Wagging Tails Pet Resort

Initial Business Response / [redacted] (1000, 8, 2015/07/16) */ As [redacted] indicated, [redacted] was in our care from June 8th through June 20th with an early pickup on June 20th at 10:30am versus the scheduled pickup time of 5pm During the time [redacted] stayed with us, he did have multiple accidents in his suite overnightOur Play Coaches are responsible for checking each dog when they come out of their suite as well as a 'Feet, Face and Fanny Check' twice per day while in the playroomOn the occasions which he had the accidents in his suite, he received a free bath both days [redacted] did have another accident the night before pickup and was scheduled in line to receive another free bath that dayUnfortunately [redacted] was picked up earlier than scheduled which in turn caused him to not receive the bath yetHe was scheduled to be picked up at 5pm but was picked at 10:30am [redacted] , along with most Bichon Frise's, did have tear stains upon arrival on June 8th as well as his couple of stays in Especially with his age, his were a little more prominent which is very commonAccording to the Bichon Frise Club of America (http://www.bichon.org/CareTearStains.htm), there are many causes of tear stainingTear staining develops over time and is caused within the dog; you cannot create the tear stainsHe did also have a groom with us two weeks before his boarding stay on June 3rd, in which the Groomer specifically talked to [redacted] about [redacted] 's built up tear stains [redacted] started his stay with us as a picky eater as do many dogs that board at any facility due to being in a different environment than usualHis feeding schedule indicated to mix his wet food and 1/of his pre-portioned dry food into one bowl and leave the other 1/of the pre-portioned dry food in a separate bowl daily during the lunch hourHe continued to be a picky eater throughout the stay and mainly only ate his dry food, so we began to try other alternatives to get [redacted] to eat moreWe started by adding water and attempted to hand feed him which was helpfulWe will take any measure to try and get a dog that isn't eating, to eatSince [redacted] focused on eating the dry food, we focused on getting him to eat more of that while still mixing in some wet foodIn turn, this is why [redacted] ended up with three extra cans of wet food - one of which was already an extra Upon [redacted] 's checkout, no complaints were discussed with the front desk staff but did end up receiving a complaint emailOur Assistant Manager reached out to [redacted] to discuss his email, apologized for his frustrations and promised to look into the situation further and get back to him later that dayAfter many discussions with other staff members including front end staff, backend staff as well as the grooming department, we were able to fully discuss his concerns with a call from the General Manger later that dayAlong with the details addressing his concerns, we apologized for his frustrations and were empathetic towards himWe did also offer a free bath, a free weekend stay, a refund of one to two nights as well as a covered vet bill if he felt the dog needed medical attention which, from our knowledge, ended up not needing and did not see any major signs of eye build up upon [redacted] 's departure from our facilityHe appreciated the call but still seemed frustrated upon ending the conversation We strive each and every day in making sure our number one priority is the dogs in our care and wanted to afford the opportunity to [redacted] to bring [redacted] back for another stay to show just that [redacted] declined the offer but the offer does still stand with him and would love to see [redacted] back Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to thank Wagging Tails for finally responding after days While [redacted] was there, as per the dates listed above, there was never anything communicated about pm being a scheduled pitimeThe website states that anything after 12:pm is considered a late piand is charged an extra half dayAs far as the "accidents", it was not common for him to go in the house or his kennelSince he had a bad case of diarrhea when I got him back, I'm assuming that is, at least in part, the reason he couldn't hold it [redacted] has always had tear staining as is common with Bichons, that is true [redacted] 's eyes had clearly not been cleaned in a very long time as the debris coming from the inner corner of his eye extended half way to his mouthThere was much more staining after cleaning all that out than is for him [redacted] has always been a picky eater, since he was a pup I struggled to get him to eat dry kibbleThat was why he got some wet food every dayI appreciate the attempt to hand feed him, but going for dry first is not a consistent behavior for him As was stated in my original complaint, I did not mention my concerns at the front deskI take time to compose my thoughts before talking to anyone, and