Formal Complaint - Barking Hound Village Marietta…read more
I am writing to formally express my disappointment with my recent experience at Barking Hound Village Marietta. I have been a loyal customer for years, and the level of service has declined significantly under the new management.
When Jeremy managed the facility, he consistently demonstrated professionalism, excellent customer service, and genuine care for both the dogs and their owners. Unfortunately, my experience with the new manager, Austin, was the complete opposite.
I scheduled my dogs' temperament evaluation approximately one month in advance. After loading my three dogs into the car and arriving in the rain for our appointment, I was informed that my dog, Gus, would not be accepted by the facility. This information should have been communicated well in advance, not after I arrived for a scheduled appointment. That lack of communication showed a complete disregard for my time and created unnecessary stress, especially since I had only one week before my planned travel to find alternative boarding.
Fortunately, I was able to secure care elsewhere, but no long-term customer should be treated this way.
The facility itself has also become disappointing. In my experience, it has often appeared unclean, is frequently under renovation, and the condition of the driveway has made visits inconvenient. Combined with the poor communication and lack of professionalism, it no longer reflects the quality of service I once expected.
During my conversation with the manager, I expressed concerns about my dog's safety around larger dogs. Rather than acknowledging my concerns or explaining the facility's safety protocols in a reassuring manner, I felt my concerns were dismissed. As a pet owner, I expect my concerns about my dog's safety to be taken seriously. Instead, I left feeling that customer concerns were not valued.
Perhaps the most disappointing part of this experience was the attitude toward loyal customers. Rather than attempting to resolve the situation, I was left with the impression that because the business is busy, customer service is no longer a priority. That is an unfortunate message to send to customers who have supported this business for years.
Because of this experience, I will no longer be bringing my dogs to Barking Hound Village Marietta. I cannot recommend the facility based on the customer service, communication, and overall experience I received. I hope ownership takes these concerns seriously and works to restore the professionalism and customer-focused culture that once made this location a place I trusted with my pets.
This was one of the worst recruitment and customer experiences I've ever had. There appears to be no cleaning schedule, no basic standards of professionalism, and no sense of decorum. The facility felt poorly managed, and I genuinely worry that dogs could become sick after spending time here.
What was even more concerning was the presence of aggressive pit bulls. As a customer, I should never have to worry about my dog's safety while boarding or visiting a facility. Instead of taking customer concerns seriously, the manager seemed to have an obvious affinity for the pit bulls rather than prioritizing the safety and well-being of every dog in their care.
Overall, the lack of cleanliness, professionalism, and accountability made this an experience I cannot recommend. If you're looking for a safe, well-managed place that treats all customers and pets with care and respect, I would strongly suggest looking elsewhere.
Also they now require 50% upfront for boarding (new policy, probably new management) also unheard of. And the new manager has an UGLY BIG mouth and talks back to customers defending pitbulls. They welcome litigation should there be a dog fight and in response Austen said "we don't get more lawsuits than any other place, its the cost of doing business" he's a really inappropriate, too junior to be in this position. He doesn't have the requisite experience.
