Your statement omits several critical facts that are central to why this situation was unacceptable.
First, staff communication throughout this incident was dismissive and, at times, rude. Concerns raised by the owner were minimized rather than treated with the seriousness they deserved. When a dog is entrusted to a professional facility, respectful and transparent communication is not optional.
Second, treatment was initiated without proper veterinary consultation. Sending photos to a veterinarian is not the same as obtaining an examination, diagnosis, or treatment plan. Medication was administered without clear confirmation of what it was for, why it was appropriate, or what risks it carried. Treating a ruptured abscess without an in-person veterinary assessment--especially when the dog is not your own--represents a serious lapse in judgment.
Third, this dog is not simply a "training dog." This is my daughter's emotional support animal. The distress caused by seeing her support dog injured, treated without consent or proper medical oversight, and returned in that condition cannot be minimized or brushed aside. The emotional harm to a child who relies on this animal for stability and comfort is real and lasting.
While you state that the dog "healed well," that outcome does not excuse the process. Proper care includes timely veterinary evaluation, owner consent, and professional boundaries, none of which were adequately met. The timing of a holiday does not negate the responsibility to escalate medical issues appropriately.
This relationship did not end on a positive note because trust was broken--by poor communication, unauthorized medical decisions, and a failure to fully appreciate the emotional significance of this dog to our family.
Respectfully, taking health and safety "very seriously" requires more than monitoring and assumptions--it requires accountability, consultation, and compassion. read more