American K-9 Doggie Daycare and Training

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. In answer to their question why it has taken us two years as we stated we never did receive an apology. We never received a check in the amount of our unused Doggie Daycare visits + the fact the employee who was bit the day our dog was attackked had told us Chewy(our 2nd dog) could attend for free while Cocoa was recuperating. Cocoa had a lengthy recuperation and still has nerve issues when she goes to the bathroom ever since she was attacked. In addition, she had some socialization issues from the attack as well. Our priority was to make sure she was taken care of. It was not until numerous people starting asking us for recommendations for their pets and were considering a location that was expanded in Middletown, DE. When I shared Cocoa had been attacked in your care custody and control they suggested I submit to the Revdex.com
Our address has remained the same so the address you have on file is correct. Thank You
Regards,
*** ***

*** *** ***
*** and I are in receipt of your letter regarding the customer experience with regards to ID ***We acknowledge the customers concerns and did so back in May of alsoMy husband and I take pride in the work and accomplishments we have made
with our business and admit fault when dueWe are honest, hardworking business owners and empathize with clients when injuries do happenWe are a doggie daycare, boarding, and training center and when dealing with multiple dogs injuries can happenIt is a phone call that we hate ever having to make to a client, but comes with the territoryAt the time of the incident, we were out of the countryOur manager was left in charge and had instructions to contact us if need be*** knew our procedures for this type of situation and was also a vet tech at the timeNotes are always written up for an incident and a phone call is always made to the owner for their approval of any treatmentIf we cannot get in touch with an owner or an emergency contact then we take the dog to our vet if we feel necessary***’s note stated that she called the owner and told her of CoCoa’s puncture woundsIt also stated that the owner wanted us to monitor her for the day and that the owner would call later in the day to check on her*** placed her in a kennel with fresh water and a blanketThe damage that was done was obviously more than what *** could have seen
Once we learned of the incident and were back in the country, *** did reach out to the clientWe ALWAYS apologize for an incident happeningAgain, it is never something we want to happen, but unfortunately it can and when and if it does and we are made aware of the situation we make a phone call right away*** did follow our procedures as far as I can seeI did not see the extent of the injury; however if it was visibly worse than what is noted and what *** informed of us, then yes, that is our mistake and for that I definitely apologizeI cannot go back I can only go forward and felt we had tried doing so*** did meet with the clients; however *** felt there was nothing he said at the time that was making the clients happy at allAn apology was made for the incident and a refund for any remaining unused daycare package days was also mailed to the clientI have attached a copy of the letter that was sent with the refund checkI did not refund the entire $because there were days the dogs came to daycare and our services were rendered and the dogs were a pleasure to have and enjoyed themselvesThe check however, never was cashedEventually, we did switch banks from PNC to Fulton, but this was at least a year after issuing the refundYou are more than welcome to contact me with any questions
***
*** ***
*** *** ***
*** *** *** *** ***
We understand the concerns that you have with bringing Cocoa and Chewy back to us for daycareWe are truly sorry that this happenedIt was an unfortunate situation and we hope for a speedy recovery for CocoaBoth Cocoa and Chewy are a joy to have here and the entire staff enjoyed watching them grow and become viable members of our packWe wish nothing but good things for them and hope they continue to grow and have a fulfilled life
We have enclosed a check for $for the remaining balance on the two packages that you purchased
Sincerely,
*** * *** ***
*** *** *** *** *** *** ***
***

Dear Lexe:
 
[redacted] and I are in receipt of another letter regarding the above complaint. I am still a bit confused as to why, when I DID mail a refund check to the client back in June of 2012, it was never cashed. Now 2 years later they are requesting we reissue them a refund. We will reissue a check in the amount of $563.20 refunding the client for unused package days. This was and is the right thing to do. I do however want to verify the address that I am sending it to. Is it still [redacted]?
 
Thank you,
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
we never received an apology. We never received our money back. The only reason they ever met with is was because we requested a face to face meeting because [redacted] was so rude and uncaring on the phone.  [redacted] stated at our meeting he could not apologize.   It is our belief he would not because that would admit fault.
we are happy to end the complaint process with the return of our money for services never received.

