Little Paws Inn

Initial Business Response / [redacted] (1000, 5, 2016/04/05) */ Our clients dog and also cat did stay with us for a nightsOn the staff saw his dog (a Bernese mountain dog) playing with other large dogsLike most dogs do they were using their mouths and paws to play withOur staff calmed the play to a more reasonable level and noted a scratch near the eyeThe injury was documented but unfortunately was not relayed to management as our protocol statesThe dog continued to play and was groomed later in the dayHuman error sometimes occurs and because of this, the owner of the dog was not called and the owner of the business was not notified about the scratch [redacted] our client never came back into the building after he picked up his dog and cat, or speak to any employee on siteI know this because I was present [redacted] They refused to take phone callsI emailed the client back with a copy of our waiver which I have attachedAlthough we are not required to, we did offer to pay for any vet bills directly associated with this scratchPlease find below the waiver and also a photo of the dogs scratch provided by the clientInjuries like this can happen and do not warrant a full refund, like the client is asking forI acknowledge that: (a) In admitting my animal to LPI facility and allowing my animal to use the facility and services provided by LPI, LPI is relying solely on my representations that my animal is in good health and has not harmed or shown aggressive or threatening behavior towards any person, animal or object (b) LPI is a cage free environment and I accept that there are inherent risks associated with such an environment, including but not limited to: (i) Transfer of communicable illness, such as kennel cough; (ii) Injuries, including, but not limited to, broken nails, abrasions, cuts and/or sore pads and (iii) Behavioral problems (c) Although LPI carefully screens all applicants, occasionally it is discovered that this is not an appropriate environment for every dogLPI retains the discretion to temporarily or permanently remove my animal from the daycare at any time I agree that: (a) I am solely responsible for any loss, damage or harm caused or contributed by my animal while it is attending daycare or boarding at LPI (b) While my animal is in the care and custody of LPI and in the case that I cannot be contacted at the emergency contact number provided by me and/or in the event of an emergency where contact is not practical, LPI, its employees, agents and/or representatives may seek immediate veterinary care for my animal (c) I am responsible for all costs associated with clause 2(b)and will provide LPI or the Veterinary clinic with my credit card details so that it may be used for the payment of such costs, (if requested), and I hereby authorize the use of my credit card use for those purposes: (Credit Card information is not held on file) (d) I will abide by the rules set out in the "Little Paws Inn Waiver and Release of Liability" and the "Little Paws Inn Terms and Conditions", accepting all terms, conditions and statements contained within I acknowledge receipt of a copy of "Little Paws Inn Terms and Conditions" I release LPI, its Directors and Officers and its employees, assistants and agents, from all liability, claims, losses, actions or damages which I or my dog(s) may sustain while at LPI facilities and, further, indemnify LPI from any and all claims, losses, actions or damages of every kind and nature whatsoever, arising directly and indirectly, from my dog(s) presence at LPI facilities, participation in activities or use of service, including, but not being limited to, any legal claims and medical expenses Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find this response disturbing for two reasons: 1) Accusing me of lying that I went back into the facility when I discovered the injuryFirst of all, why would I lie about this? Second, the owner was not present when I came back in to confront the staff about the injuryI advised the staff member that I would be in touch with the owner after she had failed to mention the injury to me when I first came inI have an email from the owner indicating she was not available that day and was unaware of the injuryAgain, the operator admitted protocols were not followed and my dog's injury was not brought to my attention I will continue to advocate for the refund because I paid for my animal to be safe and for Little Paws Inn to follow their own procedures relating to safety and communication - however they failed at providing a safe environment and failed to communicate an injury that occurred at the facility [redacted]

Initial Business Response /* (1000, 5, 2016/04/05) */
Our clients dog and also cat did stay with us for a 8 nights. On the 30 staff saw his dog (a Bernese mountain dog) playing with 2 other large dogs. Like most dogs do they were using their mouths and paws to play with. Our staff calmed the play...

to a more reasonable level and noted a scratch near the eye. The injury was documented but unfortunately was not relayed to management as our protocol states. The dog continued to play and was groomed later in the day. Human error sometimes occurs and because of this, the owner of the dog was not called and the owner of the business was not notified about the scratch.
[redacted] our client never came back into the building after he picked up his dog and cat, or speak to any employee on site. I know this because I was present. [redacted] They refused to take phone calls. I emailed the client back with a copy of our waiver which I have attached. Although we are not required to, we did offer to pay for any vet bills directly associated with this scratch. Please find below the waiver and also a photo of the dogs scratch provided by the client. Injuries like this can happen and do not warrant a full refund, like the client is asking for. I acknowledge that:
(a) In admitting my animal to LPI facility and allowing my animal to use the facility and services provided by LPI, LPI is relying solely on my representations that my animal is in good health and has not harmed or shown aggressive or threatening behavior towards any person, animal or object.
(b) LPI is a cage free environment and I accept that there are inherent risks associated with such an environment, including but not limited to:
(i) Transfer of communicable illness, such as kennel cough;
(ii) Injuries, including, but not limited to, broken nails, abrasions, cuts and/or sore pads and
(iii) Behavioral problems
(c) Although LPI carefully screens all applicants, occasionally it is discovered that this is not an appropriate environment for every dog. LPI retains the discretion to temporarily or permanently remove my animal from the daycare at any time.
2. I agree that:
(a) I am solely responsible for any loss, damage or harm caused or contributed by my animal while it is attending daycare or boarding at LPI.
(b) While my animal is in the care and custody of LPI and in the case that I cannot be contacted at the emergency contact number provided by me and/or in the event of an emergency where contact is not practical, LPI, its employees, agents and/or representatives may seek immediate veterinary care for my animal.
(c) I am responsible for all costs associated with clause 2(b)and will provide LPI or the Veterinary clinic with my credit card details so that it may be used for the payment of such costs, (if requested), and I hereby authorize the use of my credit card use for those purposes: (Credit Card information is not held on file).
(d) I will abide by the rules set out in the "Little Paws Inn Waiver and Release of Liability" and the "Little Paws Inn Terms and Conditions", accepting all terms, conditions and statements contained within.
3. I acknowledge receipt of a copy of "Little Paws Inn Terms and Conditions".
4. I release LPI, its Directors and Officers and its employees, assistants and agents, from all liability, claims, losses, actions or damages which I or my dog(s) may sustain while at LPI facilities and, further, indemnify LPI from any and all claims, losses, actions or damages of every kind and nature whatsoever, arising directly and indirectly, from my dog(s) presence at LPI facilities, participation in activities or use of service, including, but not being limited to, any legal claims and medical expenses.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find this response disturbing for two reasons:
1) Accusing me of lying that I went back into the facility when I discovered the injury. First of all, why would I lie about this? Second, the owner was not present when I came back in to confront the staff about the injury. I advised the staff member that I would be in touch with the owner after she had failed to mention the injury to me when I first came in. I have an email from the owner indicating she was not available that day and was unaware of the injury. Again, the operator admitted protocols were not followed and my dog's injury was not brought to my attention.
I will continue to advocate for the refund because I paid for my animal to be safe and for Little Paws Inn to follow their own procedures relating to safety and communication - however they failed at providing a safe environment and failed to communicate an injury that occurred at the facility. [redacted]