ComplaintsforK9 Country Club

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am utterly disappointed and appalled by the abysmal service provided by K9 Country Club ************ in caring for our beloved dogs ****** and June bug. WE paid ******* for the 9 days.The complete lack of communication, disregard for customer inquiries, and admission to being understaffed are just a few of the many issues we encountered during our pets' stay at this facility. From the moment we dropped off ****** and June bug, we were promised regular updates and information about their well-being. However, for an entire week, we received nothing but silence from K9 Country Club ************ . Our numerous emails and phone calls went unanswered, leaving us in a state of distress and uncertainty about the welfare of our furry family members. Furthermore, to add insult to injury, when an attendant finally took notice that our dogs had destroyed their bed, leaving bedding fluff strewn all over the room, there was a complete lack of action taken. The mess was left unattended for hours, at least until an hour after the attendant noticed it, and no attempt was made to notify us of this incident. This disregard for our pets' belongings and the lack of communication regarding the situation is unacceptable. After the dog bed incident, we attempted to contact the owner through his public ******** account, but our message went unanswered. The lack of response from the owner further highlights the poor communication and customer service standards at ********************** ************ When we finally managed to get in touch with the manager, ****, his rudeness and dismissive attitude only added to our frustration. Instead of addressing our valid concerns, **** simply brushed us off, citing the kennel's under staffing as an excuse for their lack of communication. This blatant excuse is unacceptable when it comes to the well-being of animals entrusted to their care. The negligent behavior of K9 Country Club *********** has left us deeply unsettled and disappointed. As pet owners, we expect and deserve transparency, professionalism, and above all, proper care for our beloved companions. The mishandling of our dogs, the disrespectful treatment we received, and the lack of responsibility for the destruction of their belongings have left us with a bitter taste in our mouths. In conclusion, I would strongly advise against entrusting your pets to K9 Country Club ************ Their incompetence, lack of communication, and disrespectful behavior towards customers make them a subpar choice for pet boarding. Our experience with this establishment has been nothing short of a nightmare, and we will not be returning nor recommending their services to anyone in the future. The owner finally contacted me after posting reviews saying our pets were treated like royalty but did not offer a refund. Our hope is that management makes the necessary changes to ensure that any first time new customers have an experience where they happily return. Select another place for the sake of your pet.

  Business response

  05/03/2024

  During June *** and ******** boarding stay at K9 Country Club *******, they received signed up for *** suites and the care was tailored to their individual needs and preferences. 

  Here's an outline of the *** treatment they enjoyed:

  Personalized Attention: June *** and ****** were treated as *** clients from the moment they arrived settling into their large suite with TV and camera. Our staff members took the time to get to know their personalities, preferences, and any special requirements they may have had.

  Ala Carte Services: As part of our *** package, June *** and ****** had access to ala carte services designed to enhance their boarding experience. This included daily ball play sessions to keep them entertained, active, and mentally stimulated each day.

  Private Run: Throughout their stay, ******** and ****** had access to their own private run outdoors. This allowed them to enjoy the fresh air, stretch their legs, and explore in a safe and secure environment.

  Daycare Participation: In addition to their private run, June *** and ****** had the opportunity to participate in our daycare program. This enabled them to socialize with other dogs under the supervision of our trained staff members, promoting both physical activity and mental stimulation. Photos were posted on our ******** platform.

  Photo Updates: We understand the importance of staying connected with your pets while you're away. To keep you informed and reassured, we regularly posted photos of all daycare activities allowing owners to see firsthand how they were enjoying their time with us.

  Professional Staff: Our dedicated team of professionals was on hand to ensure June *** and ****** received the highest standard of care throughout their stay. From monitoring their health and well-being to providing companionship and affection, our staff members were committed to making their boarding experience as comfortable and enjoyable as possible.

  Overall, ******** and ****** received *** care characterized by personalized attention, engaging activities, and a safe, nurturing environment. We take great pride in providing exceptional service to all of our guests. It's disheartening to hear that despite our efforts to provide exceptional care, your experience fell short of expectations. We knowledge communication could have been more fluid but the care of both pets were not in jeopardy and they left in great spirits and good condition.

