Lobo's Doggy Daycare & Grooming

My Chihuahua has been going to Lobo's Lounge and Doggy Daycare since 2009. Over the years, I have used both the daycare and boarding services. I am very satisfied with the care provided and the prices quoted. My pet also uses the grooming services every month and their attention to details provides the look that I request.
The owner and staff have always been pet-centered and customer-oriented. In fact, he gets a rockstar treatment regardless of which staff member is present. Most importantly, he greets each of the staff as if they were family. He has never shown any signs of being fearful. That is very important to me since he was abused as a puppy and is very quick to display signs of submission towards anyone who has presented themselves as being aggressive.
The staff is friendly and the establishment well-kept. There have been times when I have arrived unannounced and everything is consistently in order. In my opinion, Lobo's is a fine establishment, with a great staff, and outstanding services.

Injury Received During Boarding and Grooming Stay and reimbursement of the Fees paid in the amount of $254 requested.This is a formal complaint against Lobo's Doggie Daycare and Grooming and Owner [redacted] pertaining to an injury that my dog received while he was staying at the facility from August 30, 2014 through September 2, 2014. My mother, [redacted], dropped my [redacted] ([redacted]) off for boarding and grooming during his stay at the aforementioned times while we were on vacation. Upon our return from vacation my mother picked up [redacted] from Lobo's and noticed that he was very anxious and acted a little erratic. The staff member handed my mom the dog in a cradle position and noticed that his dog bed had been washed and thanked the staff member for them washing the bed. She thought it was a little odd for [redacted] to act the way he was acting, but just assumed he was overly excited to see her. Mrs. [redacted] dropped [redacted] off at home with Mr. [redacted] and just laid under him all day and kept licking himself; however, he didn't think anything of it as [redacted] is always grooming himself. Upon her return home from work, she picked [redacted] up (about six hours later) and noticed that he had a deep cut on his leg that was yellowish in color and already had started scabbing. She took pictures of his injury and the next morning around 8am took [redacted] back to the Lobo's and informed them that [redacted] must have been cut while he was being groomed and that it wound started looking worse and she was going to take him to the local Veterinarian in Goldsboro to get seen. The groomer indicated that she didn't cut [redacted] while grooming and that he must have hurt himself while at my parent's home. My parents informed him that he had been coming there for 7 years and never hurt himself at their home and with this type of wound he would have had blood all over their house and there was none (more pictures were taken). Mrs. [redacted] ask to have a manager call her in order to discussed how we could resolve this issue with our dog. Upon his arrive to the[redacted] the doctor ask was he just recently groomed because the injury was similar to that of being cut while grooming. He indicated that [redacted] had an 1and1/4 inch cut on his back left hind leg connected to his abdomen and that it was infected and he needed to put him to sleep in order to give him stitches so it would heal properly. We told him to do the procedure that was necessary in order to ensure that our dog was well taken care of. [redacted] was put to sleep and received three sutures on the inside and six stitches on the outside. After we left the Veterinarian Mrs. [redacted] went back to up to Lobo's to see if the manager had come back in because after leaving the Veterinarian we have confirmed that he was cut by the groomer and that we wanted to be compensated for the costs of him to be taken care of for an injury that we firmly believed happened to him while in their care for boarding and groomed on Monday, September 1, 2014. We have documentation from the Veterinarian that his injury is consistent with a cut from a blade and scissors (we can provide this documentation as well). I have provided the intake notes and a note typed by the doctor to see if we could resolve this matter our of court and for them to do the right thing and admit that he was cut while in their care and just to pay for the services we had to have rendered to [redacted]. The manager (Ms. [redacted]) after informing me that the injury did not occur at her facility because her staff wrote that nothing happened and even after I provided her