To be fair, we like the care our dog receives from the veterinarians and support staff at the Overland Road location. Our dog is excited to go to the vet and has also been part of the doggy day camps... Read More
To be fair, we like the care our dog receives from the veterinarians and support staff at the Overland Road location. Our dog is excited to go to the vet and has also been part of the doggy day camps, which he loves.
We boarded our dog this past weekend for four nights. I called and scheduled the boarding, a check up, and to have our dog micro-chipped during his stay. When my husband dropped him off, none of those extra items were booked so he had to re-book them. It wasn't a huge deal, just a communication annoyance. Upon picking up our dog, they brought out his toys and I asked where his dog bed was. They said, "It wasn't in his cage." I asked them where it might be. They told me it could be in the laundry room but they weren't sure which was his. There are a couple concerns with this. 1) we left a list of items that we dropped off and, as a professional boarding place, they should have left notes/descriptions for themselves to identify items if the items had to be removed from the kennel for cleaning. 2) Our dog is house broken. In order for him to have soiled his dog bed he must not have been taken out every four hours, as promised. I can't fathom why else his bed would be in the laundry other than if he had an accident.
Each of my concerns were met with blank stares and "I don't knows" until I think they realized how upset I was that I couldn't get any answers. Finally one of the employees apologized and said she would call me about the bed. In this case, I wasn't a huge help because the bed was new and my husband dropped it off so I couldn't give a good description.
I understand if the staff this morning was not the same staff over the weekend and they legitimately don't know why certain things did or did not happen. However, the processes seem to be broken. There should be logs, notes, etc. they are required to keep up with to communicate anything a pet owner might need to know about their dog of the personal items left in IPH's care.
I hope this doesn't happen to anyone else or to us again, but wanted to post details about the inconsistencies in communication as a word of caution to consumers but also in hopes that IPH reads reviews and will consider updating their processes so they can give better customer service. Read Less