I recently began the training process for my two dogs, Marvel and Bilbo, with Transform My Dog. At first, everything seemed great--they appeared to understand my situation with the two dogs not getting along and offered a plan to move forward. Unfortunately, things took a disappointing turn when it was time for their training and boarding.
On January 16, 2025, I dropped Marvel off for his program. During the intake, I was informed that if he coughed more than once a day, he would need to be picked up. They also mentioned having a few "unconfirmed cold cases" with other dogs at their facility, which I appreciated knowing upfront. Despite the risk, I proceeded with the drop-off, as Marvel was perfectly healthy at the time.
Two days later, on January 18th, I was notified that Marvel was coughing and needed to be picked up. Since I was unavailable, I sent my boyfriend. I immediately scheduled a vet appointment for Marvel the next morning. While my boyfriend picked him up, I stayed on the phone to ask questions, but the staff member on-site couldn't provide any answers and directed us to call the main number. This was frustrating, as I expected immediate answers, especially since I was being asked to pick him up for a potential illness.
At the vet, Marvel showed no signs of serious concern. They couldn't trigger a cough during the exam but noted a slight respiratory issue. He was prescribed antibiotics and cough tablets. The vet didn't believe quarantine was necessary but advised keeping Marvel from nose-to-nose contact with other dogs. To be cautious, I sent Marvel to stay with my mom since Bilbo was scheduled to board at Transform My Dog starting January 22nd. Marvel and Bilbo never had any contact with each other.
Bilbo was healthy during his January 16th vet checkup and showed no symptoms leading up to his boarding date. However, on January 23rd, I was notified that Bilbo was also coughing and needed to be picked up. This was incredibly frustrating--how could both of my dogs, who had no contact with each other, suddenly develop the same issue after staying at the facility?
Since I was out of town, I asked my mom to pick Bilbo up. When she called to discuss her concerns, the staff member on the phone was rude and dismissive, insisting that Bilbo must have caught whatever Marvel had. This wasn't possible as the two dogs had been separated the entire time. When my mom asked to speak with the owner, the person falsely claimed to be the owner, only to later admit that she wasn't. My mom was finally told that the real owner, Jason, would call her--but this never happened.
Jason was present when my mom arrived to pick up Bilbo. He refused to speak to her or even shake her hand, stating that he would only discuss the situation with me. However, despite repeated promises, Jason never called me. As of January 30th, I still haven't received a call.
My frustration isn't just about the fact that both of my dogs were coughing--it's about the complete lack of communication and accountability. If someone had taken the time to genuinely discuss the situation with me, we might have resolved this. Instead, both my mom and I were treated with indifference and disrespect. They were quick to blame Marvel for Bilbo's illness without acknowledging that both dogs were healthy before entering their facility.
If you're looking for a facility that values customer service and takes responsibility for the well-being of your pets, I cannot recommend Transform My Dog. Their poor handling of this situation and refusal to communicate left me extremely disappointed. read more