07/06/2022
We recently had an unfortunate incident at Petcations concerning one of our customers babies. This is only the 2nd time in over 7 years of being in the pet care business that we have had a disgruntled customer… and even one is too much.
We strive to make every pet’s stay perfect. We are very sorry this incident occurred and we are glad to report that the owner says Copper is now doing well.
We are very sorry and concerned anytime one of our pets have issues after a stay with us. We do take the health and safety of our pets very seriously and we closely monitor them throughout their stay. And, we appreciate feedback from our customers, good or bad, to help us help their pets have their best stay possible with us.
After he was picked up, Copper was taken to a vet by his owner and found to be dehydrated, but was, thankfully, found to be otherwise healthy.
While with us, Copper saw no obvious sign of any distress when he arrived, other his anxiety with being left in a new location. We quickly found that Copper was a “digger”. In less than 5 minutes from being let outside, he began to dig his way out of our backyard.
Therefore, for the rest of his stay, we put him with an inside playgroup, consisting of 3 Yorkies, two of which belong to the Petcation’s owner. He seemed to adjust very well to his playgroup and appeared health and happy throughout the stay.
Copper was with us for 3 days. He was given his own large room, rather than a kennel, to stay in at night. Puppy pads were left for any accidents. During the days, his 3 inside playmates were frequently brought in his room for their play time.
Copper and his friends were also allowed plenty “free roaming” time throughout in the office.
As our regular customers know, minimizing kennel time and allowing the dogs to freely roam around the office is one of the perts we offer at Petcations in providing a more “At Home” atmosphere for our fur babies.
On the last day of his stay, our workers did notice that Copper had a bit of loose stool, but being a “wet dog food” eater, they did not think that was unusual. Also, Copper seemed to be less active and maybe a bit homesick that day. But, again, he was not showing any obvious signs of sickness or distress.
We had a total of 10-12 dogs over the holiday weekend, which is a typical “load” for us…. So, our staff was able to provide the amount of monitoring, playing, spoiling and all of the other special things we are known to do to help our fur babies enjoy their stay with us. Copper was included in all of this.
The owner stated that Copper came home with fleas. We are sorry to hear this. We checked our facility and our other dogs with us at the time, and found no fleas on the property or the dogs. Our policy calls for owners to show proof of flea prevention treatment for their animal before we accept them.
Our 24 hour staff is up and cleaning the morning "Kennel Mess” by 730-800AM each morning. When Copper’s owner arrived, just before 8AM, to drop off, he mentioned strong ammonia smells and a putrid fish tank. Yes, the kennels do smell rough in the mornings as dogs have accidents during the night… which is why cleaning is the very 1st thing we do each morning.
As far as the putrid fish tank. That tank was once a beautiful Cichlid Tank full of colorful fish. However, since the hurricane wiped the fish out, we have used it to grow our beautiful Ivy Plant. The tank smells fine, and we believe looks quite nice.
Again, we hate to see any of our customer go away less than 100% satisfied that we did the best to make their pet's stay as healthy, fun and comfortable as possible.
We will continue to work hard to strive for that 100% satisfaction goal in the future.
We appreciate our many customers who have trusted us over the years to take care of their pets.. thank you for your business and support.
