Snug Pet Resort

Please see attached and let us know what the next step isThanks*** ***
July 8, 2015Dear Mr***I am responding to your complaint with the Revdex.com about ***’s
last boarding stay with usLet me start out by saying how sorry we are that
*** was not feeling well
when he came home and we apologize for anything we
may have done to contribute to itThat being said, when you first called and
spoke with our manager she immediately called me to discuss the situationWith
some of the accusations that were being made I felt obligated to go review our
surveillance camerasI am sure you can imagine that after being in business
for over years we take being told that our employees our mishandling a dog
or spraying chemical in their face, I was extremely alarmedUpon checking the
videos, as well as speaking to our team members there is no evidence that I
could fine to suggest that this happenedWhen you came to pick up *** we had
many dogs in our careHe was being kept in one of our dorms at the furthest
ends of the building so I am not sure the dog you heard was himNear the
entrance of or parking lot of the building we have big dog daycare, the
grooming department as well as small dog daycare. Ownership, managers and our whole team is in
this industry because we love dogsI can’t imagine anyone mistreating an
animal in our care as this is just not what is in our heartsEven if we had a
team member that was mistreating a pet there are so many other staff members
around at all times that it is unlikely it would even occurAll that being said we can obviously something went wrong
We have discussed at great length what it could have beenAnything from the
shampoo he was bathed in, to the perfume we use as they exit the building
Possibly that the chemical we disinfect with was not totally cleaned out of the
run or yard we housed him inYou mention in your letter that VSH agreed he was
sprayed with chemicalIt is my opinion that if he was actually purposely
sprayed with the chemical we use it would have been far worseThe chemical we
use comes from a state of the art cleaning system, directly out of the wall
from a type of vacuum hoseIt would be impossible to spray a dog with this
unitOne of the great things about our facility is that we offer our hour
health guarantee as you knowUnfortunately during this particular time we were
in the process of hiring another veterinarian and you were not able to come and
see usI am again sorry for this terrible inconvenience as I would have much
rather had our team be able to care for ***I know you used us for training ***
and have boarded him once before with no issueI feel terrible that we have
lost your trust and that he will not be returningWe enjoyed training him and
being responsible for his care and I would ask that you give us a second chance
to show you that we absolutely do not mistreat dogs and that *** is a welcome
member of our familyIf choose not to do so we would be more than happy to
give you your incurred vet bill upon signing a document stating we have
resolved the issuePlease let me know if you have any further questions.Respectfully,*** *** Co-Owner Snug Pet Resort & Animal Hospital Absolute KTraining Inc

