Wags & Wiggles of Tustin

Hi [redacted] , I received the notice of complaint on 11/1/and am responding to this complaint # The dog was boarding from 10/2/– 10/6/On the 6th as the dog was being removed from the bathtub her nail got caught on the edge of the tub and pulled out, removing the nailThe dog was transported to our local veterinarian for immediate careAt the vet the dog was given antibiotics to prevent infection and the toe was also wrapped Toe nail injuries can be very painful but do heal as the nail grows back The owners were notified and not charged for any veterinarian expenses We did very much apologize as this was an accident and we were very sorry for the occurrence We never want any dog injured or unhappy in our care On 10/9/the owner, [redacted] , called and spoke with ***, one of the mangers, several timesI was teaching classes and prescheduled privatesThe owner stated that he took his dog to his own vet and that the vet stated that the toe and the adjacent toes were infected and broken He also stated that his dogs toe would be permanently disfigured He called several times, even though he was told I would call him back as soon as my schedule opened up (noon)He threatened to file a complaint if I didn’t call back immediately I did call him back right after my appointments were complete In the meantime, during my appointments, we had our vet call his vet to find out what exactly was going on(Our vet- who we are not affiliated with but have a relationship of long term service with - was also concerned about this report as they saw no broken bones and wanted to make sure that the care they gave was adequate) The Banfield vet stated he never saw any broken bones and there was no infection and he didn’t know where Mr [redacted] got that information I assume there was a miscommunication or misinterpretation somewhereI cannot say for sure I did pay that veterinarian bill to Banfield as well as refunded the boarding stay for [redacted] on 10/9/ I also returned several calls to Mr [redacted] I also stated that I was happy to pay any further veterinarian visits for this incident through our vet I was never contacted requesting any further visits nor information of a worsening condition I am very sorry that the [redacted] s were so very upset and that their dog was injured in our careWe tried to take care of both her and them by taking financial responsibility, explaining what happened, and offering to take any further action as necessaryI am surprised at the allegation that we did not refund the stay nor offer to take care of the situation Please do not hesitate to ask me any further questions regarding this incident! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ [redacted] , CPDT Co-Owner, Head Trainer – Tustin www.wagsandwiggles.com

Hi [redacted],
I received the notice of complaint on 11/1/14 and am responding to this complaint.
The dog was boarding from 10/2/14 – 10/6/14. On the 6th as the dog was being removed from the bathtub her nail got caught on the edge of the tub and pulled out, removing the nail. The dog was transported to our local veterinarian for immediate care. At the vet the dog was given antibiotics to prevent infection and the toe was also wrapped. Toe nail injuries can be very painful but do heal as the nail grows back. The owners were notified and not charged for any veterinarian expenses. We did very much apologize as this was an accident and we were very sorry for the occurrence. We never want any dog injured or unhappy in our care.
On 10/9/14 the owner, [redacted], called and spoke with [redacted], one of the mangers, several times. I was teaching classes and prescheduled privates. The owner stated that he took his dog to his own vet and that the vet stated that the toe and the adjacent toes were infected and broken. He also stated that his dogs toe would be permanently disfigured. He called several times, even though he was told I would call him back as soon as my schedule opened up (noon). He threatened to file a complaint if I didn’t call back immediately. I did call him back right after my appointments were complete. In the meantime, during my appointments, we had our vet call his vet to find out what exactly was going on. (Our vet- who we are not affiliated with but have a relationship of long term service with - was also concerned about this report as they saw no broken bones and wanted to make sure that the care they gave was adequate). The Banfield vet stated he never saw any broken bones and there was no infection and he didn’t know where Mr. [redacted] got that information. I assume there was a miscommunication or misinterpretation somewhere. I cannot say for sure.
I did pay that veterinarian bill to Banfield as well as refunded the boarding stay for [redacted] on 10/9/14. I also returned several calls to Mr. [redacted]. I also stated that I was happy to pay any further veterinarian visits for this incident through our vet. I was never contacted requesting any further visits nor information of a worsening condition.
I am very sorry that the [redacted]s were so very upset and that their dog was injured in our care. We tried to take care of both her and them by taking financial responsibility, explaining what happened, and offering to take any further action as necessary. I am surprised at the allegation that we did not refund the stay nor offer to take care of the situation.
Please do not hesitate to ask me any further questions regarding this incident!
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
[redacted], CPDT
Co-Owner, Head Trainer – Tustin
www.wagsandwiggles.com

