Dalton Cherrywood Kennel and Grooming

I have been boarding with Dalton's for over years My dogs act so eager to come in!!! The staff is friendlywith people and dogs,.Excellent service

Failure to reimburse pets injuries/medical bill caused & reimburse 2 of the 3-day stay after unreported injuries - no calls to owners & emerg contactsWe dropped off our pet on Friday 9/19/14 for a weekend stay; it was his first time at Dalton Cherrywood Kennels in Shrewsbury MA.Upon returning to pick him up on Monday morning 9/22/14; I was told "he drools a lot" and "now don't be mad but we found a tooth...and you need to take him to the Vet since only half broke off". She told me that the broken tooth was found on Day 2 of his three-day stay.With bruises on his nose and a swollen gum around broken left canine incisor; I immediately took him in for an emergency visit at [redacted] where he went under anesthesia and tooth extraction of his fractured (multiple fractures) of his canine.While he was in surgery - I called and asked the manager on duty why we were not called about his injury on the second day, she responded "I didn't want to bother you while on vacation"; I asked why she didn't call the emergency contact, she had no reponse; I asked why a Vet wasn't contact as the Dalton Cherrywood Kennel documentation clearly states 'If your pet requires medical attention during his stay, he will be treated under a veterinarian, and you will be responsible for any additional charges for the treatment', her response was that she did not deem it to be an emergency (although he was currently in surgery when she was stating this to me).At least 3 additional fractures to the tooth within the gumline, not including the piece of tooth found by Dalton Cherrywood Kennel staff on the blanket within the cage. The veterinarian on duty at [redacted] "[redacted] confirmed that the tooth was perfectly healthy and it took more time in surgery since it was multiple fractures.Total cost of the Surgery and a week's pain medication $407.58.I awaited until I received reimbursement from VPI Pet Insurance (I did not want to attempt reimbursement for the bill before finding out the adjusted total was $226.44). This left a remainder of $181.14.I finally made contact with Mrs. [redacted] - the owner - at 3:19 p.m. on 10/17/14 and advised her that the total current unreimbursed total of the emergency surgery was $181.14.I also requested reimbursement for the remaining two days $70.00 ($35.00 per day) that my pet was housed at Dalton Cherrywood Kennels with a fractured tooth that received no attention (no calls to us, our emergency contact, nor a licensed Vet to check him out - which we would have gladly paid for).For a total of $251.14 - which I felt was justified and honest (I awaited insurance reimbursement before making contact for the rest).I was told by Mrs. [redacted] that I was greedy, they are not going to pay anything, and she hung the phone on me.Please contact me at the provided email address if you require paperwork received from Dalton Cherrywood Form and receipt, [redacted] Hospital Forms and receipt, reimbursement/claim paperwork from VPI Pet Insurance, and/or photos of the injuries.Desired Settlement$181.14 (cost after pet insurance reimbursement)$70.00 (2 of the 3 days - after unreported pet pet injuries)$251.14 TotalBusiness Response It is assumed that this little dog damaged his tooth in his run because Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety. With this knowledge our staff took extra care to assure that this little dog was comfortable and at ease with his surroundings. He was bedded down for the night. The following morning, to the dismay of the attendant a broken tooth was found in his blanket. Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems. At this point there was no emergency and so no emergency call was considered. I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended. A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth? Thank you,[redacted]Consumer Response Response to [redacted] Cherrywood Kennel (Mrs. [redacted]) follow-up rebuttal dated November 17, 2014.To address certain items:"Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety." Actually, at the time of the drop off and signing of the forms, my wife informed the Manager on Duty that our dog has cage anxiety. All personnel present at the time were fully informed about his issue. Since this was the first time at Dalton Cherrywood Kennel; my wife called later to check up on our dog, [redacted] to see how he is doing and also to reiterate about his anxiety of being in a cage."Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems." When I arrived to pick up my dog, I was first told "Your dog drools a lot" - that should have been an indicator of mouth injury, especially after finding a half tooth in the bedding after the first night. After making my CC payment, I was then told by the Manager, "Now, don't get mad but we found a tooth...only half of it broke off and the rest is still in the gum line...and you need to take him to the Vet". Upon looking at his mouth, I found the gum line around the broken tooth completely swollen. Blood or no blood, there was an issue, which went untreated for two days and we went uninformed until after payment was made."At this point there was no emergency and so no emergency call was considered." A courtesy call to the owners was needed, much like a call to parents if a child falls and cracks his tooth in Daycare, was needed. We would have deferred him to our emergency contact, which whom was also not called by the Manager, to pick up our dog and take him to the Vet in our absence, or even stated to contact a Vet and charge us for the visit (as stipulated directly on the Dalton Cherrywood boarding form). When I specifically inquired as to why my wife or I were not called, the Manager responded, "I didn't want to bother you on vacation." Dalton Cherrywood Kennel is supposed to be our eyes and ears to the health and well-being of our dog; this is what you're paid for, not simply ensuring our little one is fed, housed and plays well with other dogs. Even Mr. [redacted] (your own [redacted]) stated to me, on the phone, that the Manager was wrong and should have called us, and he was going to follow up with her on 'customer service'."I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended." We spoke for about a total of five minutes. It was one-sided from the very beginning, Mrs. [redacted] was abrupt when I could not get all my paperwork together to immediately give the quote, even telling me to call back since I was unprepared for her impromptu call (after being told by the Manager that Mrs. [redacted] was out for the day). Those five or so minutes were spent with me answering all Mrs. [redacted]'s various questions, listening about all Mrs. [redacted]'s years of experience with dogs, Mrs. [redacted]'s expertise with Chinese Crested Dogs since she judged them in shows, etc. When I told Mrs. [redacted] the tooth was deemed 'healthy' from the Vet (after Mrs. [redacted] told me "that's not true"), Mrs. [redacted] wanted his name and number - which I provided and even offered to call ahead to give authorization to speak, which Mrs. [redacted] declined (and I found out that Mrs. [redacted] never even contacted Dr. [redacted]). I gave Mrs. [redacted] the total amount of the surgery bill (which Mrs. [redacted] said sounded correct), and then gave Mrs. [redacted] the adjusted total after my Pet Insurance paid the other half (which surprised Mrs. [redacted] as Mrs. [redacted] then stated that she didn't even know Pet Insurance existed) - as a courtesy so Mrs. [redacted] was not overcharged by "greed" as Mrs. [redacted] called it out to me on the phone. When I also asked, not 'demanded' as Mrs. [redacted] wrote on her rebuttal, for repayment of the final two days, as our dog went untreated and no phone calls were made to us (or our designated emergency contact), until our return and subsequent payment was processed and paid. Then Mrs. [redacted] closed the conversation, calling me "greedy". I asked Mrs. [redacted] how is that deemed "greedy" when every effort was made to ensure [redacted] Cherrywood Kennel paid only the bare minimum, her response was, "Mr. [redacted], this conversation is over." and hanging up. About the 'Release of Responsibility' clause in the boarding form; Mrs. [redacted], you seem to be picking and choosing which aspects of that form you will adhere to. Directly above the verbiage stating, 'rea[redacted]able precaution against injury, escape, illness or death, but will not be held responsible in the event that any of these occur' there is the verbiage stating, 'if your pet requires medical attention during his stay, he will be treated under a veterinarian...' With this being said, Dalton Cherrywood Kennel did not have my dog's well-being in mind when housing him, but will take no responsibility (monetary or otherwise) if an incident occurs. No, as the Manager immediately tried to imply - I am not stating that the Dalton Cherrywood Kennel Staff intentionally caused injury to our dog (although the injuries on the first day centered within the cage your Staff place him in) but I am stating that their neglectfulness to inform us, our emergency contact, or contact a Vet for us, enabled our dog to be held for an additional two days with a multiple-fractured tooth requiring surgery. Not all dogs display their injuries the same: Some bleed, some don't; some are stoic, some whine in pain; all dogs typically eat and drink regardless of injury. A baby still chews when he/she is in pain during the teething period, likewise it is ingrained into dogs to eat and drink. I have been around dogs that received gunshot and shrapnel wounds, received injuries by roadside bombs that they failed to detect. I have seen dogs who still show love and happiness and show no pain - even when they are missing a leg or two - before they died."A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth?" No, he did not. He had a full checkup the days prior (in order to get all his expired shots updated so he could be boarded at Dalton Cherrywood Kennel). Mrs. [redacted] was informed during the phone conversation that the tooth was healthy but refused to contact the hospital whom did the checkup prior to his stay as