SNUG PET RESORT &
ANIMAL HOSPITAL
SORRENTO VALLEY RD
SAN
DIEGO, CA
858-643-
SNUGPETRESORT.COM
January
30,
To Whom It May Concern:
In regards to the complaint of Mr. & Mrs***, although we understand
their concerns the situation has not been explained in its entiretyThis is an
effort to resolve this issue in the fairest way possible, with either party
feeling like they have been treated with fair judgment
The ***’s have been clients of Snug’s since August of
At that time they purchased private lessons to be done at our facility
working with their Labrador puppy ***During the process of working with
them, the owners decided that they wanted to upgrade to our in kennel training
programThe clients opted for our fourteen day board and train and ***
entered our facility for training in early January***’s training was coming
along well and he was responding to all basic training commands as they were
being taughtI am not sure what the clients are referring too as to “getting
the run around” by our staff while *** was inStandard update calls are made
to clients every Wednesday and *** was no exception to that. On January 19th, 2015, *** was
being taken out for his training lesson with one of our trainersUpon taking
him out the trainer noticed that he was acting a bit lethargic, and had
discharge from his noseThe trainer took him immediately to our vet staff,
managers were informed and the owners were calledIt is standard practice per
our training contract as well as boarding release that we will attempt to
contact the owner before any medical treatment is givenIf we cannot reach the
owner we will treat the pet if we feel it is necessary. In this situation we contacted the owner,
contact was not made immediately and we proceeded with treatmentOur
veterinarian deemed that *** had come down with Bordetella otherwise known as
kennel coughUpon speaking to the owners we informed them that *** was doing
fine and that he would most likely need medication to get over his “puppy
cold”A that time the owner mentioned they wanted to come get *** as they
would feel better having him at home if he were illWhile waiting for the
owners our veterinarian fished the treatment work up which included blood work,
radiographs and prescription fillOnce the owner arrived our veterinarian and
trainer met with them in an exam room*** was far from acting like he was
sick, mistreated or anything other than happy to see his mom and dadHe was a
bright, silly, and a very excited puppyThe owner made a comment to the
trainer that he didn’t act like he was trained and she mentioned that not only
do we not normally do our “go home lessons” this way, it was that he was
acting overly excited to see him as he had not seen them in several daysThe
trainer also explained that *** was not done with his training and would need
to come in again to finishAt that time he may have to stay a little longer to
make sure he has reached the goals we promised he would reachShe also
explained that per our contract the lessons MUST be done before any judgment
can be made of the trainingThe owner told her they would stay in touchOur
training director tried to contact the owner multiple times to get an overall wellness
update on *** as well as schedule him back in for trainingMr*** told
him that after he was done with the medication our veterinarian prescribed, in
about ten days, he would come back inHe reported to him that *** was doing
better health wise and would talk to him soon.
It was not until after that we received word that the owners were
displeased with usOur training director reached out to them two more times
with no return call from them
When boarding your dog in a facility you always run the
risk, even when vaccinated, that your pet will become illIt is not any
different than a child going to school and coming home with the flu or going
into an office space and catching a coldSnug implements the best protocols
and procedures in the effort to make sure all pets are kept safe and healthy
When we built Snug it was the utmost importance that we have a veterinary
hospital built in so we could monitor the pets staying with us and take care of
them expeditiouslyMedical costs were incurred by this client that they did
not pay forThey made it clear at the time of pick up they did not feel they
should have to pay as their pet got sick under our carePlease see the
attached contracts and boarding releases that state the complete opposite of
thatThese clients were not only told of our policies and procedures when it
comes to sick pets, but also signed those documents willingly
In the end for us it about making sure *** is feeling
better and that the training gets completed to the level we said it was going
tooAlthough these clients have stated several things they are now not
comfortable with us, I can assure you they were addressed prior to this pet
going homeThe contract they signed clearly states that they will need follow
up lessons to address any training concerns, not only was there pet treated and
we were told he was feeling much better, they were not charged the medical
billsWe followed up numerous times to make sure the health and training were
addressedThey stated that his regular trainer was injured, therefore he was
not getting trained and that couldn’t be further from the truthTheir regular
trainer was injured but our training director took over personally training
***There was not a time that *** was not receiving the training we
contracted for at any time. *** was
also never mistreated while in our care and we take great offense to this
accusationWe have over forty employees, five trainers and a vet team
Everyone that ever came into contract with *** will tell you he is an
extremely friendly, confident and fun loving labNo one at our facility would
ever mistreat an animal in anywayTo accuse us of such an act is completely
ridiculous
The ***’s state they would like a $refundWhen
you look at the training lessons prior, the training done while in our facility
as well as the medical bills I do not see how $could be considered***
did full private lessons which would total out to $149.74, the boarding and training he received
was a total of $so far and the medical bills totaled $The total
incurred so far comes to $over the $paid We would like to resolve this issue by
finishing the training we agreed to doWe are willing to even adjust the
program turning it into in home lessons until he is trained to their
satisfaction as well as taking care of the medical bill
Sincerely,
*** ***
Snug Pet Resort & Animal Hospital

