Snug Pet Resort

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 I am rejecting this response in regards to Snug Pet ResortHere are my reasons why: We had completed all of the 1:training and were told that since our trainer was not aware of what happened with the oldest dog attacking a small dog he was offering us one more 1:training session(The CEO said he would let our trainer know so the next time we came in for training he would know what to do in the training session) The trainer did not offer more than one.Our trainer wanted us to risk taking our dogs to the group training and we were told “that since our older dog is still aggressive toward small dogs it could be bad but we will seeAs well as the youngest is still scared of other dogs he may become anxious as well“We did not want to subject our dogs or “see” if our dogs would become aggressive and put them through group trainingThe contract states that there are no guarantees in regards to behavior modification i.e., anxiety or aggression, however it does not say that because of being at Snug Pet Resort they will become aggressiveAs I had stated in my first complaint our dogs have never been aggressive towards other dogs and have been raised with small dogs and children pulling at them with no problems at allOur dogs came out aggressive and the younger one was more anxious when we attended the 1:follow up trainings and he even had stress bowel movements and shake uncontrollably as noted by the trainerWe do not want credit for Snug Pet Resort since we were so unhappy with how our dogs were treated as stated in the previous complaint as well as this oneWith Snug Pet Resort being unorganized in the communication with the trainer and CEO since we did attend all of the 1:trainings which CEO was not awareAs well as our trainer not knowing anything about what happened with the older dog when the CEO said he was going to tell our trainerIn regards to the document with the guidelines, any person will sign that they are in excellent condition and say that everything is excellent because they want their dogs back and all they have seen is hour of the resultsThat is not enough time to examine themEspecially to see their behaviors outside of Snug Pet ResortWe had no idea that our oldest dog would attack a small dog being that he was raised with stzu or that the youngest dog would get stress bowel movements and shake uncontrollably when coming back to Snug Pet Resorthours is also not enough time to see if there is anything wrong with their healthWe we were just happy to get our dogs homeI told this to the CEO in our previous conversationIn regards to the videos I would like to see all the videos of the training as well as showing their entire stay, unedited, of all the days my dogs were thereThe dates would be their first day there as stated on the response from Snug Pet Resort 4/30/16-5/25/We are still seeking a full refund as we are very unhappy with this company and the results Regards, [redacted] ***

HelloMs [redacted] has spoken to one of the owners of the company and has agreed to continue training with him directlyLast communication with this client indicated that she would be removing this complaintPlease let us know if this status has changed.Respectfully, [redacted]

Good afternoon, So very sorry for the late response! I have become the general manager recentlyI spoke with ownership, we would like to offer this client a full refund for the services not usedPlease let me know where we go from here [redacted] General Manager Snug Pet Resort & Animal Hospital Sorrento Valley RdSan Diego, CA (P) 858- [redacted] (F) 858- [redacted]

To whom it may concern,This letter is in regards to clients of ours at Snug Pet Resort, [redacted] and [redacted] ***Theclients dropped their two dogs, [redacted] and Kirin, off on 4/30/for a day In KennelTrainingBoth dogs completed their In Kennel Training training on 5/25/16.Once the dogs had completed their training here at Snug they received follsessionsthat are one on one lessons with their trainerThe first lesson was performed on the day theywere released from our care to go homeTheir trainer [redacted] spent one hour showing theclients how to continue the methods of training that the dogs learned during their stay with us.The clients have follow up lessons to continue to learn and maintain training with their twodogsBoth clients have failed to come in and finish the remainder of their private sessions tocomplete their end of their training processThe trainer has also offered extra free lessons tomake sure the clients are where they need to be to ensure they get the most out of theirtrainingThey have not followed up with any extra lessonsIn addition to private lessons theclients also have group classes they can attendThey have not participated in any of thegroup classes they were offered.The contract the clients signed states that they need to follow up with the private lessonswith a Snug Trainer post Boot CampThis is to ensure that the clients know how to handle theirdog as well as they can and follow through with the commands that have been taught in orderfor the training to successfully carryover from the trainer to the client’s control.The contract the clients signed also states that there are no guarantees with behavioralmodifications regarding dogs’ unwanted behaviorsThese particular behaviors being separationanxiety and aggression.The contract the clients signed also states that Snug Pet Resort will not refund any portion ofmoney paidThe credit may be used towards the following: to receive training for thecontracted dog or substitute dogs at another available date, boarding services or products.The clients also receive guidelines to maintaining their dogs training after their one hoursession with their trainerThis document helps the clients maintain the training that their dogsreceived while they were here in our careAt the bottom of this document the clients initialedthat both of their dogs where in excellent condition and also initialed that their impression ofthe dogs overall training was also excellent.The trainer has videos of [redacted] and [redacted] progress while they were here at Snug Pet Resortwhile they were here for In Kennel TrainingThe trainer also has a video of both dogsperformance the day before they were sent home