with the information from the vet that he was cut by a blade or scissors, she refused to pay the $254. I have tried numerous times to resolve the issue with Ms. [redacted], but her refusal to deal with the situation at hand has been quite frustrating. We are seeking full compensation for the $254 veterinary bill paid for the services performed on [redacted].Desired SettlementI would like a full refund of the expenses rendered of $254 for the procedure that was necessary to fix my dog after being injured during their care. Documentation from the Veterinarian can be submitted which proves that his injury occurred with either a pair of scissors or blade.Business Response [redacted] is a [redacted] boarded at my facility from Sat 8/30/2014 to 9/2/2014.( Mrs. [redacted]) [redacted] mother dropped [redacted] off and requested him to be groomed. [redacted] was there Sat, Sun, Mon, and picked up on Tuesday by Mrs. [redacted] ([redacted] mother). [redacted]s owner stated her mother said when she picked [redacted] up she noticed he was very anxious and acted a little erratic, that behavior is typical of [redacted] behavior upon seeing there owner. Ms.[redacted] the dogs owner said in her complaint that her mother told her Lobo's staff member handled [redacted] in a cradled position, she also said Mrs. [redacted] stated she noticed [redacted]'s dog bed had been washed. The staff members did in fact hand [redacted] to Ms. [redacted] as we often do because the little dogs tends to be excited and wiggly and Mrs. [redacted] did not have a dog crate to carry [redacted] out with. While Ms. [redacted] was completing the pick up procedure and paying for the services, [redacted] was climbing on her shoulders and her arms and acting normal as he had been acting through his entire stay. The statement about [redacted]s bed being washed was totally incorrect the bed was not dirty nor did it have any blood on it and with type if injury there would have been a fair amount of blood. We did not wash the dogs bed! [redacted] stated that her mother said she dropped [redacted] off with Mr. [redacted] before she went to work and then upon coming home approx. 6 hours later Mr. [redacted] says that [redacted] laid under him all day and [redacted] was licking himself and Mr.[redacted] didn't think anything of it, but in my conversation with [redacted] stated her father took [redacted] outside on a leash because a loose dog was outside. I had a conversation on 9/3/14 with Mrs.[redacted] over the phone and Our conversation was about [redacted] and after conversation I told her I needed to have my staff members 3 employees plus the groomer to write a statement of what they observed with there interaction with [redacted] at drop off 8/30/14 and pick up on 9/3/14, Specifically after grooming on 9/1/14. I would be able to make a more informed decision if we played a role in [redacted]s injury or not After talking with each employee individually and reading each statement I felt we did not contributed to [redacted]s injury, then had a conversation with Ms.[redacted] and told her my decision was I didn't feel [redacted] had received his injury at Lobos. [redacted] was dropped off by [redacted] on sat. 8/30/14(sat.) [redacted] was groomed on 9/1/2014 (Monay). [redacted] was picked up by [redacted] on 9/2/14 Tuesay in the AM and did not get vet care or notify lobos about the situation until 9/3/14 Wed. mid AM. I told Mrs..[redacted] I didn't see [redacted] at the time he was picked up and she was not present at the time of the pick up. When I read the vet report it stated that "[redacted]s injury could have been done by grooming not that it was done by grooming. Mrs.[redacted] was the one who told the receptionist that [redacted] was cut by the groomer! [redacted] was with Mr. [redacted] all day Tuesday without Mrs. [redacted] or Mrs.[redacted] being present. I feel that there is a strong possibility [redacted] could have hurt himself at his house and MR or Ms. [redacted] or Mrs.[redacted] did not notify Lobos until Wednesday 9/3/14. [redacted] was groomed on Monday,picked-up on Tuesday by Mrs. [redacted], went to vet on Wednesday ...2days after being groomed and no-one saw this injury?.There was no blood on the grooming towels that were used on [redacted] or on his bed that would have been noticed by the kennel staff on duty 1st and 2nd shift as well as the dog walker. Monday he was active and ate well. 2nd shift staff member noted he was playful. The "dog walker" stated he had regular bowel movements during the Monday p.m. and Tuesday a.m. walks. I questioned all staff members: Did [redacted] show any decrease in energy, their reply was no, was he limping at any time again they said no and finally was he showing any signs of distress and they said no.Mrs.