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am rejecting this response in regards to Snug Pet ResortHere are my reasons why: We had completed all of the 1:training and were told that since our trainer was not aware of what happened with the oldest dog attacking a small dog he was offering us one more 1:training session(The CEO said he would let our trainer know so the next time we came in for training he would know what to do in the training session) The trainer did not offer more than oneOur trainer wanted us to risk taking our dogs to the group training and we were told “that since our older dog is still aggressive toward small dogs it could be bad but we will seeAs well as the youngest is still scared of other dogs he may become anxious as well“We did not want to subject our dogs or “see” if our dogs would become aggressive and put them through group training
The contract states that there are no guarantees in regards to behavior modification i.e., anxiety or aggression, however it does not say that because of being at Snug Pet Resort they will become aggressiveAs I had stated in my first complaint our dogs have never been aggressive towards other dogs and have been raised with small dogs and children pulling at them with no problems at allOur dogs came out aggressive and the younger one was more anxious when we attended the 1:follow up trainings and he even had stress bowel movements and shake uncontrollably as noted by the trainer
We do not want credit for Snug Pet Resort since we were so unhappy with how our dogs were treated as stated in the previous complaint as well as this oneWith Snug Pet Resort being unorganized in the communication with the trainer and CEO since we did attend all of the 1:trainings which CEO was not awareAs well as our trainer not knowing anything about what happened with the older dog when the CEO said he was going to tell our trainer
In regards to the document with the guidelines, any person will sign that they are in excellent condition and say that everything is excellent because they want their dogs back and all they have seen is hour of the resultsThat is not enough time to examine themEspecially to see their behaviors outside of Snug Pet ResortWe had no idea that our oldest dog would attack a small dog being that he was raised with stzu or that the youngest dog would get stress bowel movements and shake uncontrollably when coming back to Snug Pet Resorthours is also not enough time to see if there is anything wrong with their healthWe we were just happy to get our dogs homeI told this to the CEO in our previous conversation
In regards to the videos I would like to see all the videos of the training as well as showing their entire stay, unedited, of all the days my dogs were thereThe dates would be their first day there as stated on the response from Snug Pet Resort 4/30/16-5/25/
We are still seeking a full refund as we are very unhappy with this company and the results
Regards,
*** ***

To whom it may concern,This letter is in regards to clients of ours at Snug Pet Resort, *** *** and *** ***Theclients dropped their two dogs, *** and Kirin, off on 4/30/for a day In KennelTrainingBoth dogs completed their In Kennel Training training on
5/25/16.Once the dogs had completed their training here at Snug they received follsessionsthat are one on one lessons with their trainerThe first lesson was performed on the day theywere released from our care to go homeTheir trainer *** *** spent one hour showing theclients how to continue the methods of training that the dogs learned during their stay with us.The clients have follow up lessons to continue to learn and maintain training with their twodogsBoth clients have failed to come in and finish the remainder of their private sessions tocomplete their end of their training processThe trainer has also offered extra free lessons tomake sure the clients are where they need to be to ensure they get the most out of theirtrainingThey have not followed up with any extra lessonsIn addition to private lessons theclients also have group classes they can attendThey have not participated in any of thegroup classes they were offered.The contract the clients signed states that they need to follow up with the private lessonswith a Snug Trainer post Boot CampThis is to ensure that the clients know how to handle theirdog as well as they can and follow through with the commands that have been taught in orderfor the training to successfully carryover from the trainer to the client’s control.The contract the clients signed also states that there are no guarantees with behavioralmodifications regarding dogs’ unwanted behaviorsThese particular behaviors being separationanxiety and aggression.The contract the clients signed also states that Snug Pet Resort will not refund any portion ofmoney paidThe credit may be used towards the following: to receive training for thecontracted dog or substitute dogs at another available date, boarding services or products.The clients also receive guidelines to maintaining their dogs training after their one hoursession with their trainerThis document helps the clients maintain the training that their dogsreceived while they were here in our careAt the bottom of this document the clients initialedthat both of their dogs where in excellent condition and also initialed that their impression ofthe dogs overall training was also excellent.The trainer has videos of *** and *** progress while they were here at Snug Pet Resortwhile they were here for In Kennel TrainingThe trainer also has a video of both dogsperformance the day before they were sent home

