Response from the owner - 2 months ago
Thank you for giving us a review. Please accept my sincerest apologies for everything that has happened. I understand having a puppy is a cherished thing, and I am sorry we have failed to meet your standard.
I understand your frustration and I regret that we provided you with bad service and a poor customer experience. It is the exact opposite of what we pride ourselves on. We value each and every one of our clients and I am sorry that Milo’s boarding stay does not reflect that whatsoever.
As for your statement that we are “abusive”, by no means is that accurate. We pride ourselves on every dog receiving excellent care. I understand your concern about him being “underfed”, but we did follow your feeding instructions and the small Tupperware containers that you brought in with Milo. Some possible explanations of why he may have looked underfed are; a higher energy output and/or possible growth spurt.
As a puppy, being in a new environment with different sounds, smells, and activities makes them more alert. This along with the adding play time means that they are burning more calories than normal. It is not uncommon after the first boarding stay with us; to have to increase the amount of food a dog is fed. This is not a lifelong addition, but with the amount of growth they experience as pups, and the added energy expelled, there is sometimes a need for a change in the amount of food they eat.
Growth spurts are a another very common part of puppy life, and overnight it seems that they get really thin, no matter how much they eat. Over the next 9 – 15 months, you will see Milo go from skinny to heavy and back. Similar to what humans go through, but we do it over 18-20 years, whereas most dogs do the full growth cycle in 12-18 months. Here is an excerpt of an article from Dogster Magazine to give you some more information.
“Puppies need more food when they are in a growth spurt and the quality of food can make a difference in his size. Giving a pup a bowl of high quality kibble will help insure he is getting all the nutrients he needs and is growing as he should. Don’t be alarmed if your pup thins out a bit during this period despite extra food. Check on his growth stats and, once he slows down, he should fill out a bit again.” http://www.dogster.com/puppies/Tips-for-Dealing-with-Your-Puppys-Growth-Spurts-49
I am very sorry to hear that Milo and his toy’s and bedding smelled of urine. During his stay with us, we gave him two baths, to include the morning of when you picked him up. On other days we would do a spot wipe down. We did these at no charge to ensure he was healthy and clean as possible for you. Milo did pee in his kennel and on his bed almost every night he stayed with us. This is common in young puppies, and we understand that. They are in a learning phase and we do whatever we can to help them, but there are going to be accidents until they are fully potty trained and understand how to use their bowels.
We washed his bed and toys (as many as we could for safety) several times during the stay. I am sorry that we were not able to remove all of the odors. On the morning that you picked him up, the bed was in the laundry area to be washed. I am sorry that it was returned to you unwashed. We normally will keep the bed, if the owner wants, and we will clean it and have it ready for pick up within a few days. I am very sorry this service was not provided to you and Milo.
Again, I am very sorry for the service that you experienced with us. By no means, does your experience represent our team’s commitment to Milo’s health and safety. We are all very sorry that you were not happy with our service. I will be contacting your personally to discuss how we can reimburse you for this inconvenience.
Due to Google's character limit I am not able to put my full response here. I have also responded to your Facebook review and you can read the full response on there. Sincerely, Dan 252-514-2502