Tina's Loving Care Pet Grooming/Boarding

Complaint: [redacted]I am rejecting this response because:  I have a photo to prove that there was no food and dirty water when I went to pick up my kitten .   I also said as I was holding my kitten "what is this lump on his hind leg now we have to go to the vet ".   As soon as my kitten heard my voice he stood up at the cage knowing his owner was there and I picked him up to comfort him.
 There was no yelling,  I was simply stressing my shock and disbelief over what I found when I went to pick my kitten up at 10 o'clock in the morning after a 10 day stay .  It was obvious that my kitten was neglected while under supervision of the business owner for TLC .    I should have checked social media and star ratings before I allowed my kitten to stay there as they are not at a five star rating .
 When I did my original tour of the business I had no knowledge of any background or longevity of any of the animals being kept .
 My biggest  regret is leaving my kitten at that facility and  all I can say is I was in such disbelief over the lack of care for my sweet kitten during the 10 day stay .
 I believe they need to reevaluate their priorities and take better care and cleanliness for the cats in the facility .Sincerely,[redacted]

TLC’s opening statement:  In over 8 years of operation TLC has never received a Revdex.com complaint before. I am very proud of my facility and stand behind it.  We welcome and encourage any and all to stop in and tour our facility and view our practices.  The owner of this cat toured and...

inspected our facility prior to scheduling boarding dates.  She also viewed it upon check in and observed several occupied cat enclosures each time.  She expressed nothing but pleasure each time and chose to leave her cat with us.
 
“When I went to pick my kitten up at 10 o’clock Monday morning my kitten was extremely stressed.”
This is a very friendly cat who showed no signs of stress while in our care.  He rubbed against my legs and was petted frequently. When the owner went to The Cat Room to pick up her kitten, she started yelling at my employee which scared the cat who then cowered and would not come to her.
 
“He barely had any food …. barely any water”
When I did morning chores at 8:00 a.m., this cat had food in his dish. I did not top off his bowl because he was scheduled to go home that morning.    We use auto-waters with 2-liter capacity.  At 8:00 a.m., this cat had plenty of water and it was clean.
 
“… his water bowl was filled with kitty litter ….  and a cat toy floating in it”
At check in, the owner was told that we do not like to have toys in with the cats because they frequently bury toys in their litter and put them in their water. The owner insisted that her cat have its toys. At pick up, the owner did, in fact, find that her cat had indeed put one of his dirty toys in his water.
 
“… litter box was completely full …”
TLC uses only natural clay litter in extra-large boxes. Our policy is to not scoop, but to dump entire boxes and start fresh every other day. This cat had a fresh box on Saturday, so it was due to be changed on Monday; however, as the cat was picked up early Monday morning, his box had not yet been changed.
 
“… carpet completely pulled loose with exposed staples sticking up”
TLC’s cat kennels are built in enclosures fenced to the ceiling with carpeted shelves for climbing. This cat did pull a corner of carpet loose from one of his climbing shelves; however, the staples were still embedded in the wood with no sharp edges. The damaged carpet was replaced after this cat went home at no additional expense to the owner.
“When I picked him up, I noticed he had a lump on his right hind leg.”
The owner never said anything to me about a lump and I never saw a lump.
 
“… itching and contracted fleas.”
Cats at TLC are never mixed with cats from other homes, our cat enclosures have solid walls between pets and are scrubbed down with hot water and disinfectant between guests. None of the other guests have fleas or any signs of itching, nor did this cat show any signs of itching while in our care.
“I would like to have my $75 back.”
TLC cat boarding fees are $12.00 per calendar day with a 10% discount for stays 8 days or more. The boarding fee for this cat was $118.80 for an 11-day stay. The owner had written a check for this amount. After she had her cat in his carrier, she began to rant, “I should not have to pay for today – I want 2 days’ refund – I want 3 days’ refund – I want 4 days’ refund…” The owner was yelling this at me the entire time we walked from The Cat Room back to the office. At that point she demanded her check back and it was returned to her.  She again yelled, “I want 4 days’ refund!”  Before I could respond, she insisted, “You’re only getting $75.00” and she wrote a check for that amount which I accepted without comment.
TLC’s closing statement:  My employee and myself spoke quietly and politely, trying to resolve this issue, while the complainant was yelling and making treats the entire time. My employee of 5 years was in tears. The customer did not pay her bill in full and, in fact, dictated what she would pay. I believed that, by her doing so and my acceptance of the lesser amount, this matter was resolved.
 
Tina M[redacted]                    Owner and operator of Tina’s Loving Care (TLC)