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Muddy Paws Doggy Daycare

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Reviews Muddy Paws Doggy Daycare

Muddy Paws Doggy Daycare Reviews (2)

Initial Business Response /* (1000, 5, 2015/08/05) */
When the customer showed up to drop off her dog at first, she stated that she had a reservation. The employee at the front desk said that we were full and did not have her reservation but she would see what she could do. She was able to move...

things around a bit and fit the customer's dog in. As she left the building, she turned around and said, "thanks for fitting us in, I did actually forget to call and make the reservation." So, even without a reservation we did what we could and accommodated the dog for on overnight of boarding. The dog is an unaltered male who has never boarded at Muddy Paws and also has never been boarded at any other facility. These facts are what I believe led him to have stress during his stay. For an unknown reason, another dog did bite the customers dog. There were 2 small punctures, which did not require immediate veterinary attention, on his leg. My staff attended to these wounds several times that day and also the following morning. They were cleaned several times and he showed no sign of discomfort or pain as one of my employees told the owners that he had licked her face while she was cleaning his wound. Because the wound was very minor, I did not feel there was a need to inform the owners immediately, which is the standard protocol if this type of a situation ever does occur. Because he was stressed during his stay, he was separated from the large group and allowed to stay in our "Lazy Paws Lounge" which has couches and a TV for the dogs to relax. When he still seemed stressed I had a staff member bring him into our office by himself and sit on the floor with him to calm him down. We did also try to give him a time out in a kennel so that he could calm down. He seemed most comfortable in our Lazy Paws Lounge so that is where he spent most of his time both Saturday and also Sunday. It is very common for a dog to become stressed that has not been in a daycare or boarding situation. Unaltered males are especially prone to this due to the fact that they are easily over stimulated when in a large group of dogs. We deal with this all of the time and my staff did act appropriately in doing whatever they could to keep him the most relaxed. At pick up, the owners were informed of the incident. He was panting, but as explained earlier, this can happen when a dog has never been boarded in the past. The owners were also told that the dog that bit their dog has never done anything like this before and the only issue that we have ever had with him is that when he is tired he can play a little rough and at this time we will give him a "time out" to rest and calm down. It was never said that the dog has "bit" another dog before other than during play. The dog's "dad" even told the staff member "don't worry, he is a tough a dog, he can take a little scratch." And upon leaving, the employee said good bye to the dog and the dad said, "don't worry we will be back soon," all with a smile on his face. I have confirmed with all staff that were present during the dog's stay that he never once limped or showed any sign of pain. The owner did call the following day to discuss this issue with me. I told her all of the above information and she was still not happy. I also explained to her that she did sign the liability agreement and it very clearly states that you understand that there is an inherent risk of injury or illness at any time that animals comingle in a daycare setting. I also explained that the same liability agreement states that you are responsible for any injury that your dog causes to another dog.(I will attach a copy of our liability agreement) She then told me that she would be bringing her dog to the vet. I told her to drop off the invoice and I would make sure that it was taken care of by the owners of the other dog. She did so the following day (the vet bill totaled $80.53 and was for any antibiotic to prevent against infection, no stitches or further procedures were needed). She was very thankful and appreciative when I told her that I would make sure that it was taken care of. I promptly reimbursed her for the vet bill that was incurred due to the injuries. It is stated in the complaint that the customer would like to be reimbursed for the stay at which I do not feel is appropriate. We provided her with a service and the customer was very aware of the risks before she decided to bring her dog to our facility. It is also stated in the complaint that the second day should have only been a half day charge . . . it is posted on our wall, website and in our brochure that any pick up after 11am will be charged a full day . . . the customer picked up her dog at 1:40pm which warrants a full day charge as clearly stated. I do feel terrible at any time that a dog is injured or unhappy in my care. I have expressed my apologies to the owners. I have also explained that this type of thing can happen at any time, without warning. My staff is very well trained and acted accordingly in this situation. The fact that animals, by nature, are unpredictable is what led to this incident. There was not any form of abuse or neglect (as has been stated in several reviews posted by the customer) by any staff member at Muddy Paws. We all share a very true passion for animals and wish nothing but the best for any dog that comes through the door. Unfortunately, things can happen when dealing with dogs, or any animal for that matter, and that is why I have the risks clearly stated for all clients to read and sign.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st I never stated I had forgot to make an appointment when I left. I have proof in my calling log that I had called 2 weeks in advance and made my appointment. The girl working in the front desk told me they were full and see what she would do as they did NOT have my appointment which I made weeks prior. She said they would squeeze him in. I said she shouldn't have to squeeze him in as we had made this appointment prior. So that comment Is a lie.2nd our dog had a pre visit to see if he would be stressed or not to be at there kennel and he was perfect they said. They stated if there was an aggressive dog staying there they would seperate them from ours to prevent any dog fights. We came to pick up our dog the following day as he was panting excessively as they put him in a kennel. The girl did say that Boomer the boxer did in fact has bit other dogs and rough housed as they have had incidents in the past. So they never took any precaution to protect our dog. Our dog was stressed because of the way the staff handled the situation. They never called us so we could pick him up which is even stated that it is protocal. So she charged us for the full night and 2 full days when we would have picked him up the same day we dropped him off. They were over booked with dogs and did not prevent the situation that occured. Our dog was limping in pain and had 3 bite marks to puncturing his skin. He did need to go to the vet as he had a skin infection caused by the dog bite as well as medicine to stop the swelling and pain. So our dog was in pain since he was attacked and stressed there after. I did drop off the vet bill as it stated they would pay for it 100%. That is not something I was happy to pay up front for and had to go out of my way to take care of my dog as it was not taken care of properly. We should not have to pay for services that were not followed. There was no prevention of the incident, no phone call so we could come pick up our dog to get him to the vet right away and our dog was stressed from being poorly cared for. If he got stressed because this was his first time then why was he ok for the test run and not panting excessively.I would like my refund as I should not have to pay for a service that did not follow there protocal and expectations that were given to us.

