ComplaintsforGolrusk Pet Care Center

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 26, August 2,9th I took my ****** Terrier to Golrusk on Military. This is the first time my dog has gone anywhere for Daycare for the day to break up his week while we work so he could have a play date. I chose Golrusk seeing it is close to my work, the hours, and I read the reviews. The fist day I took him I explained to the staff to only feed him what I provided as he has a very severe elergic reaction to my vet says chicken and other ingredients in foods so he is on a prescription food, and certain treats. I provided everything for him and told them only use what I provided for him. The second day I dropped him off at pick up the girl I dealt with had an attitude and said well I read his treat bag and one of the ingredients has chicken oil in it so I find it hard to believe he is allergic to chicken. I told her well we took him to the vet, and they did all kinds of testing and thats what we were told they put him on a prescribed food and treats and it turned him right around. And she said we have his blanket because he peed on it. After leaving my gut told me something isnt right as my dog is fully kennel trained, made me think how long is he in the kennel there during the day? And she complained about him nipping well he is a puppy and he nips sometimes when playing. So I gave them the benefit of the doubt and took him on the 9th dropped him off, asked the morning Gal how long is **** in the kennel during the day? She responds 1/2 tops, ok I said went about my day little did they know I had different hrs, and would be done earlier. So I go to pick **** up at 5:10 to walk in to my Dog whining and crying and pawing to get out of his kennel, there was a gentleman ahead of me getting his dog so the gal went to get his dog while I stand there listening to my **** going nuts in the back! So the gal brings the gentlemans dog out and goes to me oh do you hear ****? I said Yes you better go get him she looked like she seen a ghost when I walked in to get him Surprise! I proceeded to pay and left, got my dog in the car he was soaked from his chin all under his body I could have rung him out, He had to be in that kennel a long time. When paying I asked the gal how long was he in there Her response Well We have to kennel him at 4 because he nips when other dogs are getting picked up. Oh nice funny he just finished 6 wks of puppy training at Petsmart with 6 other dogs never had a problem was a little liver when being with those dogs. I exceptable. Our dog is traumatized from the experience at Golrusk on Military. I was so upset my co workers told me to file a complaint so here I am. I wonder who else has experienced this they need to be checked out. Pets cant get outside, terrible experience and the one staff member at pick up made my guts roll. **** wouldnt even look at us just went and layed on his bed at home, wouldnt eat, very different scared to go for rides after that thinking where are you taking me. Never thought Id take him anywhere ever again, my co workers at ***************************** Orthopedics suggested **************************** on Cardinal Ln in ******. So my husband and I talked it over and decided lets take **** and see how he does. So on 8/16 we took **** for the first time, now thats a facility hands down! The staff and building unreal, We are very blessed they had a cancellation and they had a spot for ****. They were well aware of his past experience at Golrusk and reassured us that he would be loved and well taken care of and he was. Mid day they texted me a report and pic on how he was doing, he was outside with other dogs and raved on what a good boy and sweetheart he is! My husband picked him up he was happy, I got home from work I had my ****! He was given a welcome gift they took his picture and a report card of his day they cant wait for him to come back. Love it there. They are top knotch! Taking **** there he didnt want to go in the car, didnt eat, was shaking, had tears. The minute I grabbed his bag he knew oh no todays the day I go to get thrown in a kennel to get treated horribly well that was not the case, he had the best day ever and thats the way it should be. I cant Thank my co workers enough for telling me to give somewhere else a chance there are good facilities out there that give great care, the good ones are hard to get into, and look what happened a cancellation and **** got the previous customers spot weekly. Thank you God! I feel to resolve this I want full refund for my 3 days of care at Golrusk, and they should be monitored and checked in on un announced to see what is really going on during the day.

  Business response

  08/24/2023

  We appreciate your feedback. We are sorry to hear that your experience did not live up to your expectations. Your feedback allows us to reflect on ways to improve our processes. We would like to resolve this matter with the clients proposed resolution of a full refund. 

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

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