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Lucky Dogs Daycare

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Reviews Lucky Dogs Daycare

Lucky Dogs Daycare Reviews (2)

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I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The issue here is communication, not the behavior of thedogWhat it boils down to is that had we known that our dog was spendingsignificantly more time alone than with other dogs, we would not have continuedto bring him there week after weekI will touch upon every allegation made byLucky Dog’s, however; what they did wrong was not communicate to either ownerthat their dog was being handled in such a way, nor was it made “abundantlyclear” that *** was putting himself and other dogs at risk *** was about seven months old when he first startedgoing to Lucky DogsAt that time, his leash pulling was not a problem when hewore his harnessHowever, every time we picked *** up, the staff could notput his harness on correctly, so we started bringing him in on just a collar.Even then, if *** wore a collar that had a belt buckle type closure ratherthan a snap, the staff could not put it on correctlyThe one and only time thecollar came up was at the beginning of August when *** suggested that a prongcollar might help with his pullingWe took her advice and did get *** aprong collar, however, neither *** nor anyone at Lucky Dogs asked that webring him on a prong collar for "front desk safety" (alleged by***’s email)If she had stated that, why did she continuously accept ***every week without a prong collar and without reiterating her requirement thathe be brought in on a prong collar? Further, this was not laughed off as statedby Lucky Dog’sRather, *** asked further questions about the prong collar andultimately purchased one based on that conversation Regarding ***’s interactions with other dogs, there wasonly one conversation between *** and Lucky Dog’s (specifically ***)regarding ***'s behavior (the same conversation as the prong collarconversation)This was the first we had heard about “aggressive” interactionswith other dogsIt was also the first time we heard that he was eased into theplay area (by putting him in a room alone for an hour) because it helps calmhim downFollowing that conversation with ***, *** actually thanked ***for doing that on the next drop offDuring that drop off, *** told *** thathe was just really excited and high energy and that making him sit and stayhelped him calm down before being with other dogsNot once was the wordaggression used nor did *** inform either of us that he was going to be"expelled" or isolated for hoursFrom that point on, both of usinquired at drop offs and pick ups and even called during stays to make surethat *** was not being a problemAt one point, *** noticed on the camerasthat *** was being walked about on a leash with numerous other dogs off leash.At pick up (not a late one) she asked that employee about the leash walking andhis behaviorAfter *** asked about aggression, she relayed that *** isnot aggressive at all, is just a puppy, and has a lot of energyThis was onlyone of numerous times that we were reassured that *** was not aggressiveSo,in terms of following up about our initial concern, we did not “turn straightto anger.” Prior to that conversation *** had with ***, there wasone incident in which *** got into a fight with another dog and when theemployee went to separate the dogs *** nipped the employee on the handItwas told to *** that *** only made tooth to skin contact but did not biteand it was not a worryIn fact, when *** checked with the employee aboutthe incident the following pick-up, a male employee told *** the other dogwas an “***” and “nobody there liked him.” At least two months went bywithout any issues Yes, *** is an extremely excited dog, very happy, andDOES know commands outside of a daycare environmentThis was expressed tonumerous individuals at Lucky Dog’s and they did not give any advice or warningof “expulsion.” It is hard to believe that they can claim they work alongsidedogs and their owners to help get them where they need to be when theyacknowledged his bad habits at daycare specifically and just let him jump andpull. In terms of being sent home withnotes, that is completely falseThe only thing we ever got was ***’s reportcard for the FINAL DAY he attended Lucky DogsIf report cards are somethingthat are regularly done, why hadn’t we ever seen one? Wouldn’t that be a greatway to document poor behavior? Finally, *** did not call *** out on beingpregnantShe brought it up numerous times and again in her email. We understand her concerns at monthspregnant, but that should not affect the staff as a whole or the dogs attendingdaycare at Lucky Dogs. Another aspect that is again frustrating and untrue is thecomplaint that we picked *** up past 1amSure, we work in the restaurantbusiness on weekends and had to pick *** up at or 2am, but that is theENTIRE reason we ever went to Lucky DogsIt was never a problem beforeWe paya late pickup fee every time so I’m not sure where a boarding charge comesfromIF the charge was supposed to be $45, why wouldn’t they tell us that? Wepaid what we were always chargedNot to mention, on days we would only workthe night shift, *** wouldn’t even go in until o’clock in the afternoon.I’m not sure what kind of exception this isWe paid the same rates thateveryone else didIn terms of paying on time, we would pay for days at atime, ALL THE TIMEAlmost every Friday we would pay for three days, includingthe late pickup, and that covered Friday-SundayThen, we would often cover theadditional late pickups on the corresponding dayWe received emails (THREE)the entire time that *** was going there that we owed late feesThey wereinvoices for either $or $that were all paid for immediately upon receiptof the email and were only incurred because some employees did not know how touse the computerIt is absolutely outrageous to claim that we owe moneyNotto mention, the staff at Lucky Dogs has no problem emailing us over $butcan’t email us a report card or tell us about ***’s behavior? We paid over $1,and Lucky Dogs claims we should havepaid close to $2,000? ACCORDING TO WHAT??? If someone owes you hundreds ofdollars why wouldn’t you ever say ONE thing? That is a completely falseallegationAnd *** had a “catered canine” lunch MAYBE times? If that Also, we are unsure of what ***’s “body slamming” isHowdoes a dog body slam? Why has this never been brought up before ***’sSeptember 8th email? *** never swore at *** on the phone, noteven one time*** was obviously very upset, as none of the things allegedlycommunicated to either of us had ever been communicatedAnyone would be upsetif they had no idea their dog was being placed in a room alone all day whenthey thought he was interacting at day care. I have attached all email correspondence between ***,***, and *** emailed *** on September 8th, ***clicked “reply” to the email that same day and also forwarded the email to*** also emailed *** that same day on the email used by *** andforwarded to *** by ***There were also numerous follemails sent to***, without a response. Regards,
*** ***

[redacted]'s first appointment to Lucky Dogs Daycare was on April 18, 2015. Uponevaluation we found that [redacted] was a happy, outgoing and friendlyadolescent dog who had received little to no proper training. He isthe kind of dog who we nor his owners could walk on a leash as therewas simply just no...

controlling him. [redacted]'s owners, [redacted] and [redacted],assured us they were working on his training and since aggression hadnot been an issue during his evaluation, he was happily accepted intoour daycare. As a facility in which most of our client's dogs areadopted from shelters, we are very well conditioned in taking on dogswho may need more work learning basic commands as well as dogs whohave unusually high activity levels. We find many new pet owners donot know what they are getting into when they adopt as it is veryhard to determine a dog's mix of breeds based on it's looks alone. Wehave always been proud of the fact that we are able to work alongsidethese dogs and their owners to help get them where they need to be,whether that means us re-iterating the dog's training program duringdaycare, speaking to the dog's trainer or behaviorist to betterunderstand the dog or even just offering our clients advice andsupport. Over the months of [redacted] attending daycare, we did not see any improvements inhis behavior at all. Instead, we saw a decline in his manners and inhow he was handled. [redacted] obviously did not listen to either of hisowners and was too strong for either of them to handle. Often times,[redacted] was dragged in while practically sitting on [redacted]'s back as hecould not hold him back or get him to heel. Behaviors like this areworrisome to us, and even after addressing that [redacted] should wearsome kind of no-pull device, it always rendered a laugh from hisowners. [redacted] never entered our facility wearing a no-pull devicesuch as a harness or prong collar