Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son dropped his dog off at Sunny Acres Kennel in excellent health with all shots up to date for boarding for 5 days total in May 2024. The cost was $16 dollars a day and the information sheet we had to fill out indicated that, should the dog become seriously ill, the owner shall be notified at once and taken to the Veterinarian of choice provided by the client. Upon picking up the dog from the Kennel, a large, deep gash was noticed immediately on the dog's paw. When questioned, the business indicated they did not know about it and did not know how it happened. The Kennel insisted they would not pay for medical bills or give a refund. We immediately had to go to the Veterinarian, which stated that the wound was days old and severely infected. Please note that the kennel would not have taken the dog had there been such a serious injury prior to admissions, and we are confident the dog did not have a cut prior to dropping him off at the Kennel. The dog had to be put under anesthesia, given several stitches and was prescribed severe antibiotics to stop the infection. Had the Kennel done what they stated they would do in the unfortunate circumstance of injury or illness; this could have been mitigated. Sunny Acres Kennel had no compassion for the injured dog and showed no remorse in the way they handled the situation.

  Customer response

  06/03/2024

  Would like to add Vet bill for $293.00 from *************************************** and Veterinarian's note and break down of charges on the same day we picked the dog up from the kennel which states that it was highly infected and the injury was 2-3 days old.   Attachment 1 & 2

  Follow up visit $164-  wound check and prescribed higher dosage of antibiotics,

   

  Add to the $80 kennel fee, $293 vet fee, $164 vet fee. Total want to be compensated for negligent handling of dog   $537

  Customer response

  06/12/2024

  Hi ******,
  
  I am deeply concerned about the lack of response from Sunny Acres Boarding Kennels to my initial complaint and the subsequent letter from BBB, which granted them an additional 10 days to respond. I am unsure of the next steps to take in this situation and would appreciate your guidance.
  

  If our dog was hurt by accident, it happens, but the negligence and uncaring way that the boarding facility had no idea what happened is unacceptable.  I provided the doctors note, which said the injury happened several days prior to picking him up.  If their staff didnt notice a whole lot of blood or that he bore his weight or even walk. It almost means to me that they didnt care for him, feed him, or even look in on him.  Sunny Acres should accept responsibility for the negligence of its care. Had they/we known about it or Sunny Acres taken care of immediately,  it would not have become so infected.  We had to provide our vets number on the drop-off form in case something happened, but not a call from them on any of the numbers we provided to them.  I have some gruesome pictures of the wound at the kennel on our arrival and at the vet if needed.
  
  What is my next step?  Do we know for certainty that they received the complaint?
  
  Thanks for any help that you can provide.
  
  ***************************
  ************

  Business response

  06/15/2024

  the dog in Question was noticed to be favoring his paw. I asked the help and they thought it might have been that way on arrival. there was no evidence of blood in the pen and there was no need to notify owner or contact the vet. our contract states that we are not responsible for vet bills for customers dogs.

  Customer response

  06/24/2024

  I am rejecting this response because:   The dog in question was NOT injured upon arrival.  He could not even walk out of there.  The contract stated if injured, owners would be contacted immediately.  We were not contacted thus his paw getting very infected before us picking him up.  There is the vets response (that was previously submitted) that states the injury happend 3-5 days before and was not cared for thus becoming so infected.  He was there 7 nights.  If he was that injured upon arrival, they wouldn't have accepted him or at the very least wrote it on his chart.  We want full refund of vet bill and boarding care for their negligence.

   

  Pictures will not post on this site but can send them seperately if desired.

   

  Customer response

  07/23/2024

  I did not see this message until today.  I am out of town until 7/31.  I will send a picture of the contract then.

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