We were referred to Markim when we moved to the area and needed to board our Lab, Molly, while we were on vacation. Unfortunately, it was NOT a good experience, for any of us. As a little background, Molly is 8 years old, and while she has some health issues, she has been boarded at least once a year for her whole life and has never had any issues with any kennel where she's stayed.
When we checked Molly in on a Thursday, we were told that because it was her first stay, she could have some complimentary play sessions, which we thought she would really enjoy. On Sunday, though, we got a call from Markim - while we were 1,500 miles away, out of the country - that she was extremely lethargic, fairly non-responsive, and had wet herself in her kennel. They were going to take her to an emergency vet hospital. Turned out that Molly was severely dehydrated, to the point that for a few days, we thought she was going to die. She was eventually cleared to be returned to Markim, but with strict instructions that she was only to rest - no more playtime at all.
We went on Saturday to pick her up, not knowing what to expect. And while the shock of her appearance and demeanor was one thing to digest, Markim's actions at this point were even worse.
While the staff was glad to report that Molly had made progress, they initially planned on billing us for the days that Molly wasn't there. On the one hand, yes, they'd held the spot for her, but she wasn't there because she had been taken to the hospital because the staff had allowed her to become so severely dehydrated. When we questioned that, the girl at the desk went back to talk to the owners, and came back to say they wouldn't charge us for those days. Good.
However, the owners themselves never came out to talk to us. Never called us after the fact to see how she was doing. Nothing. It's been 2 weeks, and we still haven't heard anything, so I doubt we will (unless they respond to this, which they seem to do to negative reviews). From a customer service standpoint, that was deplorable. My dog almost died under their care, and they DON'T care. Or at least that's what it seemed like.
And the fact is, Molly DID almost die under their care. When we agreed to take advantage of the play time (or, even, when we agreed to leave her in their care - PERIOD), it was under the assumption and expectation that they would keep an eye on her and make sure that if there were any issues, they'd be identified and addressed before they became life-threatening. That obviously didn't happen. And it's because of that that I will NEVER board my pet there again, and will never recommend them to anyone.
UPDATE: The response from Markim's owner is exactly what I expected after seeing responses to other negative reviews. The sarcasm and lack of professionalism in it speaks volumes about both him and his business.
The fact is, we do not know if Molly's tumor is malignant or benign. The tests that were run on it previously were inconclusive. It has never affected her well-being, behavior, or anything else, so we had no reason to believe it would be a problem, and because we don't know what it is, we didn't feel it needed to be disclosed. She has no symptoms of a chronic disease and we're still not sure if there's anything wrong with her that would have caused that. We didn't say she HAS cancer; we said we knew about the tumor and that it MIGHT BE that. In hindsight, we should have not have taken advantage of the play time that was offered. It was clearly too much for her. But it's also clear that she suffered from a lack of observation while at Markim, period.
We do appreciate the care that Molly got after returning from Markim and that they apparently helped her in ways that are atypical for them.
The owners can blame us all they want for what happened, but the fact remains that they didn't even come out to speak to us or call us after a dog that was under their care almost died, and also tried to charge us for the whole stay. That says more than anything else. read more