Complaints

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I boarded my dog at Ashcroft Oct. 12-16, 2023 where he was bit while in his own kennel/room due to the negligence of Ashcroft. The manager said my dog & the dog in the kennel next to him were fence fighting but they did not separate the dogs (even though I requested he not be near other dogs or in any play groups). As a result, my dog's paw was bitten through the fencing that separated the dogs. The manager took my dog to an emergency vet where he needed 4 stitches and was prescribed 3 medications. He was bandaged & an e-collar placed around his neck. The manager, Shawn, admitted fault & said they would no longer board larger dogs next to each other to prevent this from happening in the future. Unfortunately the facility also failed to follow the specific instructions from the vet that required the wound stay dry. They placed a bowl of water in my dogs room & they said he knocked it over on October 15th, requiring a 2nd trip to the emergency vet. The vet saw that his bandages were soaked through all the layers & consequently, the stitches came out & he lost his paw pad. His wound was now more serious, requiring bandage changes every 2 days until the wound healed (estimated at 4-5 weeks). I picked him up on Oct. 16th & took him to his 1st follow up visit that day. He required 6 more exams after that to clean the wound & get a bandage change. I have had to keep the wound dry, limit his activity & medicate him for 4 weeks. Although the wound now has a scab & we don't require any more visits, the paw pad is not yet back. I've spent over $800 on visits & the $189 they charged for the time he was boarded at the facility even though they were negligent and did not keep him safe. At pickup, no one spoke to me about his medication, I wasn't given any of the paperwork regarding his aftercare & they ignored my calls for over a week. I requested a conplete incident report & was given an incomplete report. Ashcroft denies negligence & will not pay for the vet bills incurred.

*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. ↩