This was our dog's second time being boarded at this kennel. The front desk area is very nice and staff are friendly. The first time my dog was boarded, everything went well. However, the most recent stay - from 8/20/2015 - 8/24/2015 was quite a different story. Check-in and drop-off was uneventful. Upon pick- up of my dog, with my receipt, I was handed a note with no explanation. When I questioned the note, the employee stated "there is a strain of virus affecting the animals in the kennel and to watch-out for certain symptoms". Sure enough, two days later, my dog starts showing these symptoms described in the note. I called the kennel to report the symptoms and was told "my dog most likely has kennel cough" (even though my dog has been vaccinated). Having no personal experience with kennel cough, I asked "how does one get rid of this cough?" The employee replied "with antibiotics" - meaning a trip to the vet. I asked if they were going to cover the vet bill. I was told that is a decision management has to make and someone from management will call me back. In the meantime, I called my vet and was told the dog needs to be seen asap before things get worse. Long story short, vet visit, two medications (antibiotics and cough tablets) all equals $140. After several phone calls to the kennel requesting to speak with management, I was promised a return phone call, but did not receive one. I then emailed the kennel and requested to speak to a manager (I also attached a copy of the invoice of the vet bill). Finally, three days later, I receive a phone call from the kennel's manager. After a very lengthy conversation, I was told that "it is a risk to bring your dog to a kennel and no negligence is on them". While this may be true, it still leaves me with two bills totaling over $300 (kennel + vet), a very sick dog and a bad taste in my mouth of people not doing the right thing. I did not ask them for a refund of the services they provided (boarding the dog), only to compensate me for the vet bill I incurred. The response was "no, blah blah blah." Then I asked if we could compromise and to meet half way on the vet bill. This offer was also declined. I gave them every opportunity to show a gesture of good will. If they had, I would have kept this between myself and the kennel. Coincidentally, within the last week, they have a review of unsanitary conditions, which I did not read before bringing the dog. Now they have an admitted viral problem in the kennel.
I took my dogs there twice. The first time they did a great job. The second time all of them had either burns on them or cuts. One of my dogs was cut so bad I had to take her to the vet for treatment. They refused to refund me the grooming fees for the dogs with the burns on them even though I had pictures. Out of 4 dogs that I took in not a single one returned without a mark. I would never recommend this place. They had poor customer service and dog care.