Hollyoak K9 Center

We left our cats in the kennel on Tue. Mar. 8. On Mar.18 We returned to find one cat fine and the other was in awful shape. He was scared to death and smelled VERY badly of urine & feces. He was obviously neglected during his stay that We paid $150.00 for. When I asked the manager about his stay, she said she was gone and not aware of his condition,but also told me she gave him his meds daily while he was there. One of these statements is a lie.She blamed her staff for his neglect,saying there would be a meeting,but never offered us any thing but an apology. A refund is in order.Product_Or_Service: Kennel serviceDesired SettlementRefund my money for a service I did not recieveBusiness Response Customer dropped of two cats for boarding on Mar 8th. Both cats had been regular boarders with no problems....very nice cats. I personally took care of these cats from Mar 8th through Wed, Mar 16. I applied medication to [redacted], who is an elderly cat and had some hot spot type conditions on the inside of his leg and on his head. Owners instructed me to spray cortisone spray (which they provided) onto my finger and rub it on the spots. They explained that the areas were healing but wanted to keep applying the cortisone until it was completely healed. I did this in the AM and again in the PM as instructed. I noticed that [redacted] seemed more lethargic than normal. He is normally a very quiet old gentleman and spends the majority of his time curled up on his bed and/or sleeping. However, I noticed that he was not using his litterbox consistently. I thought maybe he was just missing the box as I would find feces in the box as well as on the floor of his cage. He seemed to be urinating in the box okay. I did not notice any smell coming from [redacted] or his cat bed...so I did not wash his bed. I thought it would comfort him to have the smell of home since he would be boarded for an extended period. I left town on Thurs morning, Mar 17. I instructed my staff in the application of [redacted]'s medicine before I left. [redacted]d's family picked him up on Mar 18th. When my staff went back to get [redacted] ready to go home, she noticed that he had just defecated on the side of his bed. She cleaned the bed off as best she could while his family waited. She explained to his family what had happened and that the bed smelled terrible now and that she wasn't sure if he might also have urinated in it. She carried [redacted] out to them in her arms as they did not bring a carrier for [redacted]. She discussed with them that [redacted] had been very lethargic and it looked like he just pottied to the side of his bed and didn't really try to go to his litterbox. The family said they had noticed his lethargy as well and attributed it to the medication. They took both cats home. I found out upon my return to work on Monday, Mar 21, that [redacted]'s family had called and wanted to talk to me. They came to the kennel on Monday and we discussed this issue. I explained to them that I had personally taken care of [redacted] while I was here, but that I had been out of town over the weekend. I could not tell them exactly which of my staff had cared for [redacted] while I was gone because the report card we fill out each Am and Pm had not been filled out while I was gone. I explained that I had a couple of new staff members and that we would be having a meeting to insure that the report cards were filled out in the future. However, [redacted] was taken care of during my absence right along with their other cat. I apologized that his bed was soiled, but if he soiled it right before they came, we wouldn't have had to time to wash the bed before he went home. I also expressed concern that [redacted] may be having some issues as he was not always making it to the litterbox to potty. This was odd behavior for [redacted]. When my staff brought [redacted] out to his family, she said [redacted] was not frightened. He was lethargic and that is what she brought to their attention. [redacted] was not neglected during his visit. He was kenneled right beside his housemate and both cats were cared for regularly throughout the day. In speaking with my staff, they assured me that they had applied [redacted]'s medicine and cared for him properly, they just forgot to mark the report cards.[redacted]'s parents were convinced that [redacted] had received no care while he was in our facility. That is not true as I have explained above. He was well cared for as was his housemate. I believe they were not really listening to me when we met upon my return and as a result, the facts in their complaint are not accurate. At no time during our meeting did [redacted]'s parents request a refund. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response by the buisness owner is all lies. Holly Oak owes me $150.00 refund for the lack of care my pet recieved while in her kennel