MAJOR DISCRIMINATION! The lack of communication and unprofessional service was abhorrent. We have been boarding our dog here for the last six years and never had an issue until now. The last time we boarded our dog here was May of 2021. Since then, I have made 2 separate reservations but I had to cancel due to the recent spread of kennel cough/respiratory illness spreading and we didn't feel comfortable boarding our dog. I tried to make reservations for any possible days in Nov & Dec but was told they're fully booked until January, which is understandable due to the upcoming holidays. When I recently called to make future reservations for March & June of 2022, I wasn't able to speak to anyone so I left a detailed voicemail. Few days passed and no one returned my call.I called back and still no one answered. So when I tried yet again, someone named Trish answered. I explained to her that I've called and left a message providing the dates I need to make a reservation for but didn't receive a call back or by confirmation. She then apologized and confirmed my name and dogs name, placed me on hold and the line got disconnected immediately. I called back 3 times since they were about to close at noon, but no one answered my calls nor did they call me back after knowing who I was. So I left yet another voicemail wondering what's going on and I need to lock in some dates for next year. I decided it's best to make a personal visit to find out what's going on. I arrived little after they opened around 3:15pm and spoke with Hannah at the front desk, she knew nothing of what was going on. She went to the back and got another staff member to help me and apparently she somewhat knew what was going on. Apparently, whenever my husband has picked up our dog after boarding, he has been provided with an option to pay either with a credit card or cash with a 5% discount. Most of the time we've paid in cash. A couple of times, Audrey (the manager/groomer) has thrown in "complimentary" group play for our dog. So, after those couple of times, my husband continued to ask if they can still throw in complimentary group play and was told they couldn't. The only discount we've ever received is the 5% (only if we pay in cash). This shouldn't be a reason to be treated so unprofessionally. I asked why they have been dodging my calls for the past several days and no one had an answer. I also asked why were 2 new separate reservations made after my dog was last boarded in May then? As a business, I would expect some form of communication/resolution if there was a problem. I'm usually the one that makes the reservations and for the staff to tell me that they would have preferred to deal with me instead of my husband sounds a bit harsh and discriminatory. He's never been impolite, unkind or ill mannered. As a customer that has been sending our dog here for the past 6 years & have referred several friends to them, I would have expected a more courteous approach to the situation. There have been numerous times when we've picked up our dog after overnight boarding that we come to find out that they've overfed our dog with the food & snack bags labeled "Extra" in case we arrive late. I had addressed this to them once but yet they still continued to do this. I can list all the issues we've had with them but it's petty and I wanted to have peace of mind while leaving our dog under their care. Fast forward to January 2022, we still have not received a call or any form of communication from either Audrey or Nicole as I was informed I would. I'm appalled and disappointed to say the least as to how we've been treated by the staff. We have never ever been treated with so much disrespect. The fact that we haven't received a call back truly reflects on Management and the manner in how they value their customers. Rest assured, we won't be sending our dog there anymore and certainly will not continue to refer them to anyone. read more
