Pet peeves
COMPLAINTS PART OF KENNEL BUSINESS
Dr. Susan B. Gillham left and animal assistant Rebecca Keddy tend to David Barsoum's French bulldog Abigail. Mr. Barsoum alleges Laughlin Kennels sold him a sick puppy. (T&G Staff Photos/DAN GOULD)
Robert Fink, left, his wife, Bridggette, and employees Manuel Hamlin and Christopher Basiul play with some dogs at Laughlin Kennels.
Enlarge photo
Enlarge photo
He is one of a number of people who have complained about getting sick pets from the kennel on Larned Road during the 17 years it has been in business.
The owners of the kennel say the business has been targeted through the years by activists and critics who suggest they run a “puppy mill.” Robert and Bridggette Fink say they have been responsive to Mr. Barsoum's complaint.
Michael Cahill, director of the Division of Animal Health for the state Department of Agricultural Resources, finds no fault with Laughlin Kennel. He said it is a successful business, selling as many as 30 to 40 puppies a week, according to the store owners. With that volume of sales, Mr. Cahill said, some customers will be unhappy.
“When you're dealing with … animals, there are unforeseen circumstances and you can run into problems that you wouldn't necessarily be aware were present at the time of sale,” Mr. Cahill said. “Because they do such a large number of animals, regardless of the circumstances, a certain percentage of them may have a problem.”
If the animal looks healthy as it goes out the door — and has a valid health certificate from a veterinarian — a store can't be faulted, Mr. Cahill said.
As for Mr. Barsoum, he bought the puppy Oct. 7 for $2,034 and said he has spent $2,500 in veterinary bills as of earlier this month. He wants reimbursement for the expenses and suggested a scathing article be written by Christmas — so that a child wouldn't wind up with a sick dog as a present.
The Finks offer a different story line:
“Sometime in the next month or so, somebody is going to buy a dog,” Mr. Fink said. “After they buy it, it will become ill. They will get a vet bill. They won't like that. They'll think I should pay it. I won't pay it.”
The store gives a standard 14-day health guarantee. The customer signs a contract that says the animal is in good health to the best of the store's knowledge. But if a vet finds something wrong within two weeks of the sale, the customer can return it for a full refund or replacement animal.
Mrs. Fink said it is less expensive for her store to take care of a dog if it's returned. Otherwise, they have no control over what vet is chosen, or the vet's competence, decision-making and style.
Just as you wouldn't return a sick child, Mr. Barsoum argues, you wouldn't return a sick dog.
Mr. Cahill agrees, saying dissatisfied customers usually won't return a sick dog to a store. People get attached to the animal, unlike, for example, a defective appliance, he said. Unfortunately, however, the same rule applies: Returning the animal is the only recourse.
The real problem, Mr. Cahill said, is “how do you set up sort of a foolproof warranty so that it benefits the animals and it allows the store to continue to operate?”
Mr. Fink points to a line in the company's standard contract that says Laughlin Kennel doesn't pay vet bills.
“Return the dog for a refund and we'll take care of it,” Mr. Fink said. “If you want it back, we'll resell it to you. In the meantime, it has to be our dog. I can't take care of somebody else's dog.”
For 4 percent of the puppy's cost, the kennel offers a one-year guaranty. It will replace the puppy if there's something physically wrong with the animal that it disqualifies it as a pet — such as hip dysplasia or a heart murmur. Mr. Barsoum opted against that protection.
A letter from Mr. Barsoum's veterinarian, Dr. Susan B. Gillham of Westboro, said his French bulldog, Abigail, had shipping fever.
During an Oct. 14 examination, seven days after Mr. Barsoum bought the dog, the puppy was found to have serous nasal discharge and was given amoxicillin. Mr. Barsoum said Abigail will have permanent lung scarring.
Several more vet visits followed. On Dec. 14, the puppy's white blood cell count was elevated and her doses of medicine were increased, Mr. Barsoum said.
Mrs. Fink said Mr. Barsoum's veterinarian treated Abigail no differently than hers would have, but “we would have started (treatment) much sooner.”“He's going to keep (the puppy) and make us pay his vet bills,” Mr. Fink said. “That's not my agreement with him. That's not the agreement the state makes me make. That's not the law.”
Mr. Fink says fewer than 1 percent of his customers are dissatisfied..
“We do a lot to avoid selling sick dogs,” Mr. Fink said. “It's like a day care. There will be respiratory infections going around.”
The store has 11 rooms for the dogs. Fresh air is funneled into each one, and stale air goes out, Mr. Fink said. The Finks showed the area to a reporter, although it is off-limits to customers. Mrs. Fink said a shipment of dogs stays together as long as possible, which cuts down on cross-contamination.
The store has an A-minus rating with the Better Business Bureau. Over the last three years, the bureau has received 16 complaints.
Source: http://www.telegram.com/article/20091228/NEWS/912280349/1101
No comments:
Post a Comment