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Complaint Details
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Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 27, 2022 we received a call from Pet Paradise ****** ****** ******* that our dog was injured while being boarded. They said his dew claw was injured and bleeding. They would keep on eye on it. In the meantime there was a hurricane coming to Florida. We had our daughter pick up our dog early on Wednesday. Our daughter noticed it was bleeding and swollen. We called Pet Paradise to find out how this happened and to make appointment to see the vet. Since our dog was injured on property **** at Pet Paradise said they would cover vet costs and we would have to cover cost to put the dog under sedation. On Oct. 3 we spoke with **** he assured us we would cover the sedation costs. Then ***** from Pet Paradise called and said **** misunderstood and they are only cover vet fee $48. Our dog gets hurt on property and we now have to pay out of pocket $500. We don't mind paying for sedation, nail trim and heartworm test was added. If you look at invoice they didn't cover the vet fee, we we're charged.Business response
10/19/2022
Good afternoon,
I'm reaching out in regard to the notice below from our client, ****** *****. I have included a brief description of what took place at the resort and how this was handled including communication, treatment, and payment.
***** boarded with us from 9/23 to 9/28. On 9/27, *****'s dew claw was injured from playtime. Our protocols include completing a written health report and providing that to our Vet Service department to complete a complimentary vet tech exam followed by a call to discuss the option of a Veterinarian exam and possible treatment. Our Practice Manager in the Vet Service department spoke to the owner about this injury and was not able to complete an exam for him due to him showing aggression when handling him. Since it was during the hurricane, they offered for him to come back on 10/3 to schedule a sedation and exam for them to clip the nail and look closer. The owner agreed on this plan, he was set to check out the day after (9/28) so we would just monitor to make sure it didn't worsen.
There was no exact root of the injury, however the nails were extremely long, and owner understood with a member of management that when dogs run on our artificial turf, jump on the fences, or on their suite doors, long nails can catch, and this is what most likely caused the injury.
The owner checked out on 9/28 understanding and didn't have any additional feedback other than he would be back on the 3rd for his scheduled exam. *****, our Assistant Manager with our resort department explained that due to us not being able to prevent this injury and that we can't be responsible for his aggressive behavior, we would not be covering the cost of the sedation or treatment but would compensate for the exam fee due to the inconvenience and not being able to pin point how he exactly broke his dew claw here. The owner was very understanding, agreed to this, and ***** departed our facility.
On 10/3 spoke to ****, a new supervisor, and he mistakenly told the owner that we would cover the entire cost of the vet visit. ***** called him back and apologized for the confusion, but the owner understood since they previously came to that conclusion of compensation. Our vet department actually covered for the exam cost, as well as the resort so owner actually was offered two discounts totaling to $96.00 instead of the agreed upon discount of $46 so we actually discounted more than we promised.
His detailed vet invoice is only given to show the exact treatment and detailed costs of services which showed $486.16; however we check out our clients through the resort database called *****, and the charges that actually were processed for the vet visit were $390.16. ($96 in discounts). I have attached all invoices here so you can review as well.
Please contact me if you have any questions or need any additional information on this case!
***** ********
General Manager
Pet Paradise Winter Garden
(p) ************ ext** (f) ************
**** ***** *****| ****** ******* ** *****
Boarding | Day Camp | Grooming
Veterinary Services
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