Camp Run-A-Mutt Sorrento Valley

Complaint ID: [redacted]Response to a complaint submitted on 911. We received this notice from Revdex.com on 9/8/2015. We replied to the customer below.9/21/2015 Dear [redacted],This letter is in response to your Revdex.com review that you left on 9/1/2015.As dog lovers and pet parents ourselves, it breaks...

our heart any time a dog we care about is hurt. Dozens of pet parents entrust their dogs with us because of our cage-free environment where pups both big and small can socialize, interact, and play in a fully supervised environment together. We strive to do our best when accepting dogs with special health needs into camp and always try to be forward in communicating with pet parents with any questions or concerns we have about their fur babies.[redacted] came to us with a special medical condition and a history of knee surgery, which we definitely took into consideration from the moment he entered our camp. We understood that both our camp staff and you realized that by having [redacted] engage in a cage-free environment, that there is an increased risk due to his health history, and that is why you agreed to signing a service agreement on June 30th, 2015, noting you understood this when your pup entered the play yard. (Copy attached. Section 14.)When [redacted] entered the dog yard for the first time on August 15th, our yard staff noticed the pack of dogs who had already been established at camp were coming to greet him all at once, wanting to sniff him like normal dog pack mentality. Our staff, knowing the information about his special needs worried about him feeling overwhelmed, so they picked him up and placed him on an apparatus that was higher than the other dogs to defuse the pack welcome that the other campers may have given him, while our yard staff stood by him on the apparatus.When [redacted], who was watching the yard through our window, had expressed his concern with [redacted] being on top of the apparatus to our front desk staff, we immediately placed [redacted] back down on the ground, relied the message to all other yard staff, and wrote this on our communication boards Outside.When our yard staff came back inside the building, [redacted] approached us to apologize for his overprotective behavior and stated that “you just worry so much for [redacted]'s safety." (Which we can understand being pet parents ourselves!) We assured you at that time that [redacted] does take some time to warm up to the other campers and that all the staff members know he cannot be allowed to climb onto and down any structures in the future. You seemed to have left [redacted] in our care with comfort and assurance. Later that day, when [redacted] called during his visit to check on [redacted], we also assured her that [redacted] looked healthy and happy. That being said, none of the yard or front desk staff had noticed [redacted] limping or showing any signs of distress or pain after placing him off of the apparatus during that event or at time of pickup that day, and as we recall, neither did you. [redacted] was not placed on any apparatuses throughout the rest of his day at camp.Two weeks following his initial visit, when [redacted] came in to aware us of the situation poor [redacted] was in, he was very angry and used curse words while telling me specifically not to contact him in the future, not allowing a conversation or research to be made on the situation. I, [redacted], who had never met [redacted] before and wasn't aware of the initial situation, was not even allowed a chance to speak-as he was pacing around the building. We were very surprised and disheartened to hear the news about [redacted] and felt frustrated that we could not remediate the situation- but we followed your wishes. I apologize if it seemed like we didn't care, it was more of a shock because I was completely unaware of the previous camp visit.After we heard the news about [redacted], we quickly began doing research on the situation, talking to our staff who worked that day, and understanding type of injury that [redacted] received. We also spoke to the veterinarian that treated him after the injury to make sure he was getting better! The vet had informed us that it is entirely possible for a dog to fracture a fibula by jumping off of a bed or a sofa at home, and this type of injury is not at all common at a doggy daycare setting. You mentioned in your Revdex.com review that you had to refrain [redacted] from jumping off an elevated bed at home, which makes it likely that he regularly jumps off furniture at home.That being said, we're very happy to hear that [redacted] is mid-way into his healing process and is expected to have a full recovery in a few weeks! We understand that you are disappointed that [redacted] is injured and we are very concerned as well. However, had the injury occurred from negligence on our part, we would have paid for part or all of the vet bills. Unfortunately this was purely a fluke accident that could have happened jumping on a sofa or bed at home according to [redacted]'s veterinarian. We will gladly give a donation to the [redacted] in [redacted]'s name as we love donating for a good cause and we hope to remediate the situation. We will continue to strive to be the safest place for dogs to play and we wish [redacted] the best and hope that he has a speedy recovery!We hope you can consider revising the negative review that you left us in hopes that you understand the miscommunication that happened here and know we would NEVER purposely bring any dog harm or not follow through on a situation such as this one. We are a small family owned business trying to be safe and do the right things to provide for our families as well (both human and canine) and we appreciate your time.Sincerely,[redacted], Owner/Dog LoverCamp Run-A-Mutt, [redacted] 11468 [redacted] Road, Suite B San Diego, CA 92121 main: 858–272-6310 direct: [redacted] fax: 858-2.27–0320

