I am the owner that was present in the lobby when the complainant’s husband and daughter picked up their dogs from our business on 12/1/(complainant was not present when the dogs were picked up as she falsely states in her complaint) Contrary to her allegation, their dogs did not smell feces or urineWhile they were waiting for their dogs to come from their room, I personally handed the daughter a “report card” we give to all families detailing how their dogs did during their stay with us including eating, temperament, bathroom breaks, etc Upon being reunited, the video of them with their dogs in our lobby shows extensive interaction with their dogs including the little girl hugging on her beagle dog, with both dogs and family happy to be together Neither the husband nor the daughter said a word about their concerns of odor or any other complaint to me or any of my employees during the entire time they were picking up their dogs They were at my business approximately minutes The complainant called later on 12/1/and spoke with our assistant manager stating she was very upset that her dogs and their beds were smelled like urine and feces After the complaint was made, I spoke with my employees who cared for the dogs about the details of their stay as well as reviewed the documentation, signed by various employees, showing that the dogs were walked at least four times per day every day of their stay The implication that they dogs were not taken out for potty walks as represented is untrue.Concerning the dog’s beds, one was washed (which is our policy to do as an added courtesy service)The other bed could not be washed as it had a small tear in it and our assistant manager was concerned the inner stuffing would come apart in the washer Accordingly, that bed was hand washed with soap and waterOur assistant manager explained directly to the husband that one bed could not be machine washed and pointed out the small tear This conversation can be clearly seen on the security videotape of the lobby The husband made absolutely no comment (and certainly no complaint) about the beds smelling at the time they were handed to him by our assistant manager or at any time before they departed the premises.The complainant fails to mention that I told her and her husband by cell phone that it was clear that for what ever reason they were unhappy, and that in order to try and make them happy we were more than willing to replace their dogs' beds and do whatever else they needed to be satisfiedThe offer still standsI asked she and her husband why her husband did not say a word to me or any of my employees at the time of pick upThey responded that “he didn't feel like saying anything.” I further question why neither complainant nor her husband told me by phone that they would like a refund because I certainly made it clear that we wanted to rectify the situation for them and that we aim to treat all the dogs as our own and did not want them to be unhappy Both she and her husband in separate phone conversations with me said "there was nothing I could do to make it right." Additionally, they both declined my offer to replace both of their dog’s beds In fact, the husband further yelled at me "the only thing that would make it right is to put you out of business!" Had they simply said refunding their money would help make it right, I would have immediately done so and the offer has always been open and remains open Further, I advised them both on 12/2/that if either of them thought of anything we could do to make it right, to please let me know Instead, they chose to file this complaint and ask for the same thing I had initially offered.Having said all of the above, the offer of refund and new beds remains open As I said to both the husband and wife all they have to do is call me to let me know how to do their refund They both know this forum was unnecessaryWhile we aim to please all of our clients by keeping all of our dog guests safe and happy, upon resolution of this matter, we think it best that this complainant in the future use another place to board their dogs Thank you, [redacted] I advised them that I personally went through all our records that document each interaction we had with her dogs, including but not limited to walks, feedings and cleaning procedures and did not come across any incidents where our policies were not followed I also reminded them that my assistant manager personally advised that that we could not wash their pink bed because their was a slight tear on it and we did not want the inner stuffing to come apart in the washer, but that we wiped it down with soap and water The complainant questioned why we would wash any bedding etcat all, I advised her washing items was a courtesy service we typically do when possible I further reminded her that they day her husband picked up the dogs that it was torrential down pour of rain (please see weather report 77494) and with the walks our dog guests were taking some wet ground is naturally going to happen I suspect what they experienced was mud on their dogs feet while walking their dogs out to their car in the rain Moreover, these customers made a complaint on another Facebook forum and many of our other clients responded and said they all had wonderful experiences with us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Please refund the entire amount back to my credit card. Thank you.[redacted]
I am the owner that was present in the lobby when the complainant’s husband and daughter picked up their dogs from our business on 12/1/2014 (complainant was not present when the dogs were picked up as she falsely states in her complaint). Contrary to her allegation, their dogs did not smell...
feces or urine. While they were waiting for their dogs to come from their room, I personally handed the daughter a “report card” we give to all families detailing how their dogs did during their stay with us including eating, temperament, bathroom breaks, etc. Upon being reunited, the video of them with their dogs in our lobby shows extensive interaction with their dogs including the little girl hugging on her beagle dog, with both dogs and family happy to be together. Neither the husband nor the daughter said a word about their concerns of odor or any other complaint to me or any of my employees during the entire time they were picking up their dogs. They were at my business approximately 15 minutes. The complainant called later on 12/1/2014 and spoke with our assistant manager stating she was very upset that her dogs and their beds were smelled like urine and feces. After the complaint was made, I spoke with my employees who cared for the dogs about the details of their stay as well as reviewed the documentation, signed by various employees, showing that the dogs were walked at least four times per day every day of their stay. The implication that they dogs were not taken out for potty walks as represented is untrue.Concerning the dog’s beds, one was washed (which is our policy to do as an added courtesy service). The other bed could not be washed as it had a small tear in it and our assistant manager was concerned the inner stuffing would come apart in the washer. Accordingly, that bed was hand washed with soap and water. Our assistant manager explained directly to the husband that one bed could not be machine washed and pointed out the small tear. This conversation can be clearly seen on the security videotape of the lobby. The husband made absolutely no comment (and certainly no complaint) about the beds smelling at the time they were handed to him by our assistant manager or at any time before they departed the premises.The complainant fails to mention that I told her and her husband by cell phone that it was clear that for what ever reason they were unhappy, and that in order to try and make them happy we were more than willing to replace their dogs' beds and do whatever else they needed to be satisfied. The offer still stands. I asked she and her husband why her husband did not say a word to me or any of my employees at the time of pick up. They responded that “he didn't feel like saying anything.” I further question why neither complainant nor her husband told me by phone that they would like a refund because I certainly made it clear that we wanted to rectify the situation for them and that we aim to treat all the dogs as our own and did not want them to be unhappy. Both she and her husband in separate phone conversations with me said "there was nothing I could do to make it right." Additionally, they both declined my offer to replace both of their dog’s beds. In fact, the husband further yelled at me "the only thing that would make it right is to put you out of business!" Had they simply said refunding their money would help make it right, I would have immediately done so and the offer has always been open and remains open. Further, I advised them both on 12/2/2014 that if either of them thought of anything we could do to make it right, to please let me know. Instead, they chose to file this complaint and ask for the same thing I had initially offered.Having said all of the above, the offer of refund and new beds remains open. As I said to both the husband and wife all they have to do is call me to let me know how to do their refund. They both know this forum was unnecessary. While we aim to please all of our clients by keeping all of our dog guests safe and happy, upon resolution of this matter, we think it best that this complainant in the future use another place to board their dogs. Thank you,[redacted] I advised them that I personally went through all our records that document each interaction we had with her dogs, including but not limited to walks, feedings and cleaning procedures and did not come across any incidents where our policies were not followed. I also reminded them that my assistant manager personally advised that that we could not wash their pink bed because their was a slight tear on it and we did not want the inner stuffing to come apart in the washer, but that we wiped it down with soap and water. The complainant questioned why we would wash any bedding etc. at all, I advised her washing items was a courtesy service we typically do when possible. I further reminded her that they day her husband picked up the dogs that it was torrential down pour of rain (please see weather report 77494) and with the walks our dog guests were taking some wet ground is naturally going to happen. I suspect what they experienced was mud on their dogs feet while walking their dogs out to their car in the rain. Moreover, these customers made a complaint on another Facebook forum and many of our other clients responded and said they all had wonderful experiences with us.
