Dogs' Own Grooming Salon

Complaint: [redacted]
I am rejecting this response because:The customer service on this matter has been dreadful. A good business practice would be to accept a customer is dissatisfied.  I have not withdrawn my custom because I changed my mind, I am withdrawing my custom as I am dissatisfied that you are not able to contact me via email in case of an emergency and your admin gal having a bad attitude and trying avoid informing others of the outbreak - very apparent in the FB script to have provided.  In that you can see the deflection and the playing dumb.  Unless you are prepared for reviews to be left detailing my dissatisfaction, I urge you to do the right thing. There are many other daycare centers locally.There is not proof that they sent out the email - please provide actual proof.Has the actual owner of the daycare actually seen my complaint and not just the administrator who dealt with the situation in the first place. 
Regards,
[redacted]

I am the owner of Dogs' Own I have been aware and watching this entire interaction. I fully stand behind my employees and the way they handled this situation. We do everything in our power to prevent any illness or injury from happening to any of the pets in our care. However just like a human daycare's; colds and virus can run through the environment just as the common cold or flu runs through any place where many humans are in close quarters. The vaccine companies develop vaccines to prevent from known strains of the illness, however if the virus mutates there in nothing we can do about this. We do require proof of the Bordatella Vaccination on every pet in daycare per their personal veterinarians requirements, either every 6 or 12 months dependent upon the vaccine company guidelines.   We sent out an email within 2 hours of Mrs. [redacted]  notifying us of Reggies illness, upon conformation from the Vet we sent out a second email showing there was in fact a confirmed case. We have had several people contact us thanking us for the information. We have put signs on the door, posted to our Facebook page and alerted others over the phone if they are new clients. We have had clients who have not been in the facility for over a month contacting us to inform us there dog got kennel cough from other local facilities including dog parks and vet clinics. Unfortunately it is a virus that cannot be stopped. While Mrs. [redacted]  had expressed her concern, my staff went above and beyond even coming in after hours to post emails in a timely fashion. I'n so sorry that she feels that my staff has somehow wronged her and did not take her concerns into account. Our policies state clearly that daycare days are non refundable on the packet of information she signed when registering Reggie for daycare. It is against my better judgement that I will be issuing a refund check in the amount of 183.00 the unused portion of the daycare package she purchased. I will issue this refund check upon receipt of a written statement from Mrs. [redacted] acknowledging that this will resolve the matter entirely and no other written or verbal statements will be made about this matter .    I hope this will satisfy Mrs. [redacted] and that she will be able to find a place she feels meets her and Reggies needs. His doggy friends and daycare buddies will miss seeing him. Jennifer S[redacted]