Dogs' Own Grooming Salon

Complaint: [redacted] I am rejecting this response because:The customer service on this matter has been dreadfulA good business practice would be to accept a customer is dissatisfied I have not withdrawn my custom because I changed my mind, I am withdrawing my custom as I am dissatisfied that you are not able to contact me via email in case of an emergency and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 thingThere 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 interactionI fully stand behind my employees and the way they handled this situationWe do everything in our power to prevent any illness or injury from happening to any of the pets in our careHowever 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 quartersThe vaccine companies develop vaccines to prevent from known strains of the illness, however if the virus mutates there in nothing we can do about thisWe do require proof of the Bordatella Vaccination on every pet in daycare per their personal veterinarians requirements, either every or months dependent upon the vaccine company guidelines We sent out an email within 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 caseWe have had several people contact us thanking us for the informationWe have put signs on the door, posted to our Facebook page and alerted others over the phone if they are new clientsWe 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 clinicsUnfortunately it is a virus that cannot be stoppedWhile Mrs [redacted] had expressed her concern, my staff went above and beyond even coming in after hours to post emails in a timely fashionI'n so sorry that she feels that my staff has somehow wronged her and did not take her concerns into accountOur policies state clearly that daycare days are non refundable on the packet of information she signed when registering Reggie for daycareIt is against my better judgement that I will be issuing a refund check in the amount of the unused portion of the daycare package she purchasedI 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 needsHis doggy friends and daycare buddies will miss seeing himJennifer S***

Complaint: ***
I am rejecting this response because:The customer service on this matter has been dreadfulA 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 thingThere 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,
*** ***

I am the owner of Dogs' Own I have been aware and watching this entire interactionI fully stand behind my employees and the way they handled this situationWe do everything in our power to prevent any illness or injury from happening to any of the pets in our careHowever 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 quartersThe vaccine companies develop vaccines to prevent from known strains of the illness, however if the virus mutates there in nothing we can do about thisWe do require proof of the Bordatella Vaccination on every pet in daycare per their personal veterinarians requirements, either every or months dependent upon the vaccine company guidelines We sent out an email within hours of Mrs*** notifying us of Reggies illness, upon conformation from the Vet we sent out a second email showing there was in fact a confirmed caseWe have had several people contact us thanking us for the informationWe have put signs on the door, posted to our Facebook page and alerted others over the phone if they are new clientsWe 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 clinicsUnfortunately it is a virus that cannot be stoppedWhile Mrs*** had expressed her concern, my staff went above and beyond even coming in after hours to post emails in a timely fashionI'n so sorry that she feels that my staff has somehow wronged her and did not take her concerns into accountOur policies state clearly that daycare days are non refundable on the packet of information she signed when registering Reggie for daycareIt is against my better judgement that I will be issuing a refund check in the amount of the unused portion of the daycare package she purchasedI will issue this refund check upon receipt of a written statement from Mrs*** 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*** and that she will be able to find a place she feels meets her and Reggies needsHis doggy friends and daycare buddies will miss seeing him. Jennifer S***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

*** *** first contacted us on 6/21/that her puppy had contracted kennel coughWe had already had to send one dog home due to symptoms of this illness, so we were already drafting an email to send out to our clientele explaining the symptoms so that they could be made awareOur first
email was sent out through *** on 6/21/We also posted signs on our doors warning customers that we have observed and sent home dogs with symptoms of kennel cough, and listing the symptoms to look forOur policy has always been that any dog showing any symptoms will be sent home, and cannot return until they have been seen by a veterinarian and cleared of any illnessMs*** sent us a message through Facebook that she did not receive the email through ***, even though her email was not reported to have bouncedWe forwarded her the email, and she responded that she was upset that it did not mention that there was a confirmed caseWe explained to her that as we are not veterinarians, we cannot diagnose a dog with kennel cough, so we would need documentation from her veterinarianShe sent us the information from her vet two days later, and we sent out another email through *** on 6/23/informing our clientele that a dog had been confirmed with kennel coughShe reported that she did not receive this email either, so it was forwarded to her directlyWe received numerous emails from other clients that received the email, thanking us for the notificationWe also posted a notice on our Facebook page at her requestThe report from the *** website shows the report for both emails, which shows 99.9% successful deliveries for both emails sentWe have also attached a copy of the emails we sent out, in addition to all of our correspondence through Facebook with Ms***In addition, we have included the copy of our waiver which Ms*** signed which notifies clients of the risk of exposure to kennel cough, as well as the fact that our packages are non-refundableIn our opinion, we have done our due diligence in notifying our clientele of the issue, and resolving the issue with Ms***