PRESCOTT VALLEY, Ariz. -- A couple says they dropped off their two dogs at a Prescott Valley kennel before going out of town and returned two days later to devastating news.
“It's the worst thing that I've ever felt. It's just a big hole in my heart," Angela Smith said.
Angela and Paul Smith took their pooches Blue and Gigi to KennelKamp Village, where they thought their pets would be safe while they were away.
"They're our kids, you know. I love taking care of them and having them around."
The Smiths couldn't wait to pick up their furry children when they returned from their trip
"I said, 'Oh, I'm so excited to see the girls,' " Angela Smith recalled.
But a kennel staff member told the couple there was a problem. Gigi had apparently "bolted" from the facility and was missing.
"And she pointed towards the front door and I'm like, 'You let her out the front door?' " Angela Smith said. "I hysterically started crying. And then I said, 'OK, I've got to pull it together and I have to ask when, why, how come you're not looking for her?' "
The Smiths said they were told many different stories about what happened to their dog.
One story was that Gigi ran out the front entrance, which is secured by two doors. Another story was that Gigi jumped over the tall back fence.
3 On Your Side sent a producer to the kennel to get some answers.
The producer was greeted by a receptionist and asked to speak with the owners, Neal and Suzanne Applegate.
The receptionist said Neal Applegate had stepped out but would likely return in an hour. One hour later, he still was not there.
The producer insisted on speaking to someone about the incident, so the receptionist called Suzanne Applegate. She declined to comment and hung up the phone.
The producer asked the receptionist what happened. She said Gigi jumped the back fence but she knew nothing more.
The KennelKamp Village contract that must be signed by all customers waives the kennel's liability in numerous events including escape and death of pets.
But Angela Smith says she at least wants an honest response from the business.
"I think that they need to tell me truth about where my dog is and what really happened to my dog, even if it's not something I want to hear. I want to know the truth," she said.
The Smiths are still searching for Gigi and have posted signs all around the Prescott area.
They also have a message for KennelKamp Village.
"You had one job. Your one job was to watch my dog, keep my dog safe, and you failed to do that," Angela Smith said.
Numerous other attempts by 3 On Your Side to contact KennelKamp Village were not returned.