Kalyn M [redacted] Operations Manager A&S Wilderness Kennel INC [redacted] October 26, RE: Response to Complaint ID # [redacted] To whom it may concern: Please accept this statement as a response to Complaint ID [redacted] submitted by [redacted] involving her Pomeranian KenzieOn September 26, [redacted] checked in Kenzie for boarding at our facility with the pickup date of September 26, in the morningAs per our usual procedure I confirmed contact information, pickup date, feeding instructions, allergies and aggressionAfter the information was confirmed I took Kenzie into the small dog room and got him set up in his indoor kennel, [redacted] left the facilityOnce Kenzie was settled in his indoor kennel I placed his personal kennel on top of the indoor kennel for storage during Kenzie's stayI typically do not work Saturdays and Sundays and I was not working the Saturday and Sunday (September 24th and 25th respectively) however I did check in overnight and during the day via our security camera remote app and received end of shift notes from the employee working— no concerns were notedOn Monday September 26th I let Kenzie out of his indoor kennel to his outdoor run — no concerns were notedAs per usual I continued to let all of the dogs out to their respective runs and proceeded to clean the facilityAs I reset Kenzie's run there was no urine or odor on his paper, blankets or off floor dog bed [redacted] came to pick up Kenzie before 9AM, paid cash for the boarding totaling $Once the transaction was finished I went to let Kenzie out of his outdoor run to run up to [redacted] who was waiting in the office for him [redacted] then picked up Kenzie and greeted him with kisses and cuddles before placing him in his personal kennel that was now in the office and leaving the officeNo mention of urine covered or urine smell was disclosed prior to leaving the facilityAt 11:AM on September [redacted] had called and left a voicemail requesting a call back in regards to KenzieI returned her call in the early afternoon [redacted] expressed her disappointment in the condition of how Kenzie was returned and that she had to bathe and groomed him herself'I apologized as I had not seen any urine on Kenzie and that I had not physically touched him yet today as he had gone home before we bring the dogs back in to their indoor runs and he had left before their individual play timeI also explained that I would be mentioning this to the new employee who was working on the weekend as there was another client who spoke to me about their dogs to ensure this does not happen going forward, that this is not our practice and thanked her for bringing this to my attentionThe phone conversation ended.On September 29th at 3:20PM [redacted] called and left a voicemail requesting a call back regarding Kenzie and "the vet had said Kenzie was in a dog fight, had lost a tooth, his face was bit, he has hair missing and was definitely in a fight" as per the voicemail [redacted] leftI had called back and spoke with ***; she was currently at the vet clinicI got information from [redacted] about Kenzie — that he was a 7yr old Pomeranian, she had brought him in to the vet because he had started limping, he had puncture wounds allover, hair missing, teeth missing and three teeth looseI asked [redacted] to request a copy of the veterinarian's exam notes including the exam findings and what the doctor suspects happened as well as an estimate for the required work and forward them to me forreviewI also stated that I will be speaking with the employee working that weekend and reviewing the surveillance footage and once all documents have been reviewed I will contact her to discuss further [redacted] agreed and phone conversation endedAt 5:50PM I received by email the procedure estimate with the receipt request and at 5:51PM the examination report.On September 30th I spoke with the employee that was working the weekend Kenzie was boardedThe employee stated no concerns with Kenzie, he had no physical interaction with other dogs, went in and out of the kennel and run with no issues, had spent most of his time lying either on his indoor or outdoor off floor bed and that his personal kennel was not inside his boarding kennelI reviewed the four surveillance camera footages of Kenzie and the statement from the employee matched with what the surveillance footage showed — Kenzie was in no physical interaction with other dogs, entering and exiting the kennel and run with no issues, laying on the beds and Kenzie's personal kennel was not in his indoor kennel at any time during his stayThere was no area of concern on either of the four camera angles — two viewing the small dog room, one viewing the office and one viewing the small dog outdoor runsI reviewed the examination notes and the procedure estimates [redacted] had forwardedBoth documents had no note of any trauma, abuse or neglectThe examination had noted there was moderate calculus, two incisors loose, incisor missing, mild swelling on the right muzzle and hair scuffing on right nasal bone —no lesionsA dental was recommended and booked for the following weekThere was no note of puncture wounds, limping or other bodily disturbancesThe procedure estimate was for a routine dental cleaning — the extractions of the loose incisors were not included in the procedure estimateAfter I reviewed the footage and the documents [redacted] submitted, I met with Sally E [redacted] to discuss how to proceedWe agreed that based on the surveillance footage and the documents submitted, we were not prepared to reimburse the $for the boarding or pay for the recommended dental cleaningAround noon on September 30th I called and spoke with [redacted] regarding the findings and our decisionsI explained to [redacted] that based on the documents submitted and the surveillance footage we are not prepared to reimburse for the boarding or pay for the dental cleaning as we are not responsible for routine dental workI