "responsible" for dogs behaviors. However, they also acknowledged that there's no damage to the kennels based off the pictures I was actively sending them. During the conversation the agent with this company asked me if I could "Just put something in front of it" to block the dogs in. Because of this defect and dogs getting out. One of the dogs was seriously hurt and had to go to the hospital. Thankfully my insurance is active. When speaking with the company to get a refund. They've informed me that I could send the items back but I would have to pay for the shipping. However, when you consider the cost of shipping that was paid to get the item to me and the amount I would pay to get the items back. It would cost just as much as the actual product and I would not actually be getting anything back and they would just attempt to resell them as "Clearence" items as they often do on their website. I've asked the company to deal with getting the items back to them and give me the original refund including the shipping so that I can switch over to a better product and they have tried to avoid this request. With the damages caused to the dog alone that was hurt this is crazy to me.

  Business Response

  Date: 04/05/2023

  Hello,

  As is K9 kennels policy we offered to warranty any defective product on this customers order. Our warranty policy is listed below: 

  "Cove Products , Inc. ("Cove Products ") warrants all Cove Products  animal enclosures (the "Product"), and only the Product, against defects in materials and workmanship under normal use for a period of TWELVE MONTHS (365) days from the date of purchase by the original purchaser ("Warranty Period"). Under this Limited Warranty, if a defect arises and a valid claim is received by Cove Products  within the Warranty Period, at its option and to the extent permitted by law, Cove Products  will either (1) repair the Product at no charge at its facility, using new or refurbished replacement parts or (2) exchange the Product with a new or refurbished Product. In the event of a defect, to the extent permitted by law, these are your sole and exclusive remedies. This Limited Warranty is valid only in the United States for Products sold in the United States.

   

  The customer could not Identify the problem and stated " The kennels look perfectly fine". We went through several questions trying to identify the problem. We asked if it was latching correctly and the customer again responded "I would say it’s latching correctly". When asked if the customer could see any malfunction they again said nothing was wrong. We asked the customer how they would like us to resolve the issue and offered to send new doors. This would have very likely fixed the issue as we would send out an entire new frame for the kennels and could asses the issue by getting the other doors back. 

  We have sold this product for many years and have many pleased customers. The product is designed to withstand normal pressure from dogs, so either excessive force was involved or a malfunction of the kennel. So, offering to replace some parts to identify the problem is a reasonable resolution.

   

  The customer was very frustrated by the response that we could send replacement doors. So, we indicated our return policy which is stated below and agreed to by the customer: 

  "All returns will be made at the customer's expense. All returns need to be prearranged with Cove Products. All items eligible for return that were purchased through cove products/k9 kennel store must be returned or exchanged within ninety (90) days of purchase. The customer will be responsible to pay for all shipping expenses, both for the initial delivery, and for the return shipping to Cove Products. In addition, a 15% restocking fee will be charged, except in cases where the kennel/coop/run has been damaged during shipping and the damage has been noted on the shipping receipt. All custom kennels/coops/runs (i.e., custom-sized panels) are non-returnable and not covered by our standard warranty."

   

  In good faith we went above and beyond what was stated in the terms and conditions in an attempt to resolve this issue. We offered to waive the restocking fee and assist in the cost of shipping or replace the doors. The customer instead did not respond to our request and reported us to the BBB. 

  Customer Answer

  Date: 04/05/2023

  firstly, the company didn’t attempt to even recommend sending a door until we argued for a minute. Secondary, there’s no defect with the door and it’s coming from the hinge. sending me a door isn’t going to resolve the issue because I’m moved a door off of another kennel to this one and the issue is the same. They’re attempting to have me send them back but not reimburse the original shipping and I have to pay $400 this time around. I would have paid a total of $1300 in shipping total and this would basically be the same cost as the product. 

  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  ******* *****