well as performed the surgery in the hours after his stay. This question has no merit and could be flipped in the other direction "It is very possible that on the first night, the tooth broke as he was frantic to get out of his cage, and the remaining subsequent fractures could have occurred on the subsequent days as he was frantic to get out of his cage." Although, I don't think this is the case - it could mean that your Staff's neglectfulness to contact us, our emergency contact, and/or a Vet of their choosing caused more injury to our dog. What is the simple fact is that our dog got injured in Dalton Cherrywood Kennel during his first-night stay, which went unchecked by a proper Vet and Kennel Staff neglected to contact anyone - leaving our dog to endure a fractured tooth until I picked him up at the end with a simple notice to "take him to the Vet". An abject failure to provide even the simplest service (a courtesy phone call) to see how we wanted to proceed. I did everything possible to ensure that restitution was kept at a minimum for Dalton Cherrywood Kennels. The total cost of the surgery alone was $407.58, which we brought down to $181.14 using our Pet Insurance but yet there is an issue with repaying back $70.00 for the two days in which the injuries went unreported and possibly amplified (only reported after my CC was processed)? Mrs. [redacted], you keep trying to pass the responsibility away from your neglectful staff and back onto the owners. A quick 1-minute, .25 cent phone call would have eliminated all of this. This is not how businesses should be run.Yes, there is one-sided greed here.Final Consumer Response 1/30/2015Response to Dalton Cherrywood Kennel (Mrs. [redacted]) follow-up rebuttal dated November 17, 2014.To address certain items:"Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety." Actually, at the time of the drop off and signing of the forms, my wife informed the Manager on Duty that our dog has cage anxiety. All per[redacted]nel present at the time were fully informed about his issue. Since this was the first time at Dalton Cherrywood Kennel; my wife called later to check up on our dog, [redacted] to see how he is doing and also to reiterate about his anxiety of being in a cage."Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems." When I arrived to pick up my dog, I was first told "Your dog drools a lot" - that should have been an indicator of mouth injury, especially after finding a half tooth in the bedding after the first night. After making my CC payment, I was then told by the Manager, "Now, don't get mad but we found a tooth...only half of it broke off and the rest is still in the gum line...and you need to take him to the Vet". Upon looking at his mouth, I found the gum line around the broken tooth completely swollen. Blood or no blood, there was an issue, which went untreated for two days and we went uninformed until after payment was made."At this point there was no emergency and so no emergency call was considered." A courtesy call to the owners was needed, much like a call to parents if a child falls and cracks his tooth in Daycare, was needed. We would have deferred him to our emergency contact, which whom was also not called by the Manager, to pick up our dog and take him to the Vet in our absence, or even stated to contact a Vet and charge us for the visit (as stipulated directly on the Dalton Cherrywood boarding form). When I specifically inquired as to why my wife or I were not called, the Manager responded, "I didn't want to bother you on vacation." Dalton Cherrywood Kennel is supposed to be our eyes and ears to the health and well-being of our dog; this is what you're paid for, not simply ensuring our little one is fed, housed and plays well with other dogs. Even Mr. [redacted] (your own [redacted]) stated to me, on the phone, that the Manager was wrong and should have called us, and he was going to follow up with her on 'customer service'."I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended." We spoke for about a total of five minutes. It was one-sided from the very beginning, Mrs. [redacted] was abrupt when I could not get all my paperwork together to immediately give the quote, even telling me to call back since I was unprepared for her impromptu call (after being told by the Manager that Mrs. [redacted] was out for the day). Those five or so minutes were spent with me answering all Mrs. [redacted]'s various questions, listening about all Mrs. [redacted]'s years of experience with dogs, Mrs. [redacted]'s expertise with Chinese Crested Dogs since she judged them in shows, etc. When I told Mrs. [redacted] the tooth was deemed 'healthy' from the Vet (after Mrs. [redacted] told me "that's not true"), Mrs. [redacted] wanted his name and number - which I provided and even offered to call ahead to give authorization to speak, which Mrs. [redacted] declined (and I found out that Mrs. [redacted] never even contacted Dr. [redacted]). I gave Mrs. [redacted] the total amount of the surgery bill (which Mrs. [redacted] said sounded correct), and then gave Mrs. [redacted] the adjusted total after my Pet Insurance paid the other half (which surprised