ComplaintsforSabino Canyon Pet Resort

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 27, 2022 Dear BBB, Enclosed are some photos of my pet, **** ****, who was severely injured in her left eye. She obtained a Corneal Ulcer while she was in the care of Sabino Canyon Pet Resort. I have attached some copies to show the extent of her injury, the suffering and the extensive expense that this company has put our household through. Due to keeping up with this added expense, I was sent to a collection agency. Her vision will NEVER be returned to normal. This company has put us through much pain and heartache. The company is run by inexperienced people who have no place in taking care of a families beloved pets. I have spent $4,218.56 so far, since **** **** was injured. She will need her medications and vision pressure checks for the rest of her life. I would like this company to reimburse me for the damage and injury they caused to my dog. The attached letter explains how they acted when confronted with the injury news. Please do a thorough investigation into Sabino Canyon Pet Resort before another precious animal gets maimed and injured for the rest of their lives. They should NOT have a business license and deal with the public! I am sure that my pet has NOT been the only dog injured while in their care. I am requesting a full investigation into these people, the company and its employees. They should be ashamed of their behavior. I am also requesting a full refund of every expense that has been paid, a correction and removal of my name being sent to the collection agency and a low rating be given to them by the BBB. They DO NOT TREAT THE PUBLIC & PETS WITH RESPECT OF SERVICE. Thank you for taking the time in reading this memo. I look forward in hearing from you in the future. Sincerely, ******* & **** **** ******** ************* ************* *******************

  Business response

  11/29/2022

  To whom it may concern, 
  
  
  In regards to the complaint that was filed against our business, Sabino Canyon Pet Resort, I wanted to clarify the situation. Ms. *******'s dog, **** ****, was in our care for the dates of 02/05/2022 through 03/03/2022. The dog had an existing eye condition and was being medicated daily for ocular related issues that are common among the pekingese breed. We were provided eye drops to administer daily but we were not provided with enough for the entire stay. Upon pick up, Ms. ******* did not express any concerns but later called and told us that she thought that **** **** experienced some kind of trauma to her eye. I handled the situation as I would any other, I assured her that **** **** was taken care of with care, concern, and attention to detail and told her that I would be happy to refund her for the entirety of her boarding bill. In addition to refunding her bill, I told her that I would be in contact with her Veterinarian about the situation. When I spoke with the Veterinarian, they said that the condition existed previously and that there was a scratch on the eyeball that could have occured from the dog scratching her eye or a similar event. In cases where injury to any animal in our care is a result of negligence on our end or something that happened while in our care, we submit a claim to our insurance for any veterinary bills. I told Ms. ******* that we would refund her bill but that unfortunately veterinary costs for an existing condition is outside of the scope of coverage from our insurance company. 
  
  
  Please let me know if there is anything else that I can or information that I can provide.

  Customer response

  12/02/2022

                                                                                                                                                                           December 2, 2022

  Attn: Ms.Chelsea Malgoza, 

  Re) Case #18468264

   

  *I have owned dogs, my entire life. I have owned 4 Pekingese. This is NOT a NORMAL injury. When has a credentialed and seasoned Veterinarian EVER suggested to REMOVE a dogs ENTIRE EYEBALL due to a minor scratch? NEVER. 

  *Since there is NO SIGNATURE attached to the response, Who is stating what they assume are the facts? What is this individual hiding? What are they afraid of?

  *Sabino Canyon Pet Resort (SCPR) failed to mention to myself or my friend that **** **** was running out of her medicine. We spoke to them several times daily, in the beginning, to see how she was adjusting. Then on numerous times a week. She was never boarded before. If that were the case, my pet sitter would gladly have arranged to deliver the medicine to the facility. 
  

  *Upon my arrival to pick up **** ****, I asked to see where she was staying. The receptionist told me “No.” She neglected to hand me a copy of my receipt. I had to ask for it. The phone was ringing non stop, the groomer came into the lounge area complaining about having to raise her grandchildren, people were dropping off pets, and picking them up. A woman was questioning about the protocol of boarding her guests dog from out of town. It was pure havoc. The receptionist went into one door to get **** **** and came from behind me from another door. I had an UBER waiting for me in the parking lot, they wait for no one! In the car, I noticed **** ****’s eye and was quite distraught.
  
  *If **** **** was so very well taken care of, as they say, how would the management staff, who are married to each other, were NOT THERE! When I called SCPR, the receptionist said that Derek Tengewall was not at the facility. Only she was taking the calls. She was quite rude, in fact. Also, I had spent numerous hours trying to find a veterinarian who would take an Emergency Case. Our own veterinarian does not work the weekends. I told the receptionist that someone needed to contact me ASAP. After many hours later, Courtney Tengewall called. I relayed my concerns for **** ****’s injury. This is when she told me that she and her family were on vacation in Disneyland. Derek, included. She told me to save the receipts, email them to SCPR and she would call me upon her arrival in Tucson.

  *If they were so concerned and **** **** was taken care of with care, concern and attention to detail, explain this to me. How have they gotten the description of the INJURED EYE WRONG? NUMEROUS PHOTOS WERE EVEN SENT. 
  

  *Also, in closing my response, it is quite interesting that a facility which claims to take care, concern and attention to detail in supervising one’s beloved pet has gotten it WRONG on so many levels. Most especially the truth. SCPR only offered the reimbursement of boarding fees ONLY AFTER they received the bills which were emailed to them. They saw how expensive it was and decided on a version of the truth. They neglected to return phone calls to these Veterinarians. Courtney was rude and dismissive of me once she returned from vacation. After all, they had to pay for their vacation, instead of forwarding all of these items to their insurance company. They would NOT want their premiums to get high, with all of these injury submissions. This is a true definition of gross negligence. 
  

  *There is NO RECORD of SCPR cal**** **** ****’s Veterinarian at Buena Pet Clinic. 
  *Eye Care for animals NEVER received calls back regarding the emails for payment. Her Dr. is an Opthamologist, who knows the difference between a minor scratch and a deep conceal ulcer.
  *Miller Pet Hospital has NO RECORD of speaking with SCPR. Nothing is listed in her chart. After all, he was the veterinarian who presented the suggestion of removal of her eye. He would know if it was a grave injury.

  GROSS NEGLIGENCE: neglected in duty of care, negligent person who was employed by defendant, negligent person within scope of employment, injury resulting in such failure, knowledge of potential consequences of carelessness .                          

  ******* ********

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