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
This matter has been resolvedThe company has contacted me and resolved this.
Thank you,
*** ***

Good afternoon,
"">So very sorry for the late response! I have become the general manager recentlyI spoke with ownership, we would like to offer this client a full refund for the services not usedPlease let me know where we go from here[redacted]
General Manager
Snug Pet Resort & Animal Hospital
Sorrento Valley RdSan Diego, CA (P) 858-[redacted]
(F) 858-[redacted]

Poor Dog Training services at Snug Pet Resort Training Company
this holiday, I bought a puppy for my kids and decided to search a reputable dog-training center. After a search based on customer reviews, I decided to take my puppy to Snug Pet Resort Training, which had a higher ranking than other facilities in the neighborhood. Although the center was a 45-minute driving distance with San Diego traffic, the promised services, efficiency, and care convinced me to enroll my puppy in the school. Little did I know that it was the greatest mistake that I would make; the online reviews are misleading.
My initial encounter with the company trainer, David, was promising and the basic instruction and training session showed a sign of efficiency and understanding. I categorically, informed David that Ginger (the puppy) should be scheduled for puppy lesson for the first few weeks until she is old enough to board. I even explained my future goals since the puppy would grow to be a big dog. As a military family, a trained dog would be an advantage in the household, since we do a lot of traveling. After meeting David, I promised to call on following Saturday to make reservations for the first puppy training.
I made the call on Saturday, reserved, and paid for the same over the phone. However, the problems started when I called to confirm the day and time for the training. Surprisingly, the associate did not know of any reservation or a set time for the same. Funny enough, the company had no details on whom and when the reservation was made. When they confirmed the date and time, I drove to the Snug Pet Resort and I got the real shock of my life. First, the receptionist required me to give the name of the person I gave my reservation. I thought they had a record, but no. after a while, David arrived and began playing with the puppy. I was directed to follow David for the session, and my biggest surprise was when he said he had already started the lesson. Seriously, is playing with the puppy on the desk a lesson! Secondly, the lesson was a repeat of the basic commands. Thirdly, the security of the dogs is poor as another dog ran after Ginger and went after her, only for the trainer to say the puppy cried after David aggressively grabbed Ginger. Surprisingly after the incident David the “high speed trainer” stated Ginger had enough for the day, 10 into the second lesson, WOW!. That was a big joke. After driving for 45 minutes, waiting in the reception for over 20 minutes, the training lesson lasted for 10 minutes; a repeat of basic commands that Ginger knew, and my dog went home hurt and upset.
The following few, I decided to call management and explain my frustration. One of the manager tried to work it out, My husband and I felt dismissed and taking of advantage off. I requested a refund, and she stated I needed to bring a copy of my payment because they have no record of it. So I asked who took my payment? I replied, so I stated you can keep the money that I paid for the lesson package, and stated to the manger I will be reporting this company to our Post Legal Office.
The Snug Pet Resort has the worst customer services, poor coordination, lacks record books, and the services are frustrating. My experience made me doubt the high ranking and positive reviews provided by the customers. I would never recommend the center to anybody.
I will be reporting this company to our military law office to have them blacklisted, so Soldiers and their families will not be mislead and taking advantage off.
PLEASE DO NOT BRING YOUR PET TO THIS COMPANY

