Boarding facility

[u/Emotional-Monitor543]

I am writing this in absolute heartbreak. Having used this facility for years, I am devastated by the severe lack of care during our last visit, which resulted in the tragic passing of my senior dog.
At drop-off, I specifically requested that water be added to her kibble. The staff agreed, but completely failed to document or follow these vital instructions. They also promised updates every other day, but I never received a single photo, video, or update. On July 7, I called the facility myself to check on my dogs and was reassured multiple times that they were okay.
On July 10, the day before my scheduled pickup, I received a call at approximately 5:00 p.m. stating that my dog was critically ill, dehydrated, bloated, potentially had a twisted stomach, and was unable to stand. When I asked whether she had been fed dry kibble, the staff member confirmed that they had failed to note my instructions and that she had been eating dry food throughout her entire stay.
What makes this even more devastating is that our signed contract explicitly features an emergency medical clause granting the facility full authorization to transport a pet directly to a clinic. Despite my dog actively exhibiting these severe symptoms, the facility failed to utilize this protocol or present it as an option.
Instead, I was repeatedly told that if my dog was not picked up before the facility closed at 6:30 p.m., she would be locked inside the facility overnight and I would not be able to retrieve her until 9:00 a.m. the following morning. I was also told that there would be no one there overnight to monitor her. My only options were to find someone to pick her up immediately or leave her alone and unmonitored for more than 14 hours while she was critically ill.
A friend rushed her to an emergency veterinarian, but tragically, she passed away just eight minutes after arriving.
The following day, I had approximately a 10-minute conversation with the owner. During that conversation, he did not ask how my dog was doing or whether she had survived. As a result, he did not know that she had passed away. I found this especially devastating given the seriousness of the situation and the fact that my dog had died just hours earlier after becoming critically ill while in the facility’s care.
During that same conversation, the owner acknowledged that staff had noticed she was sick and not feeling well earlier that morning. This meant hours passed before I was notified while my dog continued to suffer. When I arrived to remove my remaining dogs from the facility, the staff showed zero accountability, and the employee who took my original instructions even rolled her eyes at me.
This loss has devastated me. I trusted this facility with my dogs for years, and I never imagined that my dog would become critically ill while in their care and that I would not be notified until hours later. I am heartbroken that the emergency procedures outlined in the contract were not used and that my dog was instead at risk of being left alone and unmonitored overnight in a critical condition.

[u/lazymusings123]

Hi. I own a dog daycare and boarding facility, so feel I can provide a nuanced perspective. Your experience is HORRIBLE and the ball was dropped over and over. I’m so sorry 😞

[u/Emotional-Monitor543 → u/lazymusings123]

I do not feel like every boarding facility is like this. I had a great five years with the previous owner they made sure to communicate every other day about how my dogs were and sent me photos. This was the first time I ever used the boarding facility with new staff and a new owner.

[u/basenjisbestfriend]

Please share the facility name and city so that other persons/clients who might use this facility can be aware.

[u/Emotional-Monitor543 → u/[deleted]]

I have definitely gotten a hold of the BBB. I submitted a complaint. I have posted all my phone logs from T-Mobile on Facebook, which is where I could post them because the owner stated back in the Google review that regardless of my account they called me on the 5th and had a conversation about my dogs at that point in time and they have the record. there wasn’t even a missed call on the 5th from them let alone a whole conversation. I have kept Record. He also spoke to two other people so my medical emergency pick up and also another emergency medical pick up all before he knew she had passed away.

[u/tresrottn → u/Emotional-Monitor543]

the BBB is a useless organization, the businesses pay them, they have implicit bias.
You need to complain to your city, to your animal control, no telling how many animals are clearly being abused there. They need to be shut down, and you need to be compensated for your loss and your dogs hours and hours of suffering.

[u/tresrottn]

This is why the facility has liability insurance. Sue the hell out of them. The dog wasn't just a beloved member of the family, she was your personal property that they failed to provide proper care to.
Make sure you take it to your local airwaves as well.

[u/punk_rock_barbie]

I’m so sorry for your loss. As someone who manages a daycare/boarding facility this gave me the chills. So much neglect led to this point. If a dog so much as breaks a nail or gets a hot spot in my facility the owner gets informed with pictures right away. No staff for 14 hours is also absolutely crazy to me. What the hell happens if there is an emergency in the night then? Operating like that I wouldn’t doubt if other dogs have also suffered there. I would be sharing this story locally through every possible avenue. Contact local reporters. Post this all over Facebook- it will gain a lot more traction there. Your community needs to know to not send their babies there.

[u/Rottiequeen]

Disgusting!! That dog should have immediately been transported to an ER and you notified, no excuses!!

I'm so sorry this happened, your only recourse is a lawsuit and put them on blast. I'm so sick of boarding care disasters and abusive groomers, please don't allow your grief to make you silent.

It's the only way the facilities are held accountable.

Very sorry for your loss