Calypso Boarding Kennels Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10790215, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
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In response to the kennel's facility management/owner - I feel my husband and I did give the business ample opportunity to do the right thing in good faith and good business practices by compensating us for at least half of the vet bill we incurred from our dog getting sick in their facilityOnce they stated they were not "negligent" or "responsible" then I did state I would post a negative comment about their facility, this was not a threat, it was just an alternate step in the process, depending on their response to the situationPublic Internet reviews are available and there is nothing inappropriate to use themThe post I put about their business was honest, it also noted positive points about the friendly staff and previous positive experience using the facilityI have reviewed State codes and found that if an animal is hurt while being boarded, it is the responsibility of the kennel to incur the medical expenses, how is an illness any different? My dog is not social and cannot be around other dogs. This was clearly contracted due to the facility not being santized properly

Tell us why here..
I was notified that the client wanted to speak with me.  After I received their message I sent an
email to them informing them I would contact them the next day.  I understand that my email went into their
spam folder so the impression was that I was unresponsive....

 
Our first priority is the health and safety of each pet that
boards with us.  In an attempt to lower
the incidence of illness, we require vaccinations on all pets prior to staying
with us.  One vaccine we require is Bordetella.  The Bordetella vaccine does not cover all
strains of the virus but we believe it does add another layer of protection and
therefore it is a requirement.
Unfortunately, we did have cases of canine cough while their
pet boarded with us.  We did not have
knowledge of these cases when they checked in otherwise we would have informed
them of this.  In an effort to be
completely transparent we notified all clients upon check out to be aware of
the symptoms and to contact us so we could track incidence of canine
cough.  We included a handout on canine
cough so each client would be fully informed. 
We also informed all upon making a reservation and dropping off their
pet that there were confirmed cases.  We
believe this was the responsible thing to do. 
Canine cough is similar to a human cold.  It is most prevalent in the summer months and
although we take every precaution to prevent the virus it is not something that
we can eradicate 100% of the time.  It is
also found in any environment.  There is
no negligence on our part and although we sympathize that the client’s pet
contracted the virus we are not responsible for veterinary services they
obtained.   During my conversation with the client I could
hear the spouse in the background yelling she would write negative reviews if
they were not compensated for their veterinary expense.  This was viewed as an attempt to extort funds
from us.  The client has made good on her
threats and has posted negative reviews on different sites. 
We have been in business for 25 years and have a very good
reputation in our community.  We are
appalled this client’s ignorance about a common cold has led her to smear our
great reputation in public forums.  We
will not be threatened into providing funds when there was no negligence on our
part. 
.

Tell us why here..
I was notified that the client wanted to speak with me. 

size="3">After I received their message I sent an
email to them informing them I would contact them the next day.  I understand that my email went into their
spam folder so the impression was that I was unresponsive.  
Our first priority is the health and safety of each pet that
boards with us.  In an attempt to lower
the incidence of illness, we require vaccinations on all pets prior to staying
with us.  One vaccine we require is Bordetella.  The Bordetella vaccine does not cover all
strains of the virus but we believe it does add another layer of protection and
therefore it is a requirement.
Unfortunately, we did have cases of canine cough while their
pet boarded with us.  We did not have
knowledge of these cases when they checked in otherwise we would have informed
them of this.  In an effort to be
completely transparent we notified all clients upon check out to be aware of
the symptoms and to contact us so we could track incidence of canine
cough.  We included a handout on canine
cough so each client would be fully informed. 
We also informed all upon making a reservation and dropping off their
pet that there were confirmed cases.  We
believe this was the responsible thing to do. 
Canine cough is similar to a human cold.  It is most prevalent in the summer months and
although we take every precaution to prevent the virus it is not something that
we can eradicate 100% of the time.  It is
also found in any environment.  There is
no negligence on our part and although we sympathize that the client’s pet
contracted the virus we are not responsible for veterinary services they
obtained.   During my conversation with the client I could
hear the spouse in the background yelling she would write negative reviews if
they were not compensated for their veterinary expense.  This was viewed as an attempt to extort funds
from us.  The client has made good on her
threats and has posted negative reviews on different sites. 
We have been in business for 25 years and have a very good
reputation in our community.  We are
appalled this client’s ignorance about a common cold has led her to smear our
great reputation in public forums.  We
will not be threatened into providing funds when there was no negligence on our
part. 
.

