Need Advice on Doggy Daycare Incident – Feeling Frustrated

[My sweet potato]

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Hi everyone, I’m new to the forum and looking for some advice. I recently had a really upsetting experience with a doggy daycare service, and I’m at a bit of a loss on what to do next.

A few weeks ago, I booked a doggy daycare for my dog while I was on holiday. It was her first time with this service, and things went terribly wrong. The dog walker took her and seven other dogs to a local park, and my dog ended up running across a motorway trying to get home. She was hit by two cars but, thankfully, only suffered some cuts on her back leg. The vet bills, though, have added up to a huge amount.

I emailed the dog walker, sharing the vet bills and asking for reimbursement, but she refuses to pay. She claims her insurance doesn’t cover this incident and denies responsibility. Here’s what she said:

1. No Pre-Walk Meetup
   We had arranged a meetup a week before, but the dog walker forgot. I reminded her via WhatsApp on the day, but she didn’t respond. We scheduled another meetup while I was on holiday, and my partner was supposed to meet her. Unfortunately, my partner only confirmed the daycare booking and didn’t mention the meetup, and the dog walker didn’t bring it up either.
   The dog walker later claimed that if she had known my dog was anxious, she wouldn’t have taken her. Oddly, her website says she’s a professional dog trainer experienced with anxious dogs. I had no idea my dog would be anxious in this situation since she’s fine walking with me or friends. I trusted the dog walker to handle it professionally.
2. Leash Incident
   The dog walker says my dog was on a leash the entire time, but it slipped out of her hand when they were heading back to the van. She claimed that this happens regularly and wasn’t her fault.
3. No Legal Contract
   We made the booking via WhatsApp. The dog walker was recommended by our neighbor, who uses her service regularly. My partner dropped off our dog with the neighbor, and the dog walker picked her up from there. The dog walker is now saying she was only doing a favor for our neighbor.

I researched online and found that dog walker insurance should cover incidents like this, but she hasn’t given me a clear reason why her insurance won’t pay. My insurance says I should be able to claim from her insurance since the accident happened under her care.

I’m incredibly frustrated. Not only was my dog almost killed, but the dog walker hasn’t taken any responsibility, followed up on the incident, or even apologized. I’ve also checked with the local council and couldn’t find her listed as a licensed doggy daycare provider. Does this mean she’s operating without a permit?

I feel like my only option now is to take this to small claims court. Has anyone been through something similar? Any advice on how to handle this legally?

Also, on an emotional level, I’m heartbroken. My dog is now terrified of cars, and I have to carry her whenever we’re near a road. Any tips on how to rebuild her confidence when walking near traffic?

Thanks for reading, and I really appreciate any guidance you can offer.

 

[JoanneF]

I'm so sorry this has happened, and for your poor dog. What a horrible experience.

You might want to contact Trevor Cooper at www.doglaw.co.uk He is a specialist in legal matters relating to dogs.

Regarding the small claims court, I was given good advice once on a claim (not dog related though). I was advised to send the other party a copy of the paperwork ”as a courtesy” before submitting it and paying the fee. In my case, it worked.

 

[Flobo]

This is just awful and heart breaking for your little dog and you! I'm literally just about to head out but IF she has insurance to walk dogs it absolutely should cover her for accidents. I'll check the wording on mine when I'm home, but pretty sure even basic cover would have this.
What an awful example of dog care, drives me quite mad!! But also dog walking has no regulations, sadly...

 

[JudyN]

What a horrible thing to happen. To help rebuild her confidence, avoid everything stressful for now. Then find a quiet road where you and she can just sit some distance away and share some quality time (and treats!). If she would rather be further away, let her choose to move away - if she feels she can control the level of exposure, this will give her confidence. Working within her comfort level, gradually decrease the distance from cars. Go slowly though - it will probably take a long time, and she might not ever be as happy around traffic as she was before this happened.

As regards the legal situation, be very clear about the outcome you want. It could prove expensive for you - more than the vet bills - and is also likely to be stressful.

 

[Flobo]

If you do plan to seek legal advice, presumably you've kept the messages you spoke of above?

The dog walker says my dog was on a leash the entire time, but it slipped out of her hand when they were heading back to the van. She claimed that this happens regularly and wasn’t her fault.

The whole situation is very worrying, this particularly. She is basically admitting that she is not paying attention on a regular basis to keep the dogs in her care safe. I don't understand how that can not be her fault... But the fact there was no physical meet up may be a problem, if the booking was confirmed via her business Whatsapp, that may help. As Judy says though this could be a long and stressful process if you do decide to proceed, no harm seeking advice though.

Sadly a professional looking website does not always guarantee you a professional or conscientious person. Dog care is a self regulated business and the responsibility to do the checks, in person; insurance, experience, how the dogs are transported and how many etc, are with the dog owner...please don't take offence at me saying that, you employed this person in good faith and a recommendation and something truly horrible happened that should of been preventable, just with a bit more care.
I'll attach the cover from my insurance, if she does have any pet business insurance I should imagine(or hope!) it would be similar.
Wishing you and your little dog well, rebuilding her confidence will take time and patience. These situations just break my heart and sadly you and your little one are not alone with these kinds of experiences...

 

[Hemlock]

Agree with contacting Trevor Cooper. He is very very good.

Re: what to do otherwise - leaving out the emotion and unfairness (and I too would be VERY emotional!) keep the outcome in view. What do you actually want? It may well be that "justice" through the Small Claims is an illusory victory as it may cost you more than you achieve. It is quite likely that pursuing a case of negligence is expensive and doesn't help you. Your insurance premium will hike regardless of no-fault. If the dog walker ceases to work you may get the backlash by your neighbour falling out with you. Sometimes life sucks and is a chalk up to experience moment. You will never be caught this way again, and your poor dog (and two traumatised motorists) very luckily and no thanks to the stupid irresponsible dog walker will in time and with care be able to move on from this awful experience. This is not what you want to hear, but pure pragmatism and long experience. I am so very sorry that you and your dog have had to go through this.