| rev:text
| - Another regular customer run off by the new manager, Susan.
I have been taking my dog here for a couple years and loved the staff and the facility, particularly the real grass area. But this last time both check-in and check-out were rude and difficult. I had called to make two reservations on Friday, one for two nights then and one for 8 nights this next Friday. The sweet girl taking the reservation said Novia's shots were a month overdue but to bring her in for this short visit and get them for the longer stay. When I arrived, Susan said the shots were required. She said even with the shots, other dogs can be "carriers." She did NOT mention that they had a recent (8/15) outbreak of kennel cough, which I later discovered from another reviewer. When I told her that was not what I was told, and I could have accomplished that, she said, "looks like some training is needed." She then left the desk and me standing there. I asked the young girl who was very friendly if she could check me in, which she did. In all the commotion, I don't know if the young girl told me I had to pick up Novia by 2:30 Sunday or not, but she did say they were closed Monday.
Sunday at about 2:15 I called to say I was on my way to pick up Novia by 3:00, the published closing time on their web-site. Susan said I had to be there by 2:30. I said I could not possibly make that, but I would be there by 3:00. She asked if my bank stayed open for me? She said they are a business. I said if I cant pick Novia up, then I have to pay for two more nights, because they are closed Labor Day. She said, "right." I said the web-site said 3:00. She said, "there are a lot of things wrong with the web-site."
So, when I went to pick up Novia today, not even sure if she had enough food and water (which I bring in) for four nights, I had the unfortunate experience of Susan again. She said your bill is $110.00. I again expressed concern about the events and that I had a reservation for Friday for 8 nights. She said, "rules are rules, and the owner has hired me to enforce the rules." She said the girl who took my reservation was going to get fired for telling me I didn't need the shots right away. I said, "that's unfair to her." No response. I said, you should consider I have been coming regularly for a couple years and have another reservation. No response. I said cancel the reservation for 8 nights. She said, "done." I paid and left.
No more Bark Avenue for me. Susan gets the credit; she won. But she will run off half the wonderful employees and all the regular customers.
Reply:
So, Susan's response was an effort to discredit me. Not surprising. She has NO customer satisfaction intent and her lip service is in vain. Every single word of my review was absolutely honest. It is also not surprising she confronted the employees she said she was going to fire. When I left that day, shocked at her attitude, I went into the vet and spoke with the medical director. She said, "this is not the first time we have had complaints about her. I will let the owner's know." Susan is still on her reign of terror.
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