ComplaintsforCanine Country Club

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my dog, ****, off at the Canine Country Club on December 28th, 2023 around 2:30pm for a 6 night/7 day stay. I was thrilled because of how the employees and their website described their property. When I dropped him off, I left his bed, food bowl, and my backpack filled with treats and toys. I also let the front desk know that I rescued **** within the last two months from a kill shelter where he experienced extreme kennel stress. I asked that them to keep an eye on him and if he exhibited symptoms of stress to call me. The first caveat that presented was that they would not let me see the area he would be staying in which made me uncomfortable. Another, was a young girl quickly came and took him without letting me say goodbye. I pushed aside my criticism, however, and placed my trust with the company. On Wednesday the 3rd of January, I picked him up. They handed me all my belonging and we headed home. Upon arrival, I quickly noticed himself, his bedding, toys, and my backpack were drenched in urine. I had to throw everything away and wash him. After 2 baths he still reeked and I had to pay to get him groomed. I was frustrated but once again pushed my feelings aside. Within the next few days, I noticed he had bilateral bruising in his ears, was very dehydrated, extremely skinny, attacked my other dog and myself (whom he has never showed aggression to), was incredibly anxious, and threw up. All of these behaviors are out of character for him. Needless to say I am worried/frustrated. I did some research, which I made the mistake of not doing beforehand, and all the reviews are 1 star and reiterating the symptoms of abuse my dog is exhibiting. I've attempted to contact the owner, ****, for over a week now, and have not received a response. The manager, not the owner, did call me on 01/10 with a horrible attitude and tried to explain I didn't know what I was talking about and that she would only give me a 25% refund. No animal should be in their care.

  

  Business response

  01/18/2024

  I did ask my manager of 25 years to call *********************** due to her 1st hand knowledge of the kennel.  **** was placed in a large run that was right next to where we do tours.  I am told we were aware he was a rescue dog but no anxiety was observed during his stay.  We have lots of experience with rescues as we have housed thousands of them over the years.  His water was checked daily as it is for all dogs.  Staff stated that his bowl was continually replenished though it was never out of water.  This is a primary task we do every day all day.  He got along well with his neighbors but had there been an issue, we would have moved him for his comfort and his neighbors.   We cannot speak to his behavior at home.  Due to the length of stay, he was entitled to a COMPLIMENTARY  bath which he received the morning of the 3rd.  If he smelled as bad as described, we could have and would have taken him back for another bath.  Since it was over six hours from his bath before he was picked up, staff should have checked him again before departure for cleanliness.  Because this observation was made after the fact, we elected to offer a 25% discount off of the boarding fee.  The days he was dropped off and picked up are our two busiest of the year.  Taking him back "quickly" is to keep the lobby from getting crowded.  If *********************** felt the need to say goodbye, we would have happily accommodated her.  We will extend the discount to 50% but no more.  We were able to accommodate a last minute reservation during the busiest time of year and provided a needed service.  **** was well cared for.

  Customer response

  01/18/2024

  I do not accept your offer for 50% back. 

  First, I asked to speak to the owner, not the manager. After 25 years of service, I would expect her to have better customer service as she was rude and demeaning. She claimed that **** lost weight because he was running and playing with dogs all day. I questioned her claim, however, because I was told at drop off that he would only be let out of his kennel for short periods in the morning and night. She quickly retracted her statement and said correct because I didnt not pay for out of kennel playtimes. So I asked again why my dog lost a significant amount of weight and she could not answer. Besides the fact, I asked to speak to the owner. I have called nearly every day for two weeks and he still has not bothered to respond to me (yet was able to respond to my complaint on this platform). 

  Secondly, he may have received a bath the morning of pick up, but somehow smelled so bad 6 hours later. That makes me wonder how filthy his kennel was and if he was being let out to use the bathroom at all during his stay. Nonetheless, my backpack, his bedding, his toys, and himself were saturated with urine. I had to throw everything away. Leaving me to spend even more to replace damaged items due to your lack of care.

  All my claims are supported and proven by the countless claims people have left on yelp and ****** reviews about your establishment. All of which reiterate my complaints. This is unacceptable, unprofessional, and extremely disappointing. This establishment is abusing animals. 

  

  Business response

  06/07/2024

  This complaint was from a stay in December of 2023.  We offered her a generous 50% discount off her boarding and heard nothing back.  Now six months later we are asked to respond again.  We will refund her entire boarding fee even though the circumstance described are not accurate. A few notes-We do not let dogs out.  **** was in a kennel that had a 15' run which allows him to play with dogs around him without leaving his run thus getting more exercise than most get at home. Second, we give a "Complimentary" bath to new customers who have stayed with us for at least three nights.  We give baths in the morning and **** did not go home until 5:34 that evening.  If he was dirty at departure he should have been cleaned again.  We will issue a check for the entire $240 when we hear back.  

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