Review: Our dog boarded at this kennel from 8/20/15 - 8/24/2015. Upon pick-up of my dog, I was informed that the kennel had a virus present and told to look for symptoms. Two days later, my dog starts showing these symptoms. My husband called the kennel to report the symptoms and was told "our dog most likely has kennel cough" (even though the dog has been vaccinated). Having no personal experience with kennel cough, he asked "how does one get rid of this cough?" The employee replied "with antibiotics" He asked if they were going to cover the vet bill. He was told that is a decision management has to make and someone from management will call him back. In the meantime, we called the vet and were told the dog needs to be seen asap before things get worse. The cost of the vet visit, two medications (antibiotics and cough tablets) was approximately $140. After several phone calls to the kennel requesting to speak with management, I was promised a return phone call, but did not receive one. I then emailed the kennel and requested to speak to a manager (I also attached a copy of the invoice of the vet bill). Finally, three days later, we receive a phone call from the kennel's manager (my husband took the call). After a very lengthy conversation, my husband was told that they are not responsible nor were they negligent. I disagree, I believe they have an obligation to the health of animals in their care. Not to mention, I paid two bills totaling over $300 (kennel + vet) and have a very sick dog. We did not ask them for a refund of the services they provided (boarding and shampooing the dog), only to compensate us for the vet bill we incurred. The response was "no". Then we asked if we could compromise and to meet half way on the vet bill. This offer was also declined. Coincidentally, within the last week, they have a review of unsanitary conditions , I wish I read before bringing the dog. Now they have an admitted viral problem in the kennel. (google reviews)Desired Settlement: I would like reimbursement of vet expenses for treatment of kennel cough, which my dog contracted in their boarding facility. The total cost of the bill is $134.72. (will send in pdf format)

Business

Response:

Tell us why here..

I was notified that the client wanted to speak with me. After I received their message I sent an

email to them informing them I would contact them the next day. I understand that my email went into their

spam folder so the impression was that I was unresponsive.

Our first priority is the health and safety of each pet that

boards with us. In an attempt to lower

the incidence of illness, we require vaccinations on all pets prior to staying

with us. One vaccine we require is Bordetella. The Bordetella vaccine does not cover all

strains of the virus but we believe it does add another layer of protection and

therefore it is a requirement.

Unfortunately, we did have cases of canine cough while their

pet boarded with us. We did not have

knowledge of these cases when they checked in otherwise we would have informed

them of this. In an effort to be

completely transparent we notified all clients upon check out to be aware of

the symptoms and to contact us so we could track incidence of canine

cough. We included a handout on canine

cough so each client would be fully informed.

We also informed all upon making a reservation and dropping off their

pet that there were confirmed cases. We

believe this was the responsible thing to do.

Canine cough is similar to a human cold. It is most prevalent in the summer months and

although we take every precaution to prevent the virus it is not something that

we can eradicate 100% of the time. It is

also found in any environment. There is

no negligence on our part and although we sympathize that the client’s pet

contracted the virus we are not responsible for veterinary services they

obtained. During my conversation with the client I could

hear the spouse in the background yelling she would write negative reviews if

they were not compensated for their veterinary expense. This was viewed as an attempt to extort funds

from us. The client has made good on her

threats and has posted negative reviews on different sites.

We have been in business for 25 years and have a very good

reputation in our community. We are

appalled this client’s ignorance about a common cold has led her to smear our

great reputation in public forums. We

will not be threatened into providing funds when there was no negligence on our

part.

.