Review: We brought our 2 rescued dogs into Snug for training. We were encouraged to pay $2,900 to leave our dogs in both a 2 & 3 week program to help train them as one of our dogs was extremely fearful and the other somewhat disobedient. We were promised by contract for weekly emails, pictures and phone calls with thorough updates. We often had to call in to try to get short updates and were asked to leave our dogs in weeks longer, free of charge to ensure they'd be fully trained when we brought them home. In bringing them home we discovered both had contracted giardia, a highly contagious parasite, while in Snug's facilities. One of our dog's had a very severe reaction to [redacted] and the medication which forced us to try the 10 day intensive treatment which costs a lot of time and money. In contacting Snug the owner called me and said how common it is for dog's to get giardia, so common in fact there is 'nothing they can really do about it.' He then asked for me to come in the next day to continue training while our dogs were both actively infected with 'highly contagious' giardia. We expressed our concerns in bringing them in and were told they wanted to give us our 10 private and 5 group sessions we paid for if we 'wanted to see the in kennel training actually work', so we should come in regardless of giardia. As I mentioned before one of our dogs was way too sick and we were strongly advised by our vet services to not take them back to Snug, especially while they are contagious. Today we went in to get them tested to see if the 10 day intensive treatment plan worked and found out one of the dog's still has giardia. We spent close to $3,000 for in-kennel training services and we are seeking a refund for at least the services we cannot receive as we will not be able to return to Snug in a timely matter and frankly wont be returning there to the high likelihood of our dogs contracting [redacted] again. We would like a full- refund as none of the training will actually work without the follow up appointments but understand we signed a contract. We have spent close to $1,000 treating our dogs for [redacted] since they have returned home from Snug and believe we spent a lot of money for negligent care, lack of information and lack of involvement in the training and housing of our dogs at Snug Pet Resort.Desired Settlement: Full refund for services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

This matter has been resolved. The company has contacted me and resolved this.

Review: In Sept 2012, I was looking into a board/training program for my puppy. I met with the representative at Snug Pet Resort and he assessed my puppy and told me that there were 2 training programs that would meet my needs. The first was about $2500 and was a 3 week program; the other was $4500, an 8-week program. The rep explained to me that with 3-week program, there would be additional training needed but with the 8-week I would bring my puppy home and she would be able to be around my house with my family, not requiring a leash and no additional training. So I chose what I thought was the better program. But, when I pickup up my in Oct, I quickly realized that what I was promised was not the case. I had to purchase a pinch collar and was given an e-collar to take home with me because she shtill required a leash and additional training. I expressed my concerns to the trainer, and he offered to have me bring her back and she stayed an additional 2-weeks. Bottom line, my puppy is not trained to the point that I was promised. She has broken out of her cage on several occasions and caused a considerable amount of damage to my furniture. I have been communicating with the trainer and he has had to conduct additional in-home training that has not helped the situation. The trainer has since left the company, I have placed several phone calls to speak with a manager but no one has returned any of my phone calls. I am requesting a refund because I spent $4500 on a training program, but I am at home with a puppy that is not trained.Desired Settlement: Full refund of the $4500 or partial of at leat $3000 so that I can find and pay for a training program that will work.

Business

Response:

4/24/13 Case # [redacted]

To whom it may concern,

Snug Pet Resort has tried to reconcile

this issue with our client.

She purchased a non-refundable 6-8

week advanced board & train program for her pet and used the

entire program with its boarding,

training, and multiple follow up lessons both at our facility and at her

home before demanding a refund.

Also her dog was in our care for an

extended amount of time, past the paid amount of 8 weeks. We had

ICIS (1 yr 4 month old American

Staffordshire terrier) for 9 weeks total. We then brought the dog back in

our care for an additional week at no

charge to the client.

Dog training is not an exact science

and of course no dog will ever be one hundred percent mistake free.

It is also important to remember that

the owners handling technique and consistently play a huge role in

success. And most of the time this is

the biggest factor for nonsuccess with owners. We will continue to

offer training to get this family

where they need to be.

We agreed to work with her on this

request and she set up a lesson with one of the owners and head

dog trainer, [redacted] for 4/20/13 at

10:15am that she did not show up for.

If you have any further questions or

concerns feel free to contact us at any time.

858.643.0010

[redacted]@snugpetresort.com [redacted], SNUG PET RESORT

Review: We took our dog to Snug for a 14-day training. Ten or eleven days later we were notified that our dog was sick and they wanted approval for our dog to see their vet. We had been calling for updates on our dog's training progress and general well-being and had been given the runaraound. Given these circumstances, we decided we wanted to see our dog. When we arrived at the facility, our dog was filthy dirty and acting odd. It came out that his trainer had been injured and nobody had been training our dog for several days. It would appear that our dog was kept in a kennel or in unsafe conditions as he will cower, which he never did before, and he has been having potty accidents in our house, which hadn't happened for months before we dropped him off. I am absolutely not interested in returning my dog to this facility for them to fulfill their end of our contract. His care was compromised and the level of service they advertised was far from reality.Desired Settlement: I want a refund to my credit card for the amount of $870. I had paid $599 in August that was applied to the 14-day boot camp. I think it's a fair trade. I'm out $599 with nothing to show for it.

