Animal Campus

Review: We boarded our dog July 20-26, 2013 at Animal Campus. When we picked him up, he had an eye infection and was extremely matted-so matted it constituted neglect. We fully understand he was running around with other dogs and swimming, but part of paying someone to take care of your dog in your absence is to CARE FOR IT! If this is a common occurrence at Animal Campus, which they insisted after we complained it is, then we should have received notice prior to boarding that our dog would come home so matted, he had to undergo grooming/shaving. Obviously, I would have found a boarding facility that was more caring and aware. They kept insisting I signed a waiver that allowed our dog to get dirty. DIRTY is one thing, getting so matted and contracting an eye infection are two different things. Our dog was so severely matted that three different groomers, including our veterinarian wouldn’t groom him. It was beyond their scope.

We spoke with [redacted] explaining how disappointed we were and her solution was for us to pay to have him groomed by their groomer. We also had to see their vet within 5 days to treat his eye infection, which we had to pay $30.00 for. Our grooming bill was $60.00. I specifically voiced my concern to the groomer concerning our dog’s matts. I was worried that if they had to shave him, they would cut him. The groomer said they were very experienced. My trust level for Animal Campus was pretty low at this point, but considering the fact no other groomer would tackle the matts and our dog must’ve been extremely uncomfortable, I let Animal Campus groom him. He came home with nicks and cuts near his ear. The scabs became infected, When I called [redacted] to tell her what had happened, she still wouldn’t admit any wrong doing and went so far as to accuse me of dropping our dog off with matts that led to the nicks and cuts that became infected. Really?1?

To summarize, we paid to have our dog cared for in our absence. We picked him up with severe matting and an eye infection.

The severe matting let to a botched grooming that resulted in infected skin sores. So far, their neglect and wrongdoing has cost us an extra $90.00 beyond what we paid to board our dog. Animal Campus and it’s affiliates won’t admit to any wrongdoing. How is a matted dog, an eye infection, a skin infection, and extra costs our fault? We tried to rectify these concerns with Animal Campus with no luck. Not only has this situation been unhealthy for our dog and frustrating for us, it has been time consuming and expensive.Desired Settlement: Had we received proper notification prior to boarding our dog at Animal Campus, that our dog would get severely matted and possibly contract an eye infection, we never would’ve have boarded him there. If this is normal business practice, which after the fact, Animal Campus insists is, then customers doing business with Animal Campus should receive prior notice. Certainly had we known that Animal Campus groomers would cut our dog while shaving him so severely that the wounds would get infected-or at least let us know about the cuts so we could’ve monitored the situation, we would never have let Animal Campus groom our dog. We would like a total refund of $307.00.

Business

Response:

Sorry for the late response to this compliant. Mrs [redacted] has talked with myself, [redacted] and [redacted] at our facility. I feel her use of words to describe the condition of her dog is extreme. We talk to all of our customers about the use of our play yard that has a pond for the dogs to play in. We do have owners sign a contract for the use of that play yard. The boarding manager has spent much time talking with Mrs. [redacted] and being present at the vet appointment as well as overseeing the grooming. I am sorry Mrs [redacted] feels a financial settlement is warranted. We towel dry each dog that plays in the pond after every play time, we do not brush each dog every night. [redacted], Animal Campus

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Animal Campus didn’t address my complaint in their response. There was no explanation as to why my dog was so matted that three other groomers, including our veterinarian wouldn’t tackle his matts. That is extreme matting! Also, there was no response concerning my dog catching an eye infection at their facility (sticking me with the medicine cost) and getting cut behind his ear by the groomer-again, sticking me with the additional $57.00 cost.

When I spoke to [redacted] on the phone, her response was, “if your child came home from school with head lice would you blame the school?” If I was paying a babysitter and I came home to my child’s hair tangled to the point her head had to be shaved AND an eye infection, and a cut where the babysitter shaved her head; yes, I would blame the babysitter. I was paying someone to take care of my dog in my absence and Animal Campus failed to follow through with this service.

Business

Response:

The Revdex.com of Wisconsin, Regarding Compliant #[redacted]