I have included both our boarding and daycare contract This states our policy and explains there are risk involved with boarding, as well as daycare I also included a picture of just one of our many signs about Bordatella/Kennel cough and warnings- I also included part of our informational brochure handed out to every new customerI could not add more pictures but I have multiple other documentation.To back track, we were contacted by [redacted] , [redacted] daughter, to inform us that her dog Bella, may have contracted kennel coughKelly our manager spoke to her and then explained that it is airborne, that we hadn't had any recent cases, and thanked her for callingThe next morning, we got the first email from [redacted] My manager promptly responded to that email explaining again about kennel cough, stating that Maddie's eye irritation was most likely from getting a bath- and possibly getting a hair in the eyeShe stated the owners were out of town- and also verified the vets information for us to call about thisAt this time we also started investigating by reviewing all the pictures that the staff had that they had taken for [redacted] and her daughter of the two dogs during their stayThere was NO redness in any of the pictures during the stay, so again, we assumed she must of rubbed her eye in the grooming shop After calling the vet, she stated there was no scratch just redness and irritationOnce my fiancé and I got back in town, as stated we called to speak with the vetAt that time my fiancé then tried to call [redacted] to discuss the situation Her phone did not allow him to leave a message This was on 5/at the number provided in her email ###-###-####So then after that, we looked up the daughters number provided in the file and called her on 5/at 8:34pm at ###-###-####My fiancé left a minute message explaining that [redacted] could not be reached and he could not leave a messageWe have heard NOTHING, until this complaint We have a very successful business, and always respond to our complaintsI was out of town, and in the meantime, my manager explained to her that Bordatella/kennel cough is airborne, ect It is a risk of boarding and daycare and we have this posted all over, give handouts, post it on our website, ect Both of our contracts state thisWe provided her with a good serviceHer pets stayed in our most expensive Deluxe suite, Maddie got doggie daycare, and grooming as wellThey were fed, and well cared for, and we also sent them lots of pictures because they were nervous first timersWe are definitely sad they are not pleased with our services and don't understand that a pet getting kennel cough is NO DIFFERENT then a kid getting sick at schoolIt is airborne - we cannot control it if it does arise, and Thus why we educate people on our policiesAs for Maddie's eye being red- it was very minor, and treated with some ointmentIt obviously became irratated shortly before pick upThe vet stated it was not scratched, and we have no control if the dog decides to rub her eye causing irratationThis is no different then a person getting dust or hair in their eye in the middle of a department store, and rubbing thier eye causing irratation, and then blaming the store for thier eye being red We certainly didn't cause harm to either of these petsThey were not maliciously injured, or injured by anything in our facilityOur policy and contracts state we are not to be held liable for anything, however, to bring resolution to this matter, we were going to refund the amount of both her and her daughters vet bills She stated she was out the money for boarding, however, she agreed to use our services, and her pets were well cared forWe did follow up on this promptly, and were going to offer the refund above as stated to hopefully bring this to an end.Hopefully [redacted] will understand we are not under any obligation to pay anything, but we do not like people being upsetI'm glad that both pets are feeling betterWe obviously never want to hear any animals have issues or get sick, but we constantly try to educate people that dogs can get sick JUST LIKE PEOPLE It's not anyone's fault, it is just a risk and we tell everyone that there are risk of boarding J [redacted]
I reviewed the response made by the business in reference to complaint ** ***, and find the resolution is satisfactory to meI will accept the offer for payment of vet billsI would like to say that my phone did have technical problems but my daughter had no message left on her voicemail If business would have sent an email with at least this offer, I would not have filed this complaintWe were made aware of the bordatella vaccine and discussedI do not recall reading that they had had some cases there because this spreads like crazyNevertheless our dogs are fine now and am glad it will be resolved
Regards,
*** ***
I have included both our boarding and daycare contract This states our policy and explains there are risk involved with boarding, as well as daycare I also included a picture of just one of our many signs about Bordatella/Kennel cough and warnings- I also included part of our