  Customer response

  05/10/2024

  Complaint is not resolved. The treatment of our dogs were in no way VIP and our dogs were not treated as the owner says. Their contact was non existent and only after a poor review was posted ,the owner became interested and wanted the review taken down as it could be a negative for his business. Many prior customers contacted me stating this business is not what they advertise.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Owner ******************* is a lying and deceitful employer and business man. He lies to customers and will say whatever it takes to fill his pockets with cash. Him and his assistant train employees to lie, overprice items, and will dodge speaking to any customers at all. You will never call K9 country club and not be told to leave a message! when wanting to speak with ****. He just hides in his office. Their facility is infested with parasites (giardia, coccidia, worms, kennel cough.. list goes on) Their staff are untrained to administer medication and properly disinfect crates and kennels. The employee turnover is absurd. They cant keep an employee for more than a few months. This all contributes to the sick and starving dogs that leave their building after a boarding stay. Cats are not attended to either. They run their business simply to scam people out of money and allow **** to steal his clients dogs belongings while training and then lie about it. He wont train your dog either. Best case they go to daycare or they just sit in a kennel until they go home and thousands of dollars have been wasted. Do not support this business and their lies.

  Business response

  07/13/2023

  To Whom it May ********************* you for brining your concerns to our attention. We take feedback seriously, as we strive to provide the best possible service.  First and foremost, the complaint being launched is by a decremental employee that was fired after multiple opportunities to improve her work ethic and professional growth.

  We would like to address your specific concerns regarding the owner, *******************, and the operations of our business.  We value transparency and honesty, and it is our policy to maintain open communication with our customers. While we understand your frustration with not being able to speak directly to ****, please not that he often has a busy schedule managing various aspects of the business.  However, we assure you that are committed to addressing any inquiries of issues promptly.

  
  Regarding the condition of our facility, we have stringent cleaning protocols in place to maintain a clean and safe environment for all pets. We take parasite control and disease prevention seriously, and work closely with vendors and veterinarians to ensure we are using the best and latest products for the well-being of our pet guests.  However, we acknowledge that occasional issues can arise, and we are constantly working to improve our processes and addresses any concerns promptly.

  
  Employee turnover is a challenge in many industries, and we are no exception. We strive to provide comprehensive training and create a positive work environment, but it can be difficult to retain employees long-term. We are continuously working on staff development and providing ongoing training to deliver the highest standard of care for all pets.

  
  As for the accusation of theft and dishonesty, we take these claims very seriously. We have a strict code of conduct in place, and any misconduct is thoroughly investigated. We would appreciate any specific information or evidence you can provide regarding your claim. It's also important for us to clarify that we strive to maintain high standards of honesty, professionalism, and customer satisfaction.  We do not condone or promote any dishonest practice with our establishment. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of this company is depriving dogs of food and water, he is having staff use toxic chemicals that are harmful to staff and dogs. He is having people that arent certified perform insemination on dogs and do blood draws. The iguard dogs have not had their rabies shots and are malnourished . The list goes on

  Business response

  06/15/2023

  To Whom It May ******************** you for bringing this matter to our attention. The consumer lodging the compliant *******
  ******** has never been employed with our company directly. The information would have been
  provided second hand without understanding our company protocols firsthand. We take all complaints
  seriously, especially those related to the well-being and safety of animals and staff members. Ensuring
  the welfare of our dogs and maintaining a safe working environment are our utmost priorities.

  We launched a through investigation into the allegations, and our staff is indeed following our company
  protocols providing fresh water to all dogs and food regularly upon the appropriate feeding schedule of
  the individual dogs. The chemicals that are administered are widely used in kennels and veterinary
  clinics worldwide to help reduce the spread of germs and are safe to be around for animals and people.

  Regarding the rabies vaccinations and the overall health of our I-Guard dogs, we have strict protocols in
  place to ensure they receive all necessary vaccinations and medical care according to their age. We will
  review our records and address any discrepancies or deficiencies promptly.

  We appreciate your concern for the welfare of our animals and staff and assure you that we are
  committed to maintaining a safe and healthy environment for everyone involved.

