Bluebonnet Bunk'n Biscuit

Thank you for the opportunity to address this issue.
We would be happy to refund Mr. [redacted]'s Doggie Daycare fee for the day.  We can mail a check to him today.  We will refund the $22 full daycare rate.
We have safety protocols in place to limit dog...

altercations and to address any issues as they arise.  For any serious occurrences we have our staff fill out an incident report.  However when Scout arrived at 7:35am, the scuffle in which he was involved was not serious in nature and did not require any documentation.  In addition, we perform a Snout to Tail assessment on all guests, including our Daycare Guests at approximately 11am and 4pm daily.  This is a check of all guests for any signs of illness or injury.   Unfortunately Scout's injury was not accounted for at the 11am Snout to Tail Assessment (he checked out before the 4pm Snout to Tail Assessment).  We have retrained and briefed the staff involved so this error is not repeated.  
When Mrs. [redacted] called at approximately 4:30pm on Friday May 16th, our evening receptionist relayed the information to me immediately for research purposes.  Our daytime manager had gone home for the day.  Because the morning incident was not significant to our knowledge at that time and Scout continued his day in play group until pickup, I was not aware of any issue with his stay.  This research involved calling the morning staff to decipher what may have happened.  Those staff members had gone home and the research took approximately an hour and a half during which time Mr. [redacted] continued to call and ask our receptionist for information and why he had not received a call back.  She explained on several occasions that I would give him a call just as soon as I had information on what may have happened.  I called Mr. [redacted] at approximately 6:45pm - 7:00pm the same day (this is approximate as there is not a record of outgoing phone calls).  I explained to Mr. [redacted] that there was a minor issue upon Scout's entering play group that morning and apologized for the miscommunication or lack of notification of the issue and our missing the injury they found on Scout.
All clients are made aware of the risks associated with doggie daycare and dogs in group play.  Although all guests receive a behavioral assessment, dogs in supervised play group will sometimes have issues with other dogs.  The risks clients are made aware of are:  cuts, scratches, bites, including puncture wounds and other injuries.  The owner accepts these risks as part of their desire for their dog to be involved in social play groups with other dogs.  The liability for all vet bills under our Canine Care Agreement is the responsibility of the owner.
Unfortunately Mr. [redacted] only brings Scout intermittently for daycare so Scout is unaccustomed to socializing with dogs in a facility environment. The majority of guests come to daycare at least 3 times per week, and some guests come daily.  This affords them the opportunity to be comfortable in the environment and accustomed to playing appropriately with other guests.  
The last five dates Mr. [redacted] has brought Scout are as follows:  
May 16, 2014,
March 7, 2014,
December 14, 2013,
November 8, 2013 and
August 15, 2013.   
This sporadic attendance isn't conducive to a stable dog for playgroup.  We have also retrained our reception staff to notify any guest who, like Mr. [redacted], only brings their dog intermittently, to require a re assessment and suggest a more frequent schedule.
I hope that this explanation is helpful but if more information is needed, we are happy to keep the lines of communication open.
Sincerely,
[redacted]