Mrs. [redacted] as Mrs. [redacted] then stated that she didn't even know Pet Insurance existed) - as a courtesy so Mrs. [redacted] was not overcharged by "greed" as Mrs. [redacted] called it out to me on the phone. When I also asked, not 'demanded' as Mrs. [redacted] wrote on her rebuttal, for repayment of the final two days, as our dog went untreated and no phone calls were made to us (or our designated emergency contact), until our return and subsequent payment was processed and paid. Then Mrs. [redacted] closed the conversation, calling me "greedy". I asked Mrs. [redacted] how is that deemed "greedy" when every effort was made to ensure [redacted] Cherrywood Kennel paid only the bare minimum, her response was, "Mr. [redacted], this conversation is over." and hanging up. About the 'Release of Responsibility' clause in the boarding form; Mrs. [redacted], you seem to be picking and choosing which aspects of that form you will adhere to. Directly above the verbiage stating, 'reasonable precaution against injury, escape, illness or death, but will not be held responsible in the event that any of these occur' there is the verbiage stating, 'if your pet requires medical attention during his stay, he will be treated under a veterinarian...' With this being said, Dalton Cherrywood Kennel did not have my dog's well-being in mind when housing him, but will take no responsibility (monetary or otherwise) if an incident occurs. No, as the Manager immediately tried to imply - I am not stating that the Dalton Cherrywood Kennel Staff intentionally caused injury to our dog (although the injuries on the first day centered within the cage your Staff place him in) but I am stating that their neglectfulness to inform us, our emergency contact, or contact a Vet for us, enabled our dog to be held for an additional two days with a multiple-fractured tooth requiring surgery. Not all dogs display their injuries the same: Some bleed, some don't; some are stoic, some whine in pain; all dogs typically eat and drink regardless of injury. A baby still chews when he/she is in pain during the teething period, likewise it is ingrained into dogs to eat and drink. I have been around dogs that received gunshot and shrapnel wounds, received injuries by roadside bombs that they failed to detect. I have seen dogs who still show love and happiness and show no pain - even when they are missing a leg or two - before they died."A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth?" No, he did not. He had a full checkup the days prior (in order to get all his expired shots updated so he could be boarded at Dalton Cherrywood Kennel). Mrs. [redacted] was informed during the phone conversation that the tooth was healthy but refused to contact the hospital whom did the checkup prior to his stay as well as performed the surgery in the hours after his stay. This question has no merit and could be flipped in the other direction "It is very possible that on the first night, the tooth broke as he was frantic to get out of his cage, and the remaining subsequent fractures could have occurred on the subsequent days as he was frantic to get out of his cage." Although, I don't think this is the case - it could mean that your Staff's neglectfulness to contact us, our emergency contact, and/or a Vet of their choosing caused more injury to our dog. What is the simple fact is that our dog got injured in Dalton Cherrywood Kennel during his first-night stay, which went unchecked by a proper Vet and Kennel Staff neglected to contact anyone - leaving our dog to endure a fractured tooth until I picked him up at the end with a simple notice to "take him to the Vet". An abject failure to provide even the simplest service (a courtesy phone call) to see how we wanted to proceed. I did everything possible to ensure that restitution was kept at a minimum for Dalton Cherrywood Kennels. The total cost of the surgery alone was $407.58, which we brought down to $181.14 using our Pet Insurance but yet there is an issue with repaying back $70.00 for the two days in which the injuries went unreported and possibly amplified (only reported after my CC was processed)? Mrs. [redacted], you keep trying to pass the responsibility away from your neglectful staff and back onto the owners. A quick 1-minute, .25 cent phone call would have eliminated all of this. This is not how businesses should be run.Yes, there is one-sided greed here.Final Business Response DALTON CHERRYWOOD KENNEL [redacted] St.[redacted] Ma. XXXXXvoice XXX XXX-XXXX fax XXX-XXX-XXXXMarch 19, 2015In response to Mr. [redacted]'s on going complaint, Dalton Cherrywood Kennel, in good faith, will include with this response a check,(neither admitting guilt nor negligence), for the outstanding veterinarian bill of $181.14. We will not return, as demanded by Mr. [redacted], the boarding portion of his bill for the amount of $70.00; for the simple reason that we cared for his pet while he was away.[redacted] (owner)