Complaint ID: [redacted]
0pt; margin-bottom: 5pt;">Response to a complaint submitted on 911. We received this notice from Revdex.com on 9/8/2015. We replied to the customer below.
9/21/2015 Dear [redacted],
This letter is in response to your Revdex.com review that you left on 9/1/2015.
As dog lovers and pet parents ourselves, it breaks our heart any time a dog we care about is hurt. Dozens of pet parents entrust their dogs with us because of our cage-free environment where pups both big and small can socialize, interact, and play in a fully supervised environment together. We strive to do our best when accepting dogs with special health needs into camp and always try to be forward in communicating with pet parents with any questions or concerns we have about their fur babies.
[redacted] came to us with a special medical condition and a history of knee surgery, which we definitely took into consideration from the moment he entered our camp. We understood that both our camp staff and you realized that by having [redacted] engage in a cage-free environment, that there is an increased risk due to his health history, and that is why you agreed to signing a service agreement on June 30th, 2015, noting you understood this when your pup entered the play yard. (Copy attached. Section 14.)
When [redacted] entered the dog yard for the first time on August 15th, our yard staff noticed the pack of dogs who had already been established at camp were coming to greet him all at once, wanting to sniff him like normal dog pack mentality. Our staff, knowing the information about his special needs worried about him feeling overwhelmed, so they picked him up and placed him on an apparatus that was higher than the other dogs to defuse the pack welcome that the other campers may have given him, while our yard staff stood by him on the apparatus.
When [redacted], who was watching the yard through our window, had expressed his concern with [redacted] being on top of the apparatus to our front desk staff, we immediately placed [redacted] back down on the ground, relied the message to all other yard staff, and wrote this on our communication boards Outside.
When our yard staff came back inside the building, [redacted] approached us to apologize for his overprotective behavior and stated that “you just worry so much for [redacted]'s safety." (Which we can understand being pet parents 
ourselves!) We assured you at that time that [redacted] does take some time to warm up to the other campers and that all the staff members know he cannot be allowed to climb onto and down any structures in the future. You seemed to have left [redacted] in our care with comfort and assurance. Later that day, when [redacted] called during his visit to check on [redacted], we also assured her that [redacted] looked healthy and happy. That being said, none of the yard or front desk staff had noticed [redacted] limping or showing any signs of distress or pain after placing him off of the apparatus during that event or at time of pickup that day, and as we recall, neither did you. [redacted] was not placed on any apparatuses throughout the rest of his day at camp.
Two weeks following his initial visit, when [redacted] came in to aware us of the situation poor [redacted] was in, he was very angry and used curse words while telling me specifically not to contact him in the future, not allowing a conversation or research to be made on the situation. I, [redacted], who had never met [redacted] before and wasn't aware of the initial situation, was not even allowed a chance to speak-as he was pacing around the building. We were very surprised and disheartened to hear the news about [redacted] and felt frustrated that we could not remediate the situation- but we followed your wishes. I apologize if it seemed like we didn't care, it was more of a shock because I was completely unaware of the previous camp visit.
After we heard the news about [redacted], we quickly began doing research on the situation, talking to our staff who worked that day, and understanding type of injury that [redacted] received. We also spoke to the veterinarian that treated him after the injury to make sure he was getting better! The vet had informed us that it is entirely possible for a dog to fracture a fibula by jumping off of a bed or a sofa at home, and this type of injury is not at all common at a doggy daycare setting. You mentioned in your Revdex.com review that you had to refrain [redacted] from jumping off an elevated bed at home, which makes it likely that he regularly jumps off furniture at home.
That being said, we're very happy to hear that [redacted] is mid-way into his healing process and is expected to have a full recovery in a few weeks! We understand that you are disappointed that [redacted] is injured and we are very concerned as well. However, had the injury occurred from negligence on our part, we would have paid for part or all of the vet bills. Unfortunately this was purely a fluke accident that could have happened jumping on a sofa or bed at home according to [redacted]'s veterinarian. We will gladly give a donation to the [redacted] in [redacted]'s name as we love donating for a good cause and we hope to remediate the situation. We will continue to strive to be the safest place for dogs to play and we wish [redacted] the best and hope that he has a speedy recovery!
We hope you can consider revising the negative review that you left us in hopes that you understand the miscommunication that happened here and know we would NEVER purposely bring any dog harm or not follow through on a situation such as this one. We are a small family owned business trying to be safe and do the right things to provide for our families as well (both human and canine) and we appreciate your time.
Sincerely,
[redacted], Owner/Dog Lover
Camp Run-A-Mutt, [redacted] 11468 [redacted] Road, Suite B San Diego, CA 92121 main: 858–272-6310 direct: [redacted] fax: 858-2.27–0320