Quick Version: We just boarded our two dogs for about 7 days, and while the owner is certainly a dog person, the business is totally lacking in professionalism. Multiple "perks" of their boarding services were not followed through on, and were met with countless excuses instead of any form of apology. We will not be back and discourage anyone else from doing so.
1. Blankets returned covered in urine from accidents early in their stay (despite on-site laundry)
2. Office smelled strongly of urine and feces upon pickup, raising questions of cleanliness
3. Lack of follow through when photos and updates were promised during the day and only sent after expressing concern for the welfare of our pets
I got the distinct feeling this was a business created on a whim as "dog people" as a hobby instead of a professional business that knows what it is doing and cares about providing quality customer experience.
Long Version:
We were excited to find Buckeye Select and the phone conversation regarding their services (in addition to the standard feedings and potty breaks) included a dedicated texting line for updates and photos, the ability to bring our own blankets and dog toys, and an in house laundry in case of accidents. These promises proved too good to be true.
First, we requested an update and photos, which we were encouraged to do multiple times both when booking and dropping off (not expecting an immediate response, knowing it was busy and there are a lot of tasks involved in this line of work). Eventually we were promised that photos were taken and would be sent, but those photos never came. At the end of the day we grew concerned that those photos were never sent (leading to concern about our dogs' welfare) and continued requests were met without response. After several text messages it took a facebook message to get a response, and then a long pseudo apology listing all the reasons the photos were not sent (in a very unprofessional manner). While the point of using a kennel during our vacation was to reduce the anxiety and worry about the care our dogs were receiving, when we went hours without receiving the update or picture that had been promised, we certainly felt a sense of panic, worried that something had happened to the dogs. During an attempted apology, the owner was overly defensive, and essentially expressed frustration with being bothered by us and advised that updates and pictures were a convenience and "sometimes things come up". Needless to say we were left speechless and more concerned than made to feel better about the situation.
Secondly, when we arrived in the office to pick up our dogs, the office had a strong urine and feces smell. That was met again with an excuse that some sort of bag with the smell was forgotten the day before. (side note: In our minds, forgetfulness is not a good quality when caring for multiple dogs requiring feeding, potty breaks, and clean environments).
Finally, we had to request the blankets that we had brought for the dogs to use during their stay. That request was met with uncertainty that she would be able to identify which blankets were ours among those of other customers, but was able to find them after we described what we brought (note: no indication of effort to keep track of our personal property or concern that it be returned). She finally returned, and placed the blankets into garbage bags, explaining that the dogs had urinated on the blankets and that "you'll need to launder these". This was especially frustrating as we were advised via text message days prior to picking up the dogs that they had an accident on the blankets, but were also assured that "we're gonna get those washed". We may have understood if this had happened the day before we picked them up, but based on earlier texts, and also confirmed by photos sent, these accidents occurred early in their stay. We find it hard to believe they couldn't have been washed (which was promised via text and a service that was described as part of the boarding experience). Instead they sat, covered in urine with other soiled blankets, while our dogs used much smaller blankets provided by the kennel, defeating the point of bringing the blankets in the first place. Not to mention we were then returning from vacation having to immediately do laundry in the hope of saving the blankets, not confident they can be salvaged. All of this met without apology, but lots of excuses.
Overall I left feeling like the service provided was as if done by neighborhood kid who was dog sitting as a favor, and who could be expected to be given some leeway and slack in mistakes, instead of paying clients at a professional kennel. I got the distinct feeling this was a business created and managed as a hobby instead of a professional business that knows what it is doing and cares about providing quality customer experience. We will not be utilizing their services in the future, and would discourage others also. read more
