Best Friends Pet Care, Inc.

Complaint: ***
I am rejecting this response because:
First and foremost the vet bill that I accrued was paid for under the insurance plan offered but that begs the question what would have happened if I had not purchased the insuranceThe bottom line is that *** suffered trauma at this businessI reject the business response because she could not have been removed from the dryer after she caught her because contrary to their response of her claws were ripped out not just one
Secondly according to my vet who is a professional and has no reason to lie that in order for claws to be ripped out a significant amount of force had to be generatedTo me this means that she had a long time to rip out both of her clawsTherefore it was not the case of her being in the dryer, the best friends staff seeing her catch her claw and her immediately being removed
If it is clear from their response that best friends has no plans to admit liability for leaving an animal unsupervisedIt is also clear that they make no plans to accept some sort of responsibility for their actions by reimbursing me for part of the bathAnd it is also clear from the comments on the internet and the blogs that best friends has had problems with staffingOf course I have learned that after the fact
Since this has become a he said she said sort of situation I think a proper resolution might be to leave both comments out there at the Revdex.com site and let other consumers decide
Sincerely, *** ***

the facility in *** *** is not providing adequate management and supervision of untrained staffFacility is very small and the vet office next door (for which extra money is requested) is only divided by a flimsy piece of painted drywall (you can hear everything that happens in the other office); this facility even though affiliated with ***'s Best Friend (and advertises so on their website) does not clearly identify their building as such, still trading under another business name, *** Pet Hotel

From: [redacted]
Sent: Tuesday, July 01, 2014 10:29 AM
To: [redacted]
Subject: Complaint ID [redacted]
7/1/2014
We are happy for the chance to be able to respond to your concerns regarding the care of your sweet [redacted] through the Revdex.com.  
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In regards to [redacted] being left unattended in our grooming room, I assure you this is not the case.  [redacted] did try to work her way out of her drying compartment in our grooming room - and in that instant, she caught her claw.  We immediately saw this and immediately addressed it by informing you of the situation and offering our services to bring her to her Veterinarian for care.  At your request, we did not do this as it didn't appear to be an emergency but we are not veterinarians and the decision was ultimately yours.  In any event, we have instituted a Pet Insurance Program to help with boarding related illnesses or injuries as there is always a level of risk involved in daily situations (not just boarding, but in life!).   You were able to take advantage of this Plan and were reimbursed for any vet fees related to her paws.  While we aren't able to control the behaviors of our pet guests, we are able to provide them with a safe and fun environment with a staff that takes immediate action if said pets injure themselves.
[redacted] was a great guest with us and we hope this response finds her on the road to a quick recovery.
[redacted]
Receptionist
Best Friends Pet Care, Inc.

Our pet stayed in the Best Friends Durham facility from 10/8 to 10/12. He is a 6lb white Maltese. When picking him up his legs, belly and tail were very discolored/dirty. Once home I discovered his was covered/saturated in dry Urine. I had him groomed the next day, finding out now his coat could not be cleaned and would have to grow out because of the urine stain!
I contacted Best friends on 10/14. Although they were very apologetic, they could not answer why this happened. I was told a district supervisor would contract me in regards to my concerns. No once has contacted me as of this writing to discuss my concerns. I also sent three emails to the local branch, with NO response.

It is very concerning that I pay for services to care for our pet and is seems he was left unattended for the duration of his stay in his own Urine. No words can express my disappointment with Best Friends right now........

