Paula Brown - Maddie
Google Review Response 03/17/26
At Wag’n World, the safety, supervision, and wellbeing of every dog in our care is extremely important to us. Whenever a concern is raised by a pet parent, we take it seriously and review the situation thoroughly.
In this case, the matter was reviewed by our management team, including Wag’n World’s Chief Operating Officer, Emily Courtin, and myself as the owner. I personally reviewed the playroom camera footage, staff reports, and the communication history related to the situation so we could fully understand what occurred and ensure our procedures were followed.
As with all dogs participating in daycare at Wag’n World, Maddie participated in supervised group play under the procedures and policies outlined in our signed Pet Owner Agreement.
Wag’n World provides structured, supervised group play environments where dogs can safely socialize, exercise, and interact with other dogs. Our trained handlers actively monitor playrooms and manage behavior as it occurs. Because dogs are social animals, natural canine behaviors such as chasing, wrestling, barking, and occasional mounting may occur in group settings, and these interactions are managed by our trained team to maintain a safe and balanced play environment.
Rather than attempting to summarize or debate the situation within the limited space of a review response, we believe transparency is the most appropriate approach.
For anyone who would like to review the communication and materials themselves, including the full email correspondence, explanations of our procedures, referenced video clips, and the educational resources that were provided during the discussion, we have made the complete record available.
Please review the full documentation here:
https://www.wagnworld.com/maddie
We encourage anyone reading this review to review the full communication and documentation themselves.
Wag’n World has proudly served the Houston community for 9 years since opening our first location in 2017. Over that time we have grown to three locations, and we remain grateful for the trust that thousands of pet parents have placed in our team. Transparency, accountability, and the safety of every dog entrusted to our care are central to how we operate, and we look forward to continuing to serve and grow within our community for many years to come.
Nathan Rao
Owner, Wag’n World
For full transparency, the document below highlights the specific statements made in the final email and provides a point-by-point clarification based on video review, staff reports, and the procedures outlined in the Wag’n World Pet Owner Agreement.
Review of Statements from Paula Brown
Final Email from Paula Brown Prior to Wag’n World Owner Response
The following section addresses statements made by the pet owner in her final email prior to Wag’n World’s Owner last response. Each statement is summarized and clarified based on the documented communication, video review, and the procedures followed by Wag’n World.
This clarification is provided so readers can better understand the context of the statements made and the steps Wag’n World took in response to the concerns raised.
Relevant sections of the Wag’n World Pet Owner Agreement (2026) outline our supervision standards, behavioral management procedures, and playgroup protocols that guide how interactions between dogs are managed within our daycare environment.
Transparency Record: Clarification of Statements Made in Paula Brown’s Final Email Prior to Wag’n World Owner Response
Purpose of This Record
At Wag’n World, transparency and accountability are fundamental to the trust that pet owners place in our team. When concerns are raised regarding a dog’s stay or interactions within our daycare environment, we believe it is important to review the situation carefully and communicate openly about what occurred.
Context of the Communication
During the course of the communication regarding Maddie’s stay at Wag’n World, several statements and accusations were made by the pet owner in a final email prior to our last response. Because some of those statements question the actions, professionalism, and procedures followed by Wag’n World, we believe it is appropriate to address them clearly and factually.
Within the communication, the pet owner also suggested that Wag’n World may have been negligent in supervising the playroom environment. Allegations of neglect are taken extremely seriously. The safety and wellbeing of every dog in our care is our highest priority, and any suggestion that a dog was not properly supervised warrants careful review and documentation.
Documentation and Clarification
The material below highlights the specific statements made in that email and provides clarification based on the documented timeline, the review of playroom footage, and the procedures outlined in the Wag’n World Pet Owner Agreement.
Our intention in providing this clarification is not to engage in argument, but to ensure that anyone reviewing this situation has access to the full context and understands the protocols and standards that guide how Wag’n World manages dog behavior, supervision, and communication with pet owners.
Transparency and accountability are important to us, and when concerns arise, we believe the most responsible approach is to review the information carefully and present the facts clearly.
