R & R Pet Resort

Review: I took 2 cats for boarding. One cat was returned to me injured. They deny any knowledge. Having paid $270.00 to board my cats, I know have an additional $181.00 Vet bill. R and R will not assume any responsibility.Desired Settlement: Refund of full boarding expense $270.00 plus the additional Vet fees of $181.00.

Business

Response:

Initial Business Response /* (1000, 8, 2014/10/18) */

The customer picked up her two cats and apparently when she got home she noticed one of the cats was limping. She called the pet resort and insisted that something must have happened to cause the limping. After checking our trouble sheets which we keep daily for each animal and talking with the staff that cared for her cats during their stay, I couldn't find any issues with either one of the cats while they stayed with us. I let the customer know what my findings were. She insisted that something had to have happened. Because of the design of our cat accommodations, there isn't really any risk of injury. I explained that we do have cat climbing trees in the play room, and maybe her cat jumped down and pulled a muscle, but as far as I knew that would be all that I could think that could have happened. During the entire stay we never witnessed the cat limping. She was not satisfied with that information. Because this was the truth, there was nothing else I could tell her.

I checked back with her the next day to see what the vet had found wrong with her cat. She told me that the vet couldn't find anything. She insinuated that she wanted me to pay her vet bill. I told her that if I felt that we were responsible in some way for her cat limping that I would be happy to take responsibility. For all I knew, since the cat was not limping when he was at the pet resort, he could have gotten injured being transported or maybe he hurt himself right when he got home. It is our normal policy and practice to always contact the animals owner if we notice so much as a broken toenail. We would absolutely have called her if we noticed anything wrong at all. I'm not sure why she feels that she shouldn't have to pay for her boarding bill. We took very good care of her cats the whole time she was gone. Since her vet even told her that he couldn't find anything wrong, I'm guessing that her cat just pulled a muscle which isn't anyone's fault. I do have a liability waiver which was signed by her. If she was going to take her cat to the vet and expected the pet resort to pay for it, all parties would have needed to agree to that prior to the vet visit.

Initial Consumer Rebuttal /* (3000, 10, 2014/10/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)

For the kennel to say my cat was injured while taking him home is unbelievable! They put him in his carrier, I drove home, opened it up and he limped out!!

Having spoken to someone at the kennel immediately upon discovering he was injured, she said she would have the owner call me. About 2 hours later [redacted] called and said it was impossible as he was never out of the cage they kept him in. I had left instructions when I dropped him off for time in the jungle room. She has NO IDEA if he was or was not in the jungle room. She was quite nasty and had many excuses, but none are acceptable to me for her failure to know what when on anytime during the boarding.

Just because the Vet found nothing broken, does not mean that he was not injured. The Vet said that he was in pain and gave me medication.

There were other problems as to the condition of both of my cat carriers and again, [redacted] had no explanation, nor did she care.

I am entitled to recover the Vet bill in the amount of $181.00 and am also considering stopping payment for the kennel bill.