Failure to reimburse pets injuries/medical bill caused & reimburse 2 of the 3-day stay after unreported injuries - no calls to owners & emerg contactsWe dropped off our pet on Friday 9/19/14 for a weekend stay; it was his first time at Dalton Cherrywood Kennels in Shrewsbury MA.Upon returning to pick him up on Monday morning 9/22/14; I was told "he drools a lot" and "now don't be mad but we found a tooth...and you need to take him to the Vet since only half broke off". She told me that the broken tooth was found on Day 2 of his three-day stay.With bruises on his nose and a swollen gum around broken left canine incisor; I immediately took him in for an emergency visit at [redacted] where he went under anesthesia and tooth extraction of his fractured (multiple fractures) of his canine.While he was in surgery - I called and asked the manager on duty why we were not called about his injury on the second day, she responded "I didn't want to bother you while on vacation"; I asked why she didn't call the emergency contact, she had no reponse; I asked why a Vet wasn't contact as the Dalton Cherrywood Kennel documentation clearly states 'If your pet requires medical attention during his stay, he will be treated under a veterinarian, and you will be responsible for any additional charges for the treatment', her response was that she did not deem it to be an emergency (although he was currently in surgery when she was stating this to me).At least 3 additional fractures to the tooth within the gumline, not including the piece of tooth found by Dalton Cherrywood Kennel staff on the blanket within the cage. The veterinarian on duty at [redacted] "[redacted] confirmed that the tooth was perfectly healthy and it took more time in surgery since it was multiple fractures.Total cost of the Surgery and a week's pain medication $407.58.I awaited until I received reimbursement from VPI Pet Insurance (I did not want to attempt reimbursement for the bill before finding out the adjusted total was $226.44). This left a remainder of $181.14.I finally made contact with Mrs. [redacted] - the owner - at 3:19 p.m. on 10/17/14 and advised her that the total current unreimbursed total of the emergency surgery was $181.14.I also requested reimbursement for the remaining two days $70.00 ($35.00 per day) that my pet was housed at Dalton Cherrywood Kennels with a fractured tooth that received no attention (no calls to us, our emergency contact, nor a licensed Vet to check him out - which we would have gladly paid for).For a total of $251.14 - which I felt was justified and honest (I awaited insurance reimbursement before making contact for the rest).I was told by Mrs. [redacted] that I was greedy, they are not going to pay anything, and she hung the phone on me.Please contact me at the provided email address if you require paperwork received from Dalton Cherrywood Form and receipt, [redacted] Hospital Forms and receipt, reimbursement/claim paperwork from VPI Pet Insurance, and/or photos of the injuries.Desired Settlement$181.14 (cost after pet insurance reimbursement)$70.00 (2 of the 3 days - after unreported pet pet injuries)$251.14 TotalBusiness Response It is assumed that this little dog damaged his tooth in his run because Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety. With this knowledge our staff took extra care to assure that this little dog was comfortable and at ease with his surroundings. He was bedded down for the night. The following morning, to the dismay of the attendant a broken tooth was found in his blanket. Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems. At this point there was no emergency and so no emergency call was considered. I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended. A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth? Thank you,[redacted]Consumer Response Response to [redacted] Cherrywood Kennel (Mrs. [redacted]) follow-up rebuttal dated November 17, 2014.To address certain items:"Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety." Actually, at the time of the drop off and signing of the forms, my wife informed the Manager on Duty that our dog has cage anxiety. All personnel present at the time were fully informed about his issue. Since this was the first time at Dalton Cherrywood Kennel; my wife called later to check up on our dog, [redacted] to see how he is doing and also to reiterate about his anxiety of being in a cage."Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems." When I arrived to pick up my dog, I was first told "Your dog drools a lot" - that should have been an indicator of mouth injury, especially after finding a half tooth in the bedding after the first night. After making my CC payment, I was then told by the Manager, "Now, don't get mad but we found a tooth...only half of it broke off and the rest is still in the gum line...and you need to take him to the Vet". Upon looking at his mouth, I found the gum line around the broken tooth completely swollen. Blood or no blood, there was an issue, which went untreated for two days and we went uninformed until after payment was made."At this point there was no emergency and so no emergency call was considered." A courtesy call to the owners was needed, much like a call to parents if a child falls and cracks his tooth in Daycare, was needed. We would have deferred him to our emergency contact, which