Over the years, Wag’n World has cared for thousands of dogs and built a reputation within the Houston community for professionalism, transparency, and the trust pet owners place in us to care for their dogs safely.
Documented Statement Review
For full transparency, the section below highlights the specific statements made in the final email and provides a point-by-point clarification based on video review, staff reports, industry educational resources, and the procedures outlined in the Wag’n World Pet Owner Agreement.
Review of Statements from Paula Brown
Final Email Prior to Wag’n World Response
The following section addresses statements made by the pet owner in her final email prior to Wag’n World’s last response. Each statement is summarized and clarified based on the documented communication, video review, and the procedures followed by Wag’n World.
Relevant sections of the Wag’n World Pet Owner Agreement outline our supervision standards, behavioral management procedures, and playgroup protocols that guide how interactions between dogs are managed within our daycare environment.
Statement 1
“Maddie has never humped another dog as she is extremely submissive.”
A dog being described as submissive does not mean that it will never attempt mounting behavior. Veterinary and canine behavior experts consistently explain that mounting can occur for many reasons, including excitement, overstimulation, attempts to initiate play, or the release of excess energy.
Dogs may also behave differently in a social daycare environment than they do at home or around familiar dogs. Daycare settings involve interaction with multiple dogs, varying energy levels, and new social signals that can produce behaviors owners may never have seen before.
During the review of the playroom footage related to the concern raised, Wag’n World observed an interaction in which Maddie briefly mounted another dog during play. When the pet owner later expressed disbelief that Maddie would engage in this behavior, video clips were provided so the owner could review the same footage that management reviewed.
The purpose of providing these clips was not to assign blame to any dog, but to maintain transparency regarding the interaction that had been observed during the review process.
Educational references:
ASPCA – Mounting and Masturbation in Dogs
https://www.aspca.org/pet-care/dog-care/common-dog-behavior-issues/mounting-and-masturbation
American Kennel Club – Why Dogs Mount Other Dogs
https://www.akc.org/expert-advice/training/why-is-my-dog-humping-or-mounting/
It would not benefit Wag’n World to misrepresent a dog’s behavior. Doing so would serve no operational or professional purpose and would contradict the transparency and trust we strive to maintain with all clients.
Statement 2
“I believe at this point this is retaliation for my prior emails of being concerned about my dog.”
When concerns are raised by a pet owner, Wag’n World reviews available information in order to respond accurately. This includes reviewing camera footage, speaking with staff, and documenting the interaction being discussed.
In this situation, the pet owner expressed disbelief that Maddie could have displayed mounting behavior. In response to that disbelief, Wag’n World reviewed the playroom footage and provided video clips showing Maddie briefly mounting another dog during play.
These clips were shared solely to provide transparency and to ensure the pet owner had access to the same information reviewed by management during the internal review process.
Providing documentation or video footage when a client questions whether a behavior occurred is a standard and responsible part of operating a professional dog daycare environment.
The Wag’n World Pet Owner Agreement outlines that daycare involves live social interaction between dogs and that behaviors may occur during play which are actively supervised and managed by trained staff.
Sharing footage to explain a specific interaction is part of Wag’n World’s commitment to transparency when concerns are raised.
Retaliation against a customer would serve no purpose for Wag’n World and would contradict the professional standards that guide our communication with pet owners.
Statement 3
“Neither of those videos show actually humping.”
The video clips were provided after the pet owner stated that Maddie would never display mounting behavior and questioned whether the interaction had occurred.
In response, Wag’n World reviewed the playroom footage and shared clips showing Maddie briefly mounting another dog during play.
Because playroom interactions can happen quickly, brief behaviors may appear subtle or may be interpreted differently depending on the viewer’s familiarity with canine body language.
The clips were shared so the pet owner could review the same footage that management reviewed when evaluating the concern.