Review: Our dog was placed into the care of American K-9 on 12/23/11 when we signed a Day Care Agreement. Our dogs Cocoa and Chewy had obedience class at American K-9 and numerous packages of Doggie Daycare.On 5/21/12 while I was with my daughter's school field trip in NYC and my husband was at his office in Seaford, DE (almost 2 hours away) our dog Cocoa was attacked by another dog. Our dog was left alone in a kennel bleeding after the attack. American K-9 never took the dog for veterinary care or called veterinary care in. On 5/30/12 owner Michael brown finally returned our calls and said, "I wanted to give you a call and answer any questions you may have". Never apologizing or taking ownership that American K-9 did not have correct procedures in place to assist Cocoa when she was attacked. We asked to meet in person and met the 1st Tuesday in June. Owner [redacted] showed no remorse and stated he had nothing to do with the incident as he was not there as he was a retired police officer and was currently a U.S. Marhsall and was out of the country. The employee, who was bit during the attack left our dog in a kennel to bleed and the owners found nothing wrong with this. Our veterinarian(who at the time was the on call vet for American K-9) was horrified when my husband took Cocoa immediatly to him no understanding why he had not been called knowing the attack occured at at ~9:30am per the employee. We understand accidents can happen; however, the contract stated"The American K-9 staff, in its sole discretion, reserves the right to treat injuries (a) onsite, or (b)have the pet seen by a veterinarian if it is deemed that such injury requires veterinary care."Our dog receievd no medical attention. Our dog needed, stciches, staples, drainage tubes and sedation for pain. We were at the vet Mon, Weds, Thurs, Friday, the next Mon/memorial day-the vet came in emergency in his bathing suit from a picnic!)Weds and the next Mon. all from an attack American K-9 did deem need medical helpDesired Settlement: We would like and apology and acknowledgement that the situation was handled wrong. We would like our money returned for the 2 - 20 day ($425 & $382.50 (10% off 2nd dog) = $807.50 packages that were purchsed.

Business

Response:

[redacted] and I are in receipt of your letter regarding the customer experience with regards to ID [redacted]. We acknowledge the customers concerns and did so back in May of 2012 also. My husband and I take pride in the work and accomplishments we have made with our business and admit fault when due. We are honest, hardworking business owners and empathize with clients when injuries do happen. We are a doggie daycare, boarding, and training center and when dealing with multiple dogs injuries can happen. It is a phone call that we hate ever having to make to a client, but comes with the territory. At the time of the incident, we were out of the country. Our manager was left in charge and had instructions to contact us if need be. [redacted] knew our procedures for this type of situation and was also a vet tech at the time. Notes are always written up for an incident and a phone call is always made to the owner for their approval of any treatment. If we cannot get in touch with an owner or an emergency contact then we take the dog to our vet if we feel necessary. [redacted]’s note stated that she called the owner and told her of CoCoa’s puncture wounds. It also stated that the owner wanted us to monitor her for the day and that the owner would call later in the day to check on her. [redacted] placed her in a kennel with fresh water and a blanket. The damage that was done was obviously more than what [redacted] could have seen.

Once we learned of the incident and were back in the country, [redacted] did reach out to the client. We ALWAYS apologize for an incident happening. Again, it is never something we want to happen, but unfortunately it can and when and if it does and we are made aware of the situation we make a phone call right away. [redacted] did follow our procedures as far as I can see. I did not see the extent of the injury; however if it was visibly worse than what is noted and what [redacted] informed of us, then yes, that is our mistake and for that I definitely apologize. I cannot go back I can only go forward and felt we had tried doing so. [redacted] did meet with the clients; however [redacted] felt there was nothing he said at the time that was making the clients happy at all. An apology was made for the incident and a refund for any remaining unused daycare package days was also mailed to the client. I have attached a copy of the letter that was sent with the refund check. I did not refund the entire $807.50 because there were days the dogs came to daycare and our services were rendered and the dogs were a pleasure to have and enjoyed themselves. The check however, never was cashed. Eventually, we did switch banks from PNC to Fulton, but this was at least a year after issuing the refund. You are more than welcome to contact me with any questions.

We understand the concerns that you have with bringing Cocoa and Chewy back to us for daycare. We are truly sorry that this happened. It was an unfortunate situation and we hope for a speedy recovery for Cocoa. Both Cocoa and Chewy are a joy to have here and the entire staff enjoyed watching them grow and become viable members of our pack. We wish nothing but good things for them and hope they continue to grow and have a fulfilled life.

We have enclosed a check for $563.20 for the remaining balance on the two packages that you purchased.

Sincerely,

Consumer

Response: