Whole Dogz, Inc

Dear BB8:Thank you for forwarding the notice about the complaint you received from the [redacted]s regarding their dogs, both of which arrived today, June 10, 2015. First, let me assure you that we take the health and safety of our clients seriously at Whole Dogz and never dismiss any issues that owners bring to our attention. We go above and beyond in terms of that health and safety, including the control of odors the installation of air purifying systems, organic and more expensive cleaning products and healthy food and supplements that we offer our clients. We invite you to visit our facility yourself.
Regarding the complaint issued by the [redacted]s. They did contact us two days following the visit of their dogs. They first indicated that one dog had vomited on the way home, and that the other exhibited a limp and complained that they had seen a Vet. We explained that they were not ill while they stayed with us and did not exhibit any limping; however if they provided us with a vet bill we would honor the cost of the bill. Then they very rudely said that their belongings were not returned. This is totally untrue and they have altered their story considering the delivery of their dogs and their items on several occasions. They also posted on Yelp that their dogs were panting when they received them and we explained that dogs are often excited to see their owners and panting is normal. This is not the first time they have boarded their dogs, and their dogs are overweight and pant. We also pointed out that since they generally feed their dogs treats in lieu of dog food, vomiting might be normal. Now we understand that their dogs had diarrhea.
They also complained that their dogs bedding smelled. No other dog daycare includes the allowance of personal bedding for overnight boarding. We allow it because we want to provide as much comfort as possible to our boarding clients. However, while generally we try to clean the bedding if it has been soiled, it is not something that we guarantee or advertise. In this instance, the bedding had not been soiled by the dogs in their room. The [redacted]s did not want to have their dogs bathed prior to pick up and when dogs are boarding for five days, they often are going to end up getting dirty which obviously can be transferred to their beds. We are also the only daycare that wipes down dogs every day before pickup with organic doggie wipes. In addition to their bedding, they insisted on providing bowls for their dogs which generally is not allowed. Those bowls were also returned, fresh from the dishwasher.
As we told the owners, neither dog showed any symptoms of illness during their stay, and had decent appetites. As the owners are aware, their dogs do not like boarding, and are prone to a reduced appetite wherever they stay. The dogs were fed only their own food, and ate some at every meal while they were here. The owner claimed the dogs had gone to the vet and required follow up treatment, but never provided any evidence of a vet visit or proper description or cause of any illness/injury. I explained that since we were not informed until days after the dogs' departure and since we saw no medical evidence of anything wrong with the dogs, that we can not be responsible for what happened to them after they were returned to their owners. After being berated and yelled at, [redacted] threatened me saying that he wanted his money back or else he was going to write a bad review.
It is unfortunate that when you are in the business of providing services, despite providing excellent services, unscrupulous customers sometimes are solely interested in obtaining those services for free. We have always gone above and beyond to ensure that our customers are satisfied and that any issue is dealt with in a positive manner. However, we can't provide refunds, based on threats, nor can we provide everyone with free service based on unsubstantiated complaints.
Again, we invite you to tour our facility and see for yourself the extent we go to, in providing a safe and healthy environment for our customers.
Sincerely,
Patrick K[redacted]Co-owner

Dear BB8:Thank you for forwarding the notice about the complaint you received from the [redacted]s regarding their dogs, both of which arrived today, June 10, 2015. First, let me assure you that we take the health and safety of our clients seriously at Whole Dogz and never dismiss any issues that owners bring to our attention. We go above and beyond in terms of that health and safety, including the control of odors the installation of air purifying systems, organic and more expensive cleaning products and healthy food and supplements that we offer our clients. We invite you to visit our facility yourself.Regarding the complaint issued by the [redacted]s. They did contact us two days following the visit of their dogs. They first indicated that one dog had vomited on the way home, and that the other exhibited a limp and complained that they had seen a Vet. We explained that they were not ill while they stayed with us and did not exhibit any limping; however if they provided us with a vet bill we would honor the cost of the bill. Then they very rudely said that their belongings were not returned. This is totally untrue and they have altered their story considering the delivery of their dogs and their items on several occasions. They also posted on Yelp that their dogs were panting when they received them and we explained that dogs are often excited to see their owners and panting is normal. This is not the first time they have boarded their dogs, and their dogs are overweight and pant. We also pointed out that since they generally feed their dogs treats in lieu of dog food, vomiting might be normal. Now we understand that their dogs had diarrhea.They also complained that their dogs bedding smelled. No other dog daycare includes the allowance of personal bedding for overnight boarding. We allow it because we want to provide as much comfort as possible to our boarding clients. However, while generally we try to clean the bedding if it has been soiled, it is not something that we guarantee or advertise. In this instance, the bedding had not been soiled by the dogs in their room. The [redacted]s did not want to have their dogs bathed prior to pick up and when dogs are boarding for five days, they often are going to end up getting dirty which obviously can be transferred to their beds. We are also the only daycare that wipes down dogs every day before pickup with organic doggie wipes. In addition to their bedding, they insisted on providing bowls for their dogs which generally is not allowed. Those bowls were also returned, fresh from the dishwasher.As we told the owners, neither dog showed any symptoms of illness during their stay, and had decent appetites. As the owners are aware, their dogs do not like boarding, and are prone to a reduced appetite wherever they stay. The dogs were fed only their own food, and ate some at every meal while they were here. The owner claimed the dogs had gone to the vet and required follow up treatment, but never provided any evidence of a vet visit or proper description or cause of any illness/injury. I explained that since we were not informed until days after the dogs' departure and since we saw no medical evidence of anything wrong with the dogs, that we can not be responsible for what happened to them after they were returned to their owners. After being berated and yelled at, [redacted] threatened me saying that he wanted his money back or else he was going to write a bad review.It is unfortunate that when you are in the business of providing services, despite providing excellent services, unscrupulous customers sometimes are solely interested in obtaining those services for free. We have always gone above and beyond to ensure that our customers are satisfied and that any issue is dealt with in a positive manner. However, we can't provide refunds, based on threats, nor can we provide everyone with free service based on unsubstantiated complaints.Again, we invite you to tour our facility and see for yourself the extent we go to, in providing a safe and healthy environment for our customers.Sincerely,Patrick K[redacted]Co-owner

