We issued a full refund to this customer because she was unhappy. We had 8 days of opportunities to take pictures of her dog and did so on 7 of those days, there was a total of 16 pictures of their dog on FB. We did explain that her dog was eating but just grazing, not eating total amount provided. She was unhappy that we didn't call to tell her this. We would only call to inform a customer if their dog was not eating at all to see if we can add something to their food to entice them to eat. The dogs have access to water 24/7 during their stay. She also said her dog was severly dehydrated but didn't bring it to the vet until 72 hours after being picked up from our facility so I don't feel that he was dehydrated because of our facility. He had no issues during his stay, ate/drank and acted normal.

I know through my business experience that I can not make every customer happy, but I do strive to have as many as I can as evident by over 100 regular daycare customers a week, so it can't really be an 'awful' place but just a bad experience for this customer. Unfortunately we do not have a one way window to allow people to view the daycare area, and when we have brought people into the daycare area in the past, (especially if their dog was in that area) it has caused a high level of excitement and that excitement has lead to scuffles and a full blown fight, so for the safety of our dogs & employees we no longer allow people into that area. We do allow them to look at our web cam (which is of good quality and actually provides a better view of the area then if they were brought back there!). Not sure how seeing the dogs but not hearing them lets you know they are happy, but if there was anything to hear, the area can be fully heard from the parkling lot, so I think she would have heard any 'unhappy dogs' since she indicated she heard the music. I agree with this customer about the music being played too loud, so it is no longer allowed to be played during daycare hours. The person seen smoking, was doing so outside the building in a gated off area, so the dogs can not get near them. Not sure how the dog could smell of poo unless, he rolled in it before we could pick it up and no one saw or smelled it in his coat. Our facility is indoor/outdoor, so if it rains, there is an awning put out but the dogs still have access to this area, which is on rubber mats, if the dog is a big player and rolls around on the mats that are wet from the rain & possibly urine, it may be possile the dog had that smell, but it also tells me the dog must have had a wonderful time playing because if it was huddled in a corner not wanting to be here then it never would have gotten dirty, it would have left as it came in.

The golden puppy in this review did urinate in his kennel in between our shifts and then when we arrived he would be excited so he would jump up and down in it. It was the 4th of July weekend and we were extremely busy, but the employee should have informed the customer of the situation and asked them if they would be able to wait a few minutes while we took the time to hose off the dog's legs and stomach in the tub. Instead she just wiped down the dog's legs and stomach with a wet towel, and did a quick brush and gave a spray of cologne. It is part of our procedures to spray (with cologne) and brush the dogs prior to their leaving. The customer never contacted us to inform us they were unhappy or to ask any questions. If she had contacted me, we would have provided an explanation and offered her dog a free bath. We do offer free baths to our customer's if their dog stays with us 7 nights or more, but this dog was not eligible for a free bath.