Our pet stayed in the Best Friends Durham facility from 10/8 to 10/12. He is a 6lb white Maltese. When picking him up his legs, belly and tail were very discolored/dirty. Once home I discovered his was covered/saturated in dry Urine. I had him groomed the next day, finding out now his coat could not be cleaned and would have to grow out because of the urine stain!
I contacted Best friends on 10/14. Although they were very apologetic, they could not answer why this happened. I was told a district supervisor would contract me in regards to my concerns. No once has contacted me as of this writing to discuss my concerns. I also sent three emails to the local branch, with NO response.
It is very concerning that I pay for services to care for our pet and is seems he was left unattended for the duration of his stay in his own Urine. No words can express my disappointment with Best Friends right now........","neg-1

Review: I boarded my cat at the location [redacted] for six days in May 2014. Two days before discharge she was given a bath at my request. She was placed in the dryer unsupervised and as a result suffered severe pain and trauma. She was very fearful of the dryer having never been in one before and scratched so long, about five minutes, and so hard that she ripped out her right du claw completely and her left du claw is merely a stub. (Had she been supervised surely at the first sign of a struggle she would have been removed without the opportunity to completely rip out her claws?) I was notified after it had happened. I was told that she "pulled on her claws" so that "they bled a little bit but we cleaned her up,put antibiotic ointment on her and she's doing fine in her cage now"Once I took her to the vet and realized that they were completely pulled out, he and I both agreed that between the fear of the loud dryer and the pain from the pulling of the claws that she must have been in extreme pain. We also both agreed that had she been supervised, since Best Friends knew that she had never been bathed before, let alone but in a dryer, rather than blow dried like most other pet spas, that this would not have happened.I have faxed the vet bill to the Best Friends [redacted] directly and expect that they submit it to the pet insurance that I paid for. I also would expect a refund of the price of the bath.Desired Settlement: $125.00 vet bill to be paid by pet insurance and a reasonable portion of the $60.00 bath fee refunded to credit card used to pay bill

Business

Response:

From: [redacted]

Sent: Tuesday, July 01, 2014 10:29 AM

To: [redacted]

Subject: Complaint ID [redacted]

7/1/2014

We are happy for the chance to be able to respond to your concerns regarding the care of your sweet [redacted] through the Revdex.com.

In regards to [redacted] being left unattended in our grooming room, I assure you this is not the case. [redacted] did try to work her way out of her drying compartment in our grooming room - and in that instant, she caught her claw. We immediately saw this and immediately addressed it by informing you of the situation and offering our services to bring her to her Veterinarian for care. At your request, we did not do this as it didn't appear to be an emergency but we are not veterinarians and the decision was ultimately yours. In any event, we have instituted a Pet Insurance Program to help with boarding related illnesses or injuries as there is always a level of risk involved in daily situations (not just boarding, but in life!). You were able to take advantage of this Plan and were reimbursed for any vet fees related to her paws. While we aren't able to control the behaviors of our pet guests, we are able to provide them with a safe and fun environment with a staff that takes immediate action if said pets injure themselves.

[redacted] was a great guest with us and we hope this response finds her on the road to a quick recovery.

Receptionist

Best Friends Pet Care, Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First and foremost the vet bill that I accrued was paid for under the insurance plan offered but that begs the question what would have happened if I had not purchased the insurance. The bottom line is that [redacted] suffered trauma at this business. I reject the business response because she could not have been removed from the dryer after she caught her because contrary to their response 2 of her claws were ripped out not just one.

Secondly according to my vet who is a professional and has no reason to lie that in order for 2 claws to be ripped out a significant amount of force had to be generated. To me this means that she had a long time to rip out both of her claws. Therefore it was not the case of her being in the dryer, the best friends staff seeing her catch her claw and her immediately being removed.

If it is clear from their response that best friends has no plans to admit liability for leaving an animal unsupervised. It is also clear that they make no plans to accept some sort of responsibility for their actions by reimbursing me for part of the bath. And it is also clear from the comments on the internet and the blogs that best friends has had problems with staffing. Of course I have learned that after the fact.

Since this has become a he said she said sort of situation I think a proper resolution might be to leave both comments out there at the Revdex.com site and let other consumers decide.

Sincerely, [redacted]

the facility in [redacted] is not providing adequate management and supervision of untrained staff. Facility is very small and the vet office next door (for which extra money is requested) is only divided by a flimsy piece of painted drywall (you can hear everything that happens in the other office); this facility even though affiliated with [redacted]'s Best Friend (and advertises so on their website) does not clearly identify their building as such, still trading under another business name, [redacted] Pet Hotel