May be so or a case of them never having been reported to the licensing officer before. We were reported about 3 times in 21 years on was because we refused to accept a cat and was not even booked in with us, another was a GSD that freaked out they said it had never happened in other kennels , I leave you to draw your own conclusions and the other suffered from heat rash which we had under vet supervision because of it.

Have to add a lot of kennel problems in their defense is down to the dog owners not asking /checking first on what the kennels require. Vaccinations not done or out of date was the biggest cause of refusal.

Your saying that has reminded me of something - a couple of years ago, they told me that people had left dogs with them in a 'right state' and then complained when they'd given them back not at 'show standards'. I remember just commiserating with them at the time, but now I realize that's exactly what they are going to dismiss my case as!

I always listen very carefully to instructions kennels give us but I expect them to do the same in return! i realize any business that deals with the public means you get customers who expect the impossible/unreasonable - that's why I wanted to check here, to see if I was being unreasonable in expecting a daily brush (which had been asked for!)