BBB Logo

Better Business Bureau ®
Start With Trust®
In Wisconsin

BBB Accredited Business since

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company states that they are a pet care facility specializing in dog/cat boarding, dog daycare, animal grooming and vet services/clinic. They also have onsite retail, featuring dog/cat food and toys.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Animal Campus LLC 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 Animal Campus LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 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

2 complaints 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 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Animal Campus LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: March 11, 2008 Business started: 01/01/2005 in WI Business started locally: 01/01/2005 Business incorporated: 04/16/2008 in WI
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Wisconsin Department of Safety and Professional Services
1400 East Washington Ave, Room 112, Madison WI 53703
http://www.dsps.wi.gov
Phone Number: (608) 266-2112
Fax Number: 608-267-0644

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Nancy Meinerz, Owner
Contact Information
Principal: Ms. Nancy Meinerz, Owner
Business Category

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


Additional Locations

  • 10936 W Loomis Rd

    Franklin, WI 53132 (414) 425-5889 (414) 529-0686

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (414) 425-5889(Phone)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

9/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We boarded our dog July 20-26, 2013 at Animal Campus. When we picked him up, he had an eye infection and was extremely matted-so matted it constituted neglect. We fully understand he was running around with other dogs and swimming, but part of paying someone to take care of your dog in your absence is to CARE FOR IT! If this is a common occurrence at Animal Campus, which they insisted after we complained it is, then we should have received notice prior to boarding that our dog would come home so matted, he had to undergo grooming/shaving. Obviously, I would have found a boarding facility that was more caring and aware. They kept insisting I signed a waiver that allowed our dog to get dirty. DIRTY is one thing, getting so matted and contracting an eye infection are two different things. Our dog was so severely matted that three different groomers, including our veterinarian wouldn’t groom him. It was beyond their scope. We spoke with ****** explaining how disappointed we were and her solution was for us to pay to have him groomed by their groomer. We also had to see their vet within 5 days to treat his eye infection, which we had to pay $30.00 for. Our grooming bill was $60.00. I specifically voiced my concern to the groomer concerning our dog’s matts. I was worried that if they had to shave him, they would cut him. The groomer said they were very experienced. My trust level for Animal Campus was pretty low at this point, but considering the fact no other groomer would tackle the matts and our dog must’ve been extremely uncomfortable, I let Animal Campus groom him. He came home with nicks and cuts near his ear. The scabs became infected, When I called ****** to tell her what had happened, she still wouldn’t admit any wrong doing and went so far as to accuse me of dropping our dog off with matts that led to the nicks and cuts that became infected. Really?1? To summarize, we paid to have our dog cared for in our absence. We picked him up with severe matting and an eye infection. The severe matting let to a botched grooming that resulted in infected skin sores. So far, their neglect and wrongdoing has cost us an extra $90.00 beyond what we paid to board our dog. Animal Campus and it’s affiliates won’t admit to any wrongdoing. How is a matted dog, an eye infection, a skin infection, and extra costs our fault? We tried to rectify these concerns with Animal Campus with no luck. Not only has this situation been unhealthy for our dog and frustrating for us, it has been time consuming and expensive.

Desired Settlement: Had we received proper notification prior to boarding our dog at Animal Campus, that our dog would get severely matted and possibly contract an eye infection, we never would’ve have boarded him there. If this is normal business practice, which after the fact, Animal Campus insists is, then customers doing business with Animal Campus should receive prior notice. Certainly had we known that Animal Campus groomers would cut our dog while shaving him so severely that the wounds would get infected-or at least let us know about the cuts so we could’ve monitored the situation, we would never have let Animal Campus groom our dog. We would like a total refund of $307.00.

Business Response: Sorry for the late response to this compliant. Mrs ****** has talked with myself, ******** *******, ************ and ******* at our facility. I feel her use of words to describe the condition of her dog is extreme. We talk to all of our customers about the use of our play yard that has a pond for the dogs to play in. We do have owners sign a contract for the use of that play yard. The boarding manager has spent much time talking with Mrs. ****** and being present at the vet appointment as well as overseeing the grooming. I am sorry Mrs ****** feels a financial settlement is warranted.  We towel dry each dog that plays in the pond after every play time, we do not brush each dog every night.  ***** *******, Animal Campus

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Animal Campus didn’t address my complaint in their response.  There was no explanation as to why my dog was so matted that three other groomers, including our veterinarian wouldn’t tackle his matts.  That is extreme matting!  Also, there was no response concerning my dog catching an eye infection at their facility (sticking me with the medicine cost) and getting cut behind his ear by the groomer-again, sticking me with the additional $57.00 cost.  

When I spoke to ***** on the phone, her response was, “if your child came home from school with head lice would you blame the school?”  If I was paying a babysitter and I came home to my child’s hair tangled to the point her head had to be shaved AND an eye infection, and a cut where the babysitter shaved her head; yes, I would blame the babysitter.  I was paying someone to take care of my dog in my absence and Animal Campus failed to follow through with this service.  

