Cooper Mountain Kennel LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below On initial installation, the technician plugged the sump pump into the outlet that the business claims was damaged prior to installation Therefore, the original technician did not completely work around the area as indicated in their response and did indeed touch and interact with the outlet that they claim was damaged prior to the install It was the business' job to ensure that the sump pump was working upon leaving the job site The failure of the original technician to suggest or use a different outlet during original installation suggests that the outlet was considered functional during at least a portion of the original install Regards, [redacted] ***

This email serves as my response to complaint ID *** submitted by *** *** on June 28, 2017.First and foremost, I would like to extend an apology to Ms*** for the situation that occurred on Friday, June The safety and well being of our pets is our first priority
and I feel sad that Ms***'s dog, *** sustained an injury *** was a guest at Cooper Mountain Kennel from Tuesday, June 20, to Monday, June 26, On Friday, June 23, 2017, *** apparently strained his leg while he was exercising in our play yard (alone) under a Kennel Technicians supervision The Kennel technician notified Kathleen, who was working the front desk and Kathleen made a note to herself to call Ms*** Friday's are typically busy for us and while Kathleen was preparing to call Ms***, Ms*** called in to check on Finn Kathleen communicated to Ms*** that in her judgement *** "strained" his leg during play time and did not feel that this injury fell into the category of an emergency, which would dictate taking *** to a Vet *** was under supervision/observation for the remainder of his stay and was only taken on short, leashed walks to go potty and have the opportunity to interact with a staff member.*** was picked up by Ms*** on Monday, June and unfortunately I did not have the opportunity to speak with Ms*** directly until Wednesday, June 28, During our conversation, I verbally apologized to Ms*** for the situation that occurred and let her know that I would not charge her for Finn's boarding during his stay (please see attached copy of Ms***'s "voided" check).At Cooper Mountain Kennel we are very serious about maintaining a safe and happy environment for all our guest pets We understand that customers have other choices when it comes to boarding their pets and are honored that hundreds of families over a period of years have entrusted us with their loved ones We are not perfect and we regret that this situation occurredWe are in the process of reviewing our policies and communication protocol regarding injuries to our pet guests and we will make the appropriate changes so that this situation does not happen again in the future.Sincerely,Kim L***Owner, Cooper Mountain Kennel

As noted, Advanced Basement Solutions
did send a technician shortly after original installation to repair the areas
of concern that the customer found unsatisfactory.  We strive for customer satisfaction and want
to ensure that every aspect of the installation meets expectations...

as
contracted and to the best of our ability.  As a result the technician repaired/replaced the Safewall, extension
cord, ensured the pump was connected to a usable outlet and tested it.  However, the outlet and wiring nearest to the
pump was damaged prior to the original installation on Monday, November 7,
2015.  The service technician also indicated
that our crew worked around the area where the customer feels we damaged.  They worked around the outlet/wiring to the
best of their ability in order to avoid disturbing it due to the condition found
upon arrival.  In addition, the original
crew noted that the customer had a written notes not to unplug certain electrical
areas to ensure nothing was disturbed or unplugged.  Bringing further awareness (in addition to company
protocol) to the crew to use caution/avoid these areas.  Included in the photo(s) attached, you can
see the cuts where we went around the metal casing of the outlet along with the
condition of the outlet prior to our original installation.  Per our contract with the customer, which the
customer signed prior to installation, when a submersible pump is installed, the
customer was responsible/agreed to supply adequate electrical power and
install outlets for the submersible pump.  This was also explained during the original inspection/estimate.  Due to the lifetime, transferable warranties
we offer, we always strongly recommend having a certified electrician install a
dedicated outlet as area building code requires to ensure optimal functionality
of the system.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On initial installation, the technician plugged the sump pump into the outlet that the business claims was damaged prior to installation.  Therefore, the original technician did not completely work around the area as indicated in their response and did indeed touch and interact with the outlet that they claim was damaged prior to the install.  It was the business' job to ensure that the sump pump was working upon leaving the job site.  The failure of the original technician to suggest or use a different outlet during original installation suggests that the outlet was considered functional during at least a portion of the original install.
Regards,
[redacted]