I would strongly recommend that anyone considering Tails of Texas get all pricing in writing before…read moreleaving their pets.
Before boarding our two dogs, we called and discussed pricing with a staff member. Based on the information we were given, we agreed to move forward and dropped our dogs off for a week stay. When we returned to pick them up, we were shocked to find out that the price had essentially doubled, bringing the total bill to $592.
When we questioned the drastic difference, we were told that we must have spoken to a new employee who provided incorrect information. The explanation was that there were new people working there and that a mistake had been made. Unfortunately, there was no effort to honor the price we were originally quoted, no meaningful solution offered, and no management escalation available to address the issue. We were simply told that the amount due was $592. Passing the blame onto a new employee does not excuse the situation or make it acceptable. If a business provides a quote and a customer makes a decision based on that quote, the business should stand behind it.
What has made this situation even more concerning is the condition of our dogs after returning home. According to the records provided to Tails of Texas, both Kacie and Callie weighed approximately 16 pounds before their stay. After returning home from a one-week boarding stay, both dogs now weigh approximately 12 pounds. The weight loss is visibly noticeable, especially in Kacie, and we can clearly see her ribs. The facility had both dogs' weights on file prior to boarding, making the amount of weight lost during such a short stay even more concerning.
When I called to express my concerns, I was told that staff in the back reported that Callie was hyper, ate only a small amount of her food, knocked the rest over, and refused to eat the rest. However, that directly contradicts the report card we were given at pickup, which stated that the dogs devoured their food. Those two statements cannot both be true.
At this point, I believe one of two things happened: either the report card was pencil-whipped and filled out without accurately documenting what actually happened during the stay, or I was lied to when I called asking questions about my dogs. Honestly, based on how this entire situation has been handled, I wouldn't be surprised if it was both. Either way, it is completely unacceptable from a business that is being trusted to care for people's pets.
The inconsistent explanations have only added to our concerns. As pet owners, we trust a boarding facility to provide accurate information about our animals' care and well-being. When the written documentation says one thing and staff later says something entirely different, it raises serious questions about how records are being completed and whether they can be relied upon.
I was told by the front desk staff that I would receive a phone call from the owner/general manager regarding these concerns. I hope they take this situation seriously and are willing to address both the billing issue and the condition in which our dogs were returned.
Based on our experience so far, this has been one of the most disappointing and unprofessional customer service experiences we have encountered. Between the unexpected billing, the lack of accountability, the conflicting information regarding our dogs' care, and the condition in which our dogs were returned, we will not be returning and cannot recommend this facility to others.
