I'm highly upset and disappointed with this company. If you didn't read my husband's review…read morealready, I want to explain my frustrations.
My sweet 1-year-old German Shepherd, Oso, was scheduled for a 2-week board-and-train and came home under horrible circumstances. We've had Oso since he was a baby and taught him the basics ourselves (Sit, Down, Wait, Up, Free, Spin) using positive reinforcement. See Video 1 for an example.
Oso has had high reactivity toward other dogs, which we made very clear was something he needed training on. The trainers kept saying that he likes to "pick fights" with other dogs. I understand Oso has a big bark, but he has never once been aggressive toward another dog. We understand aggression can occur, and I'm not a dog trainer, so if that's what you call "picking fights," so be it. (See Video 2 for an example.)
In Video 2, you can also see two trainers come together to talk about Oso's dewclaw. They didn't even know what it was called and referred to it as "weird," which I took offense to. Keep this dewclaw in mind, because that story isn't over.
Communication overall was poor. For $2,000, I would expect, at minimum, pictures or videos every day. Mind you, when Oso was home, I had a dog walker who walked him for 30 minutes every day and sent me multiple videos along with a map of where they went on their walk. With this company, the pictures we received were mostly just Oso sitting outside on their dirt patches. We received two videos of Oso on the dog treadmill, with no explanation until I asked how long he was on the treadmill for. I felt like I constantly had to ask for information, and if I didn't ask, it wasn't a priority.
Oso also came home with what looks like pimples on the inside of his mouth (see image). He did not have these prior to going there, as I am very conscious of everything regarding his health and appearance. The facility may not have noticed this, but I believe they would not take responsibility for it. I'd love to hear the excuse they would give: "These things happen."
On the last day of his training (go-home day), we were already struggling to make the appointment because my husband and I are both active-duty military and can't just leave work. My husband received a call that Oso was receiving his bath, and during his blow-dry session, his dewclaw got caught in the grate and RIPPED OUT. I can't imagine the pain he was in.
They took him to a local pet hospital, which didn't even see him until SIX hours after his initial arrival. After many attempts to get in touch with them regarding payment, Matan finally called and said he would cover it and that "things like this happen." I would love to see the camera surveillance and a written report of what happened. I can only imagine what the excuse will be as to why I'm not able to receive these from Matan.
Oso is home with us now and recovering.
We are extremely dissatisfied and honestly can't forgive ourselves for giving this company $2,000 for this treatment. Matan, to make this right, a refund is due--or at least half.
We should have known we made a mistake when we paid first and then signed the contract stating refunds are not given. You were so personable and reassuring over the phone before booking, which unfortunately fooled us.
Never will Oso or any of us be near this company again. I hope this review helps other responsible dog owners think twice before choosing this company