Bauser Haus

Mrs. [redacted] started bringing her dog [redacted] to BauserHaus in 2012 and stayed with us 9 times in 2012/2013 without incident. We did impress upon her at that time that [redacted] was extremely anxious, wasn't eating or resting well during her stays and they might consider anxiety medication or a dog sitter...

as she would do much better in the home setting. They did not return in 2014/2015 so we assumed they had made more appropriate arrangements for [redacted] given her anxiety. When they made a reservation with us in July 2016, we thought perhaps those plans had fallen through and we were more than happy to help Mrs. [redacted] with [redacted]'s care while she was out of town. Although she had the same boarding anxiety issues she had had previously, we did not see [redacted] chewing or licking herself during the day. If this was the case it would have occurred during the night, so we cannot say for certain. If the health concerns did arise during [redacted]'s stay with us and went unnoticed, we are sorry. Either way there CERTAINLY was not any apparent bleeding! If there was we would have addressed it. As for Mrs. [redacted], the fact is she did NOT take the dog to the vet immediately, she called us and demanded a refund of their boarding bill and threatened to "go all over Facebook and online with negative reviews." We don't respond well to bullying. The bottom line is she knew of [redacted]'s anxiety issues and brought her to us anyway. In hindsight, we should not have let [redacted] return -- We cannot take such a high anxiety dog without medication, regardless of what the customer requests of us. We did not see any issues and, given that, coupled with Mrs. [redacted]'s concession that [redacted] inflicted the injuries she is claiming on herself, we cannot provide any monetary refund or reimbursement for veterinary care. Whether we had taken her in to the vet during her stay and incurred the bill during that time or Mrs. [redacted] incurred the bill afterward -- Either way the cost would have been incurred by Mrs. [redacted]. We have an excellent track record of dog care since 2010 and I'm afraid I cannot concede that we did anything wrong in this case, especially given how much we watched over [redacted] during her stay, tried to get her to eat, etc, etc. and at such a reasonable price for a stay of this length.  I'm sure Mrs. [redacted] is frustrated that [redacted] has these issues and is not feeling well, but I don't appreciate her lashing out at us online and accusing us of negligence. She is reacting very emotionally and her statements are simply not true, how she can feel justified in blaming us for [redacted]'s issues will remain a mystery. -- Natalie Smith

Complaint: [redacted]
I am rejecting this response because:  1.  The issues is not whether our pet has anxiety. The issue is that her paws we so damaged during her stay that she now has an infection and is on three medications. Someone from Bauserhaus should have noted this and responded appropriately by calling us so we could address it before it became such a serious issue. The entire issue could  have been avoided with a simple cone!  In addition, the company further tried to blame our family. We took Molly to the first available appointment.  Our bill was 185.00.  
Sincerely,
[redacted]