Sit Stay & Play Pet Resort

It has been brought to my attention that this customer was unhappy with the service they receivedWhile I respect every customer that trusts us with their pet I find this complaint to be without meritThis particular customer left her two dogs at Sit Stay & Play for a total of nightsThey
provided food for both dogs and instructions on how to feed them which most of our customers doWe followed their instructions, and once their food ran out we provided Professional dog food, which comes at no additional chargeWe always keep plenty of food on hand for customers who do not provide their own food or for this situation when dogs run outThe customer stated that the dogs lost pound each during a day stayHowever, there are pictures that will contradict that claimOur business takes constant pictures for social media as well pictures for parents upon their requestThis particular customer, who claims to be a veterinarian, send a personal friend who is also a veterinarian to check on her dogs while they were away for the holidaysWe allowed the friend to come visit the dogs and no complaints were made at that timeBut the most unbelievable part of this customer’s claim is that on January 2nd she came to pick up her dogs and at that time did not notice that two dogs lost pounds apieceNot only did this claim go unnoticed on January 2nd but it was not until days later that the complaint was originally madeFurthermore, the complaint of any physical injury was not made at the day of pick upIf either dog was unable to walk on a swollen leg or bleeding from a cut nail the customer would have notices immediately and not days afterThe staff fully understands the responsibility we undertake when caring for a customer’s petIt is not a responsibility we take lightly and it is our love for pets that drives what we doSo much so that the Hardin county animal shelter consistently uses our facility as over flow and save haven for animals waiting for their forever home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from this business is exactly what I experienced in person with them. Management continues to deny responsibility, lie, and blame the customer. I just wanted a chance to clear a few things up that they lied about in their response. First, I love the quote “claims to be a veterinarian”. I would invite the business, and anyone reading this, to google my name. You’ll find one my AAHA accredited clinic as one of the first hits. Or google my name along with [redacted] State University College of Veterinary Medicine and you’ll find my picture among others of my graduating class. My veterinary license says that this is not a ‘claim’. Let’s start at the top: the food. I did provide instructions as to what to feed my dogs, but these were written down wrong. I have to Great Danes, and on their food bin, the employee wrote “Feed 2 cups twice a day” for one dog, and “Feed 1.5 cups twice a day” for the other dog. In fact, my dogs eat FOUR cups twice a day. They have a measuring scoop in their food so I can easily see how an employee reading the note that the other employee wrote would accidentally feed 2 cups instead of 2 scoops, (which would be 4 cups). However, when I offered this up to management as a possibility they instantly denied it, saying their employees would NEVER feed a great dane the same amount as a lab. Yet my dog still lost 26 pounds. In the above comment, the story changes YET AGAIN. When I talked to management in person, we explained that our food hadn’t completely run out but there wouldn’t of been enough for any more meals. We provided enough food to last them a minimum of 21 days. They stayed 11. I STILL don’t know where my food went!!! They did admit to not feeding my canned food that I provided because it got ‘mixed up with someone else’s food’. They left that part out of their little story as well. Now on to the weight loss. I am very curious to see the pictures they claim they have. When I talked to management in person, there were no such pictures. In fact, they told me it would be impossible for their employees to notice if a dog lost weight because they have too many dogs there over Christmas holidays. When my husband asked why they wouldn’t notice that a dog’s ribs were showing, she claimed that because they see the dogs every day, they wouldn’t notice the change, but perhaps she could review videos of the dogs playing. No mention of pictures. (I still find it hard to believe that a business that ‘loves dogs’ wouldn’t notice one dog losing 26 pounds). I also find it hard to believe that pictures can prove my dog didn’t lose 26 pounds, when his medical records clearly state otherwise. But, when I mentioned this in person her response was “I don’t believe that”. I am happy to provide before and after photos of my dogs to anyone interested. Now on to the situation with the ‘friend’. This friend is NOT a veterinarian nor did she ever claim to be. She is a veterinary technician that works at my facility. In their happy story above they make it seem as though this person just stopped by to visit with my dogs. They are leaving out a huge part where they called me to tell me my dog had injured his leg so severely that ‘he couldn’t even put weight on it’. Anyone in the veterinary profession knows that a large dog, not putting weight on a back leg you suspect a cruciate tear. Since it was impossible to get a full story from management over the phone, I sent my vet tech to the kennel to watch him walking. Turns out he was limping but not nearly as severely as they claimed. I received a blurry cell phone video from the vet tech of his walk and management claims I should be able to tell from that video if he had lost weight, broke a nail, or injured his front leg. This vet tech NEVER even saw my other dog. She did comment to me that the first dog appeared skinny, however she hadn’t seen him in a month so wasn’t sure what he looked like when he went in to the kennel. She also mentioned to me that while there, the employees asked each other if “this was the [redacted] that broke a nail?” which was quickly denied. However, when I pick my dog up WITH a broken nail and point out this conversation to management, the manager told me “well we have more than one [redacted] here.” Frankly I don’t care how many dogs have the same name as my dog, a dog kennel should still be able to tell me when my dog severely injures himself. Now let’s get to the ‘most unbelievable part of the customer’s claim’ that I picked my dogs up on January 2nd and didn’t notice anything. In fact, when my dogs came into the lobby I said “Wow they are skinny” the employee said “yeah they had trouble eating at first” (a fact I was never told). I also said “Wow he’s limping bad on that front leg” and got the response “ yeah he was limping on his back leg but it got better.” Then I got a speech about how the employee had extra joint supplements and would I want those. Seeing that I was getting nowhere fast with this employee, I took my dogs home. As we walked outside I noticed blood spots in the lobby and on the pavement. In the car I glanced back and saw a broken nail. Upon getting home, I bathed my dogs and noted how severe the injuries were. Both were extremely skinny, one was covered in cuts on his face, the other had the swollen wrist, and a nail that was completely broken off and bleeding. At this point I became so concerned about how the dogs had been treated, that I CALLED the business THAT VERY AFTERNOON and asked to speak to management. Whoever I spoke to was clueless about all the injuries, had no excuse for the missing food, broken nail, weight loss, etc. She expressed concern over his swollen wrist and said she would call tomorrow to check on him (of course it never happened). After a week went by of x-rays, re-feeding my dogs, and nursing the fever that arose from an infection from the broken nail, I decided one more time to speak to management, this time face to face. I run my own vet clinic, and when a client is unhappy with my staff, I always appreciate when they meet with me face to face. This way I can apologize, and if necessary, correct whatever my staff is doing wrong. I thought I would treat this woman with the same respect. Immediately when we walked in the door she was very defensive. Before I could even talk she was defending herself on the back leg injury that I wasn’t even concerned about. When I brought up my real concerns she had an excuse for everything. So no, I did not wait ‘days’ before addressing my concerns with the facility. I raised my concerns in the lobby, on the phone that afternoon, and one last time a week later. Not that it mattered because my efforts left me MORE frustrated and disgusted with this facility. At the end of the conversation with the manager, I politely declined talking to another employee about my dogs and said I would simply not bring them back there. The manager continued her petty, immature defense and told me her and her staff had already decided my dogs would not be accepted back there anyway because they were too much trouble. I find it hard to believe that if they were THAT much trouble, something wouldn’t have been mentioned the first TWO times they stayed at this kennel, or when I picked them up (in fact those employees GUSHED over my dogs) or when I called, or at the beginning of the conversation with management. Apparently it is my fault as the owner that my dogs sustained so many injuries and my fault my dogs lost so much weight when I entrusted them with their care. I can’t say I am surprised by this facility’s response to my review and I am thankful it highlights how immature and petty they are.
Regards,
[redacted]