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The dog in question attended a week boarding and training program from January 13th thru January 28th, He was initially placed on [redacted] Grain-Free Chicken formula, per his owners’ agreement that it most matched his food from home It has a Protein percentage of 26% and Fat of 12% Within his first week it became apparent that between the initial stress of the boarding and training environment as well as his activity level, he needed an increase in caloric intake He was switched,, over a three day time period to [redacted] , also a grain free chicken based food, but with 34% Protein and 16% Fat, combined with [redacted] probiotic to help his body best absorb the nutrients He was given cups of [redacted] plus probiotics two times per day, for a total of calorie per day, plus additional calories from [redacted] jerky treats for his training An active dog of his size during winter should have a caloric need of to calories per day We also put him on activity restrictions so that he couldn’t be active all day and not be burning so many calories We attempted to increase his food to more than the cups twice per day, but it was too rich, and by the time his tummy was accepting of more calories, it was his check out date We know that he had started losing weight, so all precautions were made to stop the weight loss as well as to put weight back on him At check-out on January 28, 2017, he was lean but not unhealthy, and he never had an issue eating his foodNo calls were made to the owners, as this is not an absituation to occur during the program and his overall health was never in danger Upon pickup on January 28th, the owners were concerned about his weight, but completed the minute class, scheduled their next class to occur on February 4, and paid their bill They seemed impressed with his improvement since checking in on January 13, The owner left a message on January 28th after the business closed for the day, stating that the dog had been to the vet on Saturday afternoon ***, the Colorado Dog Academy owner, called the dog’s owner on Sunday, January 29, [redacted] spoke to the husband, who stated that the dog had lost seven pounds during his stay [redacted] discussed the dog’s food was changed and his activity limited because he had started to lose weight He also let the owners know that we were sorry that he lost weight, and that if they were concerned about his health, that Colorado Dog Academy would pay for two vet visits, an initial health check as well as a follappointment The owner stated that they did not want compensation for the vet visitsOn Thursday, February 2, 2017, [redacted] attempted to call the owners and left a message The wife returned the message and talked to [redacted] about their dissatisfaction with his weight [redacted] apologized for the weight loss and tried to explain the change in food and activity restrictions, however, she was not satisfied She said that her vet stated that we abused her dog and gave her the information to report the incident The husband then called back within an hour, yelling and cursing that he was going to dispute the charges on his credit card for the training program [redacted] attempted to contact the dog’s veterinarian on February 2, and left a message for the manager to call back A second attempt to contact the vet was made on February 6, and [redacted] made a request for the dog’s last three vet visits, so that an accurate before and after weight could be determined, as the amount of weight lost had been inconsistent by the owners No records were faxed to Colorado Dog Academy [redacted] called the vet on February 7, and talked to the veterinarian that examined the dog on his initial post-training visit, that occurred on January 31, 2017, not on January 28th The vet stated that the owners were not releasing the vet visit information to Colorado Dog Academy The vet could not tell [redacted] how much weight the dog had lost, only that when stated that the owners wrote pounds, the vet responded, “pounds no” When questioned if he stated that Colorado Dog Academy abused the dog, he stated that he “would never say anything like that” The vet called Colorado Dog Academy on February 7th in the late afternoon to let us know that the dog was in for a follow up appointment and the owners stated that they would not release the medical records to us to confirm a weight loss and overall health check The owners credit card company also called to inquire about the disputed charges for the entire training programColorado Dog Academy is empathetic to the owners for the situation We pride ourselves on the care and well-being of all the animals in our care With over dogs enrolled in the boarding and training programs in the last year, this is the only owner to complain about weight loss A good number of customers even switch to our [redacted] food upon pickup because their dogs look better than when they checked in We understand that this dog lost weight while with us for days, which is why we offered to pay for two vet visits We have not been able to confirm a weight loss amount, as the owners will not allow us to see the vet reports The dog completed his full week training program and was never mistreated and seemed to enjoy his stay with us

