The Woof Room

I am rejecting this response because:We are not satisfied with the response While I agree Kayli was very friendly and apologetic, other staff there was not and were very snippy over the fact I was even bringing this up I also got no response on why three days went by with no one calling me back when I left messages each day Also I was told there are managers, and they were forwarded the pictures of the injuries and none of them replied to me I can’t imagine all three managers were gone on vacation at the same time I also asked for my information to be provided to the owner and got no response either The statement that the manager communicated with me many times is absolutely falseOnly time we get information back was to go in person and finally file this claim, amazing how fast we get a response when communication is via Revdex.com not phone calls or email We would like to be given a copy of the videos for the time our dog was there so we can verify the tapes ourselves, since the business is claiming they have no evidence As the Revdex.com history shows, this isn’t the first time a complaint has been filed on this place for not catching injuries sustained while staying there, and having a rude response when discussing it in personOur dog does not come in contact with any other animals, he was being cared for by my parents while we were away on business, the only reason he had to be dropped off was due to a family emergencyWe have pictures of his wounds, yet the video not being released is not addressed by this business

Initial Business Response / [redacted] (1000, 8, 2016/02/08) */ Hello, First, we apologized for her frustrationOne of the owners of The Woof Room, already emailed with her a bit about what happened in with a minor injury with her pupShe explained, with large groups of dogs playing we only know a dog is injury if there is some indication (dog yelps, a dog clearly is nipped, etc) if dogs are just playing and at no point indicate they have been injured our staff are not usually aware anything has happened The same owner emailed clients that hadn't visited us for awhile offering a free day of daycare to give them another opportunity to visit usMrs[redacted] emailed the owner indicating she wanted to use it for a hotel stay, the owner made sure to clarify that Mrs [redacted] could use it if the stay extended beyond hours (and therefore incurred daycare charges)That email chain was forwarded to Mrs [redacted] for her reference We checked the hotel stay that Mya (her pup) had with us, and she was not charged for any daycare charges for the stay - only for the two hotel nightsWe are sorry if our staff didn't explain this properly when she picked up Mya- there was a note with the hotel stay saying not to charge for daycare so they did check her out correctly We are very sorry to hear her pup has fleasWe can assure her that she did not get fleas from usIn the six years we have been open and the tens of thousands of dog visits we have had, we have never - not once - had a single case of fleasWe are 100% confident she did not get them from our facility It sounds like there was some confusion, and we apologize for thatWe are happy to still provide a free day of daycareDaycare can not be used for hotel nights - it can only be used for daycare, or daycare charges stemming from a hotel stay that extended beyond the hour time periodHaving our clients happy is extremely important to us Jamie [redacted] Business Manager The Woof Room Rice Street Roseville, MN www.woofroom.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/18) */ The consumer indicated that he/she ACCEPTED the business response

Our staff had no indication of any sort of incident or any issues with this client's dog during his visit There was no incident report on file as the dog did not make any indication of duress or injury, nor was there any sort of fight during his visit, and so we do not have any knowledge of the injury, nor do we know if the injury even occurred at our facility If it did occur at our facility, the client signed a waiver acknowledging that these types of instances could occur.The client did not report the injury until a full week had passed after the dog left our facility At that time, our supervisor reported the client's complaint to our manager, who was out of town When she returned she looked through our security footage as best she could to see if she could find anything, but there was nothing to be found.The client did not suffer any expenses for the injury, as he did not seek vet care He requested a refund for his hotel stay; however the dog was at our facility, cared for and occupying a hotel suite for the full extent of the service paid for, so we denied the request for a refund Our business manager, Kayli, spoke with this client many times She maintained a friendly demeanor and tried to be as helpful as possible, but asserted that we have no knowledge of the incident, do not know that this incident occurred at our facility, and did not receive notice about it in a timely manner The client did not suffer any expenses, but he indicated that if we did not give him a refund, he would file a complaint.The Woof Room did not do anything wrong or contribute to the dog sustaining an injury in anyway Our staff provided the services paid for, and the client did not occur any expenses

We disagree that this client was treated with disrespect, but apologize if he felt that way That is certainly not our goal The delay in response was due to the business manager being out of town and also the amount of time it takes to review footage, especially when we have no idea of any time frame to search - as you can imagine, not being notified until a week later and having no knowledge of when an incident may have happened, it takes a considerable amount of time to search through an entire day's worth of footage We apologize if the client did not feel they were responded to in a timely manner, but didn't want to communicate anything until we were certain we had explored all options.We do not have the capability to provide copies of security footage We would offer the option to sit with our manager and watch footage from the day, but that would obviously take quite a bit of time, seeing as no incident was found, so the footage would span a large period of time If the client is interested in setting up a time to do that, we'd be happy to check and see if footage is still available (all footage on our DVR automatically expires after a period of time, and with the lag in notice from the client, it may have well passed) Again, we apologize that this client's dog suffered any sort of injury, but we have been unable to find anything that would support there was a noticeable incident at our facility that would have caused it, and either way, we provided the dog an overnight stay in our hotel, which is what this client paid for

