In January 2015 we boarded our dog for one night (Sat/ Sun) at this kennel. We had used them a handful of times before for very brief stays (1-2 nights) w/o incident, however, after this experience, our dog (or any animal of ours) will never return.
When we picked her up, we found that she had not been fed the food we left her and have no faith she was fed any food at all; she had soiled her bed (which she has never done in her 9 yrs) and no one was able to tell us when this happened, how long it had been soiled and actually returned it to us in this condition - ruined; given the soiling of her bed, we have no faith that she was let out to go to the bathroom during her stay; and, she had not been given all doses of her medication, but yet the staff couldn't locate the resulting leftover medication, which required us to go back days later to pick it up. The reaction of one staff member, Matt, on the day we picked her up was - what are you so upset about??
The next day, Jessica, the office manager: (1) admitted that our dog was not fed the food we left and that the employee who was responsible for feeding her, Matt, had no explanation as to how he missed the fact she was to be fed her own food. Jessica did indicate that our dog received the kennel's food, but when I asked how we could possibly trust this given Matt was the one in charge of the feedings, she had no retort; (2) admitted she couldn't tell us when our dog's bed was soiled, how long she had been without it (did she even have it to sleep on Saturday night?) and that it should not have been returned to us in that condition. In fact, Jessica said they do not return dog beds in that condition and that is why it was in the laundry room, but yet no one can explain when/why it was just tossed in the laundry room and never laundered; (3) told me it was our fault for not specifically indicating our dog needed to be fed/medicated upon dropping her off first thing Saturday morning, even though no one indicated she would not be and we clearly left the exact amount of food and medication for her to be fed and medicated twice Saturday and twice Sunday; (4) explained that the front desk clerk, Stacy, upon pick up did not check for the medication in its normal storage space b/c when I looked in my dog's bag, noted all of the dog food was still in the bag, untouched, and therefore asked where the medication was, Stacy's explanation to Jessica was that she assumed it [the medication] wasn't in the bag. Well, if I said the medication wasn't in the bag and Stacy assumed it wasn't in the bag based upon my saying this, shouldn't Stacy have checked the place where the kennel stores all medications? Again, no answer.
The long and the short of the conversation was that, while Jessica admitted our dog did not receive the care we paid for her to receive, the kennel could not refund $59 for the stay...they could only credit our account for a future stay. I told Jessica that it wasn't a matter that they couldn't refund the stay, it was that they wouldn't. Jessica then stated they have a no refund policy and, in fact, have never refunded a customer's money. [Of note, this "no refund policy" is not contained within the Terms they have you execute when you drop your animal off.] When I again demanded the refund, Jessica indicated she would talk with the accountant and owner the next day and call me back. When Jessica called back, not only had the accountant and owner refused the $59 refund, but they decided to only credit our account $28. I then requested to speak to the owner and was declined, but was assured by Jessica that he would call me. To this day, I have never received a return call.
Not only did our dog suffer a horrendous visit at this kennel which ended our daughter's 16th birthday celebration on a sour note, we paid $59 for services we did not receive and had to replace a $35 dog bed. I have since learned this kennel is NOT accredited with the BBB and have been told by another individual that they used this kennel once and will also never return. So, please, beware and think twice before entrusting your family member to this kennel. If they admittedly take poor care of your loved one, all they will do is offer to care for your loved one again at a reduced rate w/no explanation as to why they provided substandard care in the first place. After all, that's their policy... read more