whom was also not called by the Manager, to pick up our dog and take him to the Vet in our absence, or even stated to contact a Vet and charge us for the visit (as stipulated directly on the Dalton Cherrywood boarding form). When I specifically inquired as to why my wife or I were not called, the Manager responded, "I didn't want to bother you on vacation." Dalton Cherrywood Kennel is supposed to be our eyes and ears to the health and well-being of our dog; this is what you're paid for, not simply ensuring our little one is fed, housed and plays well with other dogs. Even Mr. [redacted] (your own [redacted]) stated to me, on the phone, that the Manager was wrong and should have called us, and he was going to follow up with her on 'customer service'."I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended." We spoke for about a total of five minutes. It was one-sided from the very beginning, Mrs. [redacted] was abrupt when I could not get all my paperwork together to immediately give the quote, even telling me to call back since I was unprepared for her impromptu call (after being told by the Manager that Mrs. [redacted] was out for the day). Those five or so minutes were spent with me answering all Mrs. [redacted]'s various questions, listening about all Mrs. [redacted]'s years of experience with dogs, Mrs. [redacted]'s expertise with Chinese Crested Dogs since she judged them in shows, etc. When I told Mrs. [redacted] the tooth was deemed 'healthy' from the Vet (after Mrs. [redacted] told me "that's not true"), Mrs. [redacted] wanted his name and number - which I provided and even offered to call ahead to give authorization to speak, which Mrs. [redacted] declined (and I found out that Mrs. [redacted] never even contacted Dr. [redacted]). I gave Mrs. [redacted] the total amount of the surgery bill (which Mrs. [redacted] said sounded correct), and then gave Mrs. [redacted] the adjusted total after my Pet Insurance paid the other half (which surprised Mrs. [redacted] as Mrs. [redacted] then stated that she didn't even know Pet Insurance existed) - as a courtesy so Mrs. [redacted] was not overcharged by "greed" as Mrs. [redacted] called it out to me on the phone. When I also asked, not 'demanded' as Mrs. [redacted] wrote on her rebuttal, for repayment of the final two days, as our dog went untreated and no phone calls were made to us (or our designated emergency contact), until our return and subsequent payment was processed and paid. Then Mrs. [redacted] closed the conversation, calling me "greedy". I asked Mrs. [redacted] how is that deemed "greedy" when every effort was made to ensure [redacted] Cherrywood Kennel paid only the bare minimum, her response was, "Mr. [redacted], this conversation is over." and hanging up. About the 'Release of Responsibility' clause in the boarding form; Mrs. [redacted], you seem to be picking and choosing which aspects of that form you will adhere to. Directly above the verbiage stating, 'rea[redacted]able precaution against injury, escape, illness or death, but will not be held responsible in the event that any of these occur' there is the verbiage stating, 'if your pet requires medical attention during his stay, he will be treated under a veterinarian...' With this being said, Dalton Cherrywood Kennel did not have my dog's well-being in mind when housing him, but will take no responsibility (monetary or otherwise) if an incident occurs. No, as the Manager immediately tried to imply - I am not stating that the Dalton Cherrywood Kennel Staff intentionally caused injury to our dog (although the injuries on the first day centered within the cage your Staff place him in) but I am stating that their neglectfulness to inform us, our emergency contact, or contact a Vet for us, enabled our dog to be held for an additional two days with a multiple-fractured tooth requiring surgery. Not all dogs display their injuries the same: Some bleed, some don't; some are stoic, some whine in pain; all dogs typically eat and drink regardless of injury. A baby still chews when he/she is in pain during the teething period, likewise it is ingrained into dogs to eat and drink. I have been around dogs that received gunshot and shrapnel wounds, received injuries by roadside bombs that they failed to detect. I have seen dogs who still show love and happiness and show no pain - even when they are missing a leg or two - before they died."A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth?" No, he did not. He had a full checkup the days prior (in order to get all his expired shots updated so he could be boarded at Dalton Cherrywood Kennel). Mrs. [redacted] was informed during the phone conversation that the tooth was healthy but refused to contact the hospital whom did the checkup prior to his stay as well as performed the surgery in the hours after his stay. This question has no merit and could be flipped in the other direction "It is very possible that on the first night, the tooth broke as he was frantic to get out of his cage, and the remaining subsequent fractures could have occurred on the subsequent days as he was frantic to get out of his cage." Although, I don't think this is the