This place has been a great place over the last year and a half but in my personal experience it only takes one F-up to ruin all of those attaboys. My dog and I have been with this location since my dog was 6 mos old so we are going on a year and a half. I moved to Denver and still brought my dog to this location having to drive backwards from Highlands ranch and the back to the DTC so obviously I liked and trusted this facility and the people there with the care of my pet.
I have done my part to keep my dogs vaccines up to date. When they post a sign in the window about requiring influenza vaccines I get them, both types. Two trips to the vet (one for the shots the second for the boosters), 4 shots, and over a hundred dollars later I get refused boarding privileges.
My dog received the Bordatella vaccine 6 mos and 8 days ago. The vet said the vaccine was good for a year, so I took them at their word and put a reminder in my calendar at 11 mos to get the vaccine updated. Apparently this location requires this vaccine every 6 mos. I respect that and am not upset about that but for the life of me I can not figure out why they never bothered to tell me until I was turned down service at the door.
This part is for the company:
Your job is to board dogs and keep them healthy. You know your rules regarding shots and other things I do not. These rules are a fluid thing and are subject to change e.g. Influenza shots. I need you and your people to tell me these things and let me know when these things are changing or a something is coming up.
When a customer comes in and gives your company the shot records of a dog those records should get uploaded or inputted with shot type and date received. I say should because I don't know how your company does it but this is what makes since at least to me. Once those vaccines are in the computer they can be filtered, sorted, and all kinds of cool things. Say my dog got her Bordatella 5 months ago, it would make sense to have the computer send out an email, a text, or at least flag the account so that when I go to pay, the employee can inform me that there is a vaccine about to expire.
If you can not or will not help the customers by notifying them that they have needed vaccines coming up your company should have a grace period on vaccines. Your company posted about the influenza and gave what I would assume was a 30-90 day window for all of the customers to get in to compliance and up to date. My Vet says Bordatella is good for 12 mos, unknown to me until today your company says 6 mos, and at 6 mos and 8 days I am turned away at the door!!!!
This is like having a plan to take your kid to daycare on your way to work then finding out the daycare is closed! Well now I have to figure out what to do with my child, I am late to work, and I have lost all faith in the company I pay to watch and care for my kid while I am at work.
Your system is broken and I hope for the customers and the companies sake that it gets fixed. Unfortunately for me my faith was lost and I only give one chance. You guys care for the pets and have an amazing staff but that doesn't excuse negligence. read more