Public Mediation

Landheim Dog Training and Boarding-Dispute-#4763649

J. F. vs. Landheim Dog Training And Boarding
13200 W. 109th Ave, Dyer, Indiana, 46311, United States
Amount Involved: Other terms
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 4763649
    • Amount Involved: N/A
    • Filed On: May 21, 2013
    • Posted On: May 29, 2013
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"BOTH of my dogs were boarded and groomed 5/9/2013-5/13/2013. BOTH dogs came home sick within 48 hours of picking them up. Both of my dogs are current and up to date on ALL vaccinations. My puggle was diagnosed with kennel cough and my German Shepherd had a 104.5 fever for 3 days and open oozing sores on his back from his neck to his tail. Vet determined that it was possible that whatever was causing my dogs illnesses could have been caused by the boarding and grooming. I notified Landheim and was told that it was NOT conclusive that they did any negligence on boarding or grooming my dogs, and that they would not even reimburse me for any pain or suffering of my dogs. I am now stuck with an over $200.00 boarding bill AND an over $600.00 vet bill. I spoke to Sally (Bob the owner, NEVER CALLED ME) was indifferent, cold hearted, and did not care how my dogs were doing. I was told Sally met with Bob(owner) and spoke to my Vet. From a customer stand point, I WILL NEVER BOARD OR GROOM THERE AGAIN! A "Good" business owner would have cared about his customer, and done SOMETHING to conpensate with the huge bill I now have. I dropped off 2 healthy dogs to be boarded, groomed and cared for a weekend, and picked up 2 severely sick dogs......THIS IS NOT JUST A COINCIDENCE! I have been in customer service and have worked with animals for over 25 years.....so THIS IS UNACCEPTABLE BEHAVIOR FROM A SO CALLED GOOD DOG BOARDING/GROOMING FACILITY that boasts they have been in business over 30 years!"
...
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Additional Communication Between Claimant and Landheim Dog Training And Boarding Hide
  • Jun 06, 2013, Landheim Dog Training and Boarding (responding party) added:

  • This Quote I pasted below from you that appears on top of this page is also incorrect. I have had no attempts by you to contact me since you spoke with my manager Sally and I was told you were understanding of your vets findings and the matter seemed to be resolved. How did you try to contact me besides this complaint website?

    "I have tried to resolve this problem by contacting you directly, but have made no progress. Please forward this to the appropriate department or person/owner for resolution. I look forward to working with you online to resolve this issue."

What Claimant Wants Hide
What By When How Much
1. some compensation for pain and suffering of my dogs Jun 05, 2013 N/A
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "To whom it may concern,

    I have just today 5/31/13 received your correspondence in reference to this claim. I am more than a little disturbed with the fact that you have published this one sided version of a complaint that is based on the facts presented by a client that are not really accurate. I am not sure what action to take as we have done nothing wrong and my Manager Sally treated this client in a fair and professional manner. Sally initially took the complaint from The Client on Saturday regarding the German Shepherd, she spoke with her a few days prior regarding the Puggle. She spoke with me immediately following her conversation with The Client, we determined it was best to call the vet and get their Professional interpretation of the situation with the clients dogs. When we spoke to her veterinarian and he stated he did not tell her that her dogs conditions were related to the boarding or a lack of care on Landheim's part. Her vet also stated that she came in to his clinic with the belief that Landheim was responsible and tried to get him to support her belief. The clients dogs have been boarded at Landheim at least five different times and seven times grooming and only on the last visit were there any issues. The client has always been happy with her pets care here. Her Puggle is sweet but is a continuous barker when boarded and had a cough as a result of her barking. The vet stated if the client had given him the information that her dog was a barker in the kennel during the dog's entire stay he would not of been so quick to say it was "Kennel Cough". He also said he told her that the vaccine for Kennel Cough does not cover every strain of Kennel Cough so that is why he said it 'could' be Kennel Cough. He also stated to us if it was Kennel Cough that the incubation period (7 days) was not met to of been contracted here during the dogs stay.

    The clients second dog a German Shepherd ate very well during his stay and showed no signs of illness or sores during his stay or during his grooming the day he left. The client told us the dog lost his appetite on the evening of the 15th which is two days after he left and had a fever on the 16th when she took him to the vet. The vet stated to us that his diagnosis was inconclusive, that he had some type of bacterial infection caused by a hypersensitivity to something in his environment or outside, that the fever was caused by the infection, but he could not even begin to say what caused it or that Landheim was at fault. Sally spoke with me again to give me the update, and called The Client back before 12:00pm on Saturday. Sally called The Client numerous times on Monday to try and reach her.