since there were other customers at the front desk, didn't want to cause a sceneI only noticed the smell, and dirty eyes and butt when I picked him upHe had a dirty butt the first time he stayed there as wellThe girl that brought him out apologized and said she didn't notice, which was disappointing but understandableAgain, no mention was made of a pm check-out, only the website that states there is an extra charge for a check-out after 12: I was called by Andrea as mentioned, and she did offer a free bath, but I had already given him a thorough bath right after picking him upShe also mentioned a free night, but when I said I thought I paid too much for lack of care, she stated that she could not approve that and I would have to talk to the managerMichelle did call me, and apologized again, and stated that what happened was 100% unacceptable and she was going to have a store meetingShe then offered a free bath and a free nights stayno mention was ever made about a refundThat is what I was listening for, which explains the frustration at the end of the conversation If the offer of a day refund is sincere, I would accept that [redacted] had a seizure days after I picked him up and diedThis is a part of my last memories of him and would like to put is all to rest Final Business Response / [redacted] (4000, 13, 2015/07/27) */ As [redacted] indicated, [redacted] was in our care from June 8th through June 20th with an early pickup on June 20th at 10:30am versus the scheduled pickup time of 5pm During the time [redacted] stayed with us, he did have multiple accidents in his suite overnightOur Play Coaches are responsible for checking each dog when they come out of their suite as well as a 'Feet, Face and Fanny Check' twice per day while in the playroomOn the occasions which he had the accidents in his suite, he received a free bath both days [redacted] did have another accident the night before pickup and was scheduled in line to receive another free bath that dayUnfortunately [redacted] was picked up earlier than scheduled which in turn caused him to not receive the bath yetHe was scheduled to be picked up at 5pm but was picked at 10:30am [redacted] , along with most Bichon Frise's, did have tear stains upon arrival on June 8th as well as his couple of stays in Especially with his age, his were a little more prominent which is very commonAccording to the Bichon Frise Club of America (http://www.bichon.org/CareTearStains.htm), there are many causes of tear stainingTear staining develops over time and is caused within the dog; you cannot create the tear stainsHe did also have a groom with us two weeks before his boarding stay on June 3rd, in which the Groomer specifically talked to [redacted] about [redacted] 's built up tear stains [redacted] started his stay with us as a picky eater as do many dogs that board at any facility due to being in a different environment than usualHis feeding schedule indicated to mix his wet food and 1/of his pre-portioned dry food into one bowl and leave the other 1/of the pre-portioned dry food in a separate bowl daily during the lunch hourHe continued to be a picky eater throughout the stay and mainly only ate his dry food, so we began to try other alternatives to get [redacted] to eat moreWe started by adding water and attempted to hand feed him which was helpfulWe will take any measure to try and get a dog that isn't eating, to eatSince [redacted] focused on eating the dry food, we focused on getting him to eat more of that while still mixing in some wet foodIn turn, this is why [redacted] ended up with three extra cans of wet food - one of which was already an extra Upon [redacted] 's checkout, no complaints were discussed with the front desk staff but did end up receiving a complaint emailOur Assistant Manager reached out to [redacted] to discuss his email, apologized for his frustrations and promised to look into the situation further and get back to him later that dayAfter many discussions with other staff members including front end staff, backend staff as well as the grooming department, we were able to fully discuss his concerns with a call from the General Manger later that dayAlong with the details addressing his concerns, we apologized for his frustrations and were empathetic towards himWe did also offer a free bath, a free weekend stay, a refund of one to two nights as well as a covered vet bill if he felt the dog needed medical attention which, from our knowledge, ended up not needing and did not see any major signs of eye build up upon [redacted] 's departure from our facilityHe appreciated the call but still seemed frustrated upon ending the conversation We strive each and every day in making sure our number one priority is the dogs in our care and wanted to afford the opportunity to [redacted] to bring [redacted] back for another stay to show just that [redacted] declined the offer but the offer does still stand with him and would love to see [redacted] back