case - it could mean that your Staff's neglectfulness to contact us, our emergency contact, and/or a Vet of their choosing caused more injury to our dog. What is the simple fact is that our dog got injured in Dalton Cherrywood Kennel during his first-night stay, which went unchecked by a proper Vet and Kennel Staff neglected to contact anyone - leaving our dog to endure a fractured tooth until I picked him up at the end with a simple notice to "take him to the Vet". An abject failure to provide even the simplest service (a courtesy phone call) to see how we wanted to proceed. I did everything possible to ensure that restitution was kept at a minimum for Dalton Cherrywood Kennels. The total cost of the surgery alone was $407.58, which we brought down to $181.14 using our Pet Insurance but yet there is an issue with repaying back $70.00 for the two days in which the injuries went unreported and possibly amplified (only reported after my CC was processed)? Mrs. [redacted], you keep trying to pass the responsibility away from your neglectful staff and back onto the owners. A quick 1-minute, .25 cent phone call would have eliminated all of this. This is not how businesses should be run.Yes, there is one-sided greed here.Final Consumer Response 1/30/2015Response to Dalton Cherrywood Kennel (Mrs. [redacted]) follow-up rebuttal dated November 17, 2014.To address certain items:"Mrs. [redacted] called us after dropping off their dog to tell us that their dog suffered from cage anxiety." Actually, at the time of the drop off and signing of the forms, my wife informed the Manager on Duty that our dog has cage anxiety. All per[redacted]nel present at the time were fully informed about his issue. Since this was the first time at Dalton Cherrywood Kennel; my wife called later to check up on our dog, [redacted] to see how he is doing and also to reiterate about his anxiety of being in a cage."Alarmed by this discovery the attendant checked for blood stains and any other injuries; none were found and he ate, drank and played with other dogs with no problems." When I arrived to pick up my dog, I was first told "Your dog drools a lot" - that should have been an indicator of mouth injury, especially after finding a half tooth in the bedding after the first night. After making my CC payment, I was then told by the Manager, "Now, don't get mad but we found a tooth...only half of it broke off and the rest is still in the gum line...and you need to take him to the Vet". Upon looking at his mouth, I found the gum line around the broken tooth completely swollen. Blood or no blood, there was an issue, which went untreated for two days and we went uninformed until after payment was made."At this point there was no emergency and so no emergency call was considered." A courtesy call to the owners was needed, much like a call to parents if a child falls and cracks his tooth in Daycare, was needed. We would have deferred him to our emergency contact, which whom was also not called by the Manager, to pick up our dog and take him to the Vet in our absence, or even stated to contact a Vet and charge us for the visit (as stipulated directly on the Dalton Cherrywood boarding form). When I specifically inquired as to why my wife or I were not called, the Manager responded, "I didn't want to bother you on vacation." Dalton Cherrywood Kennel is supposed to be our eyes and ears to the health and well-being of our dog; this is what you're paid for, not simply ensuring our little one is fed, housed and plays well with other dogs. Even Mr. [redacted] (your own [redacted]) stated to me, on the phone, that the Manager was wrong and should have called us, and he was going to follow up with her on 'customer service'."I retuned the call to Mr. [redacted] on 10/17/14 concerning the problem with his little dog and it quickly developed into a one sided conversation with him demanding reimbursement of the vet bill even though a release of responsibility for injury was signed at check-in. I was considering helping with the vet charges until Mr. [redacted] also demanded a return of the two day board bill. I told him this would not happen and the conversation ended." We spoke for about a total of five minutes. It was one-sided from the very beginning, Mrs. [redacted] was abrupt when I could not get all my paperwork together to immediately give the quote, even telling me to call back since I was unprepared for her impromptu call (after being told by the Manager that Mrs. [redacted] was out for the day). Those five or so minutes were spent with me answering all Mrs. [redacted]'s various questions, listening about all Mrs. [redacted]'s years of experience with dogs, Mrs. [redacted]'s expertise with Chinese Crested Dogs since she judged them in shows, etc. When I told Mrs. [redacted] the tooth was deemed 'healthy' from the Vet (after Mrs. [redacted] told me "that's not true"), Mrs. [redacted] wanted his name and number - which I provided and even offered to call ahead to give authorization to speak, which Mrs. [redacted] declined (and I found out that Mrs. [redacted] never even contacted Dr. [redacted]). I gave Mrs. [redacted] the total amount of the surgery