ComplaintsforCountry Paw's Resort

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worker ****** at Country Paws used a broomstick to pressure my dog ******** from under a bookcase. He was frightened and bit down on the broom handle which caused his tooth to go up into his brain he subsequentially died.

  Business response

  01/11/2023

  We are very sorry for the passing of ******** and the distress this has caused ***********Nothing is more important to us than the health and safety of the dogs placed in our care.
  ******** came with an undisclosed behavioral issue manifesting itself in a fear of and aggression towards males. This condition made basic care for ******** much more difficult.
  Immediately upon the occurrence of Napoleons injury professional veterinarian care was sought.******** was treated as promptly as possible entailing multiple clinic visits with the consultation of *****. All subsequent directions were followed while ******** was in our care. ******** passed a day or two after returning home to his owner.
  Once again we have the greatest empathy for ***** but do not see any other course of action that could have been taken.
  

  Customer response

  01/13/2023

   
  Complaint: 18716644
  
  I am rejecting this response because:

   

  When I called and spoke to ****** he didnt have any sense of remorse or empathy. My Napoleon meant the world to me. I am asking you refund the boarding fee, seeing he didnt eat or drink and stayed in his bed and was suffering, I have suffered as well.

   

  
  
  Sincerely,
  
  ***** Docquois

  Business response

  01/31/2023

  Once again we wish to express our empathy for ***** with regard to Napoleons passing. We understand how this type of situation can be very distressing.
  Our earlier response pointed out that ******** was left in our care with no mention of a behavior pattern that manifested itself with an overt aggression toward males.This condition contributed to the injury Napoleon incurred.
  ******** was immediately taken to an emergency care veterinarian facility for medical attention. This cost was absorbed by Country Paws Resort. The attached video will document the individual care, hand feeding as well as Napoleons positive behavior upon return from the emergency clinic visit. Following direction from *************************** was subsequently taken to a more local veterinarian clinic of her choice for the follow up care needed.
  ********* condition did not deteriorate until after the visit to the local clinic though we at Country Paws Resort followed all medical directives and continued the very personal and individual care displayed in the video.
  Two items stand out from the attached veterinarian documents. First, the recommendation as to the required process to treat the damaged tooth was not followed by ********* local veterinarian possibly causing more stress than necessary.Secondly as to the cause of ********* passing the injury ******** suffered is only speculated to be a contributing factor with the primary cause being a previously undiagnosed chronic renal condition. These findings are supported by the opinion of ********* local veterinarian as well as the lab conducting the necropsy.
  We are very sorry for Napoleons passing and believe we did all in our power to provide the best possible care under the circumstances.
  
  
  

  Customer response

  02/02/2023

   
  Complaint: 18716644
  
  I am rejecting this response because:

   

  This is a response I expected from an uncompassionate hypocrite. When I called and spoke to your worker ****** (who used the broom at a fearful dog), who does that ? there wasnt any remorse or apology. You caused the accident that caused the demise of my friend, companion and world. It doesnt matter if a dog has behavior symptoms he was in a new environment and you accelerated that fear by using a broom to coax my dog from under the bookcase. You lied to me when I called to check on him, you lied to my vet and dont deserve to care for Gods creatures. I again am asking for my monies to be returned, so I can  pay for Napoleons tooth extraction and cremation.

   

  **********************;

   

  
  
  Sincerely,
  
  ***** Docquois

  Business response

  02/15/2023

  We are very sorry that you feel this way. We know that your loss of ******** is heartbreaking. Once again we believe that we did all in our power and followed all direction by you and the medical providers to provide the best care possible. We have provided accurate information throughout each step of this process and in no way misrepresented any of the circumstances.
  We will refund the payment for ********'s boarding as requested. This will be credited to the card used for the original payment.
  Once again we extend our sincerest empathy.
  

   

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