The owner (Lori) is EXTREMELY RUDE, doesn't take accountability for the shortfalls at her business, and the price you pay for boarding at this so called "pet hotel" is so not worth it. I've seen better looking boarding facilities and have had way better customer service experiences. This place does not scream pet hotel to me. Oh and by the way, my dog came back with kennel cough, and Lori (again she's the owner) completely denied that there was any chance that my dog got it from there.
Before posting this review, I tried to talk to Lori on two separate occasions about issues with her customer service skills and issues about my dogs' stay at Petite Paws this past weekend. My first complaint was about not initially receiving the pictures of my dogs that I was promised. I was away for a week for some military training and sorely missed them. I was offered pictures when I called to check on them but didn't received them until I wrote a short email reminder requesting the pictures be sent. No biggie, I really just wanted a few pictures of my dogs. That's all.
Lori was not the person I had been communicating with about my dogs. In fact, it was her sweet office manager, Kiley. However, Lori, not knowing any of the situation and not having communicated with Kiley, jumped the gun to respond to my email with a four
plus paragraph email explaining that her staff was busy and didn't have time to send pictures. In my email I asked about the Facebook page. I would've been willing just to check out the Facebook page for pictures. Her response was that she didn't want me to go looking on FB expecting to see pictures of my dogs because that's only for people who add on extra services.....meaning pay extra money for services in addition to boarding. So my $300 plus dollars for boarding for 6 days wasn't enough to warrant a few pictures while my dogs were there?! smh. To pacify me, she attached what looked like a few hastily taken, weirdly angled photos of my dogs....one was from behind, the other was dark, and another was blury. I responded to her email explaining my disgust with her customer service skills and pointed out that nowhere in the email did she acknowledge my concern nor apologize that it took so long for them to fulfill a promise that they made. She was only focused on explaining her rationale of what happened and why I didn't get what I was promised. On top of that, one of my dogs contracted kennel cough during her stay. I contacted Petite Paws and talked to Kiley to inform her. Lori didn't call or acknowledge my concern once again. I called back and requested to specifically speak with her about what happened. I expressed to her that I wasn't calling to play the blame game but to inform her for the safety of all the pets who were there and may have contracted it along with my dog. I also wanted to know why weren't they able to notice if another dog had kennel cough because it's a very distinct sound and is hard to miss....or was this a deliberate oversight? Hmmmmm.....Kiley explained that she would tell Lori and that she would recommend that Lori give me a call back. 24 hours go by and no phone call from Lori, so I called and specifically requested for Lori to call me back. This time Lori called. She came up with excuse after excuse on how she didn't think it was kennel cough because the vet didn't take blood work. Well I called the vet back, he stated that blood work was not the solution either. He explained how he came up with the diagnosis based on several facts surrounding the situation when he examined my dog in his clinic that day. I mean that's what doctors do right. I asked if there was a test he could do. Apparently he would have to sedate my dog, swab her trachea, and send the swab to a lab. I guess Lori knows more than the vet.....smh. She had been convinced by someone (maybe herself) that my vet didn't know what he was talking about. Lori also tried to blame it on other places my dog had been.....like the vet. After she insulted my intelligence several times, I quickly realized that the conversation was going nowhere. I mean who doesn't know that one of the most common places to get kennel cough is during boarding. Yes, they can get it elsewhere but my dogs had been to the vet for less than 30 minutes to get shots and back home then to Petite Paws for boarding for 7 days and 6 nights. Come on Lori! What a stretch! Lori was VERY rude. I even recommended that she let Kiley handle the customer service part because she is so much better at it. I tried giving Lori constructive criticism and professional feedback....having worked large scale customer service operations my entire time career for one of the largest organizations in the country. However, Lori is in denial that she needs some training in that area. Needless to say, I will NOT be boarding my dogs there ever again. read more
