Northwind Pet Care Center

At this point it seems that no matter what I have said or will say it will be taken out of contextI am not sure how else to say that we are sorry about this incidentI responded to you the same day that you called to put in your complaintI informed you that I understood why you were upset and that I wished I had more definite answers, but I could only tell you what I saw on our surveillance systemI told you I could put a credit on your account but I was not authorized to do a refundYou were told if you wanted a refund that it would need to go through the ownerYou said you would think about things and you did not want to cancel your future reservations at that pointI advised you I would get back to you once I was able to talk to all the employees involved in the care of your dogsI was not able to talk to all the employees before I was out of town for a few daysI was back to work on Monday and was able to talk to the last employee that dayI planned on calling after we closed that day, due to the fact we are so busy during our business hoursBut you called before we closedI did not tell you that I was not going to call you back because you were emotional, but I did tell you that I was aware of the email you had sentI was made aware of the email on Monday once I got back to workI thought it would be better to speak to you on the phone rather than emailingDuring the second phone conversation, all you did was verbally attack me and bombard me with questions, I was barely able to say anythingJust so you are aware Ms***, the owner, has been informed and involved in this entire processYou are more than welcome to come view our surveillance system if you would likeI do not understand why you had to take your dogs to the vet and spend $We have them on our surveillance system acting perfectly fine before going home and during their stay.Desired Settlement: I have gotten authorization to refund all your money, please contact our office at your convenience to get this taken care ofOnce again, I am very sorry that you feel that your pets were not taken care of properlyWe have taken your complaint seriously and have changed our policies regarding feeding

I am very sorry you feel your dogs were not fed properlyI honestly do not know why you were sent home with too much foodUnfortunately for us we have no way to prove how much food you broughtWe did not measure out the bags of food to see how much should have been usedEach employee that I talked to could tell me their feeding amount without looking at the paperworkWe can see on our surveillance system the employees going in their kennel with bowls at AM feeding and PM feeding each dayYou were told that the area where the food is kept and prepared did not have a camera, which is why I could not say with absolute certainty what type of food was in the bowlsThe employees are taught to follow the instructions on the paperworkBecause the food is kept in a separate room in this boarding area the employees must write a list of all their feedings and then go prepare the foodWe can see on the cameras each employee doing thisThe other feeding incident you are referring to your dogs were fed, but the portion of wet mixture was not fed in the correct amount by one employeeShe was the one employee that could not say what their feeding instructions were without looking at the paperworkShe then admitted to not feeding them correctlyWe have taken your complaint seriously and have chosen to change our policy about parents bringing their own foodParents will now be required to individually bag each feedingThis way there can be no question as to the measurement that needs to be fed each time and we can document the exact amount brought to usManagement will also be able to verify the feeding this wayOur employees know that if they are heard saying “shut up” to the animals they will be terminated, it is clearly written in our policy and procedures and is enforcedThey are taught to use “knock it off” and “quiet”They are taught to use treats, chewies, frozen peanut butter cow hooves, puzzle toys, bones, activities, essentially anything we can to make the dogs quiet and happyIt can be very stressful on all the boarding pets as well as our employees and neighbors if they are constantly barkingThere are studies that talk about the adverse effects on the dogs as well as the humans while in a noisy environmentWe want ALL of our pets to have a good stay with usI am sorry if you feel that I was defensive and did not handle the situation the way you would have likedTo say you were very emotional is an understatementI am not trivializing the way you should have felt about this situation but a calm conversation can typically work out better for both parties rather than screaming at the person or bombarding them with question after question trying to get the answer that you want to hear

Complaint: [redacted] I am rejecting this response because:This company is now saying they cannot prove what food I brought to them and what food I brought homeThey are also telling me that I did not hear the dogs being yelled at to stop barking There is even another FB review of a previous customer hearing the same thingI guess the customers are a lying and making up things? I would not have contacted the Revdex.com had they simply gave a genuine apology I am deeply concerned about a facility that refuses to accept responsibility for messing up It happens, we are human, people mess up, but they refuse to admit it I was upset and emotional because when I called the facility to initially address the problem the manager, Jodi, immediately went on the defense and told me she didn't call me back to follow up because I was emotionalFor a facility that mishandled the treatment of living creatures they should have called apologizing sincerely and fully understood why I was extremely emotional After picking my dogs up here I had to go see the vet and spend $to find out what was wrong with my dogsAll apologies have been forced, they have not been sincere Further, she was willing to issue me a credit, but not a refundI will not board my dogs here ever again so I commented on the phone that I would use my credit on toys that the facility sells and she led me to believe that was not allowed Where is it stated in policy how I am allowed and not allowed to use a credit if they will not issue me a refund? Also, I want confirmation that the owner of the facility, not just the manager, are aware of this problem The owner should know what is going on and I am concerned that she/he has not been fully informed Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:This company is now saying they cannot prove what food I brought to them and what food I brought homeThey are also telling me that I did not hear the dogs being yelled at to stop barking There is even another FB review of a previous customer hearing the same thingI guess the customers are a lying and making up things? I would not have contacted the Revdex.com had they simply gave a genuine apology I am deeply concerned about a facility that refuses to accept responsibility for messing up It happens, we are human, people mess up, but they refuse to admit it I was upset and emotional because when I called the facility to initially address the problem the manager, Jodi, immediately went on the defense and told me she didn't call me back to follow up because I was emotionalFor a facility that mishandled the treatment of living creatures they should have called apologizing sincerely and fully understood why I was extremely emotional After picking my dogs up here I had to go see the vet and spend $to find out what was wrong with my dogsAll apologies have been forced, they have not been sincere Further, she was willing to issue me a credit, but not a refundI will not board my dogs here ever again so I commented on the phone that I would use my credit on toys that the facility sells and she led me to believe that was not allowed Where is it stated in policy how I am allowed and not allowed to use a credit if they will not issue me a refund? Also, I want confirmation that the owner of the facility, not just the manager, are aware of this problem The owner should know what is going on and I am concerned that she/he has not been fully informed.
Sincerely,
*** ***

