ComplaintsforDowntown Doggie Daycare

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a terrible experience with the business Downtown Doggie Daycare, and owner "Tonja" located at 1825 5th Ave N, St. Petersburg, FL 33713. My dog was attacked at this dog daycare, and sustained numerous puncture wounds - at least five bites on his right rear leg, that caused him to lose the use of that leg for over 4 days. Pls see attached photos. - I suspect that the staff and/or the owner are baiting the dogs in her care. - I suspect that the staff and the facilities are not equipped for over 100 dogs. - I also am certain that her staff has ZERO training in first aid for dogs, for stopping attacks and these statements are backed up by the experience that I am relating to you. - Does this business have insurance? Are the staff trained in first aid? Is anyone qualified to "care" for injured animals? I was NOT notified of any incident by the staff or the owner, Tonja, cell: XXX-XXX-XXXX. I do a check in call when my dog is at the daycare, and I do that every time. I called the owner, Tonja around 11:30am, and was told that there was an incident but the owner, Tonja, repeatedly reassured me that it was "nothing to worry about" that it was a "dog snark" and not to worry. She said her staff was trustworthy and one of them had been with her for 7 or more years, and that "they would know if it was serious". 5 hrs later, when I pickd my dog up, he was hobbling on 3 legs, his eye was bloodshot, he was bleeding & obviously in a lot of pain, barely able to walk. His right rear leg was swollen to about 3x its normal size. I wasn't notified, and the staff and the owner left my dog in that condition for more than 5 hours. This is shocking and heartbreaking to me! - How could the owner, Tonja, tell me that nothing had happened and reassure me that there was no incident when clearly my dog suffered more than 5 bites? - How could her staff do nothing, lv my dog bleeding, hobbling, in pain, w/out contacting me? The whole point is that they are a "dog DAYCARE center"!

