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In Wisconsin

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Description

This company states it offers daycare for dogs and puppies, with support offered for house-training, basic obedience commands, and leash walking. The business offers optional pet taxi service to the location, as well as boarding, training, and on-site spa and grooming. Additional services include off-site pet sitting, dog walking, dog park/cat sitting (including plant care, mail, lights, and waste cleaning).

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Dog Haus 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Dog Haus include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Dog Haus
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: May 29, 2007 Business started: 11/14/2005 in WI Business started locally: 11/14/2005 Business incorporated: 10/17/2005 in WI
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Angela D. Schuldies, Co-owner Mr. Nathan D. Mathis , Co-owner
Contact Information
Principal: Ms. Angela D. Schuldies, Co-owner
Business Category

Pet Day Care Pet Services Pet Kenneling Services Pet Boarding & Kennels Pet Grooming Pet Training Pet Transporting Pet Sitting Services Pet Boarding - Dogs Pet Training - Dog Pet Care (except Veterinary) Services (NAICS: 812910)

Hours of Operation
M: 6:00 AM - 6:30 PM
T: 6:00 AM - 6:30 PM
W: 6:00 AM - 6:30 PM
Th: 6:00 AM - 6:30 PM
F: 6:00 AM - 6:30 PM
S: 8:00 AM - 10:00 AM
Su: 11:00 AM - 1:00 PM
Weekend hours are for boarding pick-ups/drop-offs. Please call for holiday hours.
Service Area
Pet taxi offered weekdays only with a flat-rate charge within a 10-mile radius; extra rates apply within a 20 mile radius of location.
Alternate Business Names
The Dog Haus Dog Daycare The Dog Haus Dog Daycare LLC

Additional Locations

  • 410 Atlas Ave

    Madison, WI 53714 (608) 241-3647

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Complaint Detail(s)

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My dog contracted hookworms, almost certainly from Dog Haus day care.  The employee's and owner failed to report a key symptom of poop eating for a month.  When confronted with hookworm results, the failure to report symptoms, the poor cleanup practices as photographically documented, and lack of parasite screening requirements for day care, *** ***** was evasive and tried to blame us. From second visit, we had ongoing dialogue about how our dog came home with diarrhea after day care.  Every time we would go in we would ask about his poops as the symptom started shortly after first attending, and asked about treats or other things that might be contributing to the sudden diarrhea.  *** ***** suggested that it was probably drinking too much water.  Our vet informed us that this is not possible based on Dog physiology and suggested maybe stress as the diarrhea was the only symptom and intermittent.  Little did we know the Dog Haus employees were hiding the fact that our dog was eating poop at day care. We found out about the poop eating accidentally when my wife asked if he had eaten his lunch, since after a month of untreated parasites, he was losing his appetite.  The employee said "yup, he gobbled it right up."  To which, my wife responded with a surprised "really?" since his appetite was starting to get very sketchy.  After a little back and forth, it turns out the employee thought my wife said POOP, not FOOD!  And more digging revealed that apparently our dog was an avid poop eater at day care.  They assumed we just knew.  Of course this had never happened at home since we clean up immediately and take him out on a lead for bathroom breaks.  And since poop eating is a symptom of parasites which he did not have before attending day care. We had a meeting with *** ***** *****.  She suggested that poop eating is fairly common and around 10% of there dogs eat poop.  She suggested that her staff might not have communicated it well because of shift changes and because poop eating is so common at The Dog Haus.  Note that we had the diarrhea conversations both at drop off and pick up with both shifts of employees many times over during the month.  She did try to appease us, then left us with a comment that made me feel uneasy due to the cynicism of it.  She said her and here employees frequently joke about whether they would rather have a poop eating dog, or one that rolls in poop? Anecdotally, by way of conversation with other day care providers, 10% is very high, and likely due to a parasite being passed around at The Dog Haus.  It also begs the question, why is there so much opportunity to eat poop at the facility.  And are other pet owners informed when their dog eats poop at daycare?  After finding out about the poop eating we promptly had our pet tested for parasites.  The result came back positive for hookworm.  We immediately pulled our pet from daycare and informed *****, passing along our vet’s opinion that the most likely place of exposure was day care. ***** responded evasively.  She pointed to various different behavioral causes of poop eating in dogs ignoring the fact that it is a symptom of parasites.  She also suggested our dog got it at home from sniffing while on walks, in spite of the fact that symptoms started when there was still a foot of snow on the ground. She also pointed out that the our pet sometimes had fiber in his poop from a toy or something which is likely given that our dog was a teething 8 month old puppy when he started day care.  This ignores the fact that no amount of fiber causes HOOKWORM. Looking back, it was a mistake to choose Dog Haus.  It is noteworthy that top tier doggy day care providers require regular negative fecal exam results before taking on a pet unlike Dog Haus.  They also give full tours.  We were never given a tour of the back where they let the dogs out.  We did walk through to see it from the back parking lot on the last day of care and took photos of feces collected within the pen, and streaks of feces leading from the pen to the storm drain in the parking lot.  There was feces strewn about outside of the run and along the edge of the run as well. A direct quote from one of *****’s defensive email: “In regards to the fecal exams, we do not require them for several reasons: *because they don't always show a true result (as noted in the article I listed below) *each dog is followed by a vet (as shown by the vaccine requirements) and each vet has their own thoughts on fecal testing and will discuss that with *** *****s *we use thorough cleaning processes inside and outside to address all health concerns associated with having dogs interact and having humans and dogs interact” I do not trust Dog Haus, and believe their problems are systemic starting with *** ***** who lacks the character and professionalism to take ownership and lead a team.  She also shows an appalling lack of concern for the pets in her care, all of which were exposed to hookworm in here environment.   I do not have faith that the issues will be resolved.  I strongly advise against trusting them with your pet. Our pet is recovering quite well and has his normal energy back, his appetite back, and his poops are normal.  This is good news considering the long term damage and even death that can be caused by untreated parasites. As an aside, no refund was offered for the unused portion of our day care package, which when compared to the well being of my pet, is not such a big deal.  It is just one more fact supporting *****'s lack of professionalism.