Please see attached and let us know what the next step is.Thanks [redacted] July 8, 2015Dear Mr [redacted] I am responding to your complaint with the Revdex.com about ***’s last boarding stay with usLet me start out by saying how sorry we are that [redacted] was not feeling well when he came home and we apologize for anything we may have done to contribute to itThat being said, when you first called and spoke with our manager she immediately called me to discuss the situationWith some of the accusations that were being made I felt obligated to go review our surveillance camerasI am sure you can imagine that after being in business for over years we take being told that our employees our mishandling a dog or spraying chemical in their face, I was extremely alarmedUpon checking the videos, as well as speaking to our team members there is no evidence that I could fine to suggest that this happenedWhen you came to pick up [redacted] we had many dogs in our careHe was being kept in one of our dorms at the furthest ends of the building so I am not sure the dog you heard was himNear the entrance of or parking lot of the building we have big dog daycare, the grooming department as well as small dog daycare Ownership, managers and our whole team is in this industry because we love dogsI can’t imagine anyone mistreating an animal in our care as this is just not what is in our heartsEven if we had a team member that was mistreating a pet there are so many other staff members around at all times that it is unlikely it would even occurAll that being said we can obviously something went wrong We have discussed at great length what it could have beenAnything from the shampoo he was bathed in, to the perfume we use as they exit the building Possibly that the chemical we disinfect with was not totally cleaned out of the run or yard we housed him inYou mention in your letter that VSH agreed he was sprayed with chemicalIt is my opinion that if he was actually purposely sprayed with the chemical we use it would have been far worseThe chemical we use comes from a state of the art cleaning system, directly out of the wall from a type of vacuum hoseIt would be impossible to spray a dog with this unitOne of the great things about our facility is that we offer our hour health guarantee as you knowUnfortunately during this particular time we were in the process of hiring another veterinarian and you were not able to come and see usI am again sorry for this terrible inconvenience as I would have much rather had our team be able to care for ***I know you used us for training [redacted] and have boarded him once before with no issueI feel terrible that we have lost your trust and that he will not be returningWe enjoyed training him and being responsible for his care and I would ask that you give us a second chance to show you that we absolutely do not mistreat dogs and that [redacted] is a welcome member of our familyIf choose not to do so we would be more than happy to give you your incurred vet bill upon signing a document stating we have resolved the issuePlease let me know if you have any further questions.Respectfully, [redacted] Co-Owner Snug Pet Resort & Animal Hospital Absolute KTraining Inc

HelloMs. [redacted] has spoken to one of the owners of the company and has agreed to continue training with him directly. Last communication with this client indicated that she would be removing this complaint. Please let us know if this status has changed.Respectfully,[redacted]

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.
I am rejecting this response in regards to Snug Pet Resort. Here are my reasons why: We had completed all 4 of the 1:1 training and were told that since our trainer was not aware of what happened with the oldest dog attacking a small dog he was offering us one more 1:1 training session. (The CEO said he would let our trainer know so the next time we came in for training he would know what to do in the training session) The trainer did not offer more than one.Our trainer wanted us to risk taking our dogs to the group training and we were told “that since our older dog is still aggressive toward small dogs it could be bad but we will see. As well as the youngest is still scared of other dogs he may become anxious as well. “We did not want to subject our dogs or “see” if our dogs would become aggressive and put them through group training. The contract states that there are no guarantees in regards to behavior modification i.e., anxiety or aggression, however it does not say that because of being at Snug Pet Resort they will become aggressive. As I had stated in my first complaint our dogs have never been aggressive towards other dogs and have been raised with small dogs and children pulling at them with no problems at all. Our dogs came out aggressive and the younger one was more anxious when we attended the 1:1 follow up trainings and he even had stress bowel movements and shake uncontrollably as noted by the trainer. We do not want credit for Snug Pet Resort since we were so unhappy with how our dogs were treated as stated in the previous complaint as well as this one. With Snug Pet Resort being unorganized in the communication with the trainer and CEO since we did attend all of the 1:1 trainings which CEO was not aware. As well as our trainer not knowing anything about what happened with the older dog when the CEO said he was going to tell our trainer. In regards to the document with the guidelines, any person will sign that they are in excellent condition and say that everything is excellent because they want their dogs back and all they have seen is 1 hour of the results. That is not enough time to examine them. Especially to see their behaviors outside of Snug Pet Resort. We had no idea that our oldest dog would attack a small dog being that he was raised with stzu or that the youngest dog would get stress bowel movements and shake uncontrollably when coming back to Snug Pet Resort. 24 hours is also not enough time to see if there is anything wrong with their health. We we were just happy to get our dogs home. I told this to the CEO in our previous conversation. In regards to the videos I would like to see all the videos of the training as well as showing their entire stay, unedited, of all the days my dogs were there. The dates would be their first day there as stated on the response from Snug Pet Resort 4/30/16-5/25/16. We are still seeking a full refund as we are very unhappy with this company and the results.
Regards,
[redacted]

