Duffy’s Bed and Biscuit, LLC

Dear Representative Revdex.com,We welcome the opportunity to present our explanation of our position on this matter regarding the complaint you wrote to us about on September 16, You should also know that we received a phone call on our answering machine from your [redacted] on 9/and we returned her call on 9/and left a message for her after getting her voicemailWe were returning her call and we left a message stating such, we also left our contact information but we never did get a return call from herWe wanted to let her know why there was a delay in the day requested response timeOur response to the complaint follows.The complaining customer's dog stayed with us from August to August During that time, there were no problems whatsoeverThere was no evidence of any injury or illness at any timeThis includes the departure time when the owner came to pick up their dogHer (Owner) dog was not limping and the whole greeting and departure happened as without anyone noticing any problem with her dog of any kind.On September the owner called us to ask if we had noticed anything with her dog to explain some red spots she found on her dogs belly and paws, and that he wasn't putting weight on his back legWe told her we had not noticed anythingShe told us she was going to the vet the next day and would let us know what they findShe called back on September and informed us that her dog was diagnosed with a Staph infection; she blamed us for it, and told us she wouldn't be using our services in the futureShe felt that we should have noticed her dog wasn't putting weight on his paw and accused us of not paying attention to her dog since we didn't notice that during his stayWe again told her we had not noticed anything and her dog was walked individually on a leash times/day and participated in our daycare play sessions with other dogs, so we paid plenty of attention to her dog and at no point noticed anything, just like when her dog was picked up and no one noticed anything.We have no experience with staph infections and have never had a dog diagnosed with or even thought to have had it beforeSo we did some research on it and also wanted to talk with the owners' Veterinarian about itThe owner told us the Vet said the dog got the infection during the kennel stay and that the Wet wouldn't use or recommend our kennel as a resultAfter several attempts to reach the Vet by phone, we were able to speak with the receptionist sometime between Sept and SeptWe asked to speak with the Vet who wasn't available but the receptionist Said she would have her call us, and that she was familiar with the situation with this owner and her dogShe clearly said that just because the dog was diagnosed with a staph infection on September 8, it didn't mean we had done anything wrong with the dog's care Aug 19-Aug and that the Vet also did not blame us and she would have the Vet call us.On Sept we called the owner to see how her dog was doing and to let her know what the receptionist told us and that we were awaiting further confirmation from the VetAs she was explaining how her dog was now doing, she told us that since she had talked with us last on Sept 8, Some test results had come back from the Vet visit and her dog was found to have crystals in his urineShe told us the Vet said it's caused by dehydration and that we must have deprived her dog of water during his stayAs we with water dripping off his beardIt should also be mentioned this dog has stayed here once before this year from May 6-May without incident.4) This dog stayed here for nights and a full day, and also signed up for and participated in daycare, and we also trimmed his nailsWe are rightfully due the fee for these servicesHopefully the owner can take what the Wet already told her and our response here, put emotions aside, and do the right thing.Sincerely,Patrick D

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Duffy’s Bed and Biscuit, LLC regarding complaint ID...

[redacted].
Regards,[redacted]

Dear Representative Revdex.com,We welcome the opportunity to present our explanation of our position on this matter regarding the complaint you wrote to us about on September 16, 2016. You should also know that we received a phone call on our answering machine from your [redacted] on 9/28 and we returned her call on 9/29 and left a message for her after getting her voicemail. We were returning her call and we left a message stating such, we also left our contact information but we never did get a return call from her. We wanted to let her know why there was a delay in the 10 day requested response time. Our response to the complaint follows.The complaining customer's dog stayed with us from August 19 to August 27 2016. During that time, there were no problems whatsoever. There was no evidence of any injury or illness at any time. This includes the departure time when the owner came to pick up their dog. Her (Owner) dog was not limping and the whole greeting and departure happened as normal without anyone noticing any problem with her dog of any kind.On September 7 the owner called us to ask if we had noticed anything with her dog to explain some red spots she found on her dogs belly and paws, and that he wasn't putting weight on his back leg. We told her we had not noticed anything. She told us she was going to the vet the next day and would let us know what they find. She called back on September 8 and informed us that her dog was diagnosed with a Staph infection; she blamed us for it, and told us she wouldn't be using our services in the future. She felt that we should have noticed her dog wasn't putting weight on his paw and accused us of not paying attention to her dog since we didn't notice that during his stay. We again told her we had not noticed anything and her dog was walked individually on a leash 5 times/day and participated in our daycare play sessions with other dogs, so we paid plenty of attention to her dog and at no point noticed anything, just like when her dog was picked up and no one noticed anything.We have no experience with staph infections and have never had a dog diagnosed with or even thought to have had it before. So we did some research on it and also wanted to talk with the owners' Veterinarian about it. The owner told us the Vet said the dog got the infection during the kennel stay and that the Wet wouldn't use or recommend our kennel as a result. After several attempts to reach the Vet by phone, we were able to speak with the receptionist sometime between Sept 8 and Sept. 16. We asked to speak with the Vet who wasn't available but the receptionist Said she would have her call us, and that she was familiar with the situation with this owner and her dog. She clearly said that just because the dog was diagnosed with a staph infection on September 8, it didn't mean we had done anything wrong with the dog's care Aug 19-Aug 27 and that the Vet also did not blame us and she would have the Vet call us.On Sept 16 we called the owner to see how her dog was doing and to let her know what the receptionist told us and that we were awaiting further confirmation from the Vet. As she was explaining how her dog was now doing, she told us that since she had talked with us last on Sept 8, Some test results had come back from the Vet visit and her dog was found to have crystals in his urine. She told us the Vet said it's caused by dehydration and that we must have deprived her dog of water during his stay. As we with water dripping off his beard. It should also be mentioned this dog has stayed here once before this year from May 6-May 13 without incident.4) This dog stayed here for 8 nights and a full day, and also signed up for and participated in daycare, and we also trimmed his nails. We are rightfully due the fee for these services. Hopefully the owner can take what the Wet already told her and our response here, put emotions aside, and do the right thing.Sincerely,Patrick D