The 'problem' dog, as the owner describes why they have certain policies they do in response to…read moreother negative reviews, which aligns with our experience.
9/27/24: We've bounced around DFW the last few years; our five year old dog has been in daycare since he was a puppy. He's well socialized but can be timid in new environments. We chose Legacy Dog Resort as the choice to board our dogs for the first time as we prepared for an out of town trip we were taking. We did the trial day before boarding for a four day stay. On the second day of the stay, they called and said there was an incident where our dog attacked another dog unprovoked while playing alongside a fence - and as a result, they would keep him isolated for the remainder of the day. While thinking this was a bit of a harsh response, this was also the first time they mentioned of a 'three strike' policy they have. While obviously concerned, as our dog has never shown this type of aggression, didn't really know how to handle - especially being out of town. I asked them to monitor him the next day and call immediately if another issue arose. They did not call the next day, which my assumption - like the three other days, our dog played fine. Never questioned an incident took place but we were concerned of the environment our dog was in for him to act out of character like this. It wasn't until Sunday, 9/29/24, after we called to check in did they inform us that our dog was no longer welcomed back because of the one incident that occurred that Friday. So instead of working with us to moderate, break up his play time - judgement was passed and identified our dog as a 'problem' dog - completely omitting their own three strike rule.
Upon pick up on 9/30/24, the kind lady at the front desk showed me the footage. There were about 30 dogs in the clip hanging around by a fence as described, but what was not explained initially as shown in video - two dogs jumped on my dog's back, which is what initiated the incident. Not justifying my dog's behavior - but it clearly showed why he reacted the way he did. Again, I repeat, we never questioned 'something' occurred with our dog and that there was an incident, but remain concerned that not only was the incident not as described, they chose to just ban him without working with us to find a solution.
To summarize, we are very disappointed with our experience at this facility as a former new client. I still think the staff is great - friendly, and attentive, but have serious concerns on how quickly the owner (whose decision it was) handled the situation to our detriment. I understand the need to uphold policies - but that didn't occur here. We have documents of references from other boarding places to vouch for our dog, and wish they worked with us to correct a one time issue - but we were never given that chance. If you are a new client, please be aware of how they implement their policies to rid out those 'problem' dogs.
