Bluegrass Kennels, L.L.C.

Review: Unfortunately I have more than one complaint with this company. My wife had taken our two dogs to have them boarded over Thanksgiving. When she dropped the dogs off she was advised there was an $18.00 charge per dog per 24 hours. My wife made sure to clarify the fee was for a 24 hr period. When picking the dogs up they charged for 3 days even though the dogs were at their facility for less than 48 hours. They were dropped off on 11/26/14 at approx. 5pm and picked up on 11/28/14 at approx. 130pm. When picking the dogs up they advised because it was past 1130am they change an addition day. This was not advised or made clear when they dogs were dropped off. They staff also lost our larger dog ([redacted]) and did not know where he was. They brought out someone else’s dog and would have allowed me to take him if I hadn’t complained. It took approx. 15 minutes for them to find my dog. The staff readily admitted to having [redacted] mixed up with someone else’s dog for the time he was there. Our dogs were supposed to be kept together and we brought they special food for their diet. So our dogs were not kept together or given their own food as was advertised. Our smaller dog ([redacted]) had just been to the vet and was on medications. They kennel advised this would not be a problem and they would make sure they gave it to [redacted] as proscribed. [redacted]’s medications were not returned when picking the dogs up. When my wife talked to the kennel after I picked up the dogs they again admitted to not know where [redacted] was while he was in there care and when questioned about the billing and how they advised it was for a 24 hours period the said well and hung up on her and would not answer the phone when she attempted to call back.Desired Settlement: My desired settlement is for the Kennel to refund the extra $36.00 + tax they charge for the extra day and the $11.50 for the cost to replace the medications not returned.

Business

Response:

The [redacted] reserved boarding space for their two dogs Squirt and Brutus arriving Wednesday November 26 and departing Friday November 28, 2014,

The enclosed Owner Receipt shows the time of arrival 12:50pm and the time of departure 1:30pm The receipt also shows that no sales tax was charged.

A copy of the boarding agreement that was generated the day they checked-in November 26, 2014 is included. Looking towards the bottom of the page above the signature line it states the following:

- Pick-up by 11:30am M-F no charge for that day. Pick up on Sunday is a days boarding charge. - Not responsible for items left during the stay. - Office Hours: CLOSED SATURDAY Open 8:30 to 5:30pm Monday through Friday 1 to 5:30pm Sunday This is stated the same way on the website as well. If the [redacted] had arrived before 11:30am to pick-up the dogs there would be no charge for the third day. The check-out time on Nov 28 was 1:30pm – three days were charged.

Brutus and Squirt were not boarded in the same enclosure. Each was in an individual enclosure. When the attendant went back to get them, Brutus was not in his assigned enclosure, he was out in the potty area. This confusion upset everyone involved. In the ensuing confusion Squirts medication was not given to the owners. [redacted] called that day and Monday and left messages but there was no response. The medication was Amoxicillin 3cc twice per day. The medication was midway through its shelf life when it was brought in. When our calls were not returned it disposed of when it expired.

Product/Service: Dog Boarding Purchase Date: November 26 to November 28 three days Problem occurred: November 28, 2015 Talked with company: November 28, 2015 day of pick-up

Purchase Price: 108.00. Disputed amount: 47.50

Resolution: Bluegrass Pet Resort will refund 11.50 for the medication. There was no tax charged.