ComplaintsforWags Dog Park

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My experience w/ Wags was good until this incident. In April 2022 I saw another dog act aggressively toward my dog. An employee immediately reacted. This employee was bit by the other dog in doing so (the bite did not break the skin, but left a visible bruise on her forearm). I feel it is important to say that I had seen this dog at daycare before & had never seen him aggressive toward another dog. Initially I intended to not take my dog back, but my dog seemed to enjoy it. I called Wags, expressed my concern & asked if this dog came in certain days so that I could bring my dog on different days. I asked that if that dog came in unexpectedly, to put my dog in a separate kennel, call me, I would come to get him. This worked well for months. I came in on July 5th & the dog that I had concerns about was there; I left. A Wags employee had seen me and called to ask why I left. I explained (I was not angry, I was happy to just bring my dog another day). The employee said he did not expect the other dog to be there tomorrow. When I arrived the next day, the other dog was there; the owner seemed to be expecting me. She said the other dog was boarding (not there for daycare). I offered to take my pooch home. The owner insisted my dog stay, assured me the other dog would be kept separated. When I arrived to pick up my dog; the other dog was in the common area as was my dog. The dogs usually rush to the front of the kennel when the door opens; they did so on this occasion. The other dog went after my dog with no instigation from my dog. The employee present react quickly. I took my dog to the vet immediately where he required sedation and sutures in 3 places due to bites from the other dog. The owner apologized for the incident and admitted that it was a mistake. Wags stated they would pay the vet bill, however, later clarified they would turn it into their insurance. I still have not received a reimbursement for the vet bill.

  Business response

  11/02/2022

  Hello, I am saddened to see that *************************** was not satisfied with our attempts at reconciling the incident that occurred with her dog, *****. Wags is an indoor dog park/doggie daycare that has large groups of dogs playing together at all times. We make it very clear that injury can occur when a group of animals are at play although we do our best to prevent it from happening. ***** was scratched by a dog that had been a long term client at wags without incident, the claim of the dog biting an employee was not an accurate claim as we take dog bites very serious and always have to document employee injury.  Unfortunately male dogs are more prone to aggression when both are not neutered which was the case with *****. Our employee sat with ***** and cleaned the wound on her dogs leg, ***** said the dog was ok and the employee also observed only a small wound. We informed ***** to make us aware if she felt that her dog needed to see a vet as we have a contract with a vet in our area that we take any dogs injured in the park to see.  

  
  

  That evening ***** took ***** to the emergency vet, who we do not have a contract with, and notified us after. As our liability form states we do not take financial responsibility in the event of injury but we do try our best to help in anyway possible. 

  
  

  We refunded ***** her unused package ($250) and another $150 from her current package. We do not normally do this but felt it would help her as she had stated she struggled to pay the vet bill. We have been in contact with ***** regarding her refunds and regarding her signed liability form. We hope that this clears up any misunderstanding. 

  Customer response

  11/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Good afternoon! 

  
  

  I received the response from Wags regarding my complaint. I would like clarify a few things. 

  
  

  I was refunded for unused services purchased in advance. I did not consider this a courtesy, simply what is right. Wags offers 10 day packages for $250 (or did at the time, I do not know what they currently offer). In early June, I picked my pooch (*****) up and was told out package was up, so purchased another one. At the very next visit my husband was advised that our package was up, so he purchased another one. When I realized there had been a mistake on the same day of the second charge, I called to correct it. I was told by the business owner was owner that their machine was down and they were unable to offer a refund for the mistaken charge at that time, I was offered a credit to our account and accepted. I had no intention of using the remainder of the package or using the unused package that I was mistakenly charge for twice after the incident occurred. I can provide bank statements with these charges if needed. 

  
  

  The employee present at the time of the incident described in my original compliant did not sit with me and clean my dogs wound. She followed me to my car and when I stated I was taking my dog to my vet right now, she insisted on calling the owner before I left. The employee was directed at that time (while on the phone with the business owner) to clean the wound, which she did while ***** was already in my car. I spoke with the owner at my car and stated I was taking my dog the my vet right now, the owner responded stating “I’m sorry, it was a mistake” and “bring the bill to me.”  She did also express her concern at that time and wish ***** well. At that time, one puncture wound (from the other dogs tooth, indicating he was bitten) was apparent and bleeding a good amount. Once at the vet, 2 more puncture wounds were found. ***** required sutures in 3 places due to punctures from the other dogs teeth. The time on the receipt from the vets office is 4:01pm, during regular business hours. ***** was not taken to an emergency clinic without the knowledge of the business owner. Of note, ***** was treated for an ear infection during that visit. I do not expect reimbursement for that charge. 

  
  

  We did sign an agreement acknowledging that injury can occur; it says Wags will not be responsible for injury among other things except in the case of neglect or willful misconduct. I do believe this falls under neglect. Please see the details in my original complaint. I have attached a photo of the portion of the contract that specifies this. 

  
  

  During the event described in my original complaint, my dog was bitten by the other dog. I have photos if needed and I am sure I can obtain a copy of the vets report. I have not attached the photos because they are graphic. I will provide them if requested. The statement by the business owner the ***** was not bitten is not true. It is true that ***** is not fixed; **** was made aware of this prior to coming in for the temperament test. ***** was deemed by a Wags employee to be fit for daycare. Per our breeder contract and the vet recommendation ***** will be fixed between 18-24 months. He is currently 16 months old. 

  
  

  I stated in my original compliant that a Wags employee was bitten by the dog that attacked my dog. I did so to explain why I had initially expressed concerns about this dog and did not want the two dogs to be together. I saw that employee at the next visit and spoke with her (asking if she was alright) about the bite. I also spoke with another Wags employee (****) about my concern for the other dog (as described in my original compliant). **** also acknowledged that this dog bit the employee, stating she did not know how to handle the dogs. This does not have anything to do with my compliant except to demonstrate that the business owner is either unaware of what goes on in the facility or that she is being deceitful. I am an honest person and take offense to be being accused of lying. 

  
  

  Thank you very much for you time in this matter.

  
  Regards,
  
  ***************************

  Business response

  11/15/2022

  Posted liability signs along with signed contract regarding injuries at the facility. 

  
  

  In regards to ****** response our employee was in view of camera sitting with ***** to clean the wound on *****. After ***** decided ***** needed to see a vet we did offer to attempt to submit her bill to our insurance company, although we informed her that due to the liability form we could not promise they would accept the claim, the claim was denied by insurance. In the last response I had attached the refunds made for unused services, as she stated after this event she would not be returning. We normally would not refund packages that had been in use but felt it was the right thing to do. 

  
  

  Addressing *****s claim of neglect, all customers are made aware of the risks of the dog park. ***** was left at the park that day knowing that the dog in question was in attendance. Again we have no reports of an employee being injured by said dog, although dogs do tend to jump on employees, nip, ect as it is part of the job, the dog in question did not have a history of aggressive outbursts and if he did he would not have been allowed at the facility as we have a strike system in place. 

  
  

  We do our very best everyday to provide top notch care to the dogs in our facility but unfortunately injuries do occur. The facility cannot take responsibility for every minor injury as that is the risk of large groups of dogs playing together, and the vet form provided does state ***** was treated for a minor laceration. We apologize that ***** is unsatisfied Wags being unable to compensate the $237 for the vet bill, we try to ensure every client understands the risks and their responsibilities should an injury occur. 

  
  

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