Educational resources on interpreting canine play behavior:
PetMD – Why Dogs Hump
https://www.petmd.com/dog/behavior/why-do-dogs-hump
Preventive Vet – Understanding Dog Mounting Behavior
https://www.preventivevet.com/dogs/how-to-stop-dog-humping
The purpose of providing these clips was to maintain transparency and provide visual context for the interaction referenced in the communication. The intent was not to escalate the situation, but to respond directly to the concern and the disbelief expressed regarding the behavior observed.
Statement 4
“I realize you are trying to cover your bases at this point.”
Reviewing footage, speaking with staff, and documenting an incident are standard professional practices when responding to concerns raised by a client.
Responsible dog daycare providers document situations so that responses are based on verified information rather than assumptions. These review procedures are part of Wag’n World’s internal management process and align with the supervision and safety standards described in the Wag’n World Pet Owner Agreement.
Taking time to review the facts before responding is not an attempt to “cover bases.” It is part of being a responsible business and ensuring that information communicated to a client is accurate, supported, and transparent.
Statement 5
“I have seen multiple times of dogs humping my dog for minutes without anyone intervening.”
Playrooms in professional daycare environments are supervised by trained handlers who monitor groups of dogs interacting simultaneously. While handlers actively observe playgroups, dogs interact live and behaviors can occur quickly during normal play.
When behaviors such as mounting occur, handlers typically intervene by redirecting the dogs, separating them temporarily, or allowing the interaction to resolve naturally if it stops immediately.
Handlers must maintain awareness of the entire playgroup rather than focusing exclusively on one dog at every moment. This is a normal part of supervising group environments where multiple dogs are interacting at once.
Industry reference:
Canine to Five – Understanding Humping at Doggy Daycare
https://www.caninetofive.com/understanding-humping-at-doggy-daycare
Wag’n World’s role is to supervise, assess, and manage the overall playgroup environment using trained staff and established protocols, not to assume that natural canine behaviors will never occur in a live social setting.
Statement 6
“You didn’t seem to care that other dogs were mounting my dog. Did you actually contact their owners and take action?”
Wag’n World actively supervises playgroups and follows established behavioral management protocols when interactions between dogs require intervention.
When behaviors such as mounting occur, trained handlers follow a structured process designed to manage and correct the behavior within the playgroup environment before escalating the situation further.
These steps typically include:
• verbal correction or redirection of the dog displaying the behavior
• physically redirecting the dog away from the interaction
• providing a short time-out or decompression break if the behavior continues
• separating dogs temporarily to allow them to settle
• monitoring the dog’s behavior when reintroduced to the group
These procedures are consistent with the behavioral management protocols outlined in the Wag’n World Pet Owner Agreement.
Contacting a dog’s owner regarding behavioral concerns generally occurs only after these management steps have been attempted and if the behavior becomes persistent, disruptive, or indicates that the dog may need additional evaluation before continuing in group play.
Because dogs interact live in social daycare environments, brief behaviors such as mounting may occur and are typically addressed by handlers in real time according to these established procedures.
This approach does not reflect a lack of concern. It reflects a structured protocol designed to manage behavior responsibly inside the playroom before escalating the matter further.
Statement 7
“I do not believe this happened and believe this email is retaliatory.”
The information provided to the pet owner was based on the review of playroom footage and staff observations.
The purpose of sharing this information was to provide transparency and context in response to the concerns raised. It would not benefit Wag’n World or any professional dog daycare facility to fabricate or misrepresent information about a dog’s behavior.
Our goal in responding was simply to address the concerns raised and provide the information available from the review process. That is consistent with the way Wag’n World handles concerns raised by clients, through review, documentation, and direct communication.
Summary
Wag’n World responded to the concerns raised by reviewing footage, speaking with staff, and providing explanations regarding the interactions observed in the playroom.
The video clips and information shared were intended to provide transparency and context, not to assign blame to any dog.
Dog daycare environments involve live social interaction between animals, and trained handlers actively monitor and manage these interactions according to established procedures outlined in the Wag’n World Pet Owner Agreement.
Our communication with the pet owner was focused on explaining the situation, sharing available documentation, and responding to the concerns that were raised in a professional, transparent, and fact-based manner.