went on to explain both the exam and estimate have no note of trauma, abuse, neglect, puncture wounds, dog fight and that the exam findings are consistent with that of a 7yr old Pomeranian with moderate calculus build upI explained that with my veterinary background I am aware that with moderate calculus build up, loose or missing teeth is common with the level of dental disease presentThe missing incisor (103) is locate on the upper right side of the muzzle and could be irritating Kenzie causing the mild swelling and for him to rub on the right side of the muzzle causing hair lossI advised [redacted] that if she wanted to learn more about dental disease she could visit her vet or the [redacted] to learn more*** replied back that she brushes Kenzie's teeth every day, he had no missing or loose teeth when she dropped him offI then asked when Kenzie's last vet visit was, [redacted] replied last year, I explained that even within a year dental disease can progress quickly especially in small breeds [redacted] I reiterated with the surveillance footage and with the information she presented me there is no evidence or findings of any sort of mistreatment to KenzieI offered to set up a time for [redacted] to view the footage in officealso explained that Kenzie's personal kennel was not in his indoor kennel at any time during his stay due to safety reasons eg) impalement, strangulation due to getting collar caught and in case of a fire - as I do with all dogsAny of the urine in the kennel would have occurred after Kenzie was picked up, if Kenzie urinated in the kennel on the way home, he would have urinated on his blankets and unfortunately consequently himself as well [redacted] argued back that Kenzie is years old and does not pee in his kennelI tried to reason that dogs of all ages and breeds urinate sometimes if they get excited even if they are house trainedAt this point [redacted] was getting very heated and started saying that she was [redacted] taking it to court and that talk was everythingI reiterated that we were not prepared to pay or reimburse based on the information we were presented and reviewed and that I am more than happy to continue this conversation when she has calmed down and I hung up the phone at 12:PMAt 12: [redacted] called and left a voicemail requesting a receipt for Kenzie's stayAt 1:PM [redacted] emailed a picture of Kenzie's care instructions and requesting $be refunded in order to move onAt 5:PM I sent a copy of the hand written receipt to [redacted] via emailOn Saturday October 1, at 12:38PM [redacted] sent an email outlining the mishaps and requesting the refund.On Sunday October 2, at 5:27PM [redacted] sent an email demanding the $be refunded by October This was the last contact received from *** Please reference the supporting documents providedDo not hesitate to contact myself should you have questions or require informationSincerely, Sally E***p.pKalyn M [redacted] Operations Manager A&S Wilderness Kennel INC
Kalyn M [redacted] Operations Manager A&S Wilderness Kennel INC [redacted] October 26, RE: Response to Complaint ID # [redacted] To whom it may concern: Please accept this statement as a response to Complaint ID [redacted] submitted by [redacted] involving her Pomeranian KenzieOn September 26, [redacted] checked in Kenzie for boarding at our facility with the pickup date of September 26, in the morningAs per our usual procedure I confirmed contact information, pickup date, feeding instructions, allergies and aggressionAfter the information was confirmed I took Kenzie into the small dog room and got him set up in his indoor kennel, [redacted] left the facilityOnce Kenzie was settled in his indoor kennel I placed his personal kennel on top of the indoor kennel for storage during Kenzie's stayI typically do not work Saturdays and Sundays and I was not working the Saturday and Sunday (September 24th and 25th respectively) however I did check in overnight and during the day via our security camera remote app and received end of shift notes from the employee working— no concerns were notedOn Monday September 26th I let Kenzie out of his indoor kennel to his outdoor run — no concerns were notedAs per usual I continued to let all of the dogs out to their respective runs and proceeded to clean the facilityAs I reset Kenzie's run there was no urine or odor on his paper, blankets or off floor dog bed [redacted] came to pick up Kenzie before 9AM, paid cash for the boarding totaling $Once the transaction was finished I went to let Kenzie out of his outdoor run to run up to [redacted] who was waiting in the office for him [redacted] then picked up Kenzie and greeted him with kisses and cuddles before placing him in his personal kennel that was now in the office and leaving the officeNo mention of urine covered or urine smell was disclosed prior to leaving the facilityAt 11:AM on September [redacted] had called and left a voicemail requesting a call back in regards to KenzieI returned her call in the early afternoon [redacted] expressed her disappointment in the condition of how Kenzie was returned and that she had to bathe and groomed him herself'I apologized as I had not seen any urine on Kenzie and that I had not physically touched him yet today as he had gone home before we bring the dogs back in to their indoor runs and he had left before their individual play timeI also explained that I would be mentioning this to the new employee who was working on the weekend as there was another client who spoke to me about their dogs to ensure this does not happen going forward, that this is not our practice and thanked her for bringing this to my attentionThe phone conversation ended.On September 29th at 3:20PM [redacted] called and left a voicemail requesting a call back regarding Kenzie and "the vet had said Kenzie was in a dog fight, had lost a tooth, his face was bit, he has hair missing and was definitely in a fight" as per the voicemail [redacted] leftI