I called everyday, sometimes twice a day. Each time I called the staff member told me they didn't have any contact with him, but would ask. the same update every day, "He is loving the staff." I don't care about the staff, I care about what the staff did to entertain my puppy that couldn't join group play. I asked what they played during his 3 play times, I asked how he did at night, I asked about his eating habits, and I asked about how he did with the fireworks on the 4th of July. The staff said they didn't know, but would send an update later as they were busy with other dogs. I found this odd that my 4 month old puppy had no update from the staff during individual play. 30-45 minutes, 3 times a day, a staff member couldn't send a quick picture or text me an update? He never had group play as no other puppies came in with the same vaccination status. I had no signs of life for 7 days. I could tell the staff was getting annoyed with me and I was afraid the more I complained or called the less likely they would provide me an update. I requested pictures as well after missing my baby. For 7 days I didn't receive an update. For 7 days I didn't get pictures, and updated report card, nothing. I tried to be patient thinking perhaps there was staff shortages. I would have been fine if he was in group play. I would have been fine if they said he only got 1 or 2 plays due to staff shortages, but we played tug of war, worked on his commands, played fetch, etc. But I received nothing. Finally, I called the evening of July 5th and told Laci how concerned I was. She agreed and promptly took him out to play and sent me videos and an update. I told her I want a manager to call me because I shouldn't have to call multiple times a day concerned that my dog wasn't getting cared for. She said the manager would be in at 11 the next day. She also sent me a nice message telling me that the staff dropped the ball and she was sincerely sorry. As nice as she was I still was not given any update on what he did for the previous 7 days. July 6th, Travis (director of operations) called me and I asked them how they would feel leaving their fur baby in a new facility with strangers and no update for 7 days? I told him I did not rescue my dog to have him sit in a kennel all day. I am paying for a service and that service included play time, pictures, updates. They gave me a small discount on my bill at the time he was picked up. But the most concerning update I received was from my friend as I was on a plane trying to get home stating that he looks really skinny and nearly half his food that I packed was put in his bag. My dog was fed less than half his food during his 9 day stay! When I arrived home at 1 am on the 7th, he was in a collar that was not his, his bag was not his bag, his leash was not his, and he was wearing a scarf that was not his. He did not have a bath or his nails trimmed. All of his toys, blankets, treats were missing. How unorganized is this facility that my dog was fed LESS THAN HALF HIS FOOD FOR 9 DAYS, BUT TELL ME HE WAS SUCH A GOOD EATER? To me this is negligence on behalf of the staff. when I showed them the bag of his food that was not given to him, they said that wasn't his food they mixed it up. His bag of food I labeled with his first and last name with feeding instructions. When I showed them the bag they had no answer as to why he was not fed. understands. I told him I just need to see the video documentation of my dog playing and eating from June 28th-July6th. I showed him the food that was not given to my dog during his stay and he said, "We may have given him our food." I responded with, "Why in God's name would you give him food that he is not authorized to eat? He has a gluten allergy!" He responded with, "Well I'm just making an assumption."
We went to the back office where to review every day my dog was in their care. Travis told me that their servers had gone down from the 29th-3rd of July. I asked if they had any disaster recovery or back ups in place (I'm a database engineer by the way). He said they did not. Upon inspection of his files I saw that June 29th to present day was listed in the database. I asked him to click on the 29th. He repeated that the servers went down and I told him to click on it and let me see. He kept trying to right click then quickly diverted and said, "I'll just do it this way." He unselected all the cameras and queried June 29th that populated zero results. I advised him that he needed to select all the cameras to pull back any data. He selected one camera that pulled back zero results after he removed the "all motion activity" search parameter. After 15 minutes of him refusing to pull up any of the dates he states are missing because the servers had gone down, (Side note, when servers are offline they will still retain all their data when rebooted), I told him, "fine show me July 4th." He was unable to find my dog in any of the videos in any of the play areas. read more