I must admit, I have been on the fence about writing a review of this business for a few months. But in the end, I felt the need to get my opinion out there for others to know. We have been long time customers of this establishment. But this may no longer be the case due to what appears to be either new ownership or poor choice in new staff.
Our family cares deeply for our furry babies and because of that, we only want the best for them while we are away. Over the years we have seen many faces come and go at this business. The girls - and guys - who meet us when we arrive have always been wonderful and we have always felt that they took an interest in our dogs and gave an honest report on their time spent with them. The most endearing quality has been that they truly love dogs! They would show a genuine excitement about seeing our dogs walk in the door, wait for them to sit and then let them through the gate to give them attention. They were even to the point that they knew the exact food that both our dogs ate and how much without our having to give the instructions! We could call at any time while we were away to ask how they were doing and Vanessa, Pam, Christina, or Sarah could tell us everything we needed to know without missing a beat. They even knew if they were eating well and who they were playing with!
As of late, I must report that this has not been the case. When I have tried to call to check on them, or even to make an appointment, I rarely have any luck getting through to anything other than the automated voice mail. When I have reached someone and inquired about how our dogs behaved, the receptionist say they do not know as they are not in the group play areas with the dogs. They will then put me on an extended hold to go ask one of the attendants who works with the dogs and give a generic report that I have now not only heard told to me, but also to other clients while waiting for our dogs.
I have also observed one of their receptionist entering their small dog play area to try and retrieve a customers dog, and in doing so she began to scream at the dogs and start to harshly pull and push them back. She then brought the dog to the owner and was very brisk and overwhelmed by the whole situation as she tried to seemingly make an excuse for the harsh handling. A word of advice, be mindful that yelling can be heard easily over the barking and that there are cameras that customers can watch from the lobby.
One of their other receptionist, although nice, is extremely fake. She tries to seem interested in us and our dogs, but ultimately her true colors come through within no more than 30 seconds as she begins going on about her personal dogs. The personal touch this place once had seems to have vanished.
Perhaps the most concerning thing is their level of care for injuries. During one of our vacations, we were informed that our Pug had gotten a cut while playing with another dog. The receptionist was honest and upfront in telling us the play had gotten a little rough and the cut was a result of it. We are realistic dog owners and we know that fights happen. We were told that they would look after it and inform us if it got worse. We received a call 3 days later to tell us it was looking just fine and there was nothing to worry about. When we picked the dogs up, the scratch was completely healed and looked perfect! After a stay this past month, our other dog came home with a open wound on the bottom of his foot which was easily noticed, as was the limp it caused. We received no call, nor was it addressed when we picked them up. I had debated calling to ask, but I decided to spare myself the trouble of leaving a message. We took him to the vet instead to have it taken care of. We know injuries happen, but what concerned us is that it went unnoticed. Our vet said that it was at least 2 days old and would have bled enough to have been seen as they walked.
We may use this facility in the future for very short stays. But with the new faces and the change in care that has accompanied them, we will be looking elsewhere for our daycare and boarding needs. We will miss the old Camp Bow Wow that has been good to our dogs over the years. read more