Business Response: The BBB of Wisconsin, Regarding Compliant #*******


I don't know how to respond any different than what Mrs ****** has been told by the manager at boarding and the Doctor at the Vet Clinic.
As far as the matting of **, while he was boarding with us, we were given permission by the ******s for ** to use the "Big yard" ** was in the pond, rolled in the grass and dirt and ran in the woods with the other dogs. Being a longer haired dog this could cause matting. ** was dryed after each play time outside. There was no appointment made by the owners to groom **.
Regarding **'s eye infection. ** ****** saw ** who had Conjunctivites. Which can be cause by any exposure to foreign material to the eye. Which would include and not limited to, grass, dirt, pond water (lake, puddles,water of any kind), allergies, other dogs slobber(while mouthing or playing), twigs, leaves, etc. ** played  and had a good time and was exposed to nature. Animal Campus paid for the office visit ($45.00) and the ** ****'s paid the perscription ($28.75). If it would help to send the waiver that is signed by all clients, including the ** ****s let me know.  ***** *******/Animal Campus

Consumer Response:

I stand by my original complaint.  I paid to have my dog taken care of in my absence.  I came back to an extremely matted dog----not just dirty from grass, mud, pond water, etc.  My dog was so matted that three groomers, including a veterinarian wouldn’t tackle the matts.  Animal Campus can call it “exposing my dog to nature, playing with other dogs, etc.”  When you’re paying someone to care for your dog, you expect it to be cared for.  

Animal Campus claimed I didn’t make an appointment with the groomer?  Like this was a service included with the boarding?  It’s $57.00 extra.  We took him to our groomer after we picked him up.  Unfortunately Animal Campus let him get so matted that no other groomer was capable of handling the severe matts.  We paid $57.00 to have ** groomed by Animal Campus and the groomer proceeded to cut the skin behind his ear which led to an infection that we had to treat on our own.  

To summarize, I paid to have my dog taken care of.  I came back to a dog that was severely matted and had an eye infection. Animal Campus groomed my dog and cut him, which led to a skin infection.  If Animal Campus is a “one stop pet care facility” as advertised on their website, then I object to the way they take care of animals.  


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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

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.

1/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dropped off my dog saturday at 8:00am .Instructed representative at desk that dog food wrapped in individual bags marked lunch,dinner and breakfast were in bag along with treat for the night and a bag of carrots for treats.picked up pet sunday at 8:00am noticed treat was never given to my pet.notified representative.arrived home and opened bag.none of the food had been given to my dog.they stated dog was given a bag of food and didn't eat it.i asked then why wasn't i notified in the report card given at the pickup of my pet.if he wasnt eating i would like to know.employee would not admit guilt.they agreed to refund my pets stay.i just don't want this to happen to another pet.as stated all of the food bags were still in the large bag i brought along with his treat and blabket and bone.

Business Response:

I spoke with Mr ********** the morning he picked up his pet in regard to his complaint and  I assured him that I would look into his situation.

What I was able to find out was that Mr. ********** made a reservation for his dog "****" dropping off on 12/3/11 in the AM and picking him up on the 4th in the PM.  He left instructions to feed **** morning, noon, and night which would have given us four (4) bags of food.  He also supplied carrots and a kong for snacks.   **** had eaten at home the morning of drop off.

Our kennel staff recalls receiving 4 bags of food from Mr. ********** along with carrots and his kong when he dropped **** off.  Mr. ********** insists he gave us 3 bags of food.  There is no explanation for the discrepancy in the amount of food left for ****.

When **** was fed at the noon feeding (his first feeding with us) he did not eat all of his food so when he was fed again at dinner time, a new bag of food was not opened.  That would account for the 3 remaining bags we sent home with **** on the morning of December 4th. He did not eat again.

I agreed with Mr. **********, **** had not eaten all of his food at noon and did not eat at dinner and that should have been indicated in ****s report card. 

Our staff members involved were disciplined and we reimbursed Mr ********** for ****'s stay.

 

Respectfully,

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

Animal Campus

 

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

3 BAGS OF FOOD WERE DROPPED OF.**** ATE AT 6:00AM AT HOME,DROPPED OFF AT 8:00AM AT KENNEL.INSTRUCTED REPRESENTATIVE 1 BAG OF FOOD FOR LUNCH,1 FOR DINNER AND 1 FOR BREAKFAST.NONE WERE OPENED .ALSO HIS TREAT (KONG) WAS NOT GIVEN TO HIM.THE BAG I DROPPED HIM OFF WITH WAS NEVER OPENED BY THE KENNEL.AS ADMITTED BY THE KENNEL THEY DID NOT INDICATE THAT HE SUPPOSEDLY HAD NOT EATEN.AS A DOG OWNER I FEEL IT WOULD BE THEIR JOB TO TELL ME IF HE HAD NOT EATEN.THIS IS BECAUSE THEY NEVER FED HIM.I JUST DON'T WANT ANOTHER PET OWNER TO HAVE TO GO THROUGH THIS.IN ADDITION MY DOG HAD STAYED THERE PREVIOUSLY AND ATE JUST FINE.IT'S JUST TOO BAD THEY CAN'T ADMIT A MISTAKE.THAT'S ALL IT WOULD OF TAKEN AND THEY MIGHT HAVE KEPT A CUSTOMER.

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.

1