As a last resort, I found this place to board my dog Max for 11 days because the place I really wanted to take him was booked during the time period my husband and I would be on vacation. Based on th... Read More
As a last resort, I found this place to board my dog Max for 11 days because the place I really wanted to take him was booked during the time period my husband and I would be on vacation. Based on their website and reviews, we did not receive exceptional service. And I must say we were truly unhappy and disappointed with the service and very poor communication (mainly from the groomer and how the person in charge handled our concerns). Here is a list some of the things we weren't happy about:*#1- I asked for pictures to see how our dog was doing since this was his first time at the center. Granted I found out that they don't provide that service to put my mind at ease but the fact that no one responded back until I came back to pick up Max was unacceptable.*#2-I wanted my dog groomed while I was away. So, I sent a picture to them. I advised them that I uploaded a picture of how I wanted my dog groomed on their pet portal (not once did I mentioned I emailed them a pic). Which I was told they didn't get the picture. I couldn't understand how they didn't get the picture and when I went to their website, I could see the picture I sent them on the pet portal. Nonetheless, I was told that since they couldn't see the pic, the groomer would call me and I could text her the picture of what I wanted Max to look like. I never received that call. So fast forward, I go to pick up my dog and he has one of the most unattractive haircuts I have ever seen on him. Of course, I didn't want to pay for the haircut because #1, it wasn't what I asked for. And I was very clear about where the picture could be found of what I did want. Not to mention, the groomer never called me back for me to text her the picture of what I wanted since the vet center claim that they didn't see it. So, I share this with the person overall in charge and all I heard was a ton of excuses. She mentioned several times she would talk to the groomer. Great, but how is that solving my issue. When I clearly communicated what I wanted. It was documented for the groomer to call me and she chose not because she was busy after 11 days of having my dog. WOW!!!! Unacceptable!!!! The person overall in charge also mentioned that she was away on vacation and she normally checks the pet portal and that may play a part as to why no one saw the picture. Unacceptable....someone else should know what you do when you are away. And then, she tried to tell me that it was a new system. Wrong answer!!!! Even if that was true, you can't change the fact that it was documented in the notes for the groomer to call me so I can tell her what I wanted MY money to pay for. So, at this point I needed to leave so I could go to work. And after hearing those excuses and so much more, she (the person in charge) offered to reduce the grooming cost from $48 to....get this a whopping $35. And the reason for this was because she (the person overall in charge) still needed to pay the groomer who did a lousy job on my dog. Hey, that's not my problem. She (the groomer) didn't think about that when she did a rush job on my dog 1 hour from the time I called to let them know I needed to have my dog by noon today. Just for the simple fact that all of the communication problems were on their end, she should have waived the entire grooming fee. But she didn't.*#3-I don't believe Max was cared for properly, which was another reason why I wanted pictures. He ran to the water bowl when he got home. And he ate the food I left him before I went to work and when my husband came home shortly after, he refilled the bowl and Max ate again. So it was like he hadn't had food or water in a few days.My overall experience with this place was so terrible, I just told the person in charge she would never have to worry about us coming there again. And guess what the crazy thing is...they just lost business. I just moved to Chesapeake and was looking for a great vet center and after my boarding experience....well, let's just say...that is NOT going to happen. This really bothers me how it was all handled. I may have to take this further and recoup the rest of the grooming fee. Read Less