First of all, the only reason that I'm giving this place 2 stars is because the manager Miata actually attempted to make things right. However, it was not enough to keep my business.
I was really excited when this place opened. My dog has been going to the Barkshire in Troy since he was 3 months old. This location is much more convenient for my family. I jumped on the $99 unlimited 30-day daycare special when they first opened. About a week into it, I had my doubts. Nearly every time I looked at the camera, the staff was sitting on the play equipment on their phone. My dog would sit there looking extremely bored. When I brought it up to a staff member that my dog looked bored, she stated that I could sign up for enrichment sessions. I have to pay you to play with my dog? Why are you working at a doggie daycare?
Today, I was in a pinch so decided to give them another shot after several months of not going back.
I had since gotten a new phone so I called to get the invite code for the app so that I could view the cameras. Andy answered the phone and couldn't seem to understand what I was asking for. She thought that I wanted to change my phone number. Audrey got on the phone sounding extremely bored and again didn't seem to understand what I was asking for and told me that I could view the cameras on the website. She finally gave me the invite code after me being extremely frustrated and expressing this.
8 out of 10 times that I looked at the cameras, the staff was on their phone and sitting down. I watched my dog sit hopefully by the door waiting patiently to go out. I didn't see them take him out once. My husband called and spoke to Miata and let her know how upset I was. She advised that she would comp today's visit. When I got there to pick him up, I asked Heidi at the front why my dog hadn't been out all day. I was advised that they are taken out as soon as they get there and then not again after Group Play which ends at 5:00. I had dropped him off at 7:15. I was flabbergasted. Apparently, they expect the dogs to go to the bathroom inside. My dog won't do that. Heidi gave me my total which was $32. I informed her that I would go ahead and pay it even though Miata had said that today would be comped. I also advised that I would not be coming back. Heidi said, "okay that's fine have a great day!" with a big fake smile on her face. She then kept that grin on her face and spoke as sweetly as she possibly could to everyone else while I stood there dumbfounded waiting for my dog. I finally asked to speak to the manager and Miata came out with my dog.
Miata appeared to sound understanding and listen to my concerns and expressed that she had walked around to her staff and advised that they should not be on their phones. I asked her what time she spoke to her employee about being on their phone. She stated a half hour ago. I showed her a screenshot from the camera 10 minutes before showing the employees still on their phone Nearly every time I've looked at the cameras at this establishment, the staff has been sitting and looking at their phones - so I have a really hard time believing that she doesn't think that happens- or that she even really cares. All of the public areas in the daycare have constant monitoring.
To top it all off, once I got home, my dog made a beeline for his water bowl and drank for a full minute Non-Stop. I don't know if this means that they didn't provide water, or that the water was not refreshed regularly. At any rate, my dog seem desperate for his own water.
I have to thank Pet Suites for showing me that not all Doggie Daycares are created equally. read more