I am very sorry you feel your dogs were not fed properlyI honestly do not know why you were sent home with too much foodUnfortunately for us we have no way to prove how much food you broughtWe did not measure out the bags of food to see how much should have been usedEach employee that I
talked to could tell me their feeding amount without looking at the paperworkWe can see on our surveillance system the employees going in their kennel with bowls at AM feeding and PM feeding each dayYou were told that the area where the food is kept and prepared did not have a camera, which is why I could not say with absolute certainty what type of food was in the bowlsThe employees are taught to follow the instructions on the paperworkBecause the food is kept in a separate room in this boarding area the employees must write a list of all their feedings and then go prepare the foodWe can see on the cameras each employee doing thisThe other feeding incident you are referring to your dogs were fed, but the portion of wet mixture was not fed in the correct amount by one employeeShe was the one employee that could not say what their feeding instructions were without looking at the paperworkShe then admitted to not feeding them correctlyWe have taken your complaint seriously and have chosen to change our policy about parents bringing their own foodParents will now be required to individually bag each feedingThis way there can be no question as to the measurement that needs to be fed each time and we can document the exact amount brought to usManagement will also be able to verify the feeding this wayOur employees know that if they are heard saying “shut up” to the animals they will be terminated, it is clearly written in our policy and procedures and is enforcedThey are taught to use “knock it off” and “quiet”They are taught to use treats, chewies, frozen peanut butter cow hooves, puzzle toys, bones, activities, essentially anything we can to make the dogs quiet and happyIt can be very stressful on all the boarding pets as well as our employees and neighbors if they are constantly barkingThere are studies that talk about the adverse effects on the dogs as well as the humans while in a noisy environmentWe want ALL of our pets to have a good stay with usI am sorry if you feel that I was defensive and did not handle the situation the way you would have likedTo say you were very emotional is an understatementI am not trivializing the way you should have felt about this situation but a calm conversation can typically work out better for both parties rather than screaming at the person or bombarding them with question after question trying to get the answer that you want to hear

At this point it seems that no matter what I have said or will say it will be taken out of contextI am not sure how else to say that we are sorry about this incidentI responded to you the same day that you called to put in your complaintI informed you that I understood why you were upset and that I wished I had more definite answers, but I could only tell you what I saw on our surveillance systemI told you I could put a credit on your account but I was not authorized to do a refundYou were told if you wanted a refund that it would need to go through the ownerYou said you would think about things and you did not want to cancel your future reservations at that pointI advised you I would get back to you once I was able to talk to all the employees involved in the care of your dogs. I was not able to talk to all the employees before I was out of town for a few daysI was back to work on Monday and was able to talk to the last employee that dayI planned on calling after we closed that day, due to the fact we are so busy during our business hoursBut you called before we closedI did not tell you that I was not going to call you back because you were emotional, but I did tell you that I was aware of the email you had sentI was made aware of the email on Monday once I got back to workI thought it would be better to speak to you on the phone rather than emailingDuring the second phone conversation, all you did was verbally attack me and bombard me with questions, I was barely able to say anythingJust so you are aware Ms***, the owner, has been informed and involved in this entire processYou are more than welcome to come view our surveillance system if you would likeI do not understand why you had to take your dogs to the vet and spend $We have them on our surveillance system acting perfectly fine before going home and during their stay.Desired Settlement: I have gotten authorization to refund all your money, please contact our office at your convenience to get this taken care ofOnce again, I am very sorry that you feel that your pets were not taken care of properlyWe have taken your complaint seriously and have changed our policies regarding feeding

