Boston Paws

To whom it may concern, I’m writing to address the complaint regarding Boston Paws by [redacted] to the Revdex.com on December 9, 2017, [redacted] on December 9, and on [redacted] on December 9, Ms [redacted] boarded her two dogs, Buttercup and Buster from November 22, through November 26, [redacted] chose Boston Paws as her boarding facility after her family care fell through and she was referred to us by a friend We were happy to accommodate her boarding needs on short notice as we are a new business, and are thrilled when new clientele is referred to us As part of our boarding intake policy and procedures, owners are required to complete a liability form that includes a liability release, veterinary records, authorization of medical care, vicious tendencies, allergies, medications, special diets, damage release as well as other releases Ms [redacted] completed this release for both of dogs on November 18, Ms [redacted] verbally notified us prior to boarding that Buttercup and Buster are both rescue dogs that have a horrible past of abuse, neglect etc In addition she communicated to us that Buttercup was nervous and shy, that Buster can be aggressive at times, and that he was on medication that would need to be administered during his boarding Given Ms [redacted] ’s description of her dogs, and her need to provide a safe environment for them over the Thanksgiving holiday, we made an exception to our policy and allowed Ms [redacted] to bring her own dog beds for boardingButtercup and Buster did require special treatment while they boarded with us, which we were happy to accommodate Buttercup was taken on solo walks times a day as she didn’t enjoy the group outdoor area and Buster was given his medicine as instructed In addition they were fed as instructed by Ms [redacted] and participated in group play daily with our other boarders and day care dogs There were a few times during their stay that they did not want to participate in group play At those times Buttercup and Buster were in their designated boarding kennel We do not force dogs to participate in group play if they do not want to We also allowed Ms [redacted] to pick her dogs up from boarding hours after we closeDecember 1, was the first time I heard from Ms [redacted] after picking up her dogs on November 26, She reached out to me via email saying that when she picked up her dogs, their beds were covered in urine and asked what was Boston Paws going to do about this When Ms [redacted] picked up her dogs, the dog beds were not covered in urine so I was very surprised to hear this from her five days after she picked the dogs up from boarding I understand my role and responsibility as a small business owner and reached out to Ms [redacted] twice on December 4, 2017, and twice more December , to discuss her concerns and try to work with her to find a solution I was happy to go outside of our policy again for Ms [redacted] and replace her dog beds, but she never responded to my outreach, and therefore was never given the opportunityOn December 9, I was completely taken aback by two reviews written by Ms [redacted] on [redacted] as well as *** In her reviews she accuses Boston Paws of neglect These reviews were hurtful on a personal and professional level, and are not accurate Boston Paws is built on our love for dogs We are a family run business, who actually spent our Thanksgiving holiday at the facility with our boarders I’ve attached Ms [redacted] ’s signed liability, our boarding policy, her emails as well for your reviewI appreciate the opportunity to respond to Ms [redacted] ’s complaint and welcome the opportunity to speak to you directly on this matterWe are heartbroken that we received such a negative and inaccurate review and are open and willing to work with the Revdex.com to resolve the situation Sincerely, [redacted] FounderBoston PawsBelgrade AveRoslindale MA [redacted]

Hello again, I am writing to follow up on a complaint by *** *** I previously replied with the details and facts surrounding Buster and Buttercups stay with us in November When *** first called to book with us she informed us about the dogs horrible abusive past and it tugged right at our heart so we made sure their stay was as stress free as possible Rescues with a bad history are usually very nervous and not themselves around new people They warmed up to us right away but Buttercup was still so scared of other dogs She also mentioned that Buster could be toy aggressive We bent over backwards to accommodate Ms *** and her dogs We went against several policies in place because she was a referral of a mutual friend We do allow pick ups after hours however there is typically a fee associated with this, which again we went against policy and waived it for her *** mentioned several times that she really didn’t have the money to board them as she wasn’t planning on it originally Of course we felt bad and that is why we tried to help as much as possible All policies are clear on our website and are discussed prior to services and again in person upon intake She not only signed a waiver but understood her dogs beds could be ruined She decided that for the sake of their mental health and overall ability to have an enjoyable time she wanted to leave their beds In no way were they soaked in urine They went home in the exact same condition they came in As did the dogs Buster ended up really enjoying himself Poor Buttercup was so nervous that she only left her kennel to go on solo walks All of our dogs are on a routine/schedule so there is no room for error Dogs that do not go out in group go on a minimum of walks a day Again this is policy Safety of our dogs comes first The employee she keeps referring to was my father, owner of the business Because we are family owned and operated we decided as a family to let our entire staff spend the Thanksgiving holiday with their families and all of us owners were here instead Our level of commitment to the dogs , our staff, our clientele and community is unmatched and these continued remarks are extremely hurtful At this point there is nothing more we can do except wish the *** family health and happiness in the new year *** Boston Paws Belgrade Ave, RoslindaleBostonpaw.com*** ***
***

To whom it may concern, I’m writing to address the complaint regarding Boston Paws by [redacted] to the Revdex.com on December 9, 2017, [redacted] on December 9, 2017 and on [redacted] on December 9, 2017. Ms. [redacted] boarded her two dogs, Buttercup and Buster from November 22, 2017...