Business

Response:

SNUG PET RESORT &

ANIMAL HOSPITAL

11339 SORRENTO VALLEY RD

SAN DIEGO, CA 92121

858-643-0010

SNUGPETRESORT.COM

January

30, 2015

To Whom It May Concern:

In regards to the complaint of Mr. & Mrs. [redacted], although we understand

their concerns the situation has not been explained in its entirety. This is an

effort to resolve this issue in the fairest way possible, with either party

feeling like they have been treated with fair judgment.

The [redacted]’s have been clients of Snug’s since August of

2014. At that time they purchased private lessons to be done at our facility

working with their Labrador puppy [redacted]. During the process of working with

them, the owners decided that they wanted to upgrade to our in kennel training

program. The clients opted for our fourteen day board and train and [redacted]

entered our facility for training in early January. [redacted]’s training was coming

along well and he was responding to all basic training commands as they were

being taught. I am not sure what the clients are referring too as to “getting

the run around” by our staff while [redacted] was in. Standard update calls are made

to clients every Wednesday and [redacted] was no exception to that. On January 19th, 2015, [redacted] was

being taken out for his training lesson with one of our trainers. Upon taking

him out the trainer noticed that he was acting a bit lethargic, and had

discharge from his nose. The trainer took him immediately to our vet staff,

managers were informed and the owners were called. It is standard practice per

our training contract as well as boarding release that we will attempt to

contact the owner before any medical treatment is given. If we cannot reach the

owner we will treat the pet if we feel it is necessary. In this situation we contacted the owner,

contact was not made immediately and we proceeded with treatment. Our

veterinarian deemed that [redacted] had come down with Bordetella otherwise known as

kennel cough. Upon speaking to the owners we informed them that [redacted] was doing

fine and that he would most likely need medication to get over his “puppy

cold”. A that time the owner mentioned they wanted to come get [redacted] as they

would feel better having him at home if he were ill. While waiting for the

owners our veterinarian fished the treatment work up which included blood work,

radiographs and prescription fill. Once the owner arrived our veterinarian and

trainer met with them in an exam room. [redacted] was far from acting like he was

sick, mistreated or anything other than happy to see his mom and dad. He was a

bright, silly, and a very excited puppy. The owner made a comment to the

trainer that he didn’t act like he was trained and she mentioned that not only

do we not normally do our “go home lessons” this way, it was normal that he was

acting overly excited to see him as he had not seen them in several days. The

trainer also explained that [redacted] was not done with his training and would need

to come in again to finish. At that time he may have to stay a little longer to

make sure he has reached the goals we promised he would reach. She also

explained that per our contract the lessons MUST be done before any judgment

can be made of the training. The owner told her they would stay in touch. Our

training director tried to contact the owner multiple times to get an overall wellness

update on [redacted] as well as schedule him back in for training. Mr. [redacted] told

him that after he was done with the medication our veterinarian prescribed, in

about ten days, he would come back in. He reported to him that [redacted] was doing

better health wise and would talk to him soon.

It was not until after that we received word that the owners were

displeased with us. Our training director reached out to them two more times

with no return call from them.

When boarding your dog in a facility you always run the

risk, even when vaccinated, that your pet will become ill. It is not any

different than a child going to school and coming home with the flu or going

into an office space and catching a cold. Snug implements the best protocols

and procedures in the effort to make sure all pets are kept safe and healthy.

