Best Friends Pet Care

From: [redacted] Sent: Tuesday, July 01, 10:AM To: [redacted] Subject: Complaint ID [redacted] 7/1/ We are happy for the chance to be able to respond to your concerns regarding the care of your sweet [redacted] through the Revdex.com /> In regards to [redacted] being left unattended in our grooming room, I assure you this is not the case [redacted] did try to work her way out of her drying compartment in our grooming room - and in that instant, she caught her claw We immediately saw this and immediately addressed it by informing you of the situation and offering our services to bring her to her Veterinarian for care At your request, we did not do this as it didn't appear to be an emergency but we are not veterinarians and the decision was ultimately yours In any event, we have instituted a Pet Insurance Program to help with boarding related illnesses or injuries as there is always a level of risk involved in daily situations (not just boarding, but in life!) You were able to take advantage of this Plan and were reimbursed for any vet fees related to her paws While we aren't able to control the behaviors of our pet guests, we are able to provide them with a safe and fun environment with a staff that takes immediate action if said pets injure themselves [redacted] was a great guest with us and we hope this response finds her on the road to a quick recovery [redacted] Receptionist Best Friends Pet Care, Inc

Our pet stayed in the Best Friends Durham facility from 10/to 10/ He is a 6lb white Maltese When picking him up his legs, belly and tail were very discolored/dirty Once home I discovered his was covered/saturated in dry Urine I had him groomed the next day, finding out now his coat could not be cleaned and would have to grow out because of the urine stain! I contacted Best friends on 10/ Although they were very apologetic, they could not answer why this happened I was told a district supervisor would contract me in regards to my concerns No once has contacted me as of this writing to discuss my concernsI also sent three emails to the local branch, with NO response It is very concerning that I pay for services to care for our pet and is seems he was left unattended for the duration of his stay in his own Urine No words can express my disappointment with Best Friends right now

Thank you for notifying us of the client's concernsWe strive to provide excellent care for all our petguests and hope that *** is doing well.Since *** was enrolled in our Heal thy Pet Plan(which provides coverage for veterinary care duringa pets' stay) our Chief Medical Officer will gladlyreview
medical notes/charges for *** visit tothe veterinarian and confirm amount ofreimbursement to be processed.Based on the outcome of the medical review,consideration will also be given for a refund of* stay with usWe will follow up directlywith the client to ensure we get the informationneeded to expedite the review.Sincerely,Susan A***Center manager