I want to begin this review by stating that I RARELY write reviews. I just don't have the time. So, for me to take the time to write this, should relay the extreme unprofessional manor my husband I were treated by PAM.
Fact - We booked last weekend for our two little dogs. My best friend was getting married out of town and a neighbor referred Pam to us. We have never boarded our two dogs, as we normally have a house sitter, but to try something new, and from hearing such positive things about Privileged Paws, we were excited when Pam booked us. I sent all of my vet records a WEEK before our boarding date, in timing with Pam's request for them.
Fact - THE EVENING BEFORE OUR TRIP, at exactly 5:12 pm, I received a phone call from PAM. I had just returned from my vet picking up my deceased dog's remains. Pam informed me that I would not be able to board my two pups with her the next day unless I got them two shots they needed. I was shocked... 1. Because I was emotional from crying holding my dogs ashes as she spoke to me. 2. Upset because I just had returned home from the vet and they close at 6:00 pm. 3. Because my best friend's wedding was the following day and I could not figure out how I was going to make it all work to get new shots in time. 4. Because it was so last minute, and I had sent her the vet records a week before. 5. Pam did not apologize. She told me that I told her they had all of their shots, so she didn't bother to check until 5:00 pm THE DAY BEFORE.
Fact - Pam stated that the only way she would take my dogs the following day was if I went BACK to the vet and got the additional two shots the next day.
Fact - I WAS upset and emotional. I was honest with her about my situation, my feelings, and my shock that she was blaming me for the situation. She insisted she wasn't and would gladly board the dogs if I got the two shots in the morning. I apologized for my distress, and took the blame for not having the shots she needed, and agreed to move forward in the morning.
Fact - my husband got up early the next morning and spent TWO HOURS at the vet getting the two required shots, which could only be administered by a vet - not a tech. We spent $300.00 because they required an exam with the shots.
Fact - The drop off time I had arranged with Pam was 11:00 am, so I texted Pam to let her know the long vet visit changed the drop off time to 1:00 pm.
Fact - at 12:30 pm we got in the car with our luggage, our dogs and wedding clothes and wedding presents. I set up the GPS to Privileged Paws and to my husband's and my HORROR, YELP informed us they were CLOSED. Sure enough, they close every day from 12-2. We could NOT wait to drop them off at two, as it would interfere with wedding festivities and duties that I had being in the wedding party. I texted and called multiple times, left messages, but to no avail. NO ONE called to help us. We were left stranded with our dogs, on our way to drop them off.
FACT - PAM never followed up. PAM never apologized. PAM never texted or called. We have yet to hear from her in any fashion.
Fact - PAM added unnecessary stress, money, and time to our already busy day. Everyone knows wedding days are hectic and stressful and her actions affected us and many others - including the bride.
It is in my husband and I's humble opinion, once the mistake was realized, Pam should have been more willing to work with us. We did get the additional shots, so she should have made sure to INFORM us that she was going to be off duty during the next morning, which could affect our drop off time. The fact that she waited last minute to tell us we needed shots and then didn't even care enough to inform us that they were going to be closed during our new drop off time, is just unfathomable. The character of a business always shows through customer service. Pam did not have the dignity or grace to even reach out to return our phone calls after we were totally stranded with our two pups on my best friend's wedding day.
Like I stated, I rarely write reviews... we all make mistakes. However, this was such abominable treatment, I felt compelled to share our story. Let the FACTS speak for themselves. read more