One of the worst customer service experiences I've ever encountered with a dog boarding location…read more As a customer that spent over six thousand dollars using this location to board my pets, one of their employees (Caris) refused to bring my pets to me because I arrived literally 90 seconds after closing. The 90 seconds is exact and the reason I know it is because I was driving from the ATL airport to Braselton to pick up my dogs (over a 60 mile drive) and I called Caris multiple times on the drive to tell her I was on my way and to please have the dogs ready. I pulled into the Our House driveway at exactly one minute past closing (I watched the clock because I was desperately trying to get there through traffic on time) and I parked and walked to the door of the building within another 30 seconds. While I'm standing there, Caris walks around the corner of the building and said I was too late and heads to her car. So despite the two phone calls alerting her to progress and letting her know I was in my way, Caris rejected the request over a 90 second delay. Horrible person. Horrible customer service particularly because had she simply said over the phone that I shouldn't bother to come if I was going to dare be 90 seconds late after a 60 mile drive on 1-85, I wouldn't have wasted my time. Respect for peoples time works both ways I called with status updates bc I would never assume that someone would be hanging around waiting. But if 90 seconds is really too much to ask when you have notice of the customers circumstances then this type of business is just not for me. Worse, Caris' attitude was also flippant and snarky. She misled me on the phone and had no regard for the fact that my dogs have boarded and received services so many times that in a 2-year period I had spent over 6 thousand dollars with that business. If you want to be treated like a human being and with thoughtfulness and consideration then don't use them.

The punchline first: they injured our dog while shaving him after we told them to NOT shave him…read more They INJURED OUR DOG -- burned and cut him with trimmers. They charged us a "misbehavior fee" for our very chill doodle, which was a huge surprise. He is 7 years old and has never misbehaved for anyone. He is completely non-aggressive and very much a beta. The worst he may do is pull his paw back from you if you are trying to do his nails. When we got him home & saw the hack job they did on his belly -- no wonder they thought he misbehaved: they burned and cut his entire underside with the trimmers (see pics, this dog has no freckles or discoloring, has a solid pink belly, every discoloration and mark you see is a burn or a cut/scab). Pretty clear: he was trying to get away from the person burning and cutting him. We had already considered going elsewhere because, even though we always are the first in the door at this "first come/first served" policy groomer, the past three times we left him at 730am (first there when they open) and didn't get the call that he was finished until 4pm or later (one time it was almost 7pm). It is cruel for him to be there without having eaten all day. And the grooming job in the past has been ok at best. Today, when our dog was left by our daughter, she was asked to choose on a sample mat the length she wanted. She specifically stated that he should not be shaved. He is a well taken care of doodle, not one covered in mats. She asked them would he be seen first this time since he was there first & they said yes. She dropped him at 730am, and he was ready for pickup before 10am. When she picked him up, she called us upset because he was shaved, his face & head were cut in a way that was unusual, his beard was untrimmed and still very long, and they had charged a misbehavior fee and a dematting fee (yet shaved him???). When she got him home and really started looking at him, she saw that he was covered in sores and burns. She knows (has read) that you are supposed to have a second pair of trimmers on hand for larger dogs because they heat when used continuously for a time and you will end up burning the dog if you use the same pair until you are finished. We will not only make sure we never return -- we will make sure it's clear to everyone what happened to our dog and can happen to yours.