informational brochure handed out to every new customerI could not add more pictures but I have multiple other documentation.To back track, we were contacted by *** ***, *** daughter, to inform us that her dog Bella, may have contracted kennel coughKelly our manager spoke to her and then explained that it is airborne, that we hadn't had any recent cases, and thanked her for callingThe next morning, we got the first email from ***My manager promptly responded to that email explaining again about kennel cough, stating that Maddie's eye irritation was most likely from getting a bath- and possibly getting a hair in the eyeShe stated the owners were out of town- and also verified the vets information for us to call about thisAt this time we also started investigating by reviewing all the pictures that the staff had that they had taken for *** and her daughter of the two dogs during their stayThere was NO redness in any of the pictures during the stay, so again, we assumed she must of rubbed her eye in the grooming shop After calling the vet, she stated there was no scratch just redness and irritation. Once my fiancé and I got back in town, as stated we called to speak with the vetAt that time my fiancé then tried to call *** to discuss the situation Her phone did not allow him to leave a message This was on 5/at the number provided in her email ###-###-####So then after that, we looked up the daughters number provided in the file and called her on 5/at 8:34pm at ###-###-####My fiancé left a minute message explaining that *** could not be reached and he could not leave a messageWe have heard NOTHING, until this complaint We have a very successful business, and always respond to our complaintsI was out of town, and in the meantime, my manager explained to her that Bordatella/kennel cough is airborne, ect It is a risk of boarding and daycare and we have this posted all over, give handouts, post it on our website, ect Both of our contracts state this. We provided her with a good serviceHer pets stayed in our most expensive Deluxe suite, Maddie got doggie daycare, and grooming as wellThey were fed, and well cared for, and we also sent them lots of pictures because they were nervous first timersWe are definitely sad they are not pleased with our services and don't understand that a pet getting kennel cough is NO DIFFERENT then a kid getting sick at schoolIt is airborne - we cannot control it if it does arise, and Thus why we educate people on our policies. As for Maddie's eye being red- it was very minor, and treated with some ointmentIt obviously became irratated shortly before pick upThe vet stated it was not scratched, and we have no control if the dog decides to rub her eye causing irratationThis is no different then a person getting dust or hair in their eye in the middle of a department store, and rubbing thier eye causing irratation, and then blaming the store for thier eye being red We certainly didn't cause harm to either of these petsThey were not maliciously injured, or injured by anything in our facilityOur policy and contracts state we are not to be held liable for anything, however, to bring resolution to this matter, we were going to refund the amount of both her and her daughters vet bills She stated she was out the money for boarding, however, she agreed to use our services, and her pets were well cared forWe did follow up on this promptly, and were going to offer the refund above as stated to hopefully bring this to an end.Hopefully *** will understand we are not under any obligation to pay anything, but we do not like people being upsetI'm glad that both pets are feeling betterWe obviously never want to hear any animals have issues or get sick, but we constantly try to educate people that dogs can get sick JUST LIKE PEOPLE It's not anyone's fault, it is just a risk and we tell everyone that there are risk of boarding J*** ***
I have included both our boarding and daycare contract This states our policy and explains there are risk involved with boarding, as well as daycare I also included a picture of just one of our many signs about Bordatella/Kennel cough and warnings- I also included part of our informational brochure handed out to every new customerI could not add more pictures but I have multiple other documentation.To back track, we were contacted by [redacted] , [redacted] daughter, to inform us that her dog Bella, may have contracted kennel coughKelly our manager spoke to her and then explained that it is airborne, that we hadn't had any recent cases, and thanked her for callingThe next morning, we got the first email from [redacted] My manager promptly responded to that email explaining again about kennel cough, stating that Maddie's eye irritation was most likely from getting a bath- and possibly getting a hair in the eyeShe stated the owners were out of town- and also verified the vets information for us to call about thisAt this time we also started investigating by reviewing all the pictures that the staff had that they had taken for [redacted] and her daughter of the two dogs during their stayThere was NO redness in any of the pictures during the stay, so again, we assumed she must of rubbed her eye in the grooming shop After calling the vet, she stated there was no scratch just redness and irritationOnce my fiancé and I got back in town, as stated we called to speak with the vetAt that time my fiancé then tried to call [redacted] to discuss the situation Her phone did not allow him to leave a message This was on 5/at the number provided in her email ###-###-####So then after that, we looked up the daughters number provided in the file and called her on 5/at 8:34pm at ###-###-####My fiancé left a minute message explaining that [redacted] could not be reached and he could not leave a messageWe have heard NOTHING, until this complaint We have a very successful business, and always respond to our complaintsI was out of town, and in the meantime, my manager explained to her that Bordatella/kennel cough is airborne, ect It is a risk of boarding and daycare and we have this posted all over, give handouts, post it on our website, ect Both of our contracts state thisWe provided her with a good serviceHer pets stayed in our most expensive Deluxe suite, Maddie got doggie daycare, and grooming as wellThey were fed, and well cared for, and we also sent them lots of pictures because they were nervous first timersWe are definitely sad they are not pleased with our services and don't understand that a pet getting kennel cough is NO DIFFERENT then a kid getting sick at schoolIt is airborne - we cannot control it if it does arise, and Thus why we educate people on our policiesAs for Maddie's eye being red- it was very minor, and treated with some ointmentIt obviously became irratated shortly before pick upThe vet stated it was not scratched, and we have no control if the dog decides