ComplaintsforNo Leash Needed

• Initial Complaint

  07/16/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I Labrador was boarded from 7/3/2024 - 7/7/24 and he started showing symptoms of being sick, I had to take him to the VET on 7/15/24 and was told he has kennel cough and it cost me $154.00. I contacted the business, and was told contact the corporate office *************). Which is only a voicemail, with no return call. This business allows about ************************************************* which has led my dog to get sick.

  Customer response

  07/19/2024

  Update We have only been refunded for boarding. ********** is very ill, and going to vet at 10:30 am today again. 

  I am asking for reimbursements of all vet. Bills, and asking the city of Ellisville to close doors at *** until they disinfect throughly.  I have had 6 pup parents reach out to me, along with the vet, another sick dog came in from boarding at *** over the July 4 th. 

  Business response

  07/23/2024

  Dear [Sir or Madam]: Thank you for the opportunity to respond to the complaint filed by ******************************* on behalf of No Leash Needed Ellisville. We are aware of the concerns raised and every complaint is taken seriously. We are working to resolve the concerns raised to continue our love of animals and the people who love them. I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer response

  07/23/2024

  Complaint: 21998963
  
  I am rejecting this response because:

  No Leash needed,  as I originally posted never contacted myself, or any other boarding parent, daycare, training, etc., that there is currently a significant outbreak at the Facility. If you look at ************* reaching out to me in regard to my love Winchester, others that utilized their facility, either losing their pet or their pets being injured, or sick I have attached. My vet also expressed to me that there were several other dogs that came to their business to be treated from NLN.  As I responded to you earlier today, I stated that I wanted to be refunded for three vet bills, medications from CVS pharmacy additional probiotic and medications from treats unleashed. In my opinion, NLN Is being taken off the hook, with a slap on the wrist. 

  Since my information will not load, I am going to send them to you separately with  my BBB complete number on them. 

   

   

   

   

   

   

   

   

   

  
  
  
  Sincerely,
  
  *******************************

  Business response

  08/01/2024

  No Leash Needed takes proactive measures to minimize the risk of canine cough and to ensure all pet parents understand the associated risks.
  What is Canine Cough? Canine cough, similar to a human head cold, is a virus dogs contract from other dogs. It is not 100% preventable due to multiple strains of the virus. Bordetella bronchiseptica is one of the major bacterial causes of canine cough and the only one with a vaccine.
  Understanding the Risks
  Canine cough is not entirely preventable, and dogs can contract it at any time.
  There are multiple strains of the virus, and the Bordetella vaccine is only effective against one of them.
  Dogs can contract the virus not only at kennels but also at vet offices, groom shops, pet stores, dog parks, or even by greeting another dog during a walk.
  Dogs may be asymptomatic yet still capable of passing the virus to another pet.
  Puppies, seniors, dogs with compromised immune systems, and dogs with minimal social exposure to other dogs may be at an increased risk of illness.
  As with any respiratory illness, there is potential for symptoms to escalate into more severe conditions; therefore, it is important to seek treatment promptly if symptoms worsen or do not resolve.
  Our Strategy for Maintaining a Safe Environment at No Leash Needed
  Vaccination Requirement: We require all dogs to be vaccinated for Bordetella. This standard is higher than what is typically found at dog parks or even in the lobby of a vets office.
  Daily Disinfection: Our kennels are disinfected daily with pet-friendly cleaners that effectively kill viruses, with close attention paid to dilution rates and contact time.
  Quarantine Protocol: If a dog shows symptoms, it is immediately quarantined. The dog is walked separately and taken out through back entrances to avoid contact with other dogs. Parents are notified, and the dog is picked up as quickly as possible.
  Service Refusal: We refuse services and entrance to dogs exhibiting any symptoms of canine cough.
  Advanced Air Quality Systems: Our facilities are equipped with state-of-the-art ventilation systems, air filtration systems, and hospital-grade sanitizers to maintain clean air circulation.
  Education and Monitoring: We ask all pet parents to review and sign a waiver that explains the risk of virus transmission. Additionally, we track any reported illnesses and take extra precautions when there are increased reports of illness locally.
  No Leash Needed, or any other pet facility that takes the necessary steps to prevent canine cough, cannot guarantee that a dog will not contract an airborne illness, despite all efforts. Similar to how an airline cannot be held responsible for passengers catching a cold, or a vet for an ineffective vaccine, No Leash Needed relies on pet parents to support our healthy canine community by reporting illnesses, isolating ill pets, and disclosing any preexisting conditions that could increase risk to the resort.
  We strive to answer all pet parents questions, offer pet parent-visible cameras, and are always open to tours of our facility.
  We have been informed that despite not having active symptoms observed or any break in protocol, there may have been some illness exposure in early July, as can happen at any pet care facility. Our team has and will continue to answer any questions, track any illnesses we are made aware of, and consult with experts in the pet care field for guidance.
  Our health policies, vaccine requirements, and daily protocols are in place with the goal of keeping our community of pets and pet lovers healthy and happy. No Leash Needed believes that early and continued socialization is a key factor in keeping pets healthy, both physically and mentally. We feel that your pets health risks are small in comparison to the negative effects of isolating them from proper socialization.
  We are committed to resolving the complainant's concerns. Due to the nature of the escalations and public statements affecting our business and reputation, we have enlisted a third party to ensure a fair and proper resolution.  We welcome anyone from your organization to tour our facility.  

  Customer response

  08/01/2024

  It was nice speaking with you this morning. Please keep us posted as to how ************************ is doing. Should you have any questions, please do not hesitate to contact me at the number below. Thanks.
  
  
  **********************************, Attorney
  Fox *****, LLC
  ************************************
  **************, MO  63102

   

  
  ************ | F: ************
  ***************************

   

  this was from their attorney that reached out to me yesterday. Our dog went back to the vet today. It was an additional $790, plus $180 for medication. He is in serious condition. You all can do whatever you want, but this facility made our dog, and many dogs, ill, and as of today they have never shut down the facility to disinfect. I have spoken to the attorney, but I will not submit anything until our beloved dog is in the clear. He now has pneumonia in his other lung, and he is being treated with high potency antibiotics twice a day. 10 pills two times per day.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