Complaints

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:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My husband and I own three dogs, two ******** Deerhounds, one of which is a puppy, and a 5 yr. old, ******* who stayed at the boarding kennel, Break of **** Farm and Kennel located at ******************************************************************* from August 29 to September 4, 2022. When we dropped our dogs off, they were healthy, in good weight, and free of injury or illness. When we picked the dogs up on Sept. 4, 2:30 PM, the Deerhounds were covered in sores and cuts, possibly made worse by chemicals, and the puppy was dying. I was met with two very young girls, one of which looked like a child.The puppy was very sick. He was unrecognizable in body and spirit. This is what I observed in the puppy:-- Tail tucked, head bent down, limping, no greeting - Weak, barely able to walk or stand - Shying away from people, including owners, clinging to the fence, hiding from people - Cuts and sores on his hip, elbows, feet, paw pads, ankles, and legs the sore on his hip was so bad that it later had to be shaved and treated that sore was causing the limping - Green, brown, and yellow mucus dripping thickly from his nose - Dull eyes with third eyelid up - Clear signs of emaciation, he was very underweight - Unresponsive to his name or being called - Wheezing, coughing, increased breathing rate, clear respiratory distress - Fever later confirmed by vet The kennel never contacted us to say the dogs were getting sores, losing weight, or that the puppy was very sick, and never got my puppy any vet care. That is breaking the law. They neglected my animals, and almost caused the death of my puppy. He had aspiration pneumonia and was in the emergency vet for two nights. The owner never called us and showed little care. She submitted our vet bills to her insurance, but will not refund us for the dog's stay. We are asking her to pay us the $540 refund she owes along with the difference of the vet bills the insurance didn't cover, which was $500. Total: $1,040.

  

  Business Response

  Date: 11/14/2022

  
  
  

  To whom it may concern,

   

   

  Please find attached the response to the complaint presented by ******** to the BBB.

   

  please contact me with any questions.

   

  *****

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The owner, *************************** is lying. We paid them $540 cash as they do not take credit/debit card. If the owner didn't receive that payment, then perhaps her staff stole it but that is not my problem. We still insist that they reimburse us for the three dogs' stay at $540. According to their own boarding agreement forms (see attached), "No boarding animal will be released until all charges are paid in full." By releasing our animals into our custody when we picked them up, they were confirming that we complied with their own policy and therefore, confirmed our payment in doing so. 

  
  

  Further, you can see the publicly listed boarding prices on their website (see attached) at $30/day/dog. Our three dogs were there for six days, which totals $540. Additionally, we demand they pay the deductible from their insurance company, which was $500 - that means we still have $500 owed in outstanding vet bills. Total they owe is remains: $1,040

  
  Regards,
  
  *******************************
  
  
  
  
  

  Customer Answer

  Date: 11/15/2022

  Hello, 

  I do not have a receipt. The staff never gave me one, they just took my money and pinned it to a board with a yellow carbon copy of a record of some sort. I do have all the vet bills as well as several emails from *************************** in which I detailed what happened and requested she give me a full refund for the kennel fees and all vet bills. She confirmed in these emails she understood what I was asking for and would get back to me. She never once made the false statement that I did not pay for the dog's stay. That not only makes no sense for their business model, but is not in keeping with their own policies. Would you like the copies of the emails?

   

  Thanks,

  *******