When we built Snug it was the utmost importance that we have a veterinary

hospital built in so we could monitor the pets staying with us and take care of

them expeditiously. Medical costs were incurred by this client that they did

not pay for. They made it clear at the time of pick up they did not feel they

should have to pay as their pet got sick under our care. Please see the

attached contracts and boarding releases that state the complete opposite of

that. These clients were not only told of our policies and procedures when it

comes to sick pets, but also signed those documents willingly.

In the end for us it about making sure [redacted] is feeling

better and that the training gets completed to the level we said it was going

too. Although these clients have stated several things they are now not

comfortable with us, I can assure you they were addressed prior to this pet

going home. The contract they signed clearly states that they will need follow

up lessons to address any training concerns, not only was there pet treated and

we were told he was feeling much better, they were not charged the medical

bills. We followed up numerous times to make sure the health and training were

addressed. They stated that his regular trainer was injured, therefore he was

not getting trained and that couldn’t be further from the truth. Their regular

trainer was injured but our training director took over personally training

[redacted]. There was not a time that [redacted] was not receiving the training we

contracted for at any time. [redacted] was

also never mistreated while in our care and we take great offense to this

accusation. We have over forty employees, five trainers and a vet team.

Everyone that ever came into contract with [redacted] will tell you he is an

extremely friendly, confident and fun loving lab. No one at our facility would

ever mistreat an animal in anyway. To accuse us of such an act is completely

ridiculous.

The [redacted]’s state they would like a $870.00 refund. When

you look at the training lessons prior, the training done while in our facility

as well as the medical bills I do not see how $870 could be considered. [redacted]

did 2 full private lessons which would total out to $149.74, the boarding and training he received

was a total of $1000 so far and the medical bills totaled $506.65. The total

incurred so far comes to $1656.39 over the $1468.70 paid. We would like to resolve this issue by

finishing the training we agreed to do. We are willing to even adjust the

program turning it into in home lessons until he is trained to their

satisfaction as well as taking care of the medical bill.

Sincerely,

Snug Pet Resort & Animal Hospital

Review: I signed up for my dog to be in the training facility of Snug Pet Resort on July 31st and he was scheduled to board with Snug on August 24th due to his young age and not having the vaccination requirements to board him early, my specialist did not inform me that the training in most case scenarios involve shock/choke collars which I complained to the facility, [redacted] also did not give me a paper copy of my contract the day I signed the agreement until today that I asked for a digital copy through email. I was certain that my dog needed training due to his behavior at home but while I waited till his boarding date he became comfortable in my home and did not demonstrate the behavior that I stated on the contract. I came to Snug within the week I first got my puppy, panicking that I would not be able to keep him with my strict household and neighbors that are not fans of barking and Snug stated that they can fix this problem once he is eligible to be enrolled. I changed my mind because I thought to myself why do I need to pay for training services that cost me $2250 if his bad behavior went away? Plus shock/choke collar training and 3 weeks of not being able to see/visit him during the training? Once [redacted] heard about my complaint when I called Snug for a refund which they denied me of, she suddenly insisted that there facility could take him early when I called about boarding him early a couple days that they could not take him in early, so I said to myself alright I will wait another week. And all of sudden she said there facility can board him early when she denied me before I made the complaint about no longer needing their training. My dog does not need there services anymore which I did not obtain from them at all yet, he is behaved at home fine. I take full responsibility for signing a non refundable contract but my dog does not need training anymore, [redacted] did not give me a copy of my contract until I called and requested for a digital copy.Desired Settlement: The business should be professional and not show obvious signs of trying to take money from their clients. Snug needs to be more detailed about the training methods that they use towards their clients pets. I did not hear anything about shock/choke collars from the sales specialist from Snug but instead I heard it from a friend.

Business

Response:

Good afternoon,

Review: I used Snug for a 3 week kennel training program and boarded him several times afterwards to take advantage of their maintenance training offered to clients having used their training services. The last time I boarded him and went to pick him up I ran out to my car for my wallet and heard the handler struggling to get my dog out of the kennel. I heard my dog cry out and start gagging. My dog is not the friendliest but SNUG knows that. His trainer told me they never have problems with him once he is apart from us as he has separation anxiety.