Final Response to Paula From Owner, Nathan Rao
March 16th 2026
Paula,
I am truly sorry that you feel this way about me, my team, and Wag’n World. I really am. We have done everything possible to ensure that Maddie remained comfortable and safe while staying with us. It is very unfortunate that after everything we tried to do, going above and beyond to explain everything, including reviewing footage, providing video clips, sharing materials and links, and offering our professional perspective, it still has not helped address your concerns and you choose not to believe us. Every email response Emily and I have sent has focused only on material and how Wag'n World operates. I have worked with shelters and rescues and have been in the business a very long time. It serves me no purpose to lie to you or any client, be retaliatory or cover my bases as you have claimed. Lying to my clients serves no purpose and would jeopardize my business. I truly love my business and have treated all customers and their dogts fairly.
Transparency has always been very important to me as a business owner, and it is one of the reasons Wag’n World has continued to grow and serve our community for nearly nine years. My goal has always been to communicate honestly with clients and ensure their dogs are cared for in a safe, supervised environment.
All dogs in our care, including Maddie, are treated the same under our supervision protocols. We have explained this many times. Our handlers are trained to intervene when mounting behavior occurs by using redirection, separation, and time outs if necessary. These procedures are in place specifically to maintain the safety and comfort of all dogs in the playgroup.
At this point, Wag’n World has followed our protocols and provided all the information we can. For the remainder of Maddie’s stay, until your friend picks her up, she will continue to be supervised and cared for under the same standards we apply to every dog entrusted to us.
There is nothing else to be said because we have tried to be cordial, remained neutral while listening to your concerns, but you don’t believe us and have already made up your mind to move on from Wag'n World which you said many of times.
I really hope that Maddie and you find another facility that treats her kindly, is transparent with you about everything and wish you nothing but good luck. A lot of facilities do not do what we do, so please research thoroughly and ask many questions.
We will miss Maddie.
Nathan
Transparency Paula Brown/Maddie Daycare Communication
At Wag’n World, transparency and trust with our clients are extremely important to us. When concerns are raised by a pet parent, we take them seriously and review them carefully with our management team.
The following page provides documentation related to a situation involving daycare play interactions with a dog named Maddie. Rather than summarizing or debating the matter in a short review response, we have chosen to provide the full context so anyone interested can review the information directly.
This page includes:
• a timeline of the communication
• a summary of the interaction
• the email correspondence
• referenced video clips
• educational resources that were shared during the review process
Readers are encouraged to review the materials below.
Maddie Communication Timeline
August 8, 2025
Playgroup Adjustment
Wag’n World staff notified the owner that Maddie had been mounted by other dogs while participating in the medium playgroup.
Following Wag’n World supervision protocol, Maddie was moved into the small dog playgroup, where interactions are typically calmer.
August 28, 2025
Customer Concern
The owner contacted Wag’n World expressing concerns regarding the incident and overall supervision.
Owner Response
Nathan Rao, owner of Wag’n World, acknowledged the concern and requested a full internal review of the situation.
September 2, 2025
Internal Review Completed
Wag’n World COO Emily Courtin reviewed:
• staff reports
• playroom camera footage
• daycare procedures
Actions taken following the review included:
• addressing a staff communication issue
• reinforcing supervision procedures
• providing additional staff training
• issuing a full refund for the boarding stay
March 13, 2026
Camera Concern Raised
While traveling, the owner reported seeing a dog briefly mount Maddie while viewing the playroom cameras.
Management Review
Nathan Rao personally reviewed the playroom footage and responded with an explanation of Wag’n World supervision procedures and behavioral management protocols used in group daycare environments.
Reservation Cancellation
The owner later requested cancellation of a future reservation.
Wag’n World honored the request and continued supervising Maddie according to normal protocols until pickup.
Final Communication
Wag’n World shared additional playroom footage with the owner as part of maintaining transparency and open communication throughout the situation.
