I've used CMC twice for my puppy, Buddy: first for their three-week Board and Train program, and…read moremore recently for a week of boarding while I traveled for work. Buddy came home healthy and well cared for both times, and I genuinely appreciate that. Unfortunately, the communication and customer-service experience left me disappointed.
Before I booked the Board and Train, the staff was warm, attentive, and very responsive. Once Buddy was checked in, however, the communication changed considerably. When I emailed asking how he was doing and whether they could send a photo or two, the responses were brief, and I was directed to check their Facebook page. During his second stay, I checked in again and received a one-line response: "He is doing great."
I understand that staff are busy caring for dogs, but when you're away from your puppy for several days--or several weeks--a quick photo or even a couple of sentences about how they're doing goes a long way.
My biggest frustration came at pickup after Buddy's most recent stay.
I overslept that morning, and CMC called me at approximately 10:00 AM. I apologized and told them I would head over immediately. At no point during that call was I told that I would be charged a late-pickup fee. I also went back through the booking correspondence, which was handled by email, and could not find anywhere that a late-pickup fee had been disclosed.
I arrived at approximately 10:30 AM. There was no one at the front desk when I arrived, so I waited several minutes before someone came out. At checkout, I was informed that there was a $55 late-pickup fee. I paid it without arguing.
A few weeks later, I politely emailed asking whether they would consider refunding or waiving the charge as a one-time courtesy. I completely understand that they are entitled to say no. What bothered me was the explanation I received.
CMC told me that I had picked Buddy up at approximately 11:35 AM and that the late fee had been explained to me during the morning phone call. Neither matched my recollection or the documentation I had.
The receipt CMC emailed me--including the late charge--is timestamped 11:02 AM. I responded and pointed out the obvious discrepancy: if I supposedly picked Buddy up at 11:35, how did I receive my completed receipt 33 minutes earlier?
Their response was simply:
"Eric, we are so sorry about the time between 11:00 and 11:30."
That response didn't clarify the discrepancy and, frankly, left me even more confused.
Again, I am not suggesting that businesses shouldn't have policies or charge fees when appropriate. My concern is that the fee was not disclosed to me when the reservation was made, was not mentioned when they called me that morning, and the subsequent explanation contained factual inconsistencies.
Between the Board and Train and boarding, I've spent close to $2,000 with CMC. At that price point, I expected better communication, more warmth after the initial sale, and greater care in making sure the facts were correct when responding to a customer concern.
Most importantly, Buddy appeared healthy and well cared for after both stays, and I want to be fair about that. But there are many boarding and training options in DFW, and based on the overall customer-service experience, I'll be trying a different one next time.
If you're considering CMC, my experience suggests that the actual care may be perfectly fine--but I would keep expectations modest when it comes to communication, updates, and flexibility, and I would make sure to ask for all pickup policies and potential fees in writing before booking.
