Kennel cures conflict over sick dogs

COMPLAINT: Patrick McGuff, Columbus

"Both my golden retrievers were boarded at the Pet Palace's Columbus airport location for two days. Two days later, after I got both dogs home, I noticed they both had a persistent cough and wheezing. My family vet confirmed that both dogs had severe cases of kennel cough.

"I called Pet Palace and requested to speak with the manager. She was unavailable, so I informed the associate we had two cases of kennel cough. I requested a follow-up call from the manager, which I never received.

"Later that week, I sent a letter to management about our stay with a copy of the $225 vet bill I absorbed as a result of the condition the dogs picked up while boarding there. No one from the facility has acknowledged my call or letter."

DESIRED RESOLUTION: "I want financial settlement for the vet bills I incurred as a result of my dogs' stay at the Pet Palace."

COMPANY RESPONSE: Tiffany Richards, resort manager, Pet Palace

"Our manager didn't receive the letter. After this complaint came to our attention, we contacted the member and he forwarded another copy to us. Following up on customer issues is very important to our company. Had we been aware of this earlier we certainly would have called the customer."

STATUS: Resolved

Editor's Note: McGuff informs Angie's List he received a $175 refund from Pet Palace.


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