Complaint: [redacted]
I am rejecting this response because:This company is now saying they cannot prove what food I brought to them and what food I brought home. They are also telling me that I did not hear the dogs being yelled at to stop barking.  There is even another FB review of a previous customer hearing the same thing. I guess the customers are a lying and making up things? I would not have contacted the Revdex.com had they simply gave a genuine apology.   I am deeply concerned about a facility that refuses to accept responsibility for messing up.  It happens, we are human, people mess up, but they refuse to admit it.  I was upset and emotional because when I called the facility to initially address the problem the manager, Jodi, immediately went on the defense and told me she didn't call me back to follow up because I was emotional. For a facility that mishandled the treatment of living creatures they should have called apologizing sincerely and fully understood why I was extremely emotional.  After picking my dogs up here I had to go see the vet and spend $800 to find out what was wrong with my dogs. All apologies have been forced, they have not been sincere.  Further, she was willing to issue me a credit, but not a refund. I will not board my dogs here ever again so I commented on the phone that I would use my credit on toys that the facility sells and she led me to believe that was not allowed.  Where is it stated in policy how I am allowed and not allowed to use a credit if they will not issue me a refund? Also, I want confirmation that the owner of the facility, not just the manager, are aware of this problem.  The owner should know what is going on and I am concerned that she/he has not been fully informed. 
Sincerely,
[redacted]

I am very sorry you feel your dogs were not fed properly. I honestly do not know why you were sent home with too much food. Unfortunately for us we have no way to prove how much food you brought. We did not measure out the 3 bags of food to see how much should have been used. Each employee that I...

talked to could tell me their feeding amount without looking at the paperwork. We can see on our surveillance system the employees going in their kennel with bowls at AM feeding and PM feeding each day. You were told that the area where the food is kept and prepared did not have a camera, which is why I could not say with absolute certainty what type of food was in the bowls. The employees are taught to follow the instructions on the paperwork. Because the food is kept in a separate room in this boarding area the employees must write a list of all their feedings and then go prepare the food. We can see on the cameras each employee doing this. The other feeding incident you are referring to your dogs were fed, but the portion of wet mixture was not fed in the correct amount by one employee. She was the one employee that could not say what their feeding instructions were without looking at the paperwork. She then admitted to not feeding them correctly. We have taken your complaint seriously and have chosen to change our policy about parents bringing their own food. Parents will now be required to individually bag each feeding. This way there can be no question as to the measurement that needs to be fed each time and we can document the exact amount brought to us. Management will also be able to verify the feeding this way. Our employees know that if they are heard saying “shut up” to the animals they will be terminated, it is clearly written in our policy and procedures and is enforced. They are taught to use “knock it off” and “quiet”. They are taught to use treats, chewies, frozen peanut butter cow hooves, puzzle toys, bones, activities, essentially anything we can to make the dogs quiet and happy. It can be very stressful on all the boarding pets as well as our employees and neighbors if they are constantly barking. There are studies that talk about the adverse effects on the dogs as well as the humans while in a noisy environment. We want ALL of our pets to have a good stay with us. I am sorry if you feel that I was defensive and did not handle the situation the way you would have liked. To say you were very emotional is an understatement. I am not trivializing the way you should have felt about this situation but a calm conversation can typically work out better for both parties rather than screaming at the person or bombarding them with question after question trying to get the answer that you want to hear.

At this point it seems that no matter what I have said or will say it will be taken out of context. I am not sure how else to say that we are sorry about this incident. I responded to you the same day that you called to put in your complaint. I informed you that I understood why you were upset and that I wished I had more definite answers, but I could only tell you what I saw on our surveillance system. I told you I could put a credit on your account but I was not authorized to do a refund. You were told if you wanted a refund that it would need to go through the owner. You said you would think about things and you did not want to cancel your future reservations at that point. I advised you I would get back to you once I was able to talk to all the employees involved in the care of your dogs. I was not able to talk to all the employees before I was out of town for a few days. I was back to work on Monday and was able to talk to the last employee that day. I planned on calling after we closed that day, due to the fact we are so busy during our business hours. But you called before we closed. I did not tell you that I was not going to call you back because you were emotional, but I did tell you that I was aware of the email you had sent. I was made aware of the email on Monday once I got back to work. I thought it would be better to speak to you on the phone rather than emailing. During the second phone conversation, all you did was verbally attack me and bombard me with questions, I was barely able to say anything. Just so you are aware Ms. [redacted], the owner, has been informed and involved in this entire process. You are more than welcome to come view our surveillance system if you would like. I do not understand why you had to take your dogs to the vet and spend $800. We have them on our surveillance system acting perfectly fine before going home and during their stay.Desired Settlement:  I have gotten authorization to refund all your money, please contact our office at your convenience to get this taken care of. Once again, I am very sorry that you feel that your pets were not taken care of properly. We have taken your complaint seriously and have changed our policies regarding feeding.