had called back and spoke with ***; she was currently at the vet clinicI got information from [redacted] about Kenzie — that he was a 7yr old Pomeranian, she had brought him in to the vet because he had started limping, he had puncture wounds allover, hair missing, teeth missing and three teeth looseI asked [redacted] to request a copy of the veterinarian's exam notes including the exam findings and what the doctor suspects happened as well as an estimate for the required work and forward them to me forreviewI also stated that I will be speaking with the employee working that weekend and reviewing the surveillance footage and once all documents have been reviewed I will contact her to discuss further [redacted] agreed and phone conversation endedAt 5:50PM I received by email the procedure estimate with the receipt request and at 5:51PM the examination report.On September 30th I spoke with the employee that was working the weekend Kenzie was boardedThe employee stated no concerns with Kenzie, he had no physical interaction with other dogs, went in and out of the kennel and run with no issues, had spent most of his time lying either on his indoor or outdoor off floor bed and that his personal kennel was not inside his boarding kennelI reviewed the four surveillance camera footages of Kenzie and the statement from the employee matched with what the surveillance footage showed — Kenzie was in no physical interaction with other dogs, entering and exiting the kennel and run with no issues, laying on the beds and Kenzie's personal kennel was not in his indoor kennel at any time during his stayThere was no area of concern on either of the four camera angles — two viewing the small dog room, one viewing the office and one viewing the small dog outdoor runsI reviewed the examination notes and the procedure estimates [redacted] had forwardedBoth documents had no note of any trauma, abuse or neglectThe examination had noted there was moderate calculus, two incisors loose, incisor missing, mild swelling on the right muzzle and hair scuffing on right nasal bone —no lesionsA dental was recommended and booked for the following weekThere was no note of puncture wounds, limping or other bodily disturbancesThe procedure estimate was for a routine dental cleaning — the extractions of the loose incisors were not included in the procedure estimateAfter I reviewed the footage and the documents [redacted] submitted, I met with Sally E [redacted] to discuss how to proceedWe agreed that based on the surveillance footage and the documents submitted, we were not prepared to reimburse the $for the boarding or pay for the recommended dental cleaningAround noon on September 30th I called and spoke with [redacted] regarding the findings and our decisionsI explained to [redacted] that based on the documents submitted and the surveillance footage we are not prepared to reimburse for the boarding or pay for the dental cleaning as we are not responsible for routine dental workI went on to explain both the exam and estimate have no note of trauma, abuse, neglect, puncture wounds, dog fight and that the exam findings are consistent with that of a 7yr old Pomeranian with moderate calculus build upI explained that with my veterinary background I am aware that with moderate calculus build up, loose or missing teeth is common with the level of dental disease presentThe missing incisor (103) is locate on the upper right side of the muzzle and could be irritating Kenzie causing the mild swelling and for him to rub on the right side of the muzzle causing hair lossI advised [redacted] that if she wanted to learn more about dental disease she could visit her vet or the [redacted] to learn more*** replied back that she brushes Kenzie's teeth every day, he had no missing or loose teeth when she dropped him offI then asked when Kenzie's last vet visit was, [redacted] replied last year, I explained that even within a year dental disease can progress quickly especially in small breeds [redacted] I reiterated with the surveillance footage and with the information she presented me there is no evidence or findings of any sort of mistreatment to KenzieI offered to set up a time for [redacted] to view the footage in officealso explained that Kenzie's personal kennel was not in his indoor kennel at any time during his stay due to safety reasons eg) impalement, strangulation due to getting collar caught and in case of a fire - as I do with all dogsAny of the urine in the kennel would have occurred after Kenzie was picked up, if Kenzie urinated in the kennel on the way home, he would have urinated on his blankets and unfortunately consequently himself as well [redacted] argued back that Kenzie is years old and does not pee in his kennelI tried to reason that dogs of all ages and breeds urinate sometimes if they get excited even if they are house trainedAt this point [redacted] was getting very heated and started saying that she was [redacted] taking it to court and that talk was everythingI reiterated that we were not prepared to pay or reimburse based on the information we were presented and reviewed and that I am more than happy to continue this conversation when she has calmed down and I hung up the phone at 12:PMAt 12: [redacted] called and left a voicemail requesting a receipt for Kenzie's stayAt 1:PM [redacted] emailed a picture of Kenzie's care instructions and requesting $be refunded in order to move onAt 5:PM I sent a copy of the hand written receipt to [redacted] via emailOn Saturday October 1, at 12:38PM [redacted] sent an email outlining the mishaps and requesting the refund.On Sunday October 2, at 5:27PM [redacted] sent an email demanding the $be refunded by October This was the last contact received from *** Please reference the supporting documents providedDo not hesitate to contact myself should you have questions or require informationSincerely, Sally E***p.pKalyn M [redacted] Operations Manager A&S Wilderness Kennel INC