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/29) */ Tonja I. Downtown Doggie Center 1825 5th Avenue North St. Petersburg, FL 33713 727-851-8400 January 24, 2022 RE: Better Business Bureau Case # ******** ****** ******** Dear Sir or Madam; I am in the receipt of the complaint filed by ****** ******** regarding an incident that took place at my facility. First. the claims of 'dog baiting' are so outlandish they merit no response. As to the other claims, Ms. ******** first used our services last summer, for just a few visits. It was brought to her attention then that her pets social skills were 'rusty' and that he was easily over stimulated. To his credit, and that of my staff, we were able to get him in a calmer group for socializing. Very shortly, Ms. ******** relocated no longer required our services. Upon her return, we were excited to welcome him back into our groups. The morning that she brought him in she explained to my manager, Adam, that he should keep an eye on him because he 'has been getting kind of aggressive'. He was very amped up and excited. Adam made the decision to give him a slow entry, basically 10-20 minutes to calm down a bit before starting with a small group. Adam put **** into his own group so that he could monitor as **** got reacquainted with playmates. He began trying to hump some of the other dogs. He was corrected by Adam several times. He was redirected several times. One of the dogs growled at **** as he tried, yet again, to hump him, and **** went for him. **** was the aggressor in this incident! The other dog, under attack, reacted. It is worth adding that the other dog has attended my facility for all of his 3.5 years and has never had an issue before, or since this event. Both dogs received minor injuries. I am aware that Ms. ******** feels they are not minor, but even her attending veterinarian suggested no treatment other than medication. No stitches. No drains. No surgery. No hospitalization. Just a prescription. The other dogs injury were also minor. The reason there were not significant wounds to either of these large pit bulls in the midst of an altercation is a direct result of Adams knowledge and expertise in handling dogs. He was immediately able to separate the dogs and prevent serious injury to either, or the other pets in that group. Adam checked both pets for serious injury, cleaned the minor wounds and called the parents of the pets. He was unable to reach Ms. ********, and left a message. He put each dog in a "sleeping/boarding area". This is an area generally only used at night for Rescue or boarding dogs, each area has a couch or bedding. He also called me and related the incident. When Ms. ******** returned our call, I related that her dog had been humping and snarked at another dog. I let her know that his injuries were minor. Later that night Ms. ******** contacted me, very upset saying that her dog was badly injured, having trouble walking and bleeding everywhere and needed to see a vet for stitches. Im not in a position to say what was happening at her home, but in the hours before she picked him up he did not leave so much as a smear of blood on his bedding. She told me she had sent her vet photos and that **** would require stitches. I was not in a position to doubt her, so I assumed it to be a more serious injury. (We learned later that it was not, and did not require stitches). Although we have a signed customer agreement that clearly states the OWNER responsible for all vet bills, I agreed to pay for his vet visit. As well as any medication he might require. Because I still believed he was more seriously injured, as that is what she told me. That same evening she sent me a copy of the vet bill The vet did a simple exam and gave her antibiotics. No stitches, no drains, no wound treatments...just a simple exam and meds. Only $211.00. But then Ms. ******** suggested I make the check for more...'to show how sorry I was'. On Friday evening I wrote a check for $300.00, and put in in the stack on my desk for the mail man. Saturday morning she requested a copy of the check. She then demanded at least $600.00...unless I wanted to her to 'pursue this in the courts'. When someone starts tossing around words like courts and litigations, I feel threatened. She told me she had spoken to her attorney and he would be in touch by the following Friday. I then called our attorney who advised me to hold the check and wait to hear from Ms. ********s attorneys. Because we are a business, our mailman does not come into the office unless he has a delivery, especially on Saturday. The check was still on my desk, so I pulled it and texted her that all further communication would need to be through the attorneys. When she contacted me a week later, still wanting a check, I explained what our attorney had advised. She became angry, called me a bunch of nasty names, threatened my business reputation, sent F&*k You emojis and blocked my number. I was willing to pay her vet bill, not because we were in any way negligent, but because I agreed that although still minor, his injuries were more than I communicated to her. What I did not agree to was being extorted. I did not agree to having my staff and stellar reputation slandered. I did not agree to threats of a lawsuit if I didn't meet her extortion demands. Nor do I agree to any of it now. I have proudly operated this business, and its associated rescue for more than 11 years. We have provided reliable, knowledgeable and compassionate care for thousands of pets over the years. Just as we did for ****. We are randomly inspected by Pinellas County Animal Services several times per year, and have never had a single issue or violation. We are licensed, by both the county and the city. We are insured, both general liability and workers comp.. Our staff is trained for more that 6 months before they are ever allowed to work alone with a group. Over half of my staff has been formally trained in Dog CPR and first aid. Our staff to dog ratio is between 1 to 6 and 1-10 depending on the number of dogs in attendance- Much better than the industry standard of 1-20. Dozens of local rescues are supported by my teams knowledge and expertise by our evaluations and determinations of adoptability for their dogs each week. Several local trainers send their clients to us for help with socialization or behavior modification. Local vets bring their pets to us. We are a highly reputable company, providing excellent service to both the people, and the pets of our community. I look forward to cooperating with whatever resolution process this requires. As I have never had an inquiry such as this before, I will trust you to notify me of what, if anything, I should do next. I can provide a signed copy of Ms. ********s client agreement, the entire transcript of text messaging between Ms. ******** and myself, copies all licensing, and proof of insurances, should you require them. Should you require anything additional, please do hesitate to contact me. 727-851-8400 Cordially, Tonja I. Director Downtown Doggie Center Consumer Response /* (3000, 8, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tonja, NOTHING excuses your staff, or you, for leaving my dog wounded, IN PAIN, and BLEEDING for OVER FIVE HOURS. You are supposed to run a dog "daycare" -- nothing excuses you or Downtown Doggie Daycare Center from that one truth. MY DOG WAS DRIPPING BLOOD AND HAD MULTIPLE OPEN PUNCTURE WOUNDS when I picked him up at your "daycare" five hours after we spoke on the phone, and you telling me he was "fine". NOTHING excuses that. Per your reply: - Can you provide proof that your business is both licensed and insured, and was at the time of the incident on November 13th, 2021? - Can you provide proof of any CPR and first aid training you and your staff have received? Can you provide proof that staff and yourself are current in any first aid training and animal care certifications? - Can you provide proof verifying your staff, that was present at the time of the attack, and were present, had any animal-specific first aid training? - Can you provide proof that any such first aid or care was given to my dog on the day he was attacked and left bleeding and wounded and in pain for over 5 hours??? - Can you provide the names of the vets who leave their animals in your care? I'd like to reach out to them. Tonja, YOU, as the business owner, in a call, personally, told me that there was "no problem" and that my dog was "fine" "nothing to worry about" -- which, to me, makes you a liar and an untrustworthy business person. Is it any wonder that I was enraged enough to call you a liar, which you have proven yourself to be over and over, especially with your reply here, but to state that I used "harsh words" is false. In fact, I have been nothing but patient and communicative with you. When you offered, in writing on Friday Nov 12th, 2021, to pay the vet bill, and said, on Sat Nov 13th 2021, "If you have additional bills, please forward them." I took you at your word. But you have provent to be both a liar and someone who runs a shady business pretending to care for animals. ***Screenshots of our text messages are attached, in case you need a reminder of your constant lies. You said in a text to me on November 24th about your staff: "heads are gonna roll. I am so disappointed"... what actions did you take after this incident to better prevent future animal negligence on the part of your staff and business? Since you admitted to NOT being present at the time my dog was attacked and left by your careless staff; - can you state the amount of time you ARE present, and that you have a good grasp of what goes on at your business? - Do you ever spend time in the area where the dogs are kept? Or do you just spend time in the very dirty reception area? AGAIN, NOTHING EXCUSES YOUR BUSINESS AND EMPLOYEES FROM THE NEGLIGENT, UNCARING, INHUMANE BEHAVIOR that you showed my dog. NOTHING. YOU withheld payment after promising "it was in the mail" -- And let me be clear, I don't need your money. I make $122/hour, full-time as the employee of a large tech company -- what I was hoping for, is that you would do the right thing and be true to your word. You prove to be the opposite, over and over. Yes, I asked for more than the amount -- I have my reasons. You however, said you mailed a check and did not. A week later, I was still furious and upset about the LACK OF CARE and CONSIDERATION SHOWN my dog, and still had not received the check. Is there any wonder that I would resort to "threaten" you with being sued? I was very upset about what happened to my dog and the LACK OF CARE AND RESPONSIBILITY SHOWN TO MY DOG, at YOUR business! YOU have had months to do the right thing and have used every excuse, including me as the reason, not to do the right thing by me and my dog. I stand by my words, Tonja, you are a heartless, lying, loser who runs a shady business.

*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. ↩