Business ProfileforUrban Dog

I contacted Urban Dog for boarding for my dog over the Christmas Holiday. I brought my dog in a week before her scheduled reservation for a temperament test. While I was there I told the facility that my dog had a single altercation when she was one on one with another dog at a previous facility but has been to several other facilities and does great around groups of dogs. They accepted her and did not state that there were any additional fees for the holiday or any other condition. I dropped my dog off on ******** **** and wrote down her food requirements. My dog has had a previous kidney injury and needs to eat special food to manage this issue. When I arrived they indicated that there was going to be a new charge for *** per day of a "holiday rate". I agreed as I had nowhere else to take her the day before traveling. The facility provided me with the login to watch her on the cameras. Once on my trip, I tried finding my dog on their cameras. I was told that she was "in a run that does not have a camera". I followed up by asking for photos. The facility via phone and email confirmed that they would send me photos. They never did. In 7 days we saw her on camera twice. Once, when she was alone in a run with another dog, which we had directly advised against, and the second time she was being fed food that was not her kidney diet, given two minutes to eat, and then taken off camera again. When returning from our trip we picked our dog up on ******** ***** We attempted to resolve these matters with the facility but were told that they have so many staff and change shifts so frequently that details frequently fall through the cracks. Later the owner called and blatantly lied about the issues we had and indicated that our dog should have been charged an additional *** on top of the holiday rate for "extra care" but they had not charged us or mentioned this prior to our call. The owner was rude and abrasive and declined to remedy these issues.