I selected Playful Pet Resort because my normal boarder was booked over the Labor Day weekend. I called and received a call back the next day and was instructed to go on line and create a profile. I completed the profile and called for further instructions. I was able to schedule and drop off my dog for the initial day camp evaluation. During my conversations with the same staff member I explained my dog has a collapsed trachea (which he has had for years) and that it presents when he is excited but the rumbling noise goes away once he is calm. When I picked him up from day camp the staff person and I discussed the collapsed again. I pointedly asked her if it was ok for me to bring him back for his weekend stay, to which she confirmed yes.
I dropped my dog off Friday, September 2. Drop off was fine, when I walked in a different staff person appeared to be waiting as she greeted us and said "is this King" when we walked in. We talked about the collapsed trachea again and I gave instructions on his feeding and gave her his food. I also confirmed the time I would be there to pick him up on Monday morning.
On Sunday, September 4 while out of town (out of the state), I receive a phone call from Jason. Once Jason confirms he is speaking to my dog's owner he immediately says to me "I'm trying to figure out why your dog is here, because we don't board injured dogs..." What? I am immediately concerned because when I dropped my dog off he was not injured. Jason then assures me that my dog is fine but he has a serious medical condition and he doesn't understand why I would leave him there and not at a vet. Jason is rude and treated me as though my actions where nefarious by leaving my dog at their business without disclosing my dog's "serious medical condition." When trying to speak with him and explain that I did in fact make multiple members of the staff aware of the collapsed trachea, he continued to cut me off and basically try to chastise me for leaving my dog there instead of a vet. Well, Jason...as I explained on the phone and you eventually received clarification from your wife...I did what your business required.
While I appreciate your apology for your condescending and disrespectful attitude, the experience was so off-putting and unprofessional. I was hoping my encounter with you was an isolated incident but I can see by some of your responses to some of the not so good reviews, that this is common behavior for you and not an anomaly. Which is very unfortunate. I was initially very impressed with your business and was happy to leave King there and felt comfortable that he would be well taken care of.
I was looking forward to meeting you in person and continuing our conversation when I arrived to get King since you assured me you would be there. I was disappointed, but not surprised that you were not there. As I explained to your wife, it wasn't your phone call that was a problem, but the way in which you handled the situation. I also confirmed with my vet they have no record of anyone speaking to you about King, as well as they would not release any medical history about any pets to anyone without the owner's authorization.
Since you are a service provider, maybe this will be a great learning opportunity for you on customer service as your customer service is severely lacking. Your wife is amazing...maybe you should delegate customer facing tasks to her.
Lastly, I want to very clear that I never threatened you, however you telling me the boarding world is small can be perceived as a threat by you. I'm sure you understand, that door swings both ways!
I will count individual blades of grass before I would ever consider bringing my dog to your facility again. Absolutely, no need to respond to my review or trying to call me. read more