JUST DON'T
Having been told by this kennel that my dogs would never be left with or be in contact with any other dogs, I left my two dogs here and I went on vacation. The day I got back I called to say I was on my way to pick up my animals. I was told by the owner that my mini poodle was bitten by another dog but it was a "small laceration" and he was at the Urgent Care getting stitched up. First of all.. WHAT? Why was he near any other dogs? Secondly.. WHAT? Which Urgent Care?! I arrived at Urgent Care to find out my dog had literally been malled by a Labrador retriever. The explanation I was given by QR " it was the fault of an inexperienced employee". Ummm. You put the employee in the kennel with the dogs. Your fault QR! My dog was literally in ribbons. The Vet said he would likely not survive. What the Heck happened to "small laceration?!" Thankfully, after 4 surgeries, several courses of antibiotics for necrosis and sepsis a month in the hospital and a $4000!! bill, he was released. Call me crazy but I went back to QR to attempt boarding again (lightening doesn't strike the same place twice, right)? When I requested (apologetically and admittedly due to my own fears) that my pets be handled by the employee I was familiar with and trusted, rather than someone I'd never seen before, I was reprimanded by the employee that she'd "worked here long enough!" I again said it's not personal and I'm just gun shy after the incident and felt more comfortable with the employee I knew and therefore trusted. She was still unsympathetic, stated that I insulted her and then she became rude. Later on I received a call from the owner. He called to say I'd insulted his employee by asking for someone else to handle my pets. WHAT??! How about "we understand your concern after what had happened and we are happy to make you and your pets comfortable in any way we can. Thank you for trusting us with your pets." NOPE. Apparently, that's not how Quail Run does business. No customers come first philosophy here. Incidentally, the entire month my pet was in the hospital, I never once received a phone call from the owner (nor any other QR employee)asking how my dog was or even if had survived. Bye bye Quail Run.
IN RESPONSE TO DON'S POST (below). I never implied I paid the $4000. I merely stated that was the cost. That however is irrelevant. You were not there when I picked up my dogs on my last visit so it is impossible for you to comment with "facts". I never demanded anything. In the years you've known me that has never been my demeanor. I requested politely and your employee looked like she was going to cry. I then assured her that it wasn't personal. I politely asked for Pat. When I was told Pat was unavailable I acquiesced and said "ok but I'm nervous, please be very careful with him". She then said "never mind, I'm getting Pat". Again, I said "it's ok just be very careful" and she said "no , I'm getting Pat". Incidentally there were No other customers in the waiting area. None whatsoever! Pat got my dogs. She said next time she wouldn't be able to leave what she was doing and I'd have to let the other woman retrieve my dogs. Then she and I said goodbye. I said goodbye to the other woman and she chose not to respond. Again, as you were not there (you were outdoors in a training session) it is impossible for you to comment accurately regarding what transpired. Nor can Pat know how the conversation went before she arrived. However, since you've both known me for a few years, you can infer that my actions were polite and mindful, as they have always been. Even after my dog was malled. My issue here is your follow up phone call, apparently to reprimand me for requesting a familiar handler which led to your employees hurt feelings. Your employee made Me (the customer) uncomfortable and your response was inappropriate. Furthermore, you were so quick to pick up the phone in this situation, yet, I query, where was the phone call when my dog was hospitalized for a month? I will be sharing this discourse with every Vet/ groomer and pet owner I know. I never had to request that Pat handle my dogs because Pat was the only person I'd ever encountered (other than Don) in all my visits. There is a reason some people choose to work with animals rather than humans as they have a difficult time interacting with other people. This woman's reaction and Don's response exemplify this phenomenon. read more