Dog's Day Inn

Review: I boarded my dog at this location from September 6th until September 8th. My dog is alleged to have bitten 3 employees, Not at any point was I notified about any of these incidents until pick up. When I questioned them about the behaviors of my dog, the staff members and owner just gave me characteristics of the breed. None of the behaviors that they described fits the description of the behaviors of my dog. They presented a bill and said that I was responsible. There was no camera footage with proof or pictures supporting their claim. The hospital bill had no personalization as to my dog being in question for this incident.

I did an extensive investigation with the hospital, chesterfield county license and inspection, an attorney and animal control. In my findings, I discovered that the proper protocols were not followed. I am not responsible for this bill.

The following is in question:

1. I did not receive a phone call about the incident.

2. I was told about the incident 3 days later while picking the dog up.

3. The dog was kept locked up in a kennel for 3 days without my consent.

4. It was okay for Dog's Day Inn to keep the dog for the capacity of the stay to gain money but not notify me and give me the option whether I wanted to termination the stay.

5. My dog was alleged to have attacked 3 employees so why would they keep sending employees in the kennel if it was alleged to be in an attacking mood?

6. I never signed a contract or was never given literature on the policies and procedures.

7. There is no boarding policy posted in the customers view in the building.

8. I did not receive any pictures or camera footage of supporting proof of the incident occurring.

9. The employee, "[redacted]"(the victim that went to [redacted] hospital) did not provide a statement with the incident occurring to present to me.

10. The injuries insinuated that [redacted] had her foot in an upward position (such as a kicking position).

11. Employee did not wear proper shoes.Desired Settlement: I want an $87 refund for the hospital bill that I paid. I would like it to go back to the card that was used or mailed to my home address submitted in this report.

If the business feels that they do not wish to give me a refund then I would like answers with supporting documentation in writing supporting the 11 facts that I've stated them to be at fault for. I wish to have all communication in writing or email. Please no verbal communication.

Business

Response:

[redacted] dropped off her

two dogs, Karma and Hendrix on September 5th, 2015 at 1:05 pm. She

requested that her dogs be housed separately vs. together. Both dogs were

housed in an individual indoor/outdoor kennel measuring approx. 52 square feet each.

Hendrix, (a pit bull weighing approx. 50 lbs.) bit a member of the kennel

staff on Sunday morning 9/6/15 at approx. 8:00 am while she was attempting to

serve him breakfast. Please understand that Hendrix did not bite 3

employees. Hendrix ATTEMPTED to bite another member of my kennel staff on

Tuesday morning 9/8/15 as she was feeding him breakfast, and he ATTEMPTED to

bite another staff member on that same Tuesday morning, whilst cleaning up his

feces. When Ms. [redacted] was informed at check out about

Hendrix's unacceptable aggression, she responded that "He had never

bitten anyone before." I personally responded to her statement, and

explained that in my professional opinion, Hendrix having just turned two years

old and being an un-neutered male dog, was just entering maturity, and that it

is common to see temperament changes during this period. I also urged her

to have him neutered, and to retain a professional trainer to work with him on

his aggression issues. I also explained to her, as a pet care professional, and

from past experience, that his behavior was due to him becoming over

stimulated, and not being clear headed. (This could be compared to a

human in a blind rage.) I want to also state for the record, that [redacted] laws protect the privacy of patients treated, so it would be curious that the

"hospital" spoke with Ms. [redacted] about this incident. Ms. [redacted] is

correct in stating that proper protocol was not fol[redacted]d regarding this bite.

The state of Virginia requires the attending physician to gather information

about the animal and the owner, and report the bite to the corresponding Animal

Control jurisdiction. [redacted] was negligent in performing their due

diligence and never requested any information from the patient, and

subsequently never reported the bite to the proper authorities. I will

assure you that I personally reported the bite to Chesterfield County Animal

Control on 9/9/15, when I realized that [redacted] had not ffollowed protocol. I was informed that even though the bite occurred in