To Whom it May Concern:We are in receipt of your letter and attached complaint from our customer. First, no business is perfect and when issues are brought to our attention we work to resolve them amicably and with a review of procedures that caused the disagreement. However, in this case, don't...

believe anything would have pleased this client.As way of background, this client brought her dog for grooming - a [redacted] mix-and asked that it be shaved because it was severely matted. Attached is the grooming sheet that this customer filled out. Our supervisor told her, according to our rules, that we do not provide a specific time for pick-up which is also written on the attached grooming sheet. She never wrote a specific pick up time. Our supervisor did tell her when pressed that she would try to have the pup complete by 11:30 but that she needed the dog to be seen by the groomer who had not yet arrived. We also do not, and make a point of not based on past experiences, provide an exact cost for grooming. We tell customers it will be about a certain price but again that depends upon the condition of the coat.The customer called at 10:00 a.m. wanting to know if her dog was finished. She was angry and demanded to speak with the groomer. The groomer told her that her dog was so heavily matted - a condition to which this customer recognized- that it was going to take sometime to complete the groom. Severely matted dogs need to be carefully groomed so that their skin is not nicked, and not pulled as a result of ridding the dogs of mats. This was not a kind of dog that is generally matted - that normally occurs on dogs that have curly hair like a poodle. This dog was a [redacted] mix- and it is not advised that they be shaved at all but that is what the Customer wanted. This dog was matted from head to tail.She called again around 2:00 and the groomer said she was finishing up the dog. Again, the dog had to take a break, needed a walk, and some water as she continued with this job. She was yelling at our supervisor over the phone and said she was coming to pick up the dog. When she arrived, I checked on the grooming sheet to ensure that all instructions were properly followed by our staff. She told me that our supervisor guaranteed a time for completion and demanded that pull the supervisor out of a staff meeting to confront her. The supervisor told her again that she had informed her that the groomer would try to have her done by 11:30 but that the groomer wasn't there yet, that she needed to see the dog and that it is the groomer that determines how long it will take to successfully groom a dog. Never, at any time, did she say if the dog was not finished by 11:30 that she didn't want the groom. Perhaps she was unhappy that it took her dog longer than she thought it should. This was not the only dog being groomed that day and we are not a groom on demand service. In addition, the owner of our facility told her that the cost would be approximately $85.00 again depending upon the condition of the coat. Again, we don't provide exact prices in order to ensure that we don't under estimate the time it will take to groom a dog having not seen it. With dogs that we have seen and that are frequent clients, it is easier for us to provide an estimate. We have made many changes to our policies based on customer feedback. That feedback is not given screaming at us in our lobby.When this customer arrived, she began by yelling that her dog wasn't complete and explained that she didn't provide us with a pick-up time, and that her dog was severely matted. She said her dog was an outside dog, and that is why it is so heavily matted. When she called at 2:80she said she was picking up her dog. Given that, the groomer chose not to spend additional time dematting the tail, but shaved the part which was heavily matted. The rest of the tail was left. suspect that whatever choice we would have made, would have been the wrong one.The client then refused to pay the higher price, said that she was calling the police which told her was fine, and then accused us of charging the higher price when she finally provided her credit card. I did point out that she neither read the credit card receipt, nor the grooming sheet and she was not happy. I never left the desk, nor slammed a door which is on a hydraulic arm.No one wants to provide a service that does not live up to the high standards of our business. Because we are dealing with dogs, our standards are even higher. But we can't be miracle workers and our groomer spent an inordinate amount of time caring for this dog, ensuring that despite the condition of the coat, it was well taken care of. After recognizing that unfortunately some grooming customers travel from grooming shop to grooming shop complaining about a groom and demanding a refund so that their dogs are groomed for free, we have adopted the policy of no refunds for a groom. For those customers that have legitimate concerns we work with them to come to an amicable conclusion. That is why we have so many positive reviews.

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Revdex.com:
At this time, I have not been contacted by Whole Dogz regarding complaint ID...

[redacted].
Regards,
[redacted]