Dogspaw Ltd

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ On June 11, at 12:pm, we had an incident occur in our daycare where a dog bit another dog on the back of the neck and refused to let goIt seems that the initiating incident was that two female dogs had a small dispute which was classified as a Level A, no contact (meaning there was no biting or injuries to either dog), just noise and was able to be stopped by verbal intervention by the staff member [redacted] wasn't near the initial incident, however he rushed across the daycare and grabbed one of the two dogs on the back of the neckAfter attempting a verbal interruption, the staff member present at the start of the incident ran to grab a broom to put it between the two dogs to try and interrupt the behaviourNo broom handle was inserted into the dog's mouth [redacted] We had tried to open [redacted] 's mouth by hand, but it still didn't workHe eventually let go on his own; possibly readjusting his grip because he immediately tried to go after her again, and he was removed from daycare The resulting injuries on the dog who had been bitten by [redacted] included deep puncture wounds and an unusual tenting of the skinOur staff maintain current pet first aid certificates and were aware that the wounds were serious enough to warrant veterinary attention [redacted] 's owner requested that we provide proof that the attack was unprovoked and that it was [redacted] that had caused the damage, so a video was sent of the start of the fight which shows [redacted] running to the other dog and dragging her away Our waiver, which was signed by [redacted] s owner, also states that the owner will take full responsibility for any damages to property, people and/or other pets that may be incurred by their pet Our waiver, also states that refunds are at the discretion of the managementManagement has concluded this incident does not warrant a refund as the client is not taking responsibility for their dog's actions Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) On June 11th we were told of the above incident and immediately went to pick up our dogOnce we arrived we had some questions about the storyLike how our dog sustained bite injuries, on his face and on his leg, if the incident went down as described and asked to see the surveillance footage of what was described at the time as a second incidentLater changed to seconds incidentWe were provided with a brief second clip(which we are happy to provide as evidence.) That showed quite a different story than the originalIn the seconds it is clear that the initial incident between two female dogs was quite physical and that upwards of dogs were involved in what followedSince that time we have requested on separate occasions the full second clip to gain a better perspective and to satisfy burden of proof but have not been provided with it or any other supporting evidence that our dog was the dog that caused harm to the other dog [redacted] As this was the only proof provided we have denied the claims that [redacted] was the dog to cause injuryWe can only speculate on what follows in the rest of the second clip once the broom handle is introduced to the situation as we were never provided that evidence [redacted] We also requested Vet receipts and again were never provided evidence of suchIf [redacted] was the one to cause this harm we were always willing and open to take responsibility for his actionsBut we were adamant in our resolve to receive burden of proof required and have not been satisfied [redacted] We requested a refund for unused daycare time because we feel as if the situation was handled unjustly and we are concerned for [redacted] if we continued to use this facility as well as other consumers who would continue to use this facility [redacted] Final Consumer Response / [redacted] (3000, 14, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have emails confirming our request of the video evidence within hours of the initial incidentWe were never provided anything near substantial proof, including full video evidence or receipts from the vet(again we are willing to provide all evidence we were provided as well as all emails of the correspondence.) We were never provided anything that shows that our dog caused any harm to the other dog other than a phone conversation with a staff member [redacted] Final Business Response / [redacted] (1000, 16, 2015/07/13) */ The receipts have always been available, and were offered to be provided, however the client would not even consider paying the bill so the receipt was not forwarded I have attached a copy of the receipt (already paid) with the clients personal information blanked out for confidentiality

Initial Business Response /* (1000, 5, 2015/06/24) */
On June 11, 2015 at 12:12 pm, we had an incident occur in our daycare where a dog bit another dog on the back of the neck and refused to let go. It seems that the initiating incident was that two female dogs had a small dispute which was...

classified as a Level A, no contact (meaning there was no biting or injuries to either dog), just noise and was able to be stopped by verbal intervention by the staff member. [redacted] wasn't near the initial incident, however he rushed across the daycare and grabbed one of the two dogs on the back of the neck. After attempting a verbal interruption, the staff member present at the start of the incident ran to grab a broom to put it between the two dogs to try and interrupt the behaviour. No broom handle was inserted into the dog's mouth [redacted] We had tried to open [redacted]'s mouth by hand, but it still didn't work. He eventually let go on his own; possibly readjusting his grip because he immediately tried to go after her again, and he was removed from daycare.
The resulting injuries on the dog who had been bitten by [redacted] included deep puncture wounds and an unusual tenting of the skin. Our staff maintain current pet first aid certificates and were aware that the wounds were serious enough to warrant veterinary attention.
[redacted]'s owner requested that we provide proof that the attack was unprovoked and that it was [redacted] that had caused the damage, so a video was sent of the start of the fight which shows [redacted] running to the other dog and dragging her away.
Our waiver, which was signed by [redacted]s owner, also states that the owner will take full responsibility for any damages to property, people and/or other pets that may be incurred by their pet.
Our waiver, also states that refunds are at the discretion of the management. Management has concluded this incident does not warrant a refund as the client is not taking responsibility for their dog's actions.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On June 11th we were told of the above incident and immediately went to pick up our dog. Once we arrived we had some questions about the story. Like how our dog sustained 5 bite injuries, 4 on his face and 1 on his leg, if the incident went down as described and asked to see the surveillance footage of what was described at the time as a 90 second incident. Later changed to 70 seconds incident. We were provided with a brief 7 second clip(which we are happy to provide as evidence.) That showed quite a different story than the original. In the 7 seconds it is clear that the initial incident between two female dogs was quite physical and that upwards of 7 dogs were involved in what followed. Since that time we have requested on 3 separate occasions the full 70 second clip to gain a better perspective and to satisfy burden of proof but have not been provided with it or any other supporting evidence that our dog was the dog that caused harm to the other dog. [redacted]
[redacted]
As this was the only proof provided we have denied the claims that [redacted] was the dog to cause injury. We can only speculate on what follows in the rest of the 70 second clip once the broom handle is introduced to the situation as we were never provided that evidence. [redacted]
We also requested Vet receipts and again were never provided evidence of such. If [redacted] was the one to cause this harm we were always willing and open to take responsibility for his actions. But we were adamant in our resolve to receive burden of proof required and have not been satisfied. [redacted]
We requested a refund for unused daycare time because we feel as if the situation was handled unjustly and we are concerned for [redacted] if we continued to use this facility as well as other consumers who would continue to use this facility. [redacted]

Final Consumer Response /* (3000, 14, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have emails confirming our request of the video evidence within 24 hours of the initial incident. We were never provided anything near substantial proof, including full video evidence or receipts from the vet. (again we are willing to provide all evidence we were provided as well as all emails of the correspondence.)
We were never provided anything that shows that our dog caused any harm to the other dog other than a phone conversation with a staff member. [redacted]
[redacted]
Final Business Response /* (1000, 16, 2015/07/13) */
The receipts have always been available, and were offered to be provided, however the client would not even consider paying the bill so the receipt was not forwarded.
I have attached a copy of the receipt (already paid) with the clients personal information blanked out for confidentiality.