Chesterfield County, that since Ms. [redacted] and her dog reside in Richmond, that

their Animal Control would be handling the case. I do hope to follow up

with that officer, in order to give him the facts. I will now respond to each of the 11 items

individually. 1. Ms. [redacted] was not called to tell her

about her dog biting a staff member. We do not call and bother customers

while they are enjoying a vacation unless there is an emergency involving their

pet. Had her dog SERIOUSLY injured a person, killed or seriously injured

another animal, or experienced a medical emergency himself, we would have

called the pet owner or the emergency contact. 2. Ms. [redacted] was informed at pick up (8:45am on

9/8/15) that her dog had bitten a member of my kennel staff. This was 48 hours after the initial bite and

approximately an hour after the second two incidents. 3. Hendrix was kept in the 52 square foot kennel

with indoor and outdoor access at all times for 48 hours after the bite

occurred. This was the same kennel that

his owner reserved for the entire stay. His kennel was air conditioned, as are

all of the kennels. 4. We continued to care for

both of Ms. [redacted] dogs after the incident.

We were closed in observance of the Labor Day holiday all day Monday,

and the dogs were picked up 45 minutes after opening on Tuesday the 8th. This duration was the reservation arranged by

the client for her dogs prior to check in and confirmed at check in.5. We continue to care for

and provide food, water, shelter, clean and comfortable accommodations for each

and every dog even if they have a bite history.

We have policies in place to insure the health and safety of the pets

and employees even when dealing with an aggressive dog. This is how subsequent attempts to bite were

thwarted.6. Each and every customer is provided with an

agreement found on the rear of our standardized registration form. [redacted] please find a copy of Ms. [redacted]’s

signed and dated agreement. Please take

particular notice of the highlighted line items. Each and every dog owner agrees to assume all

liabilities for the actions of their dog(s).7. The financial policies are posted in the

lobby. The boarding policies/agreement

is on the rear of every registration form, as previously stated in #6 above.8. How could there be a

photo of the occurrence? No one was

standing by with a camera expecting or waiting to snap a photo of a dog

bite. There is no video feed in the

kennel building. 9. [redacted] (who was bitten by Ms. [redacted]’s

dog) did NOT go to [redacted] Hospital, and was never asked to provide a

statement to Ms. [redacted]. As the owner of

Dog’s Day Inn, I spoke with Ms. [redacted] in person in the front lobby. 10. The incident facts

are: The employee was serving breakfast

to Hendrix. She had her left hand on the

gate preventing Hendrix from getting loose.

She had his breakfast in her right hand.

She attempted to use her foot to readjust the location of his bedding,

in order to have a stable surface to set the food bowl on. There was no provocation, and Hendrix bit her

foot, shaking vigorously and then redirecting onto her hand. THIS WAS AN

UNPROVOKED BITE!11. All staff members are

required to wear closed toe shoes with a solid rubber soul. I was present when she limped in, removed her

tennis shoe, and showed me the bite.I am a humble, honest and

compassionate person and business owner.

If Ms. [redacted] had expressed opposition to taking responsibility for her

dog’s actions, and discussed her feelings with me either in person or on the phone,

I would have worked with her on sharing the medical costs incurred from her dog

biting my employee. Ms. [redacted] has been a

customer since 2012, and we could have worked this out. I may have even agreed

to absorb the entire $87.00. As it is, I

am insulted personally and professionally that this was taken to the Revdex.com. My concern now, is that the

dog receive professional training and that Ms. [redacted] is made aware of, and takes

the proper precautions necessary to safely own and control a dog with

aggression issues. I have been on both sides of the leash, and will live the

rest of my life handicapped after having lost half of my right hand to a dog

with exactly the same behavior issues that Hendrix exhibits. I will gladly agree to pay $87.00 directly to

a professional dog trainer with approved credentials and specific experience

helping high drive dogs learn to focus and think clearly. I absolutely will not

agree to refund her the $87.00 personally.

It is my sincere hope that professional help is sought and Hendrix does

not cause any harm to any person or animal in the future.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I've received nothing but excuses. I will just take this situation to an higher authority. None of this justifies why the service that I paid for wasn't received without notification. Furthermore Hendrix was born 7/19/13 so the paperwork is invalid in this situation because it's impossible that it's for Hendrix being that he wasn't even born.

Regards,