RI Animal Medical Center - Four Paws Pet Resort

Screenshot of notes taken during actual stayGuest was provided all medications, owner was informed of situation, guest was discharged without incident or injury We stand by our original statement that this is an older animal that at the time prefered human interaction to animal group playThis is not an uncommon issueR/RIAMC

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The business can say what they want, but they still did not address the facts I brought up in the complaintIt is inappropriate of them to suggest I "could not accept the behavior" of my dog, when I was questioning the fact that they switched services TWICE without informing me, and neither time called to give me a chance to pick up the dog they could not manage. First of all I spoke ONLY with the manager on duty the day I picked up my dogs, There has been no occasion for them to "repeatedly answer" my questionsNo one else, not the Kennel Manager or General Manager, has spoken to me, nor answered my phone callsor certified letters, despite what they say now.Most respectable customer service policies include asking for the supervisor or manager of the person who is not answering your questionsIt seems to me the manager on duty reported whatever she did to make her own failure to answer questions about questionable care disappearI called them later to ask to speak to the general manager and told them I had questions which were not answered by the manager on dutyI was forwarded to her voice mail and left a messageThe call was never returned.My points are : 1) I was NOT informed that they had any problems with my dog, and to the contrary to what they are now saying, I was given a hand written "report card" each time they switched from the service I requested, (July and again in August) which said that there were no problems with my dog, and those reports DID NOT recommend he should be in any other service except group play as I requestedI asked the manager on duty why I was not called and given the option to pick up my dogShe had no answer.2) No one called me for my permission when they first switched the service(July) OR on the second stay (August) to give me the option of picking up my dog(Even a car mechanic has to do that before they do unauthorized work on your car)I asked the manager on duty if it was staff or a vet's decision to remove my dog from group playShe said simply: I do not even know who was on duty." And she made no effort to find out.Early signs that no one was going to be accountable.3) My dog is kenneled there because they are a hospital-attached boarding placeHis safety and health are my primary concernHis separation anxiety is controlled with daily meds which I providedHis own vet thinks being with other dogs in group play helps him to be more calm.It is now possible for me to believe that either they neglected to give him his meds, or never bothered to inquire or check with me why he was on them in the first placeSeparating him from other dogs was exactly what should not have happenedYet they couch their response to you as if they did everything they could to keep him safe.They may consider "the matter closed", but animals cannot speak for themselvesMy client complaints have not been addressed, and I believe they only finally responded to the Revdex.com not because they wanted to, but that they figured out it might effect their Revdex.com report
Regards,
*** ***

Ms*** *** has been answered repeatedly by the Kennel Manager, the Manger on duty and the General MangerHer pet, a dog Named Bojangles is a year old terrierDuring his boarding stay in Late August of this year, he was originally requested by the owner for group play with
other like sized dogsIt was quickly discovered and without incident that Bojangles due to his advanced age and disposition no longer enjoyed group playTo avoid injury and possible fighting he was moved to individual play with a stafff member, were he was far happier and saferThe client was informed of the issue, but would not accept the fact Bojangles at his age can become aggressiveThe individual play rate was also cheaper than the group affording her a reduced rateBojangles was discharged after a three day stay without incident or injuryWe consider that matter closedR/RIAMC

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***They do not address my complaints that:1) They changed my requested service for my dog's July stay as well, and never told meHis written report said he did well and was welcome back for group play 2) When I arranged for Group Play for the August stay no one checked the file or informed me that he had to be booked in Stay and Play, based on the July stay.This screen shot of the dog's August stay says I was informed, but not until I picked him up.They do not address the complaint that I was not called to give my permission to change services from what I requestedTelling me when I pick him up after days does not give me the option to pick up my dog when he was unhappy with his surroundingsI should have been called, told of the situation ,and given an option to remove him.For BOTH stays a handwritten report I was given contradicts this computer reecord, and indicates no problems, that he "loved" group play; neither reports say he could not tolerate group play, but that he should come back and enjoy it againI continue to believe they were negligent, and now try to ignore the July stay, and rely on a brief computer report written by the manager on duty at the time in AugustI do not consider this to be honest, transparent, or customer service What professional provides different reports on he same occasions and expects to have their credibility not questioned? They incorrectly claimed in their first report that their general manager and kennel manager spoke to me "repeatedly" and I which never happenedI'd like to see the dated records of those contacts and conversationsThey could not produce any. They ignore my claims and want you/others to believe that I was unable to accept that my dog is agingThey are sidestepping a response
Regards,
*** ***

Screenshot of notes taken during actual stay. Guest was provided all medications, owner was informed of situation, guest was discharged without incident or injury.  We stand by our original statement that this is an older animal that at the time prefered human interaction to animal group play. This is not an uncommon issue. R/RIAMC.