Collins Donuts

This pet was brought to stay at our facility on Saturday, June 3'through to Saturday, June (th 2017.We offer two types of boardingStandard boarding that includes an indoor/outdoor kennel where the dogs are unable to interact with one another, but are able to go in and out at their leisure
We also offer Suite Boarding which is an all-inclusive boarding styleThis includes a private room in the evening and participation in group daycare for hours a dayThe Weaver family chose to book in a suite, like they have for past stays since 2014.On June 8", during daycare, there was an altercation between dogs; *** was injured as a resultDaycare staff immediately took *** to the animal hospital next door to our facility for medical careNoah's staff called both phone numbers that the family had listed as an emergency contactThe first number went to voicemail and we left a message asking the owners to call back as soon as possibleThe second number also went to voicemail and state that the mailbox was full/not set up.YES or WO, IN THE EVENT THAT I CANNOT BE REACHED, if injury or illness wouldoccur in my pet, give Noah's Ark Veterinary Center permission to treat *** animalI, the pet owner, agree to pay all related expenses, associated with treatment up to:$ 100,00, 8250.00, 8500.00, SI,WQ LIMITuntil I am an'ailable to discuss fifther care and costs, associated with the attending veterinariant, or staff member at Woah's*** was bleeding, so the veterinarians at the animal hospital needed to evaluate *** for injuriesThey did shave the area in question to see the type and severity of the injuries and dispense medications as neededNoah's did receive a call overnight from the owner, who became concerned when they did not see *** on the web cam in her suiteI did give her a call first thing Friday morning to let *** *** know that there was an incident and *** had been injured while in daycareAlso, I let *** *** know that we had attempted to contact them through their emergency numbers and left messages when ableBy this period in time, treatment of ***'s injuries had been completed*** was picked up on Saturday June 10, The next day, Sunday June 11, *** *** returned to the kennel around 4:50pm to return the two leashesWhile at the facility, *** *** asked a staff member to call me on my cell phone as she wanted to talk with meI did speak with *** ***, who discussed her concerns about the incident and how I could help herShe wanted to set up a meeting with me but due to my full schedule I was unable to set up the meeting with *** ***I was happy to discuss the situation with her over the phone at that time but *** *** declinedShe preferred to talk over the phone when she returned home and had some privacyI stated that I would call her back as soon as I had time to do so, which ended up occurring around am the next day, Monday June 12".When I called the owner back on Monday morning, around am, did go over the signed documents from ***'s stay that had been signed at drop offWhen she dropped her dogs off at the facility, their stay from Saturday to Saturday (nights) was $per night which equaled out to Stotal for the week*** was considered a second dog in the suite; we consider the smaller pet the second pet, herboarding for the week was $per night which equaled out to Sfor the weekAs *** *** has been boarding her dogs at our facility several times, I offered to pay for the medical bill which was S*** *** also asked if she could be compensated for one or two nights of boarding as wellI did credit her invoice Sfor the one nightI also offered to apply a credit of Sto her account for future stays at the facility, but *** *** refused.To address the owners bill, when I talked with her on Friday I told her that because she had been a client for a few years, we would cover the cost of the medication as a courtesyAt this time there would be no additional charges at pick up on SaturdayThere was a min the system at check out and the staff member, who was checking the dog out, did not see that the stay had already been paid for.We would also like to thank *** *** for returning the leashes that were inadvertently sent home with ***We did not ask that she return the leashes but we do appreciate her taking the time to return these items.What has happened with *** is unfortunate, but it is one of the possibilities that could happen during group play in the kennelI feel that our business offered and provided adequate compensation, up to $($vet bill, $boarding credit, plus the $invoice credit for this recent stay)We also pledged to give appropriate care and attention as needed and I feel like we exceeded in that pledge for ***We attempted to notify the owners at the provided emergency phone numbers before proceeding to get *** the treatment she needed following the incident in question.Please contact me if you need more information regarding this complaintAdditional material provided for further inquiry.Sincerely,Andrew B

[redacted]I would like to add the following in response to Noah's letter. Although I do accept their response there are some things I need to add. I stand by the fact that neither my husband nor I received a call in regards to the situation that occurred. The letter says when they called my husband it stated his voicemail box was not set up yet. I call his number a few times a week and often times am required to leave him a message. I leave him a message successfully every time without issues. Also, when the owner called me the next morning he was able to get through to me immediately without the issues experienced the day before. When I found out Noah's attempted to call me the day before I even restarted my own phone several times to be certain in case something didn't come through initially. The call was either not made, or not made correctly. Whoever attempted to call me about the incident, I was told, may not have dialed the number correctly to the outside line. Please do your best to educate this employee so that these issues do not happen in the future. Also, there was discussion of a credit to my account at Noah's, but that's all it was. There were no amounts discussed and there was no mention that $70 would be credited back to my card (which I assuming this is what he means). There was also no discussion of the $180. I was only told I would receive a credit, which I did indeed refuse because we will not be returning. Thank you.
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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
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