Complaints

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I are writing to you regarding a dispute for money owed ** *** ********* ********* *** ***** *** ******* ****** *** Winnipeg, Manitoba *** ***  We made reservations for our dog ****** to stay at The Pawsh Dog from Friday, September 2 at 10 am till Tuesday, September 6, 2022 at 6pm. We dropped ****** off on the Friday morning at Pawsh Dog in fine health, he has no interactions with any other dogs. On Saturday we got a call (********* ********) from Amber at Pawsh dog. ********* ***** ************ **** **** * ** **** ** *** **** ** ***** ******* **** *** ***** **** ** *** *** **** ** * **** **** **** ***** ****** * ** **** ******* ********** ****** **** ** *** **** ***** ***** *** ******** ***** ******** ***** ****** ** *** * ***** ******** ** *** **** ** ** *** ************* ** *** **** ******** ** ** ***** ** **** ******* ********** ******* *** ** *** ******** ** ** **** ** **** **** ****** *** ** * ** ***** ** ***** *** ** *** **** **** ** **** ** ***** ******* ** ** ** ** *** ****** ***** ** *** ***** **** ** * **** **** ** **** ****** **** ** ******** **** ***** ******* * ** ******* *** ** *** *** **** *** *** **** *** **** *** ** ** *** ** ********* ******* ** **** *** **** **** * ***** ****** ***** After ****** was brought to the vet Amber said it was not clear whether the infection was due to a dog bite or an abscess tooth so she suggested they bring him to their vet on Sunday. There was no confirmation from that visit either as to the cause of the puncture under the eye. Amber was then defensive with us afterward and indicated we may have to pay the vet bill. We told her we did not agree with this as his injury was caused at their facility so Pawsh Dog should be liable. On Monday, Sept 5 we sent a text to Pawsh Dog ** **** ** **** ** **** **** ***** **** *** **** *** **** ** ******* ** ****** ********* When we arrived within the hour we paid the bill for the hotel stay, there were no other charges on the account. As far as we were concerned everything was settled and paid. When they brought ****** out he began coughing. They didn’t mention that as well as being injured and on medication he contracted Kennel Cough while in their care. We brought him into our vet for treatment of the Kennel Cough and we paid for it. We had no further contact with Pawsh Dog for 6 months until we called in February 2023 to book ****** for grooming. I was told our account was flagged at that time so we requested to have Amber from the Taylor location call us. ** ****** *** * **** ***** ** **** ******** * ************ ** ***** ** ***** *** **** *** ** ******* *** ******** **** ** ***** *** ** ******** ** ***** **** ***** *** ***** ******* ******** *** **** ******** *** ** ***** ******** ** *** ******* ****** ***** *** ******** ** ******* ***** ******* * ******** *** ***** *** ********* ** **** ******** ** ***** ****** ** ** *** *** *** * ******* ** ** *** *** * ******** ****** ** ******* *** ******* **** ** ***** *** ** ******** ** ***** **** ******** ***** ********** ******** *** ***** *** **** **** ********* **** * *** ****** ** ******** *** ******** **** *** ******* **** ***** *** *** *** **** ***** *** * ******** ****** ** ******** ****** ***** ****** ********* ******** *** ********* ** ******* ******* ***** *** *** *** ******** ****** *** ***** **** *** ***** ** ******** ***** *** ******** ****** *** ** ***** **** *** ** ***** ****** ** *** **** ** * *** ** ** ********* ***** **** ******** ****** **** **** ***** **** ******* *** **** ** ******** **** *** ***** ** ***** ********* ****** *** ** ****** ** ******** **** ** *** ******* *** *** **** ***** *** ****** ***** ** **** **** ****** *** **** * **** ********* *** ** *** ****** ** ******** ** ** *** ********* ** *** ***** *** ***** ******* *** ****** ** **** ** ***** *** ***** **** * ******* ***** *** ** **** * ****** * ****** ***** *** ***** *** *** **** ***** *** ***** ********** ******* * ***** *** *** ********** ******* *** ***** *** **** ****. We had thought this was all resolved as they themselves admitted this incident occurred under their care. T*** ** **** ******** ******** *** we do not feel we should be liable for any fees beyond the hotel fees already paid because he was wounded while in their facility. ****** ****** ** **** ****** ********** **** ************** * ***** ******* ** ******** *** ********* ******** *** *** ***** ********

  Business response

  21/06/2023

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by Ms. Tina ************** and Mr. Louie ******* regarding their pet, ******, who stayed at our facility from September 2 to September 5, 2022.
  
  We take all concerns raised by our clients seriously and would like to provide you with the chronological details of the incident and evidence supporting our position on the matter. ****** was discovered to have a swollen face with pus leaking from under his eye on September 3, 2022. We promptly took ****** to ******* ********* ********** ****** for examination and treatment. The attending veterinarian discovered an infected puncture inside ******** mouth which had progressed into an abscess.
  
  The veterinarian conclusively determined that the infection was present for over 48 hours prior to the examination, indicating the injury occurred before ******** stay at our facility. Furthermore, upon Ms. **************** request, we took ****** to ******** ********** ****** on March 4 for sedation and re-examination of the wound. The veterinarian at the second clinic corroborated the initial assessment, confirming that the injury inside ******'s mouth was over 48 hours old at the time of the first examination. Throughout both visits we were in correspondence with Ms. ************** with regular updates and check ins.
  
  In light of these facts, we maintain that the injury and subsequent infection occurred while ****** was under the care of Ms. ************** and Mr. ******* and not during his stay at The Pawsh Dog Inc. Nevertheless, we have already paid the invoice for ******'s veterinary treatment amounting to $******. As the injury was determined to be pre-existing, we kindly request that they reimburse us for these expenses.
  Regarding the allegation of ****** contracting kennel cough while in our care, we have ******** *** agreements that our clients sign before services are completed whilst in our care. This will provide more detail about kennel cough relating to our facility. We have also ******** the signed agreements for our general release form and our hotel agreements which outlines our policies and procedures which the ********* did sign.
  In conclusion, The Pawsh Dog Inc. has always prioritized the well-being of our clients' pets and ensured they receive the best possible care. In this particular case, we can confidently ascertain that the injury and subsequent infection occurred before ******** stay at our facility, as confirmed by two independent veterinarians. As such, we cannot be held responsible for covering the cost of the veterinarian visits or reimbursing for the hotel costs of the services rendered.
  We trust that this clarifies our position on this matter. ****** *** **** *** ********* ** **** ********** ************ ****** ** *** ******** ** ******* ***
  
  Sincerely,

  
  Rhiannon ****
  Director of Operations
  The Pawsh Dog Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