Attached image: The only account on file in our system (shared by all our locations) with this client's name, phone number, and email address is this one which does not reflect any activity since Our system had no disabled accounts with this information We also searched for the Brooklyn address provided by the individual in the complaint of which there is no account Accounts can not be deleted from our system as protective measure to the business and client history.To Whom It May Concern, Below please find Biscuits & Bath’s (B&B) response to [redacted] ***’s responseAs stated above we can find no history of this individual bringing their dog in for care since Unless this individual brought in a dog under a different last name or contact information there is little we can do to verify the facts of the complaint I have reached out to the location in question to see what management may be able to remember as it relates to this case With that said, injury is a reality of any off-leash environment in which live animals are cared for We are sad to hear about [redacted] ***’s experience and hope her dog is doing better We would also like to express the policies we have in place regarding injury as stated in our waiver, on-site postings, Terms of Service, and Client Handbook (both publicly accessible on our website) required by all clients to read This does not include the many conversations we conduct over the phone and in-person to all clientsØ It is frustrating when your dog gets an injury Sadly, any group environment has higher risks even for well behaved, fully vaccinated, healthy dogs We believe that in spite of these risks, off-leash exercise and socialization are a priority for canine total wellness and is a better environment than having your dog stay in a crate for the length of an overnight visit Dogs will get hurt and/or sick at some point during life but as owners we have a small window to nurture personality, confidence, and behaviorØ We explain these risks to our clients and (unlike most day care centers) staff behavior counselors, trainers, a veterinary team, and regular supervision by a trained handling staff Even with all these industry leading safety practices in place there will always be unpredictability while working with live animals in which something can happen, in an instant, which even the most professional care cannot prevent Ø While engaging in mutual play with another dog [redacted] ***’s dog sustained an injury and was immediately seen by our on-site vet and she was contacted As with any case we continue to evaluate the group of dogs we care for and work to identify patterns with a particular dog or type of injury to make sure the environment is safe for all dogs and associates We do not breed discriminate nor do we rush these decisions as we understand clients are counting on the care and one challenging situation with a dog does not define its overall behavior Given the risks and realities of this environment we do not cover medical cost from injuries or illness sustained during play nor do we credit for services rendered during the visit In good faith waive the examination fee for the visit with our on-site vet and the owner is responsible for any medicine and/or procedural work done, something no other overnight provider can offer As we are not able to confirm the account based on the contact information provided we ask that you update us with this information so we can verify the exam cost was covered We look forward to getting this resolvedRegards, David M [redacted] Biscuits & Bath – Manager of Client HappinessTell us why here
Attached image: The only account on file in our system (shared by all our locations) with this client's name, phone number, and email address is this one which does not reflect any activity since Our system had no disabled accounts with this information We also searched for the Brooklyn address provided by the individual in the complaint of which there is no account Accounts can not be deleted from our system as protective measure to the business and client history.To Whom It May Concern, Below please find Biscuits & Bath’s (B&B) response to [redacted] ***’s responseAs stated above we can find no history of this individual bringing their dog in for care since Unless this individual brought in a dog under a different last name or contact information there is little we can do to verify the facts of the complaint I have reached out to the location in question to see what management may be able to remember as it relates to this case With that said, injury is a reality of any off-leash environment in which live animals are cared for We are sad to hear about [redacted] ***’s experience and hope her dog is doing better We would also like to express the policies we have in place regarding injury as stated in our waiver, on-site postings, Terms of Service, and Client Handbook (both publicly accessible on our website) required by all clients to read This does not include the many conversations we conduct over the phone and in-person to all clientsØ It is frustrating when your dog gets an injury Sadly, any group environment has higher risks even for well behaved, fully vaccinated, healthy dogs We believe that in spite of these risks, off-leash exercise and socialization are a priority for canine total wellness and is a better environment than having your dog stay in a crate for the length of an overnight visit Dogs will get hurt and/or sick at some point during life but as owners we have a small window to nurture personality, confidence, and behaviorØ We explain these risks to our clients and (unlike most day care centers) staff behavior counselors, trainers, a veterinary team, and regular supervision by a trained handling staff Even with all these industry leading safety practices in place there will always be unpredictability while working with live animals in which something can happen, in an instant, which even the most professional care cannot prevent Ø While engaging in mutual play with another dog [redacted] ***’s dog sustained an injury and was immediately seen by our on-site vet and she was contacted As with any case we continue to evaluate the group of dogs we care for and work to identify patterns with a particular dog or type of injury to make sure the environment is safe for all dogs and associates We do not breed discriminate nor do we rush these decisions as we understand clients are counting on the care and one challenging situation with a dog does not define its overall behavior Given the risks and realities of this environment we do not cover medical cost from injuries or illness sustained during play nor do we credit for services rendered during the visit In good faith waive the examination fee for the visit with our on-site vet and the owner is responsible for any medicine and/or procedural work done, something no other overnight provider can offer As we are not able to confirm the account based on the contact information provided we ask that you update us with this information so we can verify the exam cost was covered We look forward to getting this resolvedRegards, David M [redacted] Biscuits & Bath – Manager of Client HappinessTell us why here