ComplaintsforElite Paws Pet Resort, LLC

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident: February 16, 2022 Amount paid to Elite Paws Pet Resort: $241.00 Pet Boarding committed to providing: Each dog will be exercised in the grassy outdoor fenced play area throughout the day (at least 4 times per day) or the indoor play area, while supervised by our staff. We also offer individual play sessions, twice a day feeding, each dog stays in a heated and cooled "Dog Suite" with doggy cot, blanket, food and water dishes. You're welcome to bring additional bedding if desired. $42.00 per day for both dogs in the same Suite.Nature of dispute: My dogs were dropped off on Friday 2/11 and picked up on 2/16 which equals 5 days - where does $42 a day equal $241? When I got the dogs home it was noticed that my female had raw, red skin on her hind "knees" and a red rash on her stomach and my male had pick irritated skin on his stomach. I called the Owner, ******* and she kept repeating herself that she honestly doesn't know what happened and suggested that maybe the cots. My reply was "that is why I sent them with 4 blankets to lay on the cots and why was it not noticed on a white, short haired dogs that there were red/pink discolored skin? All she kept saying was "honestly, I don't know."

  Business response

  03/28/2022

  Aja'*****************,

   

  We here at Elite Paws Pet resort have responded to ******************************* complaint. She has become verbally abusive with us. I have reached out to pay her veterinarian to pay her ****, however I was told she never took the dogs in. 

  Yes we missed the bumps on the belly, which was more even likely caused by Zeena belly crawling across the artificial grass. As for the red spot on the ankle, that was not seen by the young lady that took Zeena out or by the owner. When Zeena and Zues were outside Zues would bite at Zeena's rear legs. They do play aggressively with each other. 

  ******************** has and continues to slam us on social media. I have reimbursed ******************** for her pets stay here and sent her an apology letter.

  As for not responding to letter letters they were i the promotion box and I do not usually check that.

  I do not know what else I can do regarding this matter.

   

  Thank You,

  *********************

  Office Manager

  Customer response

  03/29/2022

   
  Complaint: 16779234
  
  I am rejecting this response because:

  I do not have a record of an offer to pay a vet ****.  A phone call was made to my vet and they stated it was ok to use the entederm ointment prescribed at a different vet visit.  Elite Paws has a conflict of interest with my vet as ******* was an employee at my vet.  I did receive a letter of apology and refund of my money from Elite Paws.

  I was verbally abusive?  There is a difference between "firm and direct in an attempt to get a direct answer to my question" and being verbally abusive.

  When initially talking with ******* about the injuries, never once was it mentioned, or in any other type of communication received, that Zeus "bites at Zeena's legs while playing aggressively."  As the pictures show, the marks on Zeena's stomach and legs do not reflect "bite marks" so using that excuse is not acceptable for me.  Of course they play aggressively, they are pit bulls and still young, they do it at home all the time, but I NEVER have injuries with either dog.  This is yet another attempt to "divert the attention" off Elite Paw's inability to admit wrong, i.e., pride and arrogance.

  The worst thing about this whole issue is that had Elite Paws, not tried to hide, make excuses to deflect the responsibility from them, and displayed prideful arrogance about this issue.  It wouldn't have had to go this route.  I understand that, just like accidents happen at a child daycare, likewise at a dog daycare.  But their inability to be humble and admit their negligence and not disclose but use make excuses about Zeena's injuries provoked doubt about everything else about Elite Paws.

  As far as I'm concerned, this is a "resolved" issue.

  
  Sincerely,
  
  *****************************

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