Kennelwood Village

Thank you for reaching out to us regarding your pet's recent stay at KennelwoodI apologize for the delay in respondingThere was an incorrect contact on fileI understand that you contacted the Page and Lindbergh location management directly and they have refunded your pet's stay at Kennelwood and paid for half of your veterinarian billI'm glad they were able to assist you with thatI also heard that [redacted] is doing much better now! Every dog and cat responds differently when they are in the pet resort environment and away from their parentsWe make every effort to accommodate the needs of each individual petWe spoke with ***'s Veterinarian and she told us that [redacted] was diagnosed with Colitis caused by stressI'm sorry to hear that [redacted] was nervous while she was staying with usIf she stays with us in the future, we will be sure and assign her to a room in a much quitter environmentWe keep a log of every dog and cat’s food consumptionWater intake is not as easy to logOften there are numerous pets from the same family sharing a room and water bowlsIt is also our policy to make sure that every pet has a clean and filled water bowl at all timesUpon request, we can certainly create a system for monitoring and logging water consumption for medical or other reasonsThe health and safety of the pets in our care is priority number one for us and the first thing we consider in making decisionsWe are continuously evaluating our processes to ensure they are the best they can beThank you again for contacting usWe are so glad that [redacted] is feeling better and enjoying her summer!

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Pets should always go home in the same or better condition than when they arrived and we apologize for this guest's unpleasant experienceThe guest spoke with a manager on the afternoon of 10/after picking up her pet and voiced her disappointmentHer pet was seen by the vet for an ear infection on 10/and it was agreed to reimburse that as goodwill in the amount of $The reimbursement process was started at that timeProcessing checks can take up to daysThe check was issued and has since been mailed and guest should have it by nowWe will reimburse stay in the amount of $also as a goodwill gestureIt may take up to days to process but it will be in the works as soon as we get response on accepted resolution Guest has been unhappy in the past - hope we can regain confidence in our businessWe have notes in file to only let manager check pet in and handle due to nature of numerous concerns from this guestHopefully this will eliminate any future issues

Initial Business Response /* (1000, 5, 2015/06/15) */
We apologize that you were unhappy after visiting the Kennelwood Pet Resorts location in StPetersIt was concerning that your pet had a wound on the face and leg when you picked upWe take care to note anything unusual and this was not
noted and I apologizeChecking our paper and computer records and with the staff, the pets were not down for grooming and did not receive these services while boardedI have spoken with the trainer about disclosing charges when selling training so no one is caught off guard as you were when getting their billAs you have stopped payment on your check, there is no money exchanged for services which is appropriate since you were so unhappy with their stayAgain, I am sorry that we disappointed you with our services

Complaint: [redacted]
I am rejecting this response because:It is a robotic reply and contradicts what we have been told.  We were told they did not know if she had eaten for 3 days.  [redacted] is socialized and has been at numerous kennels.  She is not a nervous dog.  While she was diagnosed with Colitis, it was exasperated by severe dehydration.  The manage admitted and took full responsibility and said they would add steps to ensure it would not happen again.
Sincerely,

Initial Business Response /* (1000, 5, 2015/10/23) */
Pets should always go home in the same or better condition than when they arrived and we apologize for this guest's unpleasant experience. The guest spoke with a manager on the afternoon of 10/4 after picking up her pet and voiced her...

disappointment. Her pet was seen by the vet for an ear infection on 10/7 and it was agreed to reimburse that as goodwill in the amount of $120.79. The reimbursement process was started at that time. Processing checks can take up to 15 days. The check was issued and has since been mailed and guest should have it by now. We will reimburse stay in the amount of $249 also as a goodwill gesture. It may take up to 15 days to process but it will be in the works as soon as we get response on accepted resolution.
Guest has been unhappy in the past - hope we can regain confidence in our business. We have notes in file to only let manager check pet in and handle due to nature of numerous concerns from this guest. Hopefully this will eliminate any future issues.

Thank you for reaching out to us regarding your pet's recent stay at Kennelwood. I apologize for the delay in responding. There was an incorrect contact on file. I understand that you contacted the Page and Lindbergh location management directly and they have refunded your pet's...

stay at Kennelwood and paid for half of your veterinarian bill. I'm glad they were able to assist you with that. I also heard that [redacted] is doing much better now! Every dog and cat responds differently when they are in the pet resort environment and away from their parents. We make every effort to accommodate the needs of each individual pet. We spoke with [redacted]'s Veterinarian and she told us that [redacted] was diagnosed with Colitis caused by stress. I'm sorry to hear that [redacted] was nervous while she was staying with us. If she stays with us in the future, we will be sure and assign her to a room in a much quitter environment. We keep a log of every dog and cat’s food consumption. Water intake is not as easy to log. Often there are numerous pets from the same family sharing a room and water bowls. It is also our policy to make sure that every pet has a clean and filled water bowl at all times. Upon request, we can certainly create a system for monitoring and logging water consumption for medical or other reasons. The health and safety of the pets in our care is priority number one for us and the first thing we consider in making decisions. We are continuously evaluating our processes to ensure they are the best they can be. Thank you again for contacting us. We are so glad that [redacted] is feeling better and enjoying her summer!