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BBB Accredited Business since
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This company provides kennel, boarding, day care, exercising, and grooming services for dogs and cats.
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A BBB Accredited Business since
BBB has determined that Canine Country Club meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Canine Country Club include:
- Length of time business has been operating
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Greg Donahue, Member
Pet Boarding & Kennels Pet Exercising Service Pet Grooming Pet Sitting Services Pet Services Pet Boarding - Dogs
Alternate Business NamesCanine Country Club and Feline Inn GDL, LLC
2332 E. Washington Street
Phoenix, AZ 85034 (602) 244-8171 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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BBB Reporting Policy
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: I just recently went on vacation, and boarded my 2 dogs at the Canine Club, because there was a ******* deal for their establishment. I had never used this company before, nor had I ever boarded my 2 dogs prior to this. When I left the dogs there on April 24th, they were clean, healthy, and up to date on all of their vaccinations. Upon dropping them off, I was informed that the dogs at the club were never brought out of their runs during the day, meaning that they were left to stay in their own feces and urine in their runs. Upon hearing this, I paid extra money to have them brought out of their runs on 2 days for play with other dogs. I was not informed of this charge when I first called in to the establishment. During my vacation I called to check in on the dogs, and was met with one word replies by the very rude desk lady, who did not give me any details of how the dogs were doing. When I finally picked them up yesterday, they both stunk extremely badly, their hair was matted and greasy, and they had terrible breath, and my black yorkie was emaciated and slightly lethargic. Upon bringing them home, they immediately ran to their water bowl as if they had been deprived of water during their time at the club. All of last night and today, my yorkie had very loose, very ***** green diarrhea, and she was lethargic, so I was forced to take her to the emergency veterinarian. They couldn't squeeze her in today, but said they want to see her back tomorrow as she appeared very ill. Never in my life have I read such terrible reviews of a company, and this seems to be a trend of theirs that I have seen all over yelp and other internet searches. My dogs were left to remain in their own filth for 5 days, they were not taken out to go to the bathroom, nor were they fed or watered properly, as my yorkie is 1/2 a pound lighter than she was when I dropped her off, which says alot, as she is only 5 1/2 pounds. I would never recommend anyone to drop their pets off at this place if they actually care for them, and now I am forced to pay extra expenses for a veterinarian to correct the health problems that occurred with my dog while she was there.
Desired Settlement: I would like a refund of either part or all of the expenses paid for my dogs' stay at this facility, to cover the costs of veterinary bills incurred from leaving my dogs in this dirty establishment. If this cannot happen I will be contacting local authorities and agencies for an investigation of the practices of this business.
May 4, 2015
Problems with Product/Service
Read Complaint Details
Complaint: I'm writing to the ****** because quite honestly I don't know who else to contact. Enclosed is a copy of my letter to Canine Country Club regarding the resent stay for our dog ***** and
Desired Settlement: I would expect a response to the letter and some sort of help with the expense we have had as a result of your kennel.
I have reviewed the response made by the business in reference to complaint ID 9727213, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In answer to your letter of 10-01-13 the dispute has not been settled with Canine Country Club. I have not heard from Mr. ******* except through ***. We are still finding ticks on our dog and in our house.
I am in receipt of Mr. ******* response. I understand his feelings about his dog having ticks as we go to great measures including offering individualized treatment for each dog. This treatment is the ONLY way you can be sure a dog will not get ticks. As I mentioned to Mr. *******, our facility is an indoor/outdoor facility and we cannot guarantee that a dog will not get ticks regardless of the efforts expended. You can ask the same of any vet's office and they will tell you the same if they understood the facts. While he stated they have never had ticks before, a dog is exposed anytime they go outside. That is why these products are available. I have never disputed that the dog could have received the ticks here,but she could have gotten them anywhere.
Problems with Product/Service
Read Complaint Details
Complaint: We dropped our three dogs off on Friday, 9.21.2012. We left instructions for them to be kenneled together and that if the eldest, 14, got too hot to move her into the air-conditioned suite, as she has some health issues. On Saturday, they called to say that the two of the dogs got into a minor scrap over food, but they checked everyone over and their were no injuries. The older dog, they said, had a small limp in her front paw, but they nothing wrong with it. We figured it might be the arthritis that she has in that paw, and so figured, based on their description, all was well. When we got the dogs back Sunday at 5:30pm, all three have eye infections. Our eldest, they said, seemed a little small, so they gave her her own room. When we got her, she was in shock. Her front leg is seriously swollen from a deep puncture wound, that has matted hair from oozing. She was almost totally despondent. She also has a small clip on one ear. They told us when they gave her back that they bathed her, because she seemed uneasy (not sure who baths a dog because it makes them calmer). They did not bath her to calm her, they bathed her to wash all the blood off from the wounds they never told us about. Had we known Saturday, we would have had her taken to a vet. She is now in an emergency clinic for a severe infection in her leg (also a severe infection that swelled like a balloon in 24 hours, and from the reviews I have now read, probably due to how unclean the place is), and severe dehydration. She is on an IV to hydrate right now, and this vet visit is costing us about $550. What's worse, had we been held up on our way home, and we got there after they closed, she likely would have died from both the shock and dehydration.
Desired Settlement: I would like for them to pay part of the vet bill. I understand that a dog fight can happen, but her condition was severely exacerbated by the poor treatment she received and their lies to us about her condition. I would also like them inspected. I have read many reviews online, which I wish I read sooner, and I am not the first person to have a complaint of their dangerously poor care.
MESSAGE FROM BUSINESS:
In this customers complaint, they claimed we lied to them about the scope of injuries. I spoke to both the wife and husband separately. In both calls we discussed what happened and our willingness to help with their bills even though the injuries came from their own dog's interaction. I asked the husband what our motivation for lying to them since the injuries were from no fault of ours? Two of their dogs attacked the third. They had asked that they be placed in the same run even though we were later told that they fight sometimes. Most customers that have dogs that fight usually inform of this in advance or at least ask us to separate them. That did not happen with these dogs.