When he came out it was obvious something was wrong. His eyes were very red and he was hacking. When we got him in the car there was a very strong chemical smell. There was a thick foamy substance on his snout that reeked of chemical. We had to drive with the windows down and immediately bath him when we got him home. Still not connecting the dots, my dog slowly started deteriorating. The next day he wouldn't eat, he had [redacted] diarrhea, was throwing up and was shaking in pain. We thought we were going to lose him so we rushed him to the pet hospital. They did x-rays and there was no blockage. They did find he had a severely irritated GI tract and was dehydrated. I told them about the kennel and chemical smell and they agreed he was likely sprayed with some sort of chemical.

I contacted Snug and discussed the situation, they said they had cameras everywhere and would review the tapes. I had to call them several times for results and was put off. The final call she told me the camera was too far away but agreed something happened but tried to say maybe the dogs foot got caught under the door and that's what I may have heard. To explain away what I heard which was not a [redacted] of pain from a pinched foot, he was gaggling. They offered to put the cost of the vet bill $650 on a credit toward future training or boarding. I have no intention on taking him back to SNIUG. I cant trust they will ensure his safety and proper care.Desired Settlement: Rather then a store credit which I will not use, I would like to be reimbursed for the $650 Vet Bill.

Business

Response:

Please see attached and let us know what the next step is.Thanks[redacted]July 8, 2015Dear Mr. [redacted]I am responding to your complaint with the Revdex.com about [redacted]’s

last boarding stay with us. Let me start out by saying how sorry we are that

[redacted] was not feeling well when he came home and we apologize for anything we

may have done to contribute to it. That being said, when you first called and

spoke with our manager she immediately called me to discuss the situation. With

some of the accusations that were being made I felt obligated to go review our

surveillance cameras. I am sure you can imagine that after being in business

for over 20 years we take being told that our employees our mishandling a dog

or spraying chemical in their face, I was extremely alarmed. Upon checking the

videos, as well as speaking to our team members there is no evidence that I

could fine to suggest that this happened. When you came to pick up [redacted] we had

many dogs in our care. He was being kept in one of our dorms at the furthest

ends of the building so I am not sure the dog you heard was him. Near the

entrance of or parking lot of the building we have big dog daycare, the

grooming department as well as small dog daycare. Ownership, managers and our whole team is in

this industry because we love dogs. I can’t imagine anyone mistreating an

animal in our care as this is just not what is in our hearts. Even if we had a

team member that was mistreating a pet there are so many other staff members

around at all times that it is unlikely it would even occur. All that being said we can obviously something went wrong.

We have discussed at great length what it could have been. Anything from the

shampoo he was bathed in, to the perfume we use as they exit the building.

Possibly that the chemical we disinfect with was not totally cleaned out of the

run or yard we housed him in. You mention in your letter that VSH agreed he was

sprayed with chemical. It is my opinion that if he was actually purposely

sprayed with the chemical we use it would have been far worse. The chemical we

use comes from a state of the art cleaning system, directly out of the wall

from a type of vacuum hose. It would be impossible to spray a dog with this

unit. One of the great things about our facility is that we offer our 24 hour

health guarantee as you know. Unfortunately during this particular time we were

in the process of hiring another veterinarian and you were not able to come and

see us. I am again sorry for this terrible inconvenience as I would have much

rather had our team be able to care for [redacted]. I know you used us for training [redacted]

and have boarded him once before with no issue. I feel terrible that we have

lost your trust and that he will not be returning. We enjoyed training him and

being responsible for his care and I would ask that you give us a second chance

to show you that we absolutely do not mistreat dogs and that [redacted] is a welcome

member of our family. If choose not to do so we would be more than happy to

give you your incurred vet bill upon signing a document stating we have

resolved the issue. Please let me know if you have any further questions.Respectfully,[redacted] Co-Owner Snug Pet Resort & Animal Hospital Absolute K9 Training Inc