[redacted] did not see [redacted] at the time her mother picked him up. In the complaint Mrs.[redacted] noted that her parents informed "him" the groomer that [redacted] had been coming to her parents home for 7 years and never hurt himself before and with this type of wound there would have been blood all over their house and there was none. First of all our only groomer is a female not a male as referred to second Mrs.[redacted] said there would be blood all over their house but previously stated [redacted] laid under Mr.[redacted] which makes me think at some point [redacted] was running around as little [redacted] do,finally,the grooming cards that are filled out which askes the owner to give a description of the dog (in this case there was 2 separate cards on file for [redacted])one stated [redacted] was 1 year old,sm. male, brown/gray and vet was in Va. While the second card stated [redacted] was 5 years old sm.male,brown/tan and vet was [redacted](local)vet both cards have [redacted] as the owner.The first card was for grooming on 6/21/14 says he was 1 year old.2nd card was 9/1/14 says he was 5 the vet report Mrs.[redacted] presented stated [redacted] was born in 2008 which puts [redacted] closer to 5 and in her complaint Mrs.[redacted] stated she had been bringing [redacted] to her parents(Mr. and Mrs. [redacted])for 7 years.I feel that this unfortunate accident did occur, however, I feel Mrs.[redacted] is acting on what her parents told her as she did not see [redacted] on Tuesday before, during or after he was picked up from Lobo's by Mrs.[redacted] but I can provide written statements(upon request)if needed. The inconsistencies though small is why I firmly believe [redacted] was Not injured at Lobo's. Consumer Response [redacted] was born on November 30, 2008, and he is currently 5 years old. His primary physician is [redacted] in which he has been under there care since he was 6-7 months old. He has only been to the [redacted] twice; therefore, there is no history really with my pet and this vet. Before [redacted] was boarded this last time they received [redacted]'s most up-to-date shot records from [redacted].My rebuttal to the owners response is that if she would step back and take a look at the written note from the veterinarian in which he wrote that [redacted] was cut by a blade or scissors she would consider the facts. The veterinarian in his professional opinion considered [redacted]'s cut due from a blade or scissors. Considering the fact that [redacted] just got groomed on Monday and we saw the cut and took pictures on Tuesday evening then it would logically make sense that he was cut during the grooming process and the groomer is not being honest. The fact that my dog didn't exhibit any signs of distress doesn't discount that he was cut. Lobo's was notified on Wednesday morning because when we discovered the cut Lobo's was closed for the day. Although, the owners staff denies that the injury occurred at her facility all facts in place, their is only one logical conclusion that can be drawn as we would have had no reason to use scissors or a blade on [redacted] since he had just gotten groomed. Thus, I strongly believe that Lobo's is at fault for causing [redacted]'s injury. After 3 sutures and 6 stitches Lobo's should reconsider the facts and view them with an open mind. You trust that your dog will be in good hands and cared for when you have them boarded or groomed and in this case Lobo's was negligent and should pay for the costs of the $254 costs of the veterinarian visit. Although, I do agree with the owners statement that neither one of us was present at the time the [redacted] was picked up from Lobo's, the facts are the facts and the veterinarian is a third party who is only stating his professional opinion of the situation and has nothing to gain, but to state the facts.I was trying to keep this situation out of the court system, but if Lobo's is still unwilling to resolve this issue then I will have no other choice than to take the owner and groomer to court to have this issue resolved. All I am asking is that the right thing is done by my pet and that they own up to the fact that all things considered Lobo's is at fault and should reimburse me for my expenses.Final Business Response In response to the complaint from Ms.