I am the owner that was present in the lobby when the complainant’s husband and daughter picked up their dogs from our business on 12/1/(complainant was not present when the dogs were picked up as she falsely states in her complaint) Contrary to her allegation, their dogs did not smell feces or urineWhile they were waiting for their dogs to come from their room, I personally handed the daughter a “report card” we give to all families detailing how their dogs did during their stay with us including eating, temperament, bathroom breaks, etc Upon being reunited, the video of them with their dogs in our lobby shows extensive interaction with their dogs including the little girl hugging on her beagle dog, with both dogs and family happy to be together Neither the husband nor the daughter said a word about their concerns of odor or any other complaint to me or any of my employees during the entire time they were picking up their dogs They were at my business approximately minutes The complainant called later on 12/1/and spoke with our assistant manager stating she was very upset that her dogs and their beds were smelled like urine and feces After the complaint was made, I spoke with my employees who cared for the dogs about the details of their stay as well as reviewed the documentation, signed by various employees, showing that the dogs were walked at least four times per day every day of their stay The implication that they dogs were not taken out for potty walks as represented is untrue.Concerning the dog’s beds, one was washed (which is our policy to do as an added courtesy service)The other bed could not be washed as it had a small tear in it and our assistant manager was concerned the inner stuffing would come apart in the washer Accordingly, that bed was hand washed with soap and waterOur assistant manager explained directly to the husband that one bed could not be machine washed and pointed out the small tear This conversation can be clearly seen on the security videotape of the lobby The husband made absolutely no comment (and certainly no complaint) about the beds smelling at the time they were handed to him by our assistant manager or at any time before they departed the premises.The complainant fails to mention that I told her and her husband by cell phone that it was clear that for what ever reason they were unhappy, and that in order to try and make them happy we were more than willing to replace their dogs' beds and do whatever else they needed to be satisfiedThe offer still standsI asked she and her husband why her husband did not say a word to me or any of my employees at the time of pick upThey responded that “he didn't feel like saying anything.” I further question why neither complainant nor her husband told me by phone that they would like a refund because I certainly made it clear that we wanted to rectify the situation for them and that we aim to treat all the dogs as our own and did not want them to be unhappy Both she and her husband in separate phone conversations with me said "there was nothing I could do to make it right." Additionally, they both declined my offer to replace both of their dog’s beds In fact, the husband further yelled at me "the only thing that would make it right is to put you out of business!" Had they simply said refunding their money would help make it right, I would have immediately done so and the offer has always been open and remains open Further, I advised them both on 12/2/that if either of them thought of anything we could do to make it right, to please let me know Instead, they chose to file this complaint and ask for the same thing I had initially offered.Having said all of the above, the offer of refund and new beds remains open As I said to both the husband and wife all they have to do is call me to let me know how to do their refund They both know this forum was unnecessaryWhile we aim to please all of our clients by keeping all of our dog guests safe and happy, upon resolution of this matter, we think it best that this complainant in the future use another place to board their dogs Thank you, [redacted] I advised them that I personally went through all our records that document each interaction we had with her dogs, including but not limited to walks, feedings and cleaning procedures and did not come across any incidents where our policies were not followed I also reminded them that my assistant manager personally advised that that we could not wash their pink bed because their was a slight tear on it and we did not want the inner stuffing to come apart in the washer, but that we wiped it down with soap and water The complainant questioned why we would wash any bedding etcat all, I advised her washing items was a courtesy service we typically do when possible I further reminded her that they day her husband picked up the dogs that it was torrential down pour of rain (please see weather report 77494) and with the walks our dog guests were taking some wet ground is naturally going to happen I suspect what they experienced was mud on their dogs feet while walking their dogs out to their car in the rain Moreover, these customers made a complaint on another Facebook forum and many of our other clients responded and said they all had wonderful experiences with us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Please refund the entire amount back to my credit card. Thank you.[redacted]
I am the owner that was present in the lobby when the complainant’s husband and daughter picked up their dogs from our business on 12/1/2014 (complainant was not present when the dogs were picked up as she falsely states in her complaint). Contrary to her allegation, their dogs did not smell...
