Roaring Brook Pet Lodge & Grooming Center

Complaint: [redacted] I am rejecting this response because:when we check in we clearly told the staff she has allergy to corn and they fail to tell us to bring her own food if the policy of bring their own food was must be doneThe staff failed to do thatIt's common sense that if you have allergy to something you don't give that to that person or pets.secondly, my dog had collar on her neck, it said she has no allergy, this was big error from kennel because whoever feeding her may saw this and give her any food thirdly, her symptoms started before we pick her up and no one notify usas far as veterinary opinion is concern, we took her to vet ER and I talk to er vets there,said the differential DX Including collitis from allergy, infection, stress can cause diarrhea but not persistent bloody diarrhea for few days Sincerely, [redacted] **

The clients claims that we failed to inform them to bring their own food are directly disputed by the fact that the documentation they completed and brought in for chewas attached to the instructions to bring their own food. They opened the instructions to bring their own food, read those instructions to bring their own food, and then downloaded the documents to complete and bring to usThere is simply no way to complete our registration paperwork without getting these instructions, as every new client does. The client knew exactly what brand and type of food we feed here, asked us to feed that food, and is now asking us to apologize for doing exactly what he told us to do On another note, the client states that a veterinarian he spoke with suggested that stress could not be the cause of bloody stool. This is patently false. Stress colitis is one of the leading causes of loose stool in dogs, and often includes blood and or mucus It can occur when a dog is overly stressed, such as being away from home in an unfamiliar place like a kennel. It typically resolves within a few days of being back in a familiar environment, which is exactly what happened in this caseFinally, if multiple veterinarians disagree about the possible cause of this pet’s bloody loose stool, it is irresponsible to state outright that the cause is dietary when it is just as likely related to stress from a first kennel stay

We are sincerely saddened when any guest has a health concern, but please consider the following:  On 8/17/2017, three days prior to arrival, this client received the following instructions via email:   “We can feed your pet your food or ours at no extra charge. We proudly provide...

[redacted] products for dogs and cats.  If you have a finicky eater OR a pet with any food allergies, make sure you bring food from home, and that you have measured out enough for the entire trip”  We know for certain that these instructions were received because the client printed out the documents attached to these instructions and brought them to give to us at check-in.  So knowing exactly what brand of food we feed our boarding guests, the client arrived with no food and told us to feed ours.  We trust that owners know their pets better than we do, and the owner in this case was clearly not concerned with the food allergy since he knew what food we used and told us to feed that food anyway.   On another, perhaps more important note, the two veterinarians we have approached to try and understand and prevent similar situations report that food allergies typically present with irritated skin, not bloody loose stool.  They further suggest that when it comes to loose, bloody stool the more likely cause is stress related colitis resulting from the pets first time in a kennel.

Complaint: [redacted]
I am rejecting this response because:when we check in we clearly told the staff she has allergy to corn and they fail to tell us to bring  her own food if the policy of bring their own food was must be done. The staff failed to do that. It's common sense that if you have allergy to something you don't give that to that person or pets.secondly, my dog had collar on her neck, it said she has no allergy, this was big error  from kennel because whoever feeding her may saw this and give her any food thirdly, her symptoms started before we pick her up and no one notify usas far as veterinary opinion is concern, we took her to vet ER and I talk to 2 er vets there,said the differential DX Including  collitis from allergy, infection, stress can cause diarrhea but not persistent  bloody diarrhea for few days 
Sincerely,
[redacted]