Initial Business Response / [redacted] (1000, 5, 2015/05/06) */ Colorado Dog Academy prides itself on the care and well-being of the pets in our care as well as excellent customer serviceWe have the required vaccinations for boarding on our website, our informational board in the check in office, on our handout flyers, and our staff is trained to mention the required shots to all boarding clients, especially new clientsWe also have a boarding contract on our website available for owners to print and fill out prior to arrivalThis contract clearly states all vaccinations, both required and recommended by Colorado Dog Academy, in order to boardAfter reviewing the complaint, the signed boarding contract, shot records and vet invoice for the involved case, Colorado Dog Academy, Inchas found that the shot records that were provided upon chewere misreadThe dog visited her vet six days prior to calling in her reservation, and received a Wellness exam, Rabies vaccination, Distemper vaccination, and a Leptospirosis vaccinationThe Bordatella vaccination, for kennel cough, was not administeredIt was very busy when she checkand the records were misread; human error, plain and simpleHad it been noticed, a Bordatella would have been administered by a staff member that day for a charge of $30, although it would not have provided any protection to the dog for the first hours of her stayBecause of this error, Colorado Dog Academy will be happy to pay for the medical care on her vet's invoice XXXXXX, on April 25, to treat her coughing, for $It is stated on the contract, that was signed by the owner, that Colorado Dog Academy, Incassumes no liability in case of sickness of the pet, however, due to the circumstances, Colorado Dog Academy will cover the specified vet bill , invoice XXXXXX, relating directly to her kennel coughColorado Dog Academy will not be refunding the cost of the dog's boarding and grooming, as all services contractually agreed upon were performedIn fact, the dog received a second walk each day, at no additional cost to the owner, as it was in the best interest of the dog Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, we accept the Colorado Dog Academy's response to our initial complaintThis is due to the fact that they admitted in their response that "it was very busy and her records were misread" as far as if she had been already administered the Bordatella vaccinationThis was their wrongdoing at the time of drop-offBecause of this error, Colorado Dog Academy stated in their response to our initial complaint that they "will be happy to pay for the medical care on the vet's invoice #XXXXXX dated April 25, in the amount of $56.98"Our question is, how are we to receive this reimbursement back to us?

The dog in question attended a 2 week boarding and training program from January 13th thru January 28th, 2017.  He was initially placed on [redacted] Grain-Free Chicken formula, per his owners’ agreement that it most matched his food from home.  It has a Protein percentage of 26% and Fat of...

12%.  Within his first week it became apparent that between the initial stress of the boarding and training environment as well as his activity level, he needed an increase in caloric intake.  He was switched,, over a three day time period to [redacted], also a grain free chicken based food, but with 34% Protein and 16% Fat, combined with [redacted] probiotic to help his body best absorb the nutrients.  He was given 3 cups of [redacted] plus probiotics two times per day, for a total of 2526 calorie per day, plus additional calories from [redacted] jerky treats for his training.  An active dog of his size during winter should have a caloric need of 1500 to 2000 calories per day.  We also put him on activity restrictions so that he couldn’t be active all day and not be burning so many calories.  We attempted to increase his food to more than the 3 cups twice per day, but it was too rich, and by the time his tummy was accepting of more calories, it was his check out date.  We know that he had started losing weight, so all precautions were made to stop the weight loss as well as to put weight back on him.  At check-out on January 28, 2017, he was lean but not unhealthy, and he never had an issue eating his food. No calls were made to the owners, as this is not an abnormal situation to occur during the program and his overall health was never in danger.  Upon pickup on January 28th, the owners were concerned about his weight, but completed the 60 minute class, scheduled their next class to occur on February 4, 2017 and paid their bill.  They seemed impressed with his improvement since checking in on January 13, 2017.  The owner left a message on January 28th after the business closed for the day, stating that the dog had been to the vet on Saturday afternoon.  [redacted], the Colorado Dog Academy owner, called the dog’s owner on Sunday, January 29, 2017.  [redacted] spoke to the husband, who stated that the dog had lost seven pounds during his stay.  [redacted] discussed the dog’s food was changed and his activity limited because he had started to lose weight.  He also let the owners know that we were sorry that he lost weight, and that if they were concerned about his health, that Colorado Dog Academy would pay for two vet visits, an initial health check as well as a follow-up appointment.   The owner stated that they did not want compensation for the vet visits. On Thursday, February 2, 2017, [redacted] attempted to call the owners and left a message.  The wife returned the message and talked to [redacted] about their dissatisfaction with his weight.  [redacted] apologized for the weight loss and tried to explain the change in food and activity restrictions, however, she was not satisfied.  She said that her vet stated that we abused her dog and gave her the information to report the incident.  The husband then called back within an hour, yelling and cursing that he was going to dispute the charges on his credit card for the training program.  [redacted] attempted to contact the dog’s veterinarian on February 2, 2017 and left a message for the manager to call back.  A second attempt to contact the vet was made on February 6, 2017 and [redacted] made a request for the dog’s last three vet visits, so that an accurate before and after weight could be determined, as the amount of weight lost had been inconsistent by the owners.  No records were faxed to Colorado Dog Academy.  [redacted] called the vet on February 7, 2017 and talked to the veterinarian that examined the dog on his initial post-training visit, that occurred on January 31, 2017, not on January 28th.  The vet stated that the owners were not releasing the vet visit information to Colorado Dog Academy.  The vet could not tell [redacted] how much weight the dog had lost, only that when stated that the owners wrote 9 pounds, the vet responded, “9 pounds…no”.  When questioned if he stated that Colorado Dog Academy abused the dog, he stated that he “would never say anything like that”.  The vet called Colorado Dog Academy on February 7th in the late afternoon to let us know that the dog was in for a follow up appointment and the owners stated that they would not release the medical records to us to confirm a weight loss and overall health check.  The owners credit card company also called to inquire about the disputed charges for the entire training program. Colorado Dog Academy is empathetic to the owners for the situation.  We pride ourselves on the care and well-being of all the animals in our care.  With over 500 dogs enrolled in the boarding and training programs in the last year, this is the only owner to complain about weight loss.  A good number of customers even switch to our [redacted] food upon pickup because their dogs look better than when they checked in.  We understand that this dog lost weight while with us for 15 days, which is why we offered to pay for two vet visits.  We have not been able to confirm a weight loss amount, as the owners will not allow us to see the vet reports.  The dog completed his full 2 week training program and was never mistreated and seemed to enjoy his stay with us.