feces or urine. While they were waiting for their dogs to come from their room, I personally handed the daughter a “report card” we give to all families detailing how their dogs did during their stay with us including eating, temperament, bathroom breaks, etc. Upon being reunited, the video of them with their dogs in our lobby shows extensive interaction with their dogs including the little girl hugging on her beagle dog, with both dogs and family happy to be together. Neither the husband nor the daughter said a word about their concerns of odor or any other complaint to me or any of my employees during the entire time they were picking up their dogs. They were at my business approximately 15 minutes. The complainant called later on 12/1/2014 and spoke with our assistant manager stating she was very upset that her dogs and their beds were smelled like urine and feces. After the complaint was made, I spoke with my employees who cared for the dogs about the details of their stay as well as reviewed the documentation, signed by various employees, showing that the dogs were walked at least four times per day every day of their stay. The implication that they dogs were not taken out for potty walks as represented is untrue.Concerning the dog’s beds, one was washed (which is our policy to do as an added courtesy service). The other bed could not be washed as it had a small tear in it and our assistant manager was concerned the inner stuffing would come apart in the washer. Accordingly, that bed was hand washed with soap and water. Our assistant manager explained directly to the husband that one bed could not be machine washed and pointed out the small tear. This conversation can be clearly seen on the security videotape of the lobby. The husband made absolutely no comment (and certainly no complaint) about the beds smelling at the time they were handed to him by our assistant manager or at any time before they departed the premises.The complainant fails to mention that I told her and her husband by cell phone that it was clear that for what ever reason they were unhappy, and that in order to try and make them happy we were more than willing to replace their dogs' beds and do whatever else they needed to be satisfied. The offer still stands. I asked she and her husband why her husband did not say a word to me or any of my employees at the time of pick up. They responded that “he didn't feel like saying anything.” I further question why neither complainant nor her husband told me by phone that they would like a refund because I certainly made it clear that we wanted to rectify the situation for them and that we aim to treat all the dogs as our own and did not want them to be unhappy. Both she and her husband in separate phone conversations with me said "there was nothing I could do to make it right." Additionally, they both declined my offer to replace both of their dog’s beds. In fact, the husband further yelled at me "the only thing that would make it right is to put you out of business!" Had they simply said refunding their money would help make it right, I would have immediately done so and the offer has always been open and remains open. Further, I advised them both on 12/2/2014 that if either of them thought of anything we could do to make it right, to please let me know. Instead, they chose to file this complaint and ask for the same thing I had initially offered.Having said all of the above, the offer of refund and new beds remains open. As I said to both the husband and wife all they have to do is call me to let me know how to do their refund. They both know this forum was unnecessary. While we aim to please all of our clients by keeping all of our dog guests safe and happy, upon resolution of this matter, we think it best that this complainant in the future use another place to board their dogs. Thank you,[redacted] I advised them that I personally went through all our records that document each interaction we had with her dogs, including but not limited to walks, feedings and cleaning procedures and did not come across any incidents where our policies were not followed. I also reminded them that my assistant manager personally advised that that we could not wash their pink bed because their was a slight tear on it and we did not want the inner stuffing to come apart in the washer, but that we wiped it down with soap and water. The complainant questioned why we would wash any bedding etc. at all, I advised her washing items was a courtesy service we typically do when possible. I further reminded her that they day her husband picked up the dogs that it was torrential down pour of rain (please see weather report 77494) and with the walks our dog guests were taking some wet ground is naturally going to happen. I suspect what they experienced was mud on their dogs feet while walking their dogs out to their car in the rain. Moreover, these customers made a complaint on another Facebook forum and many of our other clients responded and said they all had wonderful experiences with us.