In August, I booked a 3-day, 2-night boarding stay for my dog at A Pet's Life in Hingham, MA, while I attended my wedding. I arranged this months in advance, following the instructions on their website, which directed me to contact the owner, Colleen, via text. She provided a link to register through their portal, but it was clunky and difficult to navigate. Nevertheless, I entered my itinerary, registered for boarding, and received confirmation. I double-checked with the owner to ensure everything was correct, and she assured me that my dog would be staying at her home.
A few days before my dog's stay, I visited the facility to clarify pickup and drop-off instructions, which I had not received. I was told I could drop him off that morning and pick him up at noon on Sunday. This conflicted with my registered end time of 4 pm in the portal. I explained that I wouldn't be back until late afternoon due to my wedding, and I even offered to pick him up from her home or any location that was convenient for her. She assured me I could retrieve him from her home, so I requested the address.
On the day I was supposed to pick him up, I received a text--not a request but a statement--that it would be "better" for me to pick him up the following morning at daycare instead. I expressed my preference to collect him as planned since I was leaving for my honeymoon the next morning. After several hours without a response, I reiterated my request for the address, but she ignored me and instead asked what time I would be leaving in the morning. I declined her suggestion again and continued to ask for the address, but she continued to ignore my requests.
When I returned home, there was still no response. After multiple unanswered calls and texts, I finally informed her that I was on my way to the daycare, hoping to receive a reply. Only then did she respond, stating that I needed to understand I was requesting a pickup outside of her "working hours"--a detail she had never communicated to me prior, despite my registered pickup time being clear in the portal.
After multiple attempts to get the address, she continued to ignore my inquiries. It was only thanks to my dog's AirTag that I was able to locate him at a house in Rockland, MA--far from the location I had been told he would be staying. This lack of transparency and refusal to provide information about where my dog was being held and refusal to give him back is unacceptable. The experience was frustrating and left me feeling uneasy about my dog's safety and well-being. I would not trust A Pet's Life with my pet again. read more