Initial Business Response /* (1000, 5, 2015/08/14) */

As I have already stated, and would like to once again reiterate, I am deeply sorry for your unhappiness with Muddy Paws and further, I am very sorry that Ella has been injured. I do want to clear up a few things though. I am extremely...

passionate about Muddy Paws and all of the dogs and owners that come through the doors. I have spent a life time caring for all types of animals and learning each and every day. I retained a Bachelor of Science Degree in Animal Science from Colorado State University because of this passion for animals. I was even lucky enough to study extensively with the famous animal behaviorist, Temple Grandin, during my final year of school to complete my Senior Thesis. That being said, I, in no way, would ever wish for any animal to be abused or neglected. I do have a very well trained staff that shares the same passion that I have for animals. At least one staff member (which it is usually 2-3) is present in the play room at all times. You may not see them on camera simply because our play area is very large and the camera only shows a portion of the play room. Also, because my webcams are wireless and run on the same router as our internet, the timing is rather slow which amounts to very segmented viewing as I am sure that you noticed. It also is very easy (due to the quality of my webcams and the fact that they are missing the sound) to misinterpret playful wrestling for aggression. You stated that you witnessed your dog being "aggressively attacked". When you called Muddy Paws that day you spoke to Anna and told her that your dog was being "humped" and you "didn't appreciate that". She instantly went to the back and removed the dog that was mounting Ella. I do not agree that this was an "aggressive attack" however I do understand that you were not happy with this. For some reason that day, this other dog (his name is Scout) was very drawn to Ella, and, unfortunately, this does happen. But also, whenever Scout was let out of time out, Ella also enjoyed playing with him and would join him right away. This tends to be a bit of a hard situation simply because the play would eventually end with him mounting her. This, I believe, is what you were witnessing on the webcams. Scout was not being aggressive at all just simply having some mounting issues at which he was given several timeouts throughout the day. I was present all day and spent several segments of the day in the play area. While I was present, there were no aggressive altercations involving Ella what so ever. I have also spoken to all of my employees that monitored the dogs that day and they also have confirmed that there were no aggressive altercations involving Ella. If any sort of altercation does ever happen we do report it to the owner at pick up or sooner, if needed. The way in which our liability agreement is written, it clearly states that you are aware that there is inherent risk of injury or illness when dogs comingle in a daycare setting and that you release Muddy Paws of any liability pertaining to injury or illness. It also states that you are responsible for any injury that your dog causes to another dog or staff member. (Please let me know if you would like a copy of this agreement for your records) Because there were no altercations involving Ella and another dog, I can not find any other owners liable for the injury. I just simply do not know how Ella was injured and I can assure you that she was being monitored the entire day. With this, even though the liability agreement has been signed by you, I have submitted the invoice from the veterinarian to my insurance. I will also need any other paperwork that was received from the vet visit with any doctor's notes to submit as well. I will keep you posted with any information or time lines that I receive from the insurance company. I will not be able to reimburse you for the day of daycare for Cinder and Ella. I do know that you were unhappy with Ella being mounted during her day but this is the sort of thing that can happen when you have a group of dogs in daycare. My staff in no way was neglectful or abusive to any dog and for this reason the daycare will not be reimbursed. You must have also seen on the webcams that they both played very hard all day long and had a very good time with the other dogs. I do hope that you understand that I am doing whatever I can to try to make this right.

Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Insurance company did reimburse me the vet bill.

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Address: 15120 W Freeway Dr NE, Forest Lake, Minnesota, United States, 55025

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