ComplaintsforGood Mojo Dog Manor

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 18th my family & I dropped off our 4 healthy labs at Good Mojo Dog Manor. Days prior they went to their primary vet and got updated vaccines & bloodwork & were given a clean bill of health. Our 4 labs were staying at Good Mojo Dog Manor for a total of 10 days. A few days before we were leaving from our vacation to pick up our dogs Good Mojo Dog Manor called my mother and told her 1 of our labs **** had a slight cough & a fever & he would be placed in quarantine. We called & checked on him everyday & were told it was just a cough and a slight fever & they would continue monitoring him. We then got a call that they had brought him to Veterinary Emergency Center of Manchester with a cough, fever, & runny nose & he would now be hospitalized. They knew **** was immune compromised and waited days to get him medical attention. **** was then placed on oxygen, a feeding tube, catheter, iv antibiotics, fluids & was in critical care where he was diagnosed with viral pneumonia. We immediately called Good Mojo Dog Manor and informed them of ****s condition & diagnosis of viral pneumonia. They have not shut down their facility to deep clean & sanitize it and did not notify any current and or new clients that they have an outbreak. The next day we go to pick up our other 3 labs from their care. They all had green discharge and crusty eyes. Later that night we rushed them to the VECM & they were diagnosed with viral pneumonia as well. When informing Good Mojo Dog Manor they were all sick with viral pneumonia. They deny having any outbreak & are not notifying any current & or new clients about the viral pneumonia all four of my dogs have & will not be shutting down to clean. They are a neglectful and awful facility that is not taking accountability & the proper steps to ensure there negligence does not kill anymore pets. This morning at 3 am my family and I had to burry our best friend **** ****. He should still be here if not for the negligence by Good Mojo Dog Manor.

  Business response

  09/07/2023

  Dear **** Family,
  
  Our deepest condolences are with you and your family during this very sad time. Everyone at Good Mojo understands and shares the love pet parents have for their dogs— it's why we do what we do. 
  
  We understand you're grieving and it's natural to want to blame someone. However, you and your friend's attacks on our small business and individuals are unfounded as we do everything we can to ensure each guest's safety, including:
      Vaccination protocols that far exceed the state requirements
      Cleaning protocols exceeding industry standards
      State of the art air purification system
      Ongoing staff and manager training
      Our staff are all pet lovers, trained to observe and respond to the needs of pets. That's how we determined **** required veterinary care. 

  
  When **** started coughing, we followed veterinarian-recommended protocol, which you agreed to and appreciated when we notified you. Based on the incubation period, it's very possible he'd been exposed prior to coming to our facility, particularly because he had been in the vet's office two days before coming to us. Because we were observing ****, as soon as we determined he had a fever, we immediately took him to the emergency veterinary facility. Unfortunately, because he had a pre-existing, underlying condition and was immuno-compromised, he was unable to fight off the virus. Due to the proximity in your home or in our facility, your other three dogs showed symptoms of a doggie cold as well. We're very glad they're home and doing well and hope you have received our care package for them and flowers for ****.
  
  **** and your other dogs were the first dogs in our facility who showed any symptoms. We are now aware that there are numerous cases of canine upper respiratory illness in our state.  VECOM has informed us they are seeing cases from all over.  We of course have since made all clients and pet parents of dogs staying with us aware of the virus. And, we remain in constant communication with local and national veterinarians. The data shows otherwise healthy dogs will weather the virus fine. It's incredibly sad **** did not, but I hope you will someday agree we did everything we could to ensure his well-being. 
  
  I hope you find peace as soon as possible. I remain available for any questions you or others may have.
  
  Deniece J******, owner of Good Mojo Dog Manor

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