We had a reservation for our two dogs for the night and had such an unpleasant and frankly concerning check in experience just now that we took our dogs, left, and had to give up our hotel reservation for the night (at our expense because of the late notice). The woman at the office--believe her name is Lisa--claimed to have not gotten our vet's fax with their health info and not to have gotten our phone call this morning to be sure everything was in order before we dropped them off this afternoon. She was rude and defensive, saying she had received no faxes and no phone calls and that we had not called this morning or she would have known it. In the meantime, some guy who obviously worked there walked right by our dogs without any acknowledgement that they were there--not a good sign in a boarding facility.
She told us we could leave them or not and then started ignoring us and talking to someone else who came in. We made the call to leave, despite the disruption to our plans and the money we would lose on the hotel.
When we left, we called the vet and the office informed that they had faxed the info last Tuesday and had the time stamp to prove that it had been received.
At the very least, they are disorganized (which does not bode well for pet care), and at the most, they are untruthful, arrogant, and not to be trusted.
Our pets will never be left there again. If they treat customers this way (especially surprising for new clients), then there is no telling how they treat the pets.
Update: Alan called and left a message (surely in response to this review) and reiterated that they never received the fax and we should check without vet. As mentioned earlier, we did check and have the time stamp for the receiving of it at the correct number.
Here's the deal--1). If they had not received the info before we got there, they had days to contact us and tell us that before we came in. They did not do that. 2). Their insistence that there was never a call from us to check whether the info had arrived is just plain untrue. We have two calls on one of our phones to that number the morning of the reservation and no calls back from them. The time record of the calls from our phone show that they were long enough to have left a message. They never returned the call.
Overall, besides their rudeness and insistence that it was OUR fault--evidence to the contrary--they continue to double down and blame us and defend themselves. A bad business practice to be sure. How one does anything is how he or she does everything.
Another tip for anyone considering using this facility--they will charge you a second night if you do not pick up your pet during the morning window, yet when we called initially to inquire about prices, they did not explain that and just told us the charge per day/night and gave us two windows for picking up the dogs. When we got there, we were given a piece of paper saying that we would be charged another night if they were not picked up by 11AM. So, basically, we got there around 4pm and they would have charged us another night if we had picked them up in the afternoon window. In other words, their definition of a day is not 24 hours. We would have been charged for TWO nights if they were not picked up by 11, which by our math is well less than a full day.
Beware people with this sort of attitude and these sorts of practices! read more