Nana-N-Paws

So, you are leaving out some very important details, which I explained to you after you once again yelled at, threatened and berated my staff over my policies. For safety reasons, we cannot allow electronic collars, and you were told that several times in the past, but you kept bringing your dogs in with electronic collars. So no, it was not just sprung on you after that fact. As I explained to you, those collars have button batteries in them and if a dog swallows one of those, it can burn a hole in their intestines and cause severe burns, serious internal injuries and/or death. Dogs often grab each other's collars and could easily damage one of those collars. I have to protect all of our guests. Everyone is informed that if you bring your dog in with the wrong collar or without a nametag, you will have to purchase the correct one, It is in the contract you sign when you first come in and it is posted in the lobby. So, we found the least expensive collar that we have and switched their collars, for the safety of them and our other guests. You also forgot to mention that I refunded you the money for the collar and nametag, simply to be nice.
With regard to daycare charges, we care for them for free until a specified time. Any pickups after that time incur a daycare charge. We have to have a cut off time or it gets abused. I pay people to care for our guests, and I simply have to cover our costs. Everyone is also aware of that policy.
Regarding the credit card processing fee, that is also posted at the reception window. As a small business, we simply cannot absorb that cost. So, we had three choices; either at 2.6% to all rates, regardless of how you pay, stop accepting credit cards all together or give people the option of paying with a credit card with the understanding that the cost that we are charged will be covered by the client, since it is a convenience to them and they can always pay with cash or a credit card. The clients preferred to convenience of paying with a credit card and the ones that don't pay with a credit card did not want to be charged more to cover that cost for others. So, we decided to continue accepting credit cards and giving our clients a choice. You were also aware of that in advance. I am very up front with my clients about everything.
This whole thing started because you were upset over having to have the right collars for your dogs. But I know that if one of your dogs was injured because we didn't insist that all clients follow safety protocols. I have to protect everyone, even if it upsets some. As I told you, we love your dogs here and they really enjoyed their time here. But, while this is a good fit for them, clearly it is not a good fit for you. I cannot put our other clients at risk and I cannot allow my staff to be unjustly treated the way you always treated them. I do hope that you find a place that you can be happy with. We will miss your pups.

Jeremy, I know that you are not a client, but rather you are dating one of our former groomers who blames Kellie for her termination. If you continue this behavior, I will turn this over to my attorney and charges will be filed against you both for slander, libel and defamation both for Kellie and for this business.

They did not hang up on you. As I explained to you, your last name is spelled differently and when they searched for your reservation, they spelled it as it would normally be spelled. That is why they could not find it. Once they figured it out, we tried to explain that to you. It really was a simple spelling mistake. But I tried to fix it for you.

Nana-N-Paws Doggie Daycare, Training, Grooming & Sleepover Center Becky, I am sorry that you were unhappy with your experience at Nana-n-Paws. I would like to address each of your concerns, none of which you contacted me about directly so that I could have happily addressed them at the time.

Your mother's instructions were not that he is aggressive and cannot be with other dogs. Her instructions simply stated that he does not like other dogs "getting in his face" a lot. Most dogs don't like that, which is why we do not allow that behavior. If we had be told that he was aggressive or that she did not want him in group, we would not even have bothered to temp test him. More often then not, they behave better her that they do with their owners when it comes to interacting with other dogs. He did great with the other dogs in his group. He never showed any aggression, fear or frustration. He actually enjoyed himself very much and enjoyed interacting with the other dogs in his group.

As far as your pups having food left over; dogs often will not eat a meal or two when they first arrive. This is very normal at any facility. Many facilities will simply throw that food away if it is left in the bowl, for this very reason... incorrect assumptions. But we chose to be honest and save it for their next meal. However, that means that food goes home with them. But food is expensive and I believe honesty is the best policy.

As for the staff not having your dogs attached to their leashes when they bring them to you, that is because our policy is that the owner attaches harnesses and leashes for safety and liability reasons. It is too easy to accidentally attach a leash to a name tag ring, and a then risk escape. I prefer not to take that liability for the safety of the pups.

Occasionally, yes, we do forget to bring up items when pups go home. All items are inventoried and placed on the kennel tag. When the dog is brought up to the owner for pickup, the employee is required to initial that they verified that all items were sent up with them. My policy for my staff is that if they send a dog home without something, they have to bring it to them, no matter where they live. That greatly reduces this mistake and it does not happen very often, so I find it hard to believe that it has happened every single time you have visited.

Regarding canine cough. I NEVER said "well it costs us a lot of more to sterilize and clean after something like this." What I said was that we do everything in our power to prevent canine cough from being here and I buy the best disinfectant available that kills animal viruses and bacteria, regardless of the cost. I even installed in-duct UV air purification systems in each of our HVAC units to kill airborne viruses. I said I have spared no expense to keep this place as safe and clean as possible. When you insinuated that it cost you a vet bill but did not cost me anything, I stated that it actually cost me thousands because I chose to do the right thing and cancel daycare for the week to triple disinfect and break the passing of the batton between exposed dogs. And actually, no its not MY fault your dog's got sick. That is like saying that it is the schools fault that your child came home with a cold. If I were neglegent and knowingly took in a contagious and coughing dog, then it would be my fault. If I did nothing to prevent it, it would be my fault, if I did nothing about it when it hit, it would be my fault, but none of that is true. Since dogs carry it and are contagious for an average of 5-7 days without symptoms and have already spread it before I even know they have it, how is that my fault? If you have some way for me to be able to look at a dog that is not coughing or sick in any way and know that he was at a dog park or pet supply store or walking on a path that was contaminated writhin the last few days and may be carrying that virus, please do share. That is like looking in a classroom full of children and determining which child brough the flu virus in on their hands this morning from something they touched, even though they have no symptoms. If I show you a picture of the dogs that were here that day, could you tell me which one had been exposed to it before they came in? Every single facility has been hit with canine cough and will again. Its no different than children getting sick at school. It's going to happen.

I did offer you a free day of daycare and I did not tell you that I would email it to you. I said I would add it to your account, which I did.

We have clients who come every day, several times a week or at a minimum, several times a year with no problem. We do everything in our power to avoid mistakes, but sometimes we do forget something, and I apologize for that.