Initial Business Response /* (1000, 8, 2016/02/08) */
Hello,
First, we apologized for her frustrationOne of the owners of The Woof Room, already emailed with her a bit about what happened in with a minor injury with her pupShe explained, with large groups of dogs playing we only know a
dog is injury if there is some indication (dog yelps, a dog clearly is nipped, etc) if dogs are just playing and at no point indicate they have been injured our staff are not usually aware anything has happened
The same owner emailed clients that hadn't visited us for awhile offering a free day of daycare to give them another opportunity to visit usMrs.*** emailed the owner indicating she wanted to use it for a hotel stay, the owner made sure to clarify that Mrs*** could use it if the stay extended beyond hours (and therefore incurred daycare charges)That email chain was forwarded to Mrs*** for her reference
We checked the hotel stay that Mya (her pup) had with us, and she was not charged for any daycare charges for the stay - only for the two hotel nightsWe are sorry if our staff didn't explain this properly when she picked up Mya- there was a note with the hotel stay saying not to charge for daycare so they did check her out correctly
We are very sorry to hear her pup has fleasWe can assure her that she did not get fleas from usIn the six years we have been open and the tens of thousands of dog visits we have had, we have never - not once - had a single case of fleasWe are 100% confident she did not get them from our facility
It sounds like there was some confusion, and we apologize for thatWe are happy to still provide a free day of daycareDaycare can not be used for hotel nights - it can only be used for daycare, or daycare charges stemming from a hotel stay that extended beyond the hour time periodHaving our clients happy is extremely important to us
Jamie ** ***
Business Manager
The Woof Room
Rice Street
Roseville, MN
www.woofroom.com
Initial Consumer Rebuttal /* (2000, 10, 2016/02/18) */
The consumer indicated that he/she ACCEPTED the business response

I am rejecting this response because:We are not satisfied with the response. While I agree Kayli was very friendly and apologetic, other staff there was not and were very snippy over the fact I was even bringing this up. I also got no response on why three days went by with no one calling me back when I left messages each day. Also I was told there are managers, and they were forwarded the pictures of the injuries and none of them replied to me. I can’t imagine all three managers were gone on vacation at the same time. I also asked for my information to be provided to the owner and got no response either. The statement that the manager communicated with me many times is absolutely false. Only time we get information back was to go in person and finally file this claim, amazing how fast we get a response when communication is via Revdex.com not phone calls or email. We would like to be given a copy of the videos for the time our dog was there so we can verify the tapes ourselves, since the business is claiming they have no evidence. As the Revdex.com history shows, this isn’t the first time a complaint has been filed on this place for not catching injuries sustained while staying there, and having a rude response when discussing it in personOur dog does not come in contact with any other animals, he was being cared for by my parents while we were away on business, the only reason he had to be dropped off was due to a family emergencyWe have pictures of his wounds, yet the video not being released is not addressed by this business.

Our staff had no indication of any sort of incident or any issues with this client's dog during his visit There was no incident report on file as the dog did not make any indication of duress or injury, nor was there any sort of fight during his visit, and so we do not have any knowledge of
the injury, nor do we know if the injury even occurred at our facility If it did occur at our facility, the client signed a waiver acknowledging that these types of instances could occur.The client did not report the injury until a full week had passed after the dog left our facility At that time, our supervisor reported the client's complaint to our manager, who was out of town When she returned she looked through our security footage as best she could to see if she could find anything, but there was nothing to be found.The client did not suffer any expenses for the injury, as he did not seek vet care He requested a refund for his hotel stay; however the dog was at our facility, cared for and occupying a hotel suite for the full extent of the service paid for, so we denied the request for a refund Our business manager, Kayli, spoke with this client many times She maintained a friendly demeanor and tried to be as helpful as possible, but asserted that we have no knowledge of the incident, do not know that this incident occurred at our facility, and did not receive notice about it in a timely manner The client did not suffer any expenses, but he indicated that if we did not give him a refund, he would file a complaint.The Woof Room did not do anything wrong or contribute to the dog sustaining an injury in anyway Our staff provided the services paid for, and the client did not occur any expenses

I am rejecting this response because:We are not satisfied with the response.  While I agree Kayli was very friendly and apologetic, other staff there was not and were very snippy over the fact I was even bringing this up.  I also got no response on why three days went by with no one calling me back when I left messages each day.  Also I was told there are 3 managers, and they were forwarded the pictures of the injuries and none of them replied to me.  I can’t imagine all three managers were gone on vacation at the same time.  I also asked for my information to be provided to the owner and got no response either.  The statement that the manager communicated with me many times is absolutely false. Only time we get information back was to go in person and finally file this claim, amazing how fast we get a response when communication is via Revdex.com not phone calls or email.  We would like to be given a copy of the videos for the time our dog was there so we can verify the tapes ourselves, since the business is claiming they have no evidence.    As the Revdex.com history shows, this isn’t the first time a complaint has been filed on this place for not catching injuries sustained while staying there, and having a rude response when discussing it in person. Our dog does not come in contact with any other animals, he was being cared for by my parents while we were away on business, the only reason he had to be dropped off was due to a family emergency. We have pictures of his wounds, yet the video not being released is not addressed by this business.