Initial Business Response /* (1000, 5, 2015/05/06) */
Colorado Dog Academy prides itself on the care and well-being of the pets in our care as well as excellent customer service. We have the required vaccinations for boarding on our website, our informational board in the check in office, on our...

handout flyers, and our staff is trained to mention the required shots to all boarding clients, especially new clients. We also have a boarding contract on our website available for owners to print and fill out prior to arrival. This contract clearly states all vaccinations, both required and recommended by Colorado Dog Academy, in order to board. After reviewing the complaint, the signed boarding contract, shot records and vet invoice for the involved case, Colorado Dog Academy, Inc. has found that the shot records that were provided upon check-in were misread. The dog visited her vet six days prior to calling in her reservation, and received a Wellness exam, Rabies vaccination, Distemper vaccination, and a Leptospirosis vaccination. The Bordatella vaccination, for kennel cough, was not administered. It was very busy when she checked-in and the records were misread; human error, plain and simple. Had it been noticed, a Bordatella would have been administered by a staff member that day for a charge of $30, although it would not have provided any protection to the dog for the first 48 hours of her stay. Because of this error, Colorado Dog Academy will be happy to pay for the medical care on her vet's invoice XXXXXX, on April 25, 2015 to treat her coughing, for $56.98. It is stated on the contract, that was signed by the owner, that Colorado Dog Academy, Inc. assumes no liability in case of sickness of the pet, however, due to the circumstances, Colorado Dog Academy will cover the specified vet bill , invoice XXXXXX, relating directly to her kennel cough. Colorado Dog Academy will not be refunding the cost of the dog's boarding and grooming, as all services contractually agreed upon were performed. In fact, the dog received a second walk each day, at no additional cost to the owner, as it was in the best interest of the dog.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, we accept the Colorado Dog Academy's response to our initial complaint. This is due to the fact that they admitted in their response that "it was very busy and her records were misread" as far as if she had been already administered the Bordatella vaccination. This was their wrongdoing at the time of drop-off. Because of this error, Colorado Dog Academy stated in their response to our initial complaint that they "will be happy to pay for the medical care on the vet's invoice #XXXXXX dated April 25, 2015 in the amount of $56.98". Our question is, how are we to receive this reimbursement back to us?