to rub her eye causing irratationThis is no different then a person getting dust or hair in their eye in the middle of a department store, and rubbing thier eye causing irratation, and then blaming the store for thier eye being red We certainly didn't cause harm to either of these petsThey were not maliciously injured, or injured by anything in our facilityOur policy and contracts state we are not to be held liable for anything, however, to bring resolution to this matter, we were going to refund the amount of both her and her daughters vet bills She stated she was out the money for boarding, however, she agreed to use our services, and her pets were well cared forWe did follow up on this promptly, and were going to offer the refund above as stated to hopefully bring this to an end.Hopefully [redacted] will understand we are not under any obligation to pay anything, but we do not like people being upsetI'm glad that both pets are feeling betterWe obviously never want to hear any animals have issues or get sick, but we constantly try to educate people that dogs can get sick JUST LIKE PEOPLE It's not anyone's fault, it is just a risk and we tell everyone that there are risk of boarding J [redacted]
I reviewed the response made by the business in reference to complaint ** ***, and find the resolution is satisfactory to meI will accept the offer for payment of vet billsI would like to say that my phone did have technical problems but my daughter had no message left on her voicemail If business would have sent an email with at least this offer, I would not have filed this complaintWe were made aware of the bordatella vaccine and discussedI do not recall reading that they had had some cases there because this spreads like crazyNevertheless our dogs are fine now and am glad it will be resolved
Regards,
*** ***
I have included both our boarding and daycare contract This states our policy and explains there are risk involved with boarding, as well as daycare I also included a picture of just one of our many signs about Bordatella/Kennel cough and warnings- I also included part of our
informational brochure handed out to every new customerI could not add more pictures but I have multiple other documentation.To back track, we were contacted by *** ***, *** daughter, to inform us that her dog Bella, may have contracted kennel coughKelly our manager spoke to her and then explained that it is airborne, that we hadn't had any recent cases, and thanked her for callingThe next morning, we got the first email from ***My manager promptly responded to that email explaining again about kennel cough, stating that Maddie's eye irritation was most likely from getting a bath- and possibly getting a hair in the eyeShe stated the owners were out of town- and also verified the vets information for us to call about thisAt this time we also started investigating by reviewing all the pictures that the staff had that they had taken for *** and her daughter of the two dogs during their stayThere was NO redness in any of the pictures during the stay, so again, we assumed she must of rubbed her eye in the grooming shop After calling the vet, she stated there was no scratch just redness and irritation. Once my fiancé and I got back in town, as stated we called to speak with the vetAt that time my fiancé then tried to call *** to discuss the situation Her phone did not allow him to leave a message This was on 5/at the number provided in her email ###-###-####So then after that, we looked up the daughters number provided in the file and called her on 5/at 8:34pm at ###-###-####My fiancé left a minute message explaining that *** could not be reached and he could not leave a messageWe have heard NOTHING, until this complaint We have a very successful business, and always respond to our complaintsI was out of town, and in the meantime, my manager explained to her that Bordatella/kennel cough is airborne, ect It is a risk of boarding and daycare and we have this posted all over, give handouts, post it on our website, ect Both of our contracts state this. We provided her with a good serviceHer pets stayed in our most expensive Deluxe suite, Maddie got doggie daycare, and grooming as wellThey were fed, and well cared for, and we also sent them lots of pictures because they were nervous first timersWe are definitely sad they are not pleased with our services and don't understand that a pet getting kennel cough is NO DIFFERENT then a kid getting sick at schoolIt is airborne - we cannot control it if it does arise, and Thus why we educate people on our policies. As for Maddie's eye being red- it was very minor, and treated with some ointmentIt obviously became irratated shortly before pick upThe vet stated it was not scratched, and we have no control if the dog decides to rub her eye causing irratationThis is no different then a person getting dust or hair in their eye in the middle of a department store, and rubbing thier eye causing irratation, and then blaming the store for thier eye being red We certainly didn't cause harm to either of these petsThey were not maliciously injured, or injured by anything in our facilityOur policy and contracts state we are not to be held liable for anything, however, to bring resolution to this matter, we were going to refund the amount of both her and her daughters vet bills She stated she was out the money for boarding, however, she agreed to use our services, and her pets were well cared forWe did follow up on this promptly, and were going to offer the refund above as stated to hopefully bring this to an end.Hopefully *** will understand we are not under any obligation to pay anything, but we do not like people being upsetI'm glad that both pets are feeling betterWe obviously never want to hear any animals have issues or get sick, but we constantly try to educate people that dogs can get sick JUST LIKE PEOPLE It's not anyone's fault, it is just a risk and we tell everyone that there are risk of boarding J*** ***