As some reviews on Google have said, customer service at this kennel is severely lacking.
We have taken our dog to this kennel many, many times, and each time we pick her up we have said that we will not return. Given the amount of times that we have taken her here, no one is ever friendly to us or acknowledges us, we are constantly sent rude text messages about pick up hours, etc., no one here even smiles! It seems like a miserable place.
The first time our dog stayed with this kennel, she was on a high dose of steroids which were to be taken twice a day exactly 12 hours apart. On our final day of our vacation, we received an overabundance of text messages reminding us when we needed to pick her up. We knew when she needed to be picked up--we were her owners that booked the reservation. I asked them if they had been giving her the steroids as prescribed (every 12 hours). We received a text response back first stating that she was never given any steroids. When I questioned them, I got another response saying that she was given them once a day, after I further pushed, someone responded that she was given them at 8am and 5pm. I don't know the accuracy of any of these statements or if she was given the medication at all, and that is not acceptable as we paid them almost $100 extra for the medication to be distributed as prescribed, but I let it go. And we continued to go back when we shouldn't have.
After several stays, she had a reservation and right before we left her reservation was cancelled without any communication. I called to ask why it was cancelled. I was told that her vaccinations were expired. Her vaccinations were always expired, even for the previous stays and they knew this. They accepted her with expired vaccinations because it was recommended by her vet that she cannot be vaccinated and only does titers testing. I asked why this changed as they had accepted her before and I was hung up on. I called back and asked what I was supposed to do since we were leaving the next day and was told I would need to provide a letter from her vet saying that she could not be vaccinated. We called our vet, and she told us that she has had issues with this kennel before because the owner is very difficult. Nice. My vet sent over the document same day.
Every stay after, there were miscellaneous charges that were erroneously added to our invoice that I didn't notice until we arrived at home. (I had to start requesting printed out invoices because of this). I had to contact them several times requesting refunds for fees that they added for no reason. Most times, they said they were "unaware" that the charges were added, but they never apologized.
Our last encounter here, we requested to do an early drop off at 8:30am. We called to ask if this was possible, and we were told that it was "impossible." I looked on their website and saw that they allow early check in for an additional $15. My husband called back and asked for them to accommodate the early check in, and they said they could. We requested an early drop off and late pick up (around 5pm), we were told that we could pick up as late as 6pm. We received several text messages the day of pick up that we needed to pick our dog up by 5:30pm even though we were told when we made the reservation that we could pick her up at 6pm. We were late coming from the airport because we were stuck in 5pm traffic in Salt Lake. We arrived to pick up our dog at 6:05pm (5 minutes after their closing time). There were two workers still at the desk, and our dog was in a cage by the front door. I apologized for us being late to pick her up because we were stuck in rush hour traffic. Mind you, five minutes late. Neither of the two women sitting at the desk looked at me or acknowledged that I apologized. One of them just responded that we owed $107. I asked for a printed receipt and left.
I was holding and hugging my dog after getting her outside and out of the cage and realized that she had dried feces all over herself and her blankets and bedding.
When we got home, after thoroughly cleaning our dog and her bedding, I reviewed our invoice to yet again find added charges that were not disclosed to us. I emailed them yesterday asking what the charges were only to be given a smug response. I responded that I would prefer a refund for the charges instead of an account credit because we won't be returning, and how disappointed we have been with the lack of care for their customers. I never received a response.
We are so disappointed in the attitude of the owner and the employees that work here, with the exception of the young blond girl. She is the only employee that we have come in contact with who is happy, cheery and pleasant to talk to.
We really wanted to love this kennel, but we won't be back. I hope that others have a much better experience than we had and that the owner/employees learn from this review that they should at least ACT like they care about their customers. read more
