I had never boarded my dogs (both Italian Greyhounds) until this past 4th of Jul. I did a thorough interview with several local pet boarding houses. Finally, I interviewed the worse for the wear, haggard nicotine bag of a woman that owns the place a few weeks prior to making the decision to board my dogs at her kennel, Sher-Meer. Her staff, Robin (who was the caregiver of my dogs) assured me that she had worked with shy dogs in the past and I could rest assure knowing my pets were in her care. The db owner and I talked for nearly an hour while she lit up a cigarette in my presence with little regard to whether I cared about the cigarette smoke drifting into my face. This should have been clue #1.
I asked for a brochure for the business, she didn't have one: clue #2. She told me the cost for boarding was $20 a day per dog. She told me it would be wise to bring my own food and water as to retain a healthy digestive system for my dogs during their stay. No discount for multiple dogs (or lack of use of their food/water) despite the fact that they roomed together.
I dropped my dogs off on Sat morning, Jul 2. Robin was again fantastic and took my dogs (especially the shy one) with ease. The owner never moved from her chair behind the counter where she smoked like a chimney. I brought my dogs immunization records which were never verified before my departure because she said it would take a while to go through the records to get them into the computer: clue #3. What if my records weren't up to date? Off we went, no contract signed, no drop-off verification, nothing.
We intended on returning home Tues but I told the owner there was a possibility of us not arriving until Wed to pick up our dogs. I had informed her that if we could pick them up on Tues, that it would be later in the day. Tues came around and I called her to see what time I actually had to pick them up by as I wasn't sure she ever told me. She told me 6:00 pm. No kidding, our road trip home landed us in the area at 6:10 pm, so the dogs had to stay another night.
On Wed, I arrived to pick up my dogs. Nobody was there - there was a note on the door that said, out to lunch. Please call. I was livid. The owner finally showed up in her car, and shuffled to the door. She then informed me that nobody could get my dogs because her staff was out to lunch and she could NOT go back in the kennel to get my dogs. Mind you, the lady is elderly, weathered and doesn't appear to be in the greatest health, I get it. But what did she mean - that she couldn't go get my dogs (they are 10 and 14 lbs)? She's the freakin' owner! I am guessing her health prevents her from doing anything but sitting in her chair with a cancer stick in her mouth. She told me the charge for services, which was well in excess of the $200 bill I was expecting to get. Here are the following items she failed to mention during our hour consultation prior to my booking the dogs at her facility:
1. They do not accept credit cards (I had to run back out with kids and all to get money out of the bank).
2. There is a surcharge for the holiday stay
3. She said, I could have picked the dogs up on Tuesday until 7:00 pm - but on the phone Tuesday when I inquired, she told me 6:00 pm. I could have had my pups back home and paid for one less day in that stinkin' hole.
How does she get away with it you might ask... her response, "it's on the door." In fact, there were little sticky notes all over the door. However, I don't spend my time outside the business reading the contents on the door! I was angry and I told her she mislead me. She said, she was a small family business and wanted to know what I wanted her to do. I told her she should have confirmed during our consult that I saw the notes on the door. She said, she couldn't remember everything, that's why she posted it on the door. I told her that I would like for her to charge me the stated $20 per day and to eat the surcharge at the very least. She refused. I told her she should have a brochure to eliminate having to remember anything besides passing out the brochure to all customers. Customers deserve to have a contract, or a detailed description of the charges they are going to acquire as a result of the services provided. They shouldn't be forced to read the sticky notes on the door. I told her I was surprised she hadn't learned simple business etiquette after all of her supposed years in the business. I told her I wouldn't be returning and I would make sure all were aware of her schemes. She lost a new customer with two dogs. What a fool - because she wouldn't wave a surcharge that she didn't tell me about... because she wouldn't waive the extra night stay which was at the fault of her own because she can't decide what time her business opens/closes. After I got my dogs, I thanked their caregiver and got my ducks in a row to leave when she screamed at me to get out and to never come back. read more