bill (which Mrs. [redacted] said sounded correct), and then gave Mrs. [redacted] the adjusted total after my Pet Insurance paid the other half (which surprised Mrs. [redacted] as Mrs. [redacted] then stated that she didn't even know Pet Insurance existed) - as a courtesy so Mrs. [redacted] was not overcharged by "greed" as Mrs. [redacted] called it out to me on the phone. When I also asked, not 'demanded' as Mrs. [redacted] wrote on her rebuttal, for repayment of the final two days, as our dog went untreated and no phone calls were made to us (or our designated emergency contact), until our return and subsequent payment was processed and paid. Then Mrs. [redacted] closed the conversation, calling me "greedy". I asked Mrs. [redacted] how is that deemed "greedy" when every effort was made to ensure [redacted] Cherrywood Kennel paid only the bare minimum, her response was, "Mr. [redacted], this conversation is over." and hanging up. About the 'Release of Responsibility' clause in the boarding form; Mrs. [redacted], you seem to be picking and choosing which aspects of that form you will adhere to. Directly above the verbiage stating, 'reasonable precaution against injury, escape, illness or death, but will not be held responsible in the event that any of these occur' there is the verbiage stating, 'if your pet requires medical attention during his stay, he will be treated under a veterinarian...' With this being said, Dalton Cherrywood Kennel did not have my dog's well-being in mind when housing him, but will take no responsibility (monetary or otherwise) if an incident occurs. No, as the Manager immediately tried to imply - I am not stating that the Dalton Cherrywood Kennel Staff intentionally caused injury to our dog (although the injuries on the first day centered within the cage your Staff place him in) but I am stating that their neglectfulness to inform us, our emergency contact, or contact a Vet for us, enabled our dog to be held for an additional two days with a multiple-fractured tooth requiring surgery. Not all dogs display their injuries the same: Some bleed, some don't; some are stoic, some whine in pain; all dogs typically eat and drink regardless of injury. A baby still chews when he/she is in pain during the teething period, likewise it is ingrained into dogs to eat and drink. I have been around dogs that received gunshot and shrapnel wounds, received injuries by roadside bombs that they failed to detect. I have seen dogs who still show love and happiness and show no pain - even when they are missing a leg or two - before they died."A question is very possible: did this little dog come into my kennel with a pre-existing fractured tooth?" No, he did not. He had a full checkup the days prior (in order to get all his expired shots updated so he could be boarded at Dalton Cherrywood Kennel). Mrs. [redacted] was informed during the phone conversation that the tooth was healthy but refused to contact the hospital whom did the checkup prior to his stay as well as performed the surgery in the hours after his stay. This question has no merit and could be flipped in the other direction "It is very possible that on the first night, the tooth broke as he was frantic to get out of his cage, and the remaining subsequent fractures could have occurred on the subsequent days as he was frantic to get out of his cage." Although, I don't think this is the case - it could mean that your Staff's neglectfulness to contact us, our emergency contact, and/or a Vet of their choosing caused more injury to our dog. What is the simple fact is that our dog got injured in Dalton Cherrywood Kennel during his first-night stay, which went unchecked by a proper Vet and Kennel Staff neglected to contact anyone - leaving our dog to endure a fractured tooth until I picked him up at the end with a simple notice to "take him to the Vet". An abject failure to provide even the simplest service (a courtesy phone call) to see how we wanted to proceed. I did everything possible to ensure that restitution was kept at a minimum for Dalton Cherrywood Kennels. The total cost of the surgery alone was $407.58, which we brought down to $181.14 using our Pet Insurance but yet there is an issue with repaying back $70.00 for the two days in which the injuries went unreported and possibly amplified (only reported after my CC was processed)? Mrs. [redacted], you keep trying to pass the responsibility away from your neglectful staff and back onto the owners. A quick 1-minute, .25 cent phone call would have eliminated all of this. This is not how businesses should be run.Yes, there is one-sided greed here.Final Business Response DALTON CHERRYWOOD KENNEL [redacted] St.[redacted] Ma. XXXXXvoice XXX XXX-XXXX fax XXX-XXX-XXXXMarch 19, 2015In response to Mr. [redacted]'s on going complaint, Dalton Cherrywood Kennel, in good faith, will include with this response a check,(neither admitting guilt nor negligence), for the outstanding veterinarian bill of $181.14. We will not return, as demanded by Mr. [redacted], the boarding portion of his bill for the amount of $70.00; for the simple reason that we cared for his pet while he was away.[redacted] (owner)