Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday March 6th I arrived around 4 pm EST to the facility to pick up my dog (****) from dog care. When I arrived multiple dogs greeted me at the exit gate including ****. There was one trainer watching the dogs when one dog became gate aggressive with **** and proceeded to pin **** down. Once **** was able to escape **** ran away which then ensued this aggressive dog and others to corner **** in a dog pile which included at minimum 8 dogs. The trainer was unable to retrieve my dog right away and it took her around 1 to 2 mins to obtain ****************** was bit and scratched within this process. I then received a message from a former staff member that this has been a known issue to the owner and dogs actually do not have up to date rabies vaccinations despite the owner confirming to me all have been checked and confirmed ***. I would like to complain that the facility is allowing aggressive behaviors dogs despite providing a observance day at the cost of the owner to ensure the dogs at day care are not aggressive. I also do not believe their record keeping practices are best if vaccination records are told to be out dated.

  Business response

  03/11/2024

  Both as a business and on the personal side, I deeply apologize for the injury to **** while in our care and are taking strides to ensure that this won't happen again. 

  This past Friday I met with ****** at Planet Canine and discussed the incident as well as plans for correction and improvements. I also refunded the cost of the veterinary bill and will continue to reimburse future vet bills for **** resulting from this incident.

  Our accountant is researching a computer program that will flag us in a timely manner when rabies have expired for a day care dog. We'll then be able to contact the owner and request updated rabies copy.

  We are brainstorming how we can accommodate small dogs in an xpen (separate from larger dogs). This will need to be set up in such a way that the dogs have access to potty outdoors and access to the front gate when being picked up.

  We have begun crating more dogs than in the past during pick up times, giving them a rest mentally and keeping the gate stimulation safer and lower. We have also hired more staff.

  I appreciate ******'s honesty and graciousness. I have assured her that as these changes are implemented we will keep her updated.

   

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