Never left a bad review for a business but that's about to change. Our dog has been boarded here multiple times and we've never had an issue until now. The dog was boarded for approximately 4.5 days. During those days , his medication was NEVER given to him. Of course mistakes happen, but what is the reason for answering questions while checking your dog in and filling out an instruction box if it's not going to be followed? Considering it was written down on his sheet and written in sharpie on the clear food container to give him medicine twice daily, I am not really sure how it's missed. Also maybe the fact there is a bright blue medication bottle inside of the food container , might be a clue that the dog is supposed to be taking medication with his meals.....? Lastly on this issue, the employees are instructed to make NO CONTACT with the dog, so the only job they have with our particular dog is to feed him and open the outside door so he can use the bathroom... bare minimum if you ask me:) but of course things can be missed and mistakes happen.
Onto the next issue- Melissa the "manager" who seems to already have a few reviews with her name in it , in no way shape or form helped in this situation. As someone who has experience in management and customer service, I can absolutely say the customer is not always right but in this situation, this customer is "right".
When my mother called concerned and upset this morning once realizing our dog didn't receive his medication for the entirety of his stay , she was met with no empathy or concern for the issue caused by employees "mistakes". All she had to say was "I already said sorry". She then proceeded to mock her by saying "blah blah blah" while my mom was speaking . Then hung up on her. Now if you're going to mock a customer over the phone , I would maybe suggest being smart enough to mute the mic or make sure it's completely covered up next time Melissa. Also maybe act like an adult who knows how to handle a customer complaint if you're in a management position. Simply saying sorry in a sorry ass tone doesn't really cut it for a customer who found out her dog wasn't given his meds for 4.5 days. That isn't going to cut it unfortunately. Was there really anything that could've been done today/on the spot to smooth over the issue? No, but all it takes is a guarantee that something like this will never happen again and maybe an empathetic sorry next time. My mother didn't even ask for a refund /credit for his next stay, she was simply wanting to voice a very serious concern and get some answers.
Lastly- I went by the establishment at 3:30 to get the owners information and the doors were locked, lights were off and no employee was visible through the glass doors. Now if I am reading the hours correctly, which I am, it says Mon-Friday 9am-12 / 2pm-6pm. So why the doors were locked and lights off during business hours, I don't know. My sister then called the phone number after we left and the automated message says something along the lines of "if we aren't answering , we are helping other customers".....
What customers could y'all be helping if the front doors are locked and the lobby is empty??? Yea that one doesn't make a lot of sense. Anyways Melissa told my mom the owner was out of the country and she "could talk to her" when she gets back. I am sorry the owner will have to handle this situation when she gets back from her trip because the manager left to handle business operations , clearly couldn't handle it and made what could've been a simple fix, a much bigger issue. The first time we boarded our dog there, we felt comfortable enough to leave our dog there, and they let us know they could absolutely handle him and his needs. Unfortunately Melissa ruined that today and we obviously won't be back again. read more
