ComplaintsforThe Zuri Pet Spa and Resort

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my thee dogs to Zuri in ******************** to board while our family went on vacation. Prior to booking this reservation we went into the San **** location and explained that our boxer had difficulty standing up on his own and would need assistance to stand up by lifting his harness and then he would stabilize and could walk on his own. They acknowledged and recommended that I pay an additional $20.00 for one on one time which I agreed to.in addition to upgrading to the deluxe suite for the three dogs to board in. We registered the dogs on site at the San **** location for the ******************** location after confirming they could accommodate all three dogs and Beemers special accommodations. They told me that a report card and pictures of the dogs are posted every couple of days to update us on our dogs.I dropped ****** off on Tuesday morning May 30, 2023. On Friday morning I called to check on our dogs. The receptionist told me that it was noted in the computer that ****** has not eaten in three days and that he was urinating on himself because they were not able to pull him ip to assist him to eat and to go to the bathroom. I explained to them again that all they needed to do was gently give a little pull up and that he would be able to take it from there. I explained to her that he walks three times a day at home,6 blocks each time and asked about his one on one that I had paid for. I asked her why no one had called us to inform us that ****** had not eaten|in three days now going on four?The receptionist did not have an answer for this but said she would let her manager know of my concerns. I called our son and he drove over to Zuri to check on ******. He was allowed to take ****** outside for a small walk. He called me and told me that ****** smelled of urine and that his side and belly had urine all over it. He also felt that ****** seemed a little weak. He spoke with the receptionist and she assured him that they would clean him and remove the urine from his fur and belly and would assist ****** and help him get to his food and water.later that evening I received a call from ***** telling me that we needed to come over and pick up because we did not want to listen to him and that quite frankly he was tired of leaning urine off of ******. I explained to him that we were I. Ireland. He wanted ****** transferred to a Cll of his own away from his siblings and of course for an additional charge. I agreed to have him moved. The following day, my son checked ****** out of Zuri. He took him to his office where ****** drank an extraordinary amount of water. He felt he was dehydrated. He then took him to the private home where my daughter;s dog sitter lived as they agreed to have ****** stay with them. Later that evening they called us and felt that ****** was not doing well. We ad,Ed him to take ****** to the emergency vet. The vet after several tests determined he was dehydrated to a point that his kidneys were shutting down and that his calcium levels were really high causing him extreme pain. They had to euthanize our eautiful dog that evening while we watched on zoom due to Zuris neglect our our dog ******. I want others to know of this so this goes mot happen again and I would request a refund for his stay and for the vet bills and euthanizing.

  Business response

  06/19/2023

  We communicated several times that ****** was having issues getting up. Their son told us he will get up when hes ready. We carried him outside several times to walk. He would walk for a short time and then not want to walk anymore. He was being hand fed and hand watered as he did not want to get up to eat or drink on his own. We suggested separating from siblings as the siblings had knocked him down several times. We put in a special mat to help him stand while we awaited an answer regarding owners picking him up. Our night staff spent hours with him around the clock. We felt he was too medically fragile to be boarding with us and requested he be picked up.  We suggested vet boarding as they are equipped to handle medical issues. All of our staff spent immense amount of time with ****** sitting in his room with him. This has been an upsetting experience for all of the staff and felt their son did not want to deal with it.  Our staff has known ****** since 2015. *** and ***** were two of the staff members caring for ****** that had known him for many those years. We have always cared for these dogs like our own and expressed our concerns early on.  It is upsetting to be accused of these things after so many years of caring for the Barag dogs.  
  In regards to vet bills, they can be sent to ****************************** They will be reviewed and responded to in 5-7 days. 

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