Review: Regarding boarding incident on 10/6/14: My husband & I boarded our 2 dogs to travel back east for a funeral. Upon our return, we received a voicemail that [redacted] had been involved in a "minor" incident in which her toenail had broken off during grooming. However; it clearly wasn't "minor" enough to keep W&W from taking her to a vet for further treatment. Upon pick up, [redacted]'s left rear leg was bandaged in thick gauze as she limped out into the lobby, refusing to put any pressure on her foot. W&W handed my husband 2 bottles of pills & said nothing other than, "That will be $428.00. Take the bandages off after 3 days." There was not one single apology, no directions on how to care for the wound, etc. After the 3rd day of administering meds, [redacted] was clearly getting worse. Thus, I was forced to take a day off work in order to take her to our vet to have the bandages removed & her nail inspected. When the vet cut through the thick blood soaked bandages, he found a horrific sight. Her nail was not simply broken but had been ripped from the root. The bone of her 2nd toe was bent but fortunately not broken. In total, 3 toes were severely infected & I was told her missing nail will likely never grow back, leaving [redacted] permanently disfigured. We were told to return in 3 days to check for evidence of gangrene. I left in shock with a vet bill and more meds, requiring me to stay home from work yet again the following day to monitor her. Now 2 days of lost wages. When we called W&W to explain the situation, they were curt, showing no sympathy or concern. They never offered to refund [redacted]'s boarding fee (we demanded) & refused to pay for any future vet bills related to their direct negligence. We are now on day 3 waiting for a response from W&W, which only emphasizes their appalling customer service & lack of concern for the pets left in their care. To add insult to injury, when my husband was picking up, he asked "Did you cut their nails?" The kid replied laughing, "Well we know at least one of them is cut!"Desired Settlement: Full refund of boarding/grooming fees as well as any and all current & future vet bills from our veterinarian, Banfield Pet Hospital, a 3rd party unbiased vet who has stated they have "a close working relationship" with W&W. A full refund is expected based on a breach of duty resulting in direct harm. In addition, particular acts/omissions; specifically, W&W staff's failure to take proper precautions during the grooming process by allowing 2 dogs to run down a ramp, caused the damage sustained.

Business

Response:

Hi [redacted],

I received the notice of complaint on 11/1/14 and am responding to this complaint.

The dog was boarding from 10/2/14 – 10/6/14. On the 6th as the dog was being removed from the bathtub her nail got caught on the edge of the tub and pulled out, removing the nail. The dog was transported to our local veterinarian for immediate care. At the vet the dog was given antibiotics to prevent infection and the toe was also wrapped. Toe nail injuries can be very painful but do heal as the nail grows back. The owners were notified and not charged for any veterinarian expenses. We did very much apologize as this was an accident and we were very sorry for the occurrence. We never want any dog injured or unhappy in our care.

On 10/9/14 the owner, [redacted], called and spoke with [redacted], one of the mangers, several times. I was teaching classes and prescheduled privates. The owner stated that he took his dog to his own vet and that the vet stated that the toe and the adjacent toes were infected and broken. He also stated that his dogs toe would be permanently disfigured. He called several times, even though he was told I would call him back as soon as my schedule opened up (noon). He threatened to file a complaint if I didn’t call back immediately. I did call him back right after my appointments were complete. In the meantime, during my appointments, we had our vet call his vet to find out what exactly was going on. (Our vet- who we are not affiliated with but have a relationship of long term service with - was also concerned about this report as they saw no broken bones and wanted to make sure that the care they gave was adequate). The Banfield vet stated he never saw any broken bones and there was no infection and he didn’t know where Mr. [redacted] got that information. I assume there was a miscommunication or misinterpretation somewhere. I cannot say for sure.

I did pay that veterinarian bill to Banfield as well as refunded the boarding stay for [redacted] on 10/9/14. I also returned several calls to Mr. [redacted]. I also stated that I was happy to pay any further veterinarian visits for this incident through our vet. I was never contacted requesting any further visits nor information of a worsening condition.

I am very sorry that the [redacted]s were so very upset and that their dog was injured in our care. We tried to take care of both her and them by taking financial responsibility, explaining what happened, and offering to take any further action as necessary. I am surprised at the allegation that we did not refund the stay nor offer to take care of the situation.

Please do not hesitate to ask me any further questions regarding this incident!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

[redacted], CPDT

Co-Owner, Head Trainer – Tustin

www.wagsandwiggles.com