Desired Settlement: I would settle for an apology and refund for unprovided services.  We have four unused days on a five day package.

Business Response: We addressed all concerns with this customer via professional and thorough verbal and written communication, and put a refund in the mail the next business day after their email complaint was received (this was mailed today 4/7/14). We do not feel this review is accurate or truthful. We stand by our policies and the experience that all of the dogs have here at The Dog Haus. We do give complete tours of all areas, including a visual tour of areas where dogs are loose and customers cannot be allowed in the area for insurance purposes. We welcome all feedback and continue to strive for an even better experience for all customers and dogs.

Business Response:

I attempted to resolve concerns that the person had via a verbal conversation, and we put plans in place that go above and beyond our normal procedures to accommodate their concerns and they continued to bring their dog in to daycare at our facility.
 
The BBB does a thorough investigation of businesses applying to be a member, and gives each business a rating based on all of the aspects they look at.  We have the highest rating possible in the BBB membership so obviously in our 8 1/2 years of business the BBB felt we were doing an outstanding job.
 
This person called the City Planning Department and the Health Department about their concerns, both of which have come out and inspected our facility and have found nothing wrong with our processes.
 
This will be the last time that I respond to this person's complaint as I find it inaccurate, slanderous, offensive, and an attempt to defame my personal character.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

*** ***** has claims I was untruthful and slanderous without specifying which of my claims she disputes because she can't dispute them.  She is angry because the facts cast her business and her leadership of it in a bad light.  The facts speak for themselves.  If you are comfortable as a pet owner with how she handled the situation with our dog, by all means, trust her with your pet.  If on the other hand, you expect communication of symptoms or exposer to parasites, and a day care provider that tries to prevent dogs in their care from eating poop, look elsewhere.  In fact, as I've learned through this experience, top tier providers require regular fecal tests from clients dogs to prevent parasites, they identify poop eaters and supervise them to prevent it, they keep the environment free of poop by cleaning it immediately, they provide daily written reports on all dogs in their care that include any behavioral abnormalities or possible symptoms of illness, and they pass along information of possible exposure to parasites if they become aware of it in any client dogs.  Ultimately you need a partner in dog care when you find a day care provider.  Dog Haus is not good partner in pet care.

 

Regards,

******* ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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