Cozy Inn Pet Resort

Review: On 11/30/13 I picked up my sisters dog from this establishment, and upon receipt of the animal, noticed the aroma of urine. It was not until I had left the business, that I realized it was in fact my sister's dog herself that was damp with urine. I called when I got home and left a complaint with someone at the front desk. The next morning, my sister received a call from the manager, [redacted], who was very defensive, stating she was offended by my accusations, that her dog was NOT given back to us covered in urine, and was upset with me, her brother. That morning, I travelled back to the establishment to speak with [redacted] in person. We exchanged points of view, and [redacted] refused to acknowledge the validity of my complaint. She offered a free grooming for my sisters dog (supposed $50 value). When I informed her that my sister was upset by the state of her dog yesterday and would not be using their services again, I also asked if she could do something in good will regarding the $50 boarding fee. She stated that would absolutely not be possible. They rendered a service, and expected to be paid. In addition, while we were discussing this, a coworker repeatedly yelled from behind the service desk that if I tried to "slander" their business in any way, she would "sue me".Desired Settlement: Since Manager [redacted] offered a $50 grooming for free to correct this issue, I would like to forfeit that offer and instead get the $50 boarding fee refunded.

Business

Response:

On November 30th when the clients brother picked up the pup my senior techniclan brought the pup out by carrying It, There was no urine on the pup and the pup and my technician was not urine soaked. This was a puppy and the family member that took the pup home did not have a leash, we offered a leash so the pup could walk to the car, they refused and said they would carry the pup to the car. Puppies have happy pee and this could have happened after they left the resort but most definitely did not happen prior to leaving. For a puppy to urinate on your lap or on you while holding it is not unusual If not let down to do so before the car ride. My manager of the grooming department also said there was no way the pup was urine soaked because she and her assistants were playing with the puppy possibly ten minutes before the pup departed from the Cozy. Puppies are adorable and often get a lot of attention from the different departments Inside this business. The client NEVER paid there bill and refused to answer phone calls or call back when requested by voice mall. Her brother the complaining person here has nothing to do with the costs or paying of the bill. The client was offered to bring the pup back up and If It was Indeed urine soaked we would do a bath and blow dry from my grooming department on the same day of the complaint and the owner declined. This client and her family member is not welcome back to the Cozy Inn Pet Resort any time in the future. sincerely, [redacted] Operations Manager