Horrible customer service. Lack of understanding or flexibility during exceptional circumstances.
I had a trip planned and only had a small window to drop the dogs off. The staff at the kennel were expecting me, and they knew I was driving from Trail to Nelson, which takes about an hour.
I left home just after 4pm, because I wanted to give myself plenty of time to get there. They close at 6pm. Unfortunately, I got caught up in accident traffic in Castlegar. The Kinnaird Bridge was closed, and traffic was backed up leading to major delays. There was nothing I could do, and it was too late to take another route. I was frantically phoning the kennel for over an hour to let them know I was still coming, but would probably get there right at 6pm. I kept getting their voicemail, and was hoping someone would pick up or get back to me (they didn't).
I managed to get there right at 6pm, but I missed the turnoff and went 4 mins in the wrong direction. I pulled over again and finally got hold of someone around 6:03pm. I let them know I was 8 mins away, but the girl on the phone, said "Sorry, we're closed and my staff want to go home." They would not stay open an extra 8 mins to accommodate me, even though they knew I was driving from out of town, they were expecting me, and they knew I was navigating the highway closure.
I was short with her when we spoke, as I was obviously upset, and I still had to drive another hour home with the dogs in the back. My youngest dog doesn't travel well, and he was sick by the time we got home. Three hours on the road, and a quarter of a tank of gas later, the owner sends me an email telling me she was "uncomfortable with my tone" (are you kidding me??).
It was a long and incredibly stressful day. Based on their reviews, I'm sure they do great work with the dogs, but based on my experience, I would not recommend this business to anyone. read more