Communication Summary
For readers who prefer a concise overview rather than reviewing the entire email thread, the following document summarizes the communication and investigation process.
Download the summary document here:
Maddie Communication Summary
Email Correspondence
The following documents contain the full email communication related to this matter.
Email addresses have been redacted for privacy.
2025 Email Thread
2026 Email Thread
Playroom Video Clips
During the communication process, Wag’n World reviewed and shared playroom footage with the owner to provide transparency regarding the interactions referenced in the emails.
Video clips referenced in the correspondence are available below.
Educational Resources Provided
During the communication process, Wag’n World also shared educational resources explaining common canine social behaviors that can occur in supervised group daycare environments.
Why Dogs Hump – PetMD
https://www.petmd.com/dog/behavior/why-do-dogs-hump
Why Dogs Are Tired After Boarding – Wag Hotels
https://www.waghotels.com/blog/why-is-my-dog-so-tired-after-boarding/
Wag’n World Playgroup Procedures
Dogs in daycare environments participate in supervised group play with other dogs.
Wag’n World handlers actively monitor playgroups and intervene when necessary to maintain a safe and balanced environment.
Behavior management procedures include:
• verbal correction
• redirections
• timeouts
• group rotation or separation when necessary
These procedures are outlined in detail within the Wag’n World Pet Owner Agreement.
Closing Statement
At Wag’n World, transparency is a core part of how we operate. The information on this page has been shared so that anyone interested can review the full context, communication, and documentation surrounding this situation and see exactly how it was handled.
When questions arise, our responsibility is to review the facts carefully, communicate openly, and ensure that our standards of supervision and care are upheld. The materials above reflect that process and the steps taken by our team to examine the situation thoroughly and respond responsibly.
We believe that trust is built through openness and accountability. For those who have taken the time to review the information provided here, the documentation speaks for itself.
Wag’n World remains committed to maintaining a safe, structured, and professionally supervised environment for the dogs entrusted to our care and to continuing to serve our clients with the transparency and integrity they expect from us.
Nathan Rao
Owner, Wag’n World
Educational Resources on Dog Behavior and Daycare Play
The following educational resources from veterinarians, trainers, and canine behavior specialists explain common dog play behaviors, including mounting behavior, and how professional daycare environments supervise and manage group interactions.
These independent sources are provided so readers can better understand the nature of canine social behavior and how trained handlers typically respond to behaviors that may occur during active play environments.
Why Dogs Mount or “Hump”
ASPCA – Mounting and Masturbation in Dogs
https://www.aspca.org/pet-care/dog-care/common-dog-behavior-issues/mounting-and-masturbation
American Kennel Club – Why Dogs Mount Other Dogs
https://www.akc.org/expert-advice/training/why-is-my-dog-humping-or-mounting/
PetMD – Why Do Dogs Hump?
https://www.petmd.com/dog/behavior/why-do-dogs-hump
Preventive Vet – Understanding Dog Mounting Behavior
https://www.preventivevet.com/dogs/how-to-stop-dog-humping
Understanding Dog Behavior in Daycare Environments
Canine to Five – Understanding Humping at Dog Daycare
https://www.caninetofive.com/understanding-humping-at-doggy-daycare
Whole Dog Journal – Why Dogs Mount During Play
https://www.whole-dog-journal.com/behavior/why-dogs-mount
The Spruce Pets – Why Dogs Hump
https://www.thesprucepets.com/why-do-dogs-hump-1118299
Why Owners Sometimes Believe “My Dog Would Never Do That”
Many dog owners are surprised when their dog displays behaviors in group play that they have never seen at home. Dogs often behave differently in social environments where multiple dogs are interacting, playing, and responding to higher levels of excitement and stimulation.
These resources explain why even well-trained, friendly, or submissive dogs may display behaviors during group play that their owners have never observed before.
American Kennel Club – Understanding Dog Body Language
https://www.akc.org/expert-advice/training/understanding-dog-body-language/
American Veterinary Society of Animal Behavior – Interpreting Dog Behavior
https://avsab.org/resources/position-statements/