ComplaintsforWoofdorf-Astoria Dog Hotel & Day Spa
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Complaint Details
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Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 23,2021 Nala and ****** (our dogs) were dropped off for an extended weekend while I went out of town with my wife. We then picked them up September 29, 2021 at around 8am. ****** our black lab was very weak and shaky at the knees. We were told that ****** and Nala had been running around all morning, so we thought nothing of it. At home he became very lethargic, and around 2:30 pm he finally drank some water, within 15 minutes he throw up. As I was cleaning it up I saw it was a rat carcass. I immediately called and asked about there rat problem. They assured me that they have mouse traps around the building but don't use poison so he should be ok. My wife has tried calling back with no answer and has left voicemails. We have yet to receive a call back. This is business that my wife's family has been using for 10 years with no prev issues. Aside from an apology, we feel we should be refunded some/all of our fee considering they failed to sufficiently watch/care for our dogsBusiness response
10/13/2021
The Woofdorf-Astoria Dog Hotel & Day Spa Response:
1. ******************************* Statement: We then pick them up on September 29, 2021, at around 8 am.
The Woofdorf-Astoria Dog Hotel & Day Spa Response:
Our records show that Nala and ****** was picked up on the morning of 9/28/2021 at 7:52 am.
2. ******************************* Statement: At home, he became lethargic, and around 2:30 pm he finally drank some water, within 15 minutes he throw up.
The Woofdorf-Astoria Dog Hotel & Day Spa Response:
Both Nala and ****** left the facility with no unusual behavior or health concerns.
3. ******************************* Statement: As I was cleaning it up I saw it was a rat carcass.
The Woofdorf-Astoria Dog Hotel & Day Spa Response:
We do not have rats. We have had mice in the past, which we have addressed with mice traps. In addition, on 9/30/2021, the owner shared how ****** threw up a mouse after return home from the boarding, not rat.
4. ******************************* Statement:My wife has tried calling back with no answer and has LEFT voicemails. We have yet to recieve a callback. Aside from an apology, we feel we should be refunded some/all of our fees considering they failed to sufficiently watch/care for our dogs.
The Woofdorf-Astoria Dog Hotel & Day Spa Response:
* The owner of Nala and ****** spoke with Woofdorf-Astoria Dog Hotel & Day Spa staff (*****) a5 5:53pm on 9/28/2021 the day Nala and ****** left.
*The Woofdorf-Astoria Dog Hotel & Day Spa staff (****) returned ********************* phone call 9/29/2021. She explained the owner of The Woofdorf-Astoria Dog Hotel & Day Spa had a family emergency and would get back to her on 9/29/2021 of 9/30/2021.
* On 9/30/2021, in goo faith, *************************** the owner of the Woofdorf-Astoria Called *********************, the owner of Nala and ******. **** shared how ****** threw up a mouse after returnhome from the boarding. The owner made no mention of a rat. **************** Shared how they use mouse traps not poison for the safety of the dogs and offered a full r r refund for both Nala and ******.
* On 9/30/2021, in good faith, ***************, the owner of the Woofdorf-Astoria Dog Hotel & Day Spa sent a full refund check for both Nala and ****** to the owner. The check number is 7272.
The Woofdorf Astoria Dog Hotel & Day Spa made every attempt to act in good faith to the owner of Nala and ******. We do to all of our customers.
Best regards,
***************************, Owner/President
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.