Response From Dogtopia of Canton
October 15, 2016
Thank you for your feedback. First of all, I want you to be aware that I was very shocked after reading this feedback because I was never informed about Aria's injury. I must not have been working the day you called and I'm not sure who you spoke to, but that person should have apologized to you and made sure to inform me right away so I could have contacted you. It is unacceptable that she went home with an injury that was not noticed at the time or pointed out to you. Unfortunately cuts and other injuries are always a risk with dogs in open play, just as they are at the dog park or any daycare or boarding facilities, because the dogs do play a lot and can sometimes go home with small injuries. That is why we include that risk in the contact that you signed at the time of the evaluation. But, it absolutely should have been noticed and you should have been informed immediately.
The cameras were unfortunately down the weekend that Aria boarded, which has never happened before but it was a tech issue that we tried to resolve as fast as possible. The cameras are back up now and we don't see that issue happening again, but it was not our fault and it was unfortunate for us and all of our clients that had dogs boarding that particular weekend. Due to the cameras being down, though, pictures were supposed to be posted to Facebook every day and they weren't. I was not working over that weekend and the staff that was working clearly dropped the ball.
As far as the harness, the only reason Aria was put in a crate with her harness on was because the shift leader on duty had her ready to go for her early pick up. We never put dogs in the crates with collars or harnesses on, and Aria was only in the crate literally 2 minutes while the shift leader went to check the voicemail since she was still there past her scheduled pick up time. She then went to put her back in the playroom and that quickly she chewed her harness. I did speak to you about what happened and was honest, apologized and gave you a 50% discount which I believed was more than fair.
I sincerely apologize that your overall experience was not positive. As I stated already, my staff did drop the ball in a few ways and I will be handling that immedately. I was not aware of her injury and sincerely apologize that she went home with a cut in a situation that was not handled properly. I will be reaching out to you privately to resolve this matter further.