through November 26, 2017.  [redacted] chose Boston Paws as her boarding facility after her family care fell through and she was referred to us by a friend.  We were happy to accommodate her boarding needs on short notice as we are a new business, and are thrilled when new clientele is referred to us.  As part of our boarding intake policy and procedures, owners are required to complete a liability form that includes a liability release, veterinary records, authorization of medical care, vicious tendencies, allergies, medications, special diets, damage release as well as other releases.  Ms. [redacted] completed this release for both of dogs on November 18, 2017.  Ms. [redacted] verbally notified us prior to boarding that Buttercup and Buster are both rescue dogs that have a horrible past of abuse, neglect etc.  In addition she communicated to us that Buttercup was nervous and shy, that Buster can be aggressive at times, and that he was on medication that would need to be administered during his boarding.  Given Ms. [redacted]’s description of her dogs, and her need to provide a safe environment for them over the Thanksgiving holiday, we made an exception to our policy and allowed Ms. [redacted] to bring her own dog beds for boarding. Buttercup and Buster did require special treatment while they boarded with us, which we were happy to accommodate.  Buttercup was taken on solo walks 5 times a day as she didn’t enjoy the group outdoor area and Buster was given his medicine as instructed.  In addition they were fed as instructed by Ms. [redacted] and participated in group play daily with our other boarders and day care dogs.  There were a few times during their stay that they did not want to participate in group play.  At those times Buttercup and Buster were in their designated boarding kennel.  We do not force dogs to participate in group play if they do not want to.  We also allowed Ms. [redacted] to pick her dogs up from boarding 4 hours after we close. December 1, 2017 was the first time I heard from Ms. [redacted] after picking up her dogs on November 26, 2017.  She reached out to me via email saying that when she picked up her dogs, their beds were covered in urine and asked what was Boston Paws going to do about this.  When Ms. [redacted] picked up her dogs, the dog beds were not covered in urine so I was very surprised to hear this from her five days after she picked the dogs up from boarding.  I understand my role and responsibility as a small business owner and reached out to Ms. [redacted] twice on December 4, 2017,  and twice more December 6 , 2017 to discuss her concerns and try to work with her to find a solution.  I was happy to go outside of our policy again for Ms. [redacted] and replace her dog beds, but she never responded to my outreach, and therefore was never given the opportunity. On December 9, 2017 I was completely taken aback by two reviews written by Ms. [redacted] on [redacted] as well as [redacted].  In her reviews she accuses Boston Paws of neglect.  These reviews were hurtful on a personal and professional level, and are not accurate.  Boston Paws is built on our love for dogs.  We are a family run business, who actually spent our Thanksgiving holiday at the facility with our boarders.  I’ve attached Ms. [redacted]’s signed liability, our boarding policy, her emails as well for your review. I appreciate the opportunity to respond to Ms. [redacted]’s complaint and welcome the opportunity to speak to you directly on this matter. We are heartbroken that we received such a negative and inaccurate review and are open and willing to work with the Revdex.com to resolve the situation.   Sincerely, [redacted]FounderBoston Paws313 Belgrade AveRoslindale MA 02131[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 Ms. [redacted] neglects to mention several important details in her response.  Buster and Buttercup are rescue dogs and were the victims of neglect and abuse, but that was 7 years ago and they have been in a loving home being well cared for ever since.  Consequently, they are happy, well adjusted dogs, with the exception that Buttercup can be a bit afraid of men and some random objects like dumpsters. I certainly never said that Buster is aggressive, because he most certainly is not. Further, Ms. [redacted] neglected to report that she was well aware of my experience before she heard from me, through our mutual friend.  I was concerned about impacting my friend, and shocked at the condition the dogs were returned to us in, and wanted to compose a thoughtful reasonable email to her which is why I didn't write for 6 days.  She also should have known from her employee who returned my dogs to me that I had mentioned that things were problematic.  Instead, she has implied to me that she has "no idea who could have said that" about Buttercup being left in the kennel for 24 hours to sit in her own waste, despite describe her business repeatedly as a tight knit family run operation.  It appeared that there was only one employee working when we picked up the dogs, and he was eager to get back inside to the other dogs.  Why would an employee tell me that she wouldn't leave the kennel if she went on 5 walks a day??  Would the beds still be soaking wet with urine if everything had gone fine after the first 24 hours of a 3 night stay?  Incidentally, the dogs did not stay from the 22nd to the 26th, we picked them up on the 25th. Ms [redacted] repeatedly said they were "open 24 hours for pickup" when I asked if we could pick them up between 6 and 8 pm and that it was absolutely no problem. Lastly, Ms. [redacted] neglected to mention that I responded to her voicemail on December 6th immediately with another email asking her to please keep our correspondence in writing and to please offer me a solution to my dissatisfaction by Friday the 8th.  I never heard from her again.  At which point, I received the definite feeling that Ms [redacted] cared neither about my business nor about my dogs.  I left honest reviews based on our terrible experience.  If you look at my [redacted] profile you will see that I review many small businesses, and almost always favorably.  This has been an extremely painful and upsetting set of interactions and I hope it comes to a conclusion soon.  I have attached a screen shot of my email to Ms [redacted] on Dec 6, I typed it on my phone so there are a couple of typos. Thank you.[redacted]
Regards,
[redacted]