We've been customers of Alaska K9 Aquatics for over 2 years and our pups love swimming in the pool. Unfortunately, this facility is under new ownership and the high standards by the previous owners haven't been upheld. Heather (dog trainer) is the only bright spot within this facility who's always on top of things. We notice on days she's not there the cleanliness, customer interactions, and overall functioning of this business becomes extremely degraded.
We've had a standing appointment with our 3 dogs every other Friday for over 2 years and schedule 2-3 months in advance. The previous owners always insured a gap with our pups since one of our dogs is reactive. This courtesy wasn't just extended to our dogs but to all clientele that needed a small buffer to get their dogs in/out of the pool.
Recently, when the new owner was doing orientations with new clientele 2 dogs were brought in during our swim time and our dogs immediately stopped swimming and began engaging the dogs that had suddenly appeared. The new owner did not address the situation appropriately and should have politely asked new clientele to wait in their vehicles until we completed our swim time. The previous owners had this as a standing rule so clients renting out the pool were not disturbed during their 30 min swim time.
The new owner asked if we wanted our session comped and stated we just didn't want dogs coming in during our session which until recently had never been an issue. We asked if this would be a problem in the future and the new owner stated you can just take the last session of the day if it's going to be a problem. It appeared the new owner didn't want to extend this simple courtesy. My spouse texted back and forth with the new owner stating that we would wait until Heather returned prior to scheduling another appointment. She abruptly, credited the remaining balance of our $1,200 punch card and sent us a comp for our session that had been interrupted without discussing with us first. Apparently, losing an established client after 2 years is this new owners only solution to this "new" issue which was never a problem with the previous owners.
I sincerely hope that the "New" ownership can adopt/enforce the established policies the previous owners had in place. This would create a safe, clean, and enjoyable environment for everyone. read more