ComplaintsforBrower Kennel

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Brower Kennels to board my dogs while I was away. I informed them that one of my boys would need 2x daily insulin shots, they assured me that they were capable and qualified to administer them. The fateful morning of Wednesday, June 26th 2024, I dropped my happy healthy dogs at their facility with treats, food and specific instructions on feeding and insulin administration. I left town that afternoon and as a worried pet parent called that evening to check on my babies, I was told all was "great". I called again on Thursday afternoon and on Friday morning and was again assured that all was okay. I boarded a cruise ship on Sat evening. On Sun afternoon I received a message to call the boarding facility as soon as I could. Immediately upon receiving the message I phoned them at which time they informed me that my little ***** was "gone". Gone? How could that be? He was just to his vet and received a clean bill of health, this should not have happened. They told me he did not eat well on Friday evening or Saturday and that he seemed 'unwell' and "wobbly". He didn't eat at all Sunday morning and was "still wobbly". He died that morning. We immediately disembarked the ship and got an emergency flight back into the country to pick up our boys. When we asked to view the camera footage we were informed that it had been recorded over. Per their own admission, they did not contact the vet number I provided when they noticed he was 'unwell' and they did not take him to the emergency vet even though I signed an authorization for him to receive emergency care if needed. How can this have happened? They did nothing to attempt to help him until it was too late. He was neglected and could have been saved had they cared enough to do so. I am devastated by this loss. Further, they have been rude, secretive and dismissive. I pray they are not allowed to inflict this pain on another unsuspecting customer. I dropped off 2 healthy dogs and picked up one sad & one in a freezer.

  Customer response

  08/12/2024

  I and submitting clarification of what I would consider a resolution to my complaint.

  1. I would like for the business to provide am honest written explanation as to why they did not take ***** to the vet when he first showed signs of being ill?

  2.  I would like to see the video footage of his last 3 days as this was when ****** told me that she noticed he was 'not doing good'.

  3.  I would like to be compensated my vacation cost, emergency airfare home of $7,289.31, *****'s burial expense, and replacement costs and expenses associated with finding and training a new puppy of $4,250,.50 as had they not neglected his care and had they taken him immediately to a vet or emergency (I signed their form allowing them to do so) ***** would still be here with me

  The bottom line is that this was a preventable tragedy and only they are at  fault.

  Business response

  09/19/2024

  I believe the employees at the kennel followed all the instructions that were given to them from *****s owner. The med chart shows that her instructions were followed.

  We gave them $1500 to have the autopsy which they demanded having at the *********************. The kennel put ***** in the freezer per instructions from the vet. My understanding is when they picked him up they had him creamated the next day.

  As you can see from the screenshots of the phone the kennel tried to call the numbers on the sheet.

  When the *****s owners came to the kennel, they were demanding all this money. We offered to pay the autopsy to find the cause in good faith.

  *****s owners also tried to double cash the autopsy check, they didnt use it for what we offered to do and what they demanded.

  I feel the kennel did all they were supposed to to do and then some. We acted in good faith to to find the cause

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