All Tails 'R' Waggin'

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 customer. I 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 cough. Kelly our manager spoke to her and then explained that it is airborne, that we hadn't had any recent cases, and thanked her for calling. The 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 eye. She stated the owners were out of town- and also verified the vets information for us to call about this. At 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 stay. There 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 vet. At 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 5/30 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 5/30 at 8:34pm at ###-###-####. My fiancé left a 2 minute message explaining that [redacted] could not be reached and he could not leave a message. We have heard NOTHING, until this complaint.  We have a very successful business, and always respond to our complaints. I 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 service. Her pets stayed in our most expensive Deluxe suite, Maddie got doggie daycare, and grooming as well. They were fed, and well cared for, and we also sent them lots of pictures because they were nervous first timers. We 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 school. It 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 ointment. It obviously became irratated shortly before pick up. The vet stated it was not scratched, and we have no control if the dog decides to rub her eye causing irratation. This 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 pets. They were not maliciously injured, or injured by anything in our facility. Our 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 for. We 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 upset. I'm glad that both pets are feeling better. We 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]