  Thank you again for brining these concerns to our attention.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had taken my dog here for boarding and training **** the owner never treated my fur baby well when I came to pick my dog up from him from staying for 2 nights I came in and my dog was in the very back kennel in urine and s*** and when I asked why he was in the red zone her answer was **** said hes a very aggressive dog and he couldnt come out of his kennel one of the workers proceeded to tell me to not ever bring my dog back there again that **** was not treating him well after spending over $20,000 on training my dog isnt trained and he definitely took advantage of the fact I was a young girl with money I got used by this company and my dog got treated horrible I have witness that seen that one of my dogs prons to his choke caller went thru his neck when I would pick him up he would be so happy **** abused my dog and I would never recommend using this company they may seem all good and nice but hes a very strange guy with bad intentions (money) is all he cares about and I had asked him to only work with my dog and he gave me his word he would be the one taking care of my dog and when I came to pick him up **** wasnt even in the building and when the front desk called him he freaked out on me saying I shouldnt take my dog he hadnt even had time to work with him yet and wanted him to stay I told him I was pregnant and couldnt afford to keep him there any longer but yet he wanted to charge me for time he hadnt even spent with my dog my dog was just sitting in a kennel with his f**** and urine I took him home and my dog was so happy and I never brought him back but **** said when I left to never come back because if I take him to any other dog trainer hes going to get diseases and sick and he cant have that in his building I dont trust a thing he says and Im very upset he didnt make it right with me

  Business response

  08/26/2022

  My K9 Country Club is located in *****, ****. We are a small dog daycare and boarding place. I believe this complaint is toward someone with the same name and there are lots of K9 Country Clubs using the name no affiliation. The company is from someone who lives in **************, **. I believe this complaint is towards the K9 Country Club located at ***************************************************************************

  Customer response

  09/02/2022

  They resolved the issue 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my dog ***** to be evaluated for the board and train program on 2/7/22. I meet with the owner after the training and ***** entered the program with promise of getting a vary well trained dog back one that you can put her leash down and walk away. I was promised a call that Thursday or Friday with an update. 2/11/22. in the afternoon I left two message to find out how she was doing it wasn't until I said I was going to pick her up that I was contacted. I was informed that my dog was doing very well and picking up things much quicker than other dogs. I was promised two phone calls a week with update. Note the K9 Country Club's Board and Train Program Information and FAQ sheet states "You will receive regular updates via ********,InstaGram,photos,and video updates each week documenting your dog's progress. 2 ******** posts a video on 2/19 and on 3/11 2 pictures posted (one group picture on solo picture. I was given 2 induvial training sessions with ***** where we practiced leash walking. I was told on 24Feb I asked in a text Is it looking like ***** will be coming home at 4 weeks? **** responded Plan is to transition her home next week sometime she is coming together nicely. On 03Mar I texted Roxies 4 weeks is Monday asking when she'd be ready to come home. **** responded"Believe me I know I have gone above and beyond to push her faster she has not been a cooperative student. Said he'd call between 5:15-5:30. He never called the next day I sent a text stating I'd picking picking ***** up and what time would be good. No response. I called the store and left 2 messages. ****** called me back and said **** wanted to talk when I arrived. He convivence to me let her stay until Tuesday. Tuesday my son attended the group training and I arrived after. I was asked to pay the reminder I wasn't informed of a total nor given a statement. I have asked multiple times to be given a full itemized statement. ***** learned almost nothing. I paid somewhere close to $6700.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 23,2021 I had an appointment with K9 Country Club for an evaluation. Spent over $1000 and requested a refund of the $650 paid for hydrotherapy sessions within 3 hours. I realized after being treated so horribly by the staff and owner I did not trust anyone there with my dog would not bring a stuffed animal to them for care. I followed up with an email requesting the $650 paid for hydrotherapy sessions the same evening. They are refusing to refund my money and want me to take product. I already have product my dog won't eat. It was a money grab and at no time was the care of my dog first priority. I was yelled at by the owner for a mistake of the employees I was mistreated from the beginning. The evaluation I paid for gave me no information just that K9 Country Club is run by a dishonest greedy unorganized businessman who does not have a moral code.

  Business response

  10/21/2022

  Hello, I appreciate you feedback and I am sorry for the late response, as I though this case was closed. After looking through the records I show that we did refund the credit card $650 for the unused Hydrotherapy sessions. We were glad that we were able to resolve this. 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. ↩