Initial Business Response /* (1000, 8, 2016/02/08) */
Hello,
First, we apologized for her frustration. One of the owners of The Woof Room, already emailed with her a bit about what happened in 2014 with a minor injury with her pup. She explained, with large groups of dogs playing we only know a...

dog is injury if there is some indication (dog yelps, a dog clearly is nipped, etc) if dogs are just playing and at no point indicate they have been injured our staff are not usually aware anything has happened.
The same owner emailed clients that hadn't visited us for awhile offering a free day of daycare to give them another opportunity to visit us. Mrs.[redacted] emailed the owner indicating she wanted to use it for a hotel stay, the owner made sure to clarify that Mrs. [redacted] could use it if the stay extended beyond 24 hours (and therefore incurred daycare charges). That email chain was forwarded to Mrs. [redacted] for her reference.
We checked the hotel stay that Mya (her pup) had with us, and she was not charged for any daycare charges for the stay - only for the two hotel nights. We are sorry if our staff didn't explain this properly when she picked up Mya- there was a note with the hotel stay saying not to charge for daycare so they did check her out correctly.
We are very sorry to hear her pup has fleas. We can assure her that she did not get fleas from us. In the six years we have been open and the tens of thousands of dog visits we have had, we have never - not once - had a single case of fleas. We are 100% confident she did not get them from our facility.
It sounds like there was some confusion, and we apologize for that. We are happy to still provide a free day of daycare. Daycare can not be used for hotel nights - it can only be used for daycare, or daycare charges stemming from a hotel stay that extended beyond the 24 hour time period. Having our clients happy is extremely important to us.
Jamie [redacted]
Business Manager
The Woof Room
2025 Rice Street
Roseville, MN 55113
www.woofroom.com
Initial Consumer Rebuttal /* (2000, 10, 2016/02/18) */
The consumer indicated that he/she ACCEPTED the business response.

We disagree that this client was treated with disrespect, but apologize if he felt that way.  That is certainly not our goal.  The delay in response was due to the business manager being out of town and also the amount of time it takes to review footage, especially when we have no idea of any time frame to search - as you can imagine, not being notified until a week later and having no knowledge of when an incident may have happened, it takes a considerable amount of time to search through an entire day's worth of footage.  We apologize if the client did not feel they were responded to in a timely manner, but didn't want to communicate anything until we were certain we had explored all options.We do not have the capability to provide copies of security footage.  We would offer the option to sit with our manager and watch footage from the day, but that would obviously take quite a bit of time, seeing as no incident was found, so the footage would span a large period of time.  If the client is interested in setting up a time to do that, we'd be happy to check and see if footage is still available (all footage on our DVR automatically expires after a period of time, and with the lag in notice from the client, it may have well passed).  Again, we apologize that this client's dog suffered any sort of injury, but we have been unable to find anything that would support there was a noticeable incident at our facility that would have caused it, and either way, we provided the dog an overnight stay in our hotel, which is what this client paid for.

Our staff had no indication of any sort of incident or any issues with this client's dog during his visit.  There was no incident report on file as the dog did not make any indication of duress or injury, nor was there any sort of fight during his visit, and so we do not have any knowledge of...

the injury, nor do we know if the injury even occurred at our facility.  If it did occur at our facility, the client signed a waiver acknowledging that these types of instances could occur.The client did not report the injury until a full week had passed after the dog left our facility.  At that time, our supervisor reported the client's complaint to our manager, who was out of town.  When she returned she looked through our security footage as best she could to see if she could find anything, but there was nothing to be found.The client did not suffer any expenses for the injury, as he did not seek vet care.  He requested a refund for his hotel stay; however the dog was at our facility, cared for and occupying a hotel suite for the full extent of the service paid for, so we denied the request for a refund.  Our business manager, Kayli, spoke with this client many times.  She maintained a friendly demeanor and tried to be as helpful as possible, but asserted that we have no knowledge of the incident, do not know that this incident occurred at our facility, and did not receive notice about it in a timely manner.  The client did not suffer any expenses, but he indicated that if we did not give him a refund, he would file a complaint.The Woof Room did not do anything wrong or contribute to the dog sustaining an injury in anyway.  Our staff provided the services paid for, and the client did not occur any expenses.