I brought my boi in to stay through Memorial Day weekend. A Friday to Tuesday stay. This was his…read morefirst boarding experience, and I expect there to be some learning curves. Unfortunately, I don't feel that learning curves covers how I picked him up on Tuesday. I chose this place through referral, and also customer review. My gal never had any issues utilizing this place previously. They have a good location, and their cost isn't too bad considering where it is. I had him in for 4 nights, and provided the food. and some treats.
First recognition. I did get an email about him having stomach issues and diarrhea. I appreciate that notification. When I arrived to pick him up, I was waiting in the front and there was a lady (not sure if she's a manager or owner), and we chatted about his stay. She mentioned he was behaving a bit more aggressively and bullying a bit, and had to be kept from some of the other dogs. That, I completely understand. He's a big boi for a two year old, and we're still working on training some of those habits out. Fights and injuries were not mentioned. When they brought him out, he had marks on the bridge of his nose and his lip. This was not reported to me, and when I asked they said it may have been due to him being anxious in his cage. Except that they were not rubbing wounds, they are four puncture wounds. He also smelled atrociously, and required an immediate bath. He had brown stains on his legs and hind quarters. This man would not sit in his own stool unless he had to. If it wasn't his own, then the cage wasn't clean. And his breath smelled just as bad as what I had to wash off of him. If he wasn't allowed out with others, and was given his normal diet, his breath shouldn't have deteriorated to such a degree. When he came out of the door, he wasn't excited, he was fearful. While separation can be a traumatic experience, this wasn't that kind of emotion. We've been separated for weeks before, I know what that is like. Even after two days since pickup, he still not quite right after this experience. From a logical perspective of baseline customer service:
1. If my dog is bleeding from his face, you need to report it to me.
2. He shouldn't be covered in feces.
3. With my original inquiry, I and was told what may have happened. That doesn't work well for me. If he was separated, in a controlled environment, we should know exactly what happened. And no one should be covered in feces.
Follow Up -
I wrote to the facility, and they responded quickly both times. They apologized for his condition, and that protocol was not followed. Though it doesn't change my experience, I appreciate that. They were also nice enough to offer a credit, and grooming. Things aren't always perfect, I get it. I hope this doesn't happen to anyone else.