ComplaintsforKarnik Pet Lodge at Central Avenue, LLC

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We witnessed our dog being aggressively handled by an employee on the live cameras at the facility on Friday October 15th around 1pm. I immediately called the facility to report what I had witnessed. I had a family member pick up our dog the next morning because we were out of town. During the phone conversation with the employee on the phone after the incident, they revealed to me our dog had been injured with a puncture wound by another dog on the 10th of October and they shared that information with a non-employee that wasn't approved by myself or my husband to know any information about our dog. They also did not call us to tell us about the incident because "they decided it was best not to worry us." We believe the employee who was physically aggressive to our dog should be terminated and that we should get a refund for their pure negligence and dishonesty. Including them discussing our dog's situation with someone not authorized by us.

  Business response

  11/30/2021

  Business Response /* (1000, 11, 2021/11/19) */ Karnik Pet Lodge has been in business since 1973, and in those almost 50 years of service, we have always understood that every client of ours considers their pet a family member. This consumer chose to lodge their pet with us because one of their family members highly recommended us to them. That family member and Karnik's General Manager, together, chose not to reach out to the consumer unless medical attention was needed. The pet's needs were fully taken care of, so we did not reach out to the consumer. We take the health and safety of each pet very seriously, and therefore, the management team at Karnik has also reviewed the camera footage with the employee in question and have addressed the situation internally. As a good will gesture, we would like to offer a $100 Gift card to this consumer's favorite Groomer or Pet Store. Consumer Response /* (3000, 13, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The incident was discussed with a family member that was not the one that recommended karnik and was not approved to make decisions on our behalf. This entire situation has been handled completely unprofessionally by the business. We do not appreciate the gaslighting.

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