To whom it may concern,This letter is in regards to clients of ours at Snug Pet Resort, [redacted] and [redacted]. Theclients dropped their two dogs, [redacted] and Kirin, off on 4/30/16 for a 21 day In KennelTraining. Both dogs completed their In Kennel Training training on 5/25/16.Once the dogs...

had completed their training here at Snug they received 4 follow-up sessionsthat are one on one lessons with their trainer. The first lesson was performed on the day theywere released from our care to go home. Their trainer [redacted] spent one hour showing theclients how to continue the methods of training that the dogs learned during their stay with us.The clients have 3 follow up lessons to continue to learn and maintain training with their twodogs. Both clients have failed to come in and finish the remainder of their private sessions tocomplete their end of their training process. The trainer has also offered extra free lessons tomake sure the clients are where they need to be to ensure they get the most out of theirtraining. They have not followed up with any extra lessons. In addition to private lessons theclients also have 15 group classes they can attend. They have not participated in any of thegroup classes they were offered.The contract the clients signed states that they need to follow up with the 4 private lessonswith a Snug Trainer post Boot Camp. This is to ensure that the clients know how to handle theirdog as well as they can and follow through with the commands that have been taught in orderfor the training to successfully carryover from the trainer to the client’s control.The contract the clients signed also states that there are no guarantees with behavioralmodifications regarding dogs’ unwanted behaviors. These particular behaviors being separationanxiety and aggression.The contract the clients signed also states that Snug Pet Resort will not refund any portion ofmoney paid. The credit may be used towards the following: to receive training for thecontracted dog or substitute dogs at another available date, boarding services or products.The clients also receive guidelines to maintaining their dogs training after their one hoursession with their trainer. This document helps the clients maintain the training that their dogsreceived while they were here in our care. At the bottom of this document the clients initialedthat both of their dogs where in excellent condition and also initialed that their impression ofthe dogs overall training was also excellent.The trainer has videos of [redacted] and [redacted] progress while they were here at Snug Pet Resortwhile they were here for In Kennel Training. The trainer also has a video of both dogsperformance the day before they were sent home.

Please see attached and let us know what the next step is.Thanks[redacted]July 8, 2015Dear Mr. [redacted]I am responding to your complaint with the Revdex.com about [redacted]’s
last boarding stay with us. Let me start out by saying how sorry we are that
[redacted] was not feeling well when he came home and we...

apologize for anything we
may have done to contribute to it. That being said, when you first called and
spoke with our manager she immediately called me to discuss the situation. With
some of the accusations that were being made I felt obligated to go review our
surveillance cameras. I am sure you can imagine that after being in business
for over 20 years we take being told that our employees our mishandling a dog
or spraying chemical in their face, I was extremely alarmed. Upon checking the
videos, as well as speaking to our team members there is no evidence that I
could fine to suggest that this happened. When you came to pick up [redacted] we had
many dogs in our care. He was being kept in one of our dorms at the furthest
ends of the building so I am not sure the dog you heard was him. Near the
entrance of or parking lot of the building we have big dog daycare, the
grooming department as well as small dog daycare.  Ownership, managers and our whole team is in
this industry because we love dogs. I can’t imagine anyone mistreating an
animal in our care as this is just not what is in our hearts. Even if we had a
team member that was mistreating a pet there are so many other staff members
around at all times that it is unlikely it would even occur. All that being said we can obviously something went wrong.
We have discussed at great length what it could have been. Anything from the
shampoo he was bathed in, to the perfume we use as they exit the building.
Possibly that the chemical we disinfect with was not totally cleaned out of the
run or yard we housed him in. You mention in your letter that VSH agreed he was
sprayed with chemical. It is my opinion that if he was actually purposely
sprayed with the chemical we use it would have been far worse. The chemical we
use comes from a state of the art cleaning system, directly out of the wall
from a type of vacuum hose. It would be impossible to spray a dog with this
unit. One of the great things about our facility is that we offer our 24 hour
health guarantee as you know. Unfortunately during this particular time we were
in the process of hiring another veterinarian and you were not able to come and
see us. I am again sorry for this terrible inconvenience as I would have much
rather had our team be able to care for [redacted]. I know you used us for training [redacted]
and have boarded him once before with no issue. I feel terrible that we have
lost your trust and that he will not be returning. We enjoyed training him and
being responsible for his care and I would ask that you give us a second chance
to show you that we absolutely do not mistreat dogs and that [redacted] is a welcome
member of our family. If choose not to do so we would be more than happy to
give you your incurred vet bill upon signing a document stating we have
resolved the issue. Please let me know if you have any further questions.Respectfully,[redacted] Co-Owner Snug Pet Resort & Animal Hospital Absolute K9 Training Inc