[redacted] I have the records stating [redacted]s B-day an his age who his vet is, and that..I am not questioning however, I do question the conflicting info in his file that does not match his vet records as was stated previously "[redacted]1 yeas old gray and tan where as vet records from [redacted] states [redacted], 5years brown and tan. I am just pointing out the inconsistency. Also, I question his regular vet is in Va. the file states the other vet (local) as listed as [redacted] but [redacted] was taken to [redacted] a 3rd vet that was not listed in his file. I am entering the vets statement word for word so it is very clear as what hi opinion not fact was as Ms.[redacted] state to the vet receptionist had been cut by the groomer. "To whom it may concern On Wednesday Sept. 3rd 2014, Ms. [redacted] presented her dog "[redacted]" t me for examination. I found a clean laceration on the right rear inside rear the thigh and flank region. The laceration was approximately 1 1/4 inches in length and fresh. its appearance is consistent with being cut by a sharp object such as scissors or a blade. The wound was repaired surgically and the patient was placed on antibiotics and is recovering well if you have any more questions regarding this matter please feel free to contact me" [redacted]. The vet stated he found a clean laceration on the right rear limb near the thigh and flank and FRESH not 2 days old, which is why I strongly question where and when "[redacted] " was injured. [redacted] was in the care of Mr. [redacted] all day Tuesday (approx. 6 hrs.) and he didn't notice the cut on [redacted] just like my staff didn't see any injury and when Ms. [redacted] pick up [redacted] from Lobos she to did not see any injury either. The injury was only discovered Tuesday evening, several hours after leaving Lobos and leaving him in the care of Ms. [redacted]. Lobs was notified Wed. morning however, there was ample opportunity from the time of pick up until the pictures were taken to notify Lobos as we don't close until 7pm. Ms.[redacted] calls her assumption a logical conclusion, I however do not consider this to be logical on any level and a personal attack on my business integrity. I see it as false accusations and a lack of pursuing either avenues that could have lead to [redacted]s injury. Ms.[redacted] states she wants 254.00 back she did not provide a bill with the vet information she stated that the vet had nothing to gain by writing the facts and I do agree I have nothing to gain I am standing up for my business and its employees, and not allowing someone to intimidate us with threats of court or call us neglectful. I can say with certainty this injury was not endured at Lobo's or by our groomer. Mrs. [redacted] and Ms.[redacted] signed this waiver(also in [redacted]s file) as stated on our "Fuzzy Pet Form" "I here by grant permission to the grooming establishment to obtain emergency vet treatment for my pet at my expense also, realizing that matted pets have a greater chance of injury during grooming, I will not hold this grooming establishment responsible for accident or injury to my pet." Signed by [redacted], signature of owner and [redacted]e [redacted], also n signature of owner. I didn't feel this waiver was necessary earlier in the incident hoping Ms.[redacted] would realize that [redacted] was not injured at Lobos but her continued threats or court and accusations of neglect has forced me to bring out more statements such as this signed waiver. I have nothing more to contribute to this issue. I firmly stand my ground on the fact that Lobos is not responsible in any way for [redacted]s injury. Though I am sorry that he was injured and I hope he recovers well as he is a precious dog. But I cannot in good conscience take responsibility for something I know we did not do. We had permission from the owner to seek vet care if needed.

DO NOT BRINGS DOGS HERE! NOT UP TO CODE, THEY LIE ABOUT THE WELL BEING OF THE DOGS. THERES LAWSUITS AT THE COURTHOUSE FOR THEM. THERES OTHER PLACES IN GOLDSBORO TO TAKE YOUR DOGS THAT RESPECT THEM! [redacted] IS ONE, THEYRE UNBELIEVABLE! FULL STAFF COMPARED TO ONE FREAKING PERSON WHICH IS ILLEGAL FOR SAFETY CONCERNS, UNSANITARY CONDITIONS! DO NOT TAKE THEM THERE.

I just have to say that my family loves the folks at Lobo's! We first used them when we could not get our dogs in where we used to keep them when we were out of town, and so we were a little nervous trying somewhere new. However, our dogs seemed to really love it, so we went back the next time. Interestingly, in the past at the other place, the employees almost had to drag our dogs to go back with them. At Lobo's, our dogs are super excited as soon as they see where they are at! Trust me - that gives us owners a lot of peace. And currently there are a lot of renovations being done to our home that requires the pets to be gone - we are so grateful to have a place that we trust and that our dogs and cats seem to enjoy!