    When my Manager Sally contacted The Client after speaking with myself and the vet, she explained to The Client the findings of the vet. She spoke with her regarding the Puggle's continuous barking while boarding and The Client acknowledged knowing that her Puggle does bark continuously while staying at Landheim. Sally explained to the Client that the vet stated he would have given a different diagnosis had he been given this information. The clients puggle as it turns out was not sick, in the opinion of the vet, as she had no other symptoms to indicate "kennel Cough". The treatment he gave was more precautionary based on the limited info given by the Client. The vet believed dog in fact was suffering from an irritated throat from her own barking. The Client stated to Sally that she understood these facts.

    When Sally discussed the German Shepherd with The Client, she spoke to The Client of the inconclusive diagnosis that the vet explained to Sally and his inability to place blame on Landheim, the vet stated that he "strongly felt it was a coincidence" and that due to the dog behaving normally at Landheim that he could not conclude it was because of neglect by Landheim Staff. When the dog was groomed on the 12th there were no sores on the dogs back. The sores appeared on the 16th and the vet stated they were a result of a hyper sensitivity to something in the dogs environment. When Sally was speaking with The Client, on Monday the 20th The Client was very understanding and appreciated Sally taking the time to call and inquire about the dogs. On the 22nd Sally called The Client again to check on the dogs, The Client did not return the call from Sally.

    To help you further with your investigation, we had NO cases of "Kennel Cough" or otherwise sick dog at Landheim after or during The Client's dogs stay, or even prior as far as that goes. Kennel Cough is an airborne illness and if the Puggle had it, we whould have had other sick dogs, including our own dogs, as the vaccination does not cover every strain. Or the Clients dog did not have sufficient immunities. We also would have seen, if this was an infection caused by the disinfectant we use or some type of neglect, there would be more than just one dog having a sensitivity to it or a reaction. We care for many dogs with allergies, hypersensitivities and numerous immune issues and have never seen any infections as described by the Client after staying at Landheim. The Clients vet also stated if it was a result of something we were using to clean he would of expected to see the sores on the feet, legs and stomach, not on the top of the dogs back.

    Unfortunately, things can happen, we here at Landheim felt we acknowledged The Client's unfortunate coincidence, we were sincere in our conversations with her, we followed up with after calls to check on the dogs but there is nothing that states Landheim is responsible by the Clients vet. The clients complaint states that both dogs were sick and in fact only one dog the German Shepherd was suffering from an unknown sensitivity. The Puggle was just suffering from an irritated throat caused by her uncontrollable barking.

    I have tried to give this information to you in the shortest form possible and hope you can understand my point of view. I am open to your suggestions as I do not and the clients own vet does not believe I should be responsible for the clients vet bill for her dogs. One dog was a misdiagnosis because of the clients failure to provide complete information to the vet. The other dog was a mystery hypersensitivity that the vet said he "strongly felt was a coincidence"
    If the client had asked to speak with me I would of been happy to do so but since I have a very capable and professional manager that seemed to think the client understood the situation based on the clients own comments to my manager. I had no idea the client still believed we were responsible for her dogs and wanted compensation. Even after her own vet stated we were not??? She is asking for monetary compensation for her dogs pain and suffering as if the dogs will get some kind of benefit after the fact if I give the Client money. Secondly not to minimize the dogs discomfort but one dog had a sore throat from barking and the other had a fever and a rash on his back that appeared two days after he left our facility. Are we really going to start compensating dogs with monetary damages for minor illnesses that are not the fault of anyone and are just a routine part of life?? The client is still welcome to call me to discuss this further as she should have before posting this complaint on a public forum. But based on all the facts, though I feel bad that the dogs experienced these minor discomforts two days after their departure, there is no information that places blame on our facility. As the vet said the dogs symptoms he "strongly felt was a coincidence" to their boarding. Even if the Puggle actually had "kennel Cough" that is a failure of the vaccine or the dogs immune system. Not our care.


    I look forward to your response and I again want to make it clear I did not receive the letter from you until today about this complaint.

    Thank you for your time and assistance in this matter.

    Sincerely,
    Bob
    "

This claim will remain posted until resolved.

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Offer History
May 21, 2013
Claimant's Terms of Settlement to Landheim Dog Training and Boarding
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