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| - We recently had a negative experience with this location, so please consider that with the 2-star rating. I also believe there are positives here, but due to our recent (and in our opinion rather severe) issues we will not be returning.
First, what I see as positives: When things are going well, meaning you are a consistent paying customer, the staff is great in providing quick in-and-out service and know your pets well. The usual staff we have had experience with were always great to work with and would provide a general overview of how are dog did during his stay. Generally dropping off or picking up my dog only took a minute or two.
The other positive (which is a good transition into the negative) is that if an incident occurs (e.g. your dog is sick, injured, etc) the 'usual' staff will contact you to inform you of the issue. The one time this happened for us, the staff notified us that our dog had been isolated and left us the option to pick him up early or wait until the end of the day.
Now for the negatives: We understand that in a facility with many dogs intermingled there are bound to be incidents. These can be anything from a sick dog to a scared dog to an injury from rough play. In our one phonecall, our dog yipped during play and subsequently was attacked by a couple other dogs. Due to being scared, he was segregated so he could calm down. There isn't much any doggy daycare organization can do to minimize this when playtime is involved.
Something organizations can affect however is to ensure that when it is presented that dogs will be supervised at all times, that they are in fact supervised. Throughout the day, when I check the camera, there will be no staff members with the dogs. I believe this leads to some incidents being more severe because staff cannot respond quickly.
The last negative I see lies in the transition of staff within the facility. Earlier I referenced the usual staff. These are the individuals who were at the facility during our first use of this organization. They very quickly recognize and know the behaviors of each dog. Most recently, we have encountered a new set of staff who do not necessarily know the dogs or the owners. Combined with the previous negatives, I think this has contributed to our decision to not return to the facility.
FInally, the rest of this is a description of why we will not return. This past week I did not see my dog on camera for most of the afternoon. When I arrived to pick him up I was informed he had a scratch on his face. When he came to the front with staff, his right leg was covered in blood. The staff cleaned him up with wet wipes and said it must have been a growth that ruptured.
When we got home, my wife and I cleaned his leg and found puncture wounds. Within a few hours, those wounds were filling with fluid, continued to bleed due to the depth of the wounds, and it came to a point where our dog couldn't walk on his right front leg. We decided this was too much damage to consider the facility safe for our pet and my wife called to request a refund of the un-used portion of our visit package.
We were told we must come in with the debit card used to purchase those visits. The next day my wife went in and rather than refund the money, the staff at the desk charged us the amount to be refunded. Due to the way refunds work, we are now waiting on about $260 ($130 X 2) to be refunded because debit card refunds allow Banks up to 10 days to process the refund.
While onsite, my wife was told that our dog was one of the aggressors in an incident that caused his bites. My wife asked to see the video because we were concerned about any aggression he might show. At that request, we were informed that they cannot share the video of the incident with us. My wife requested to speak to the owner who we were told is out of town. As an add-on, this incident and all conversations have happened with the newer staff.
As a final activity, we took our dog to the vet because of the swelling in his leg. The vet had to lance and drain the wound and he is now on medication for both the pain and infection. The vet also stated that the bite marks are indicative of a dog in a submissive position on their back. Thankfully our vet took photos for documentation. However in addition to the refund funds pending, we also are down an additional $300 for the vet visit because of the incident. It is my opinion that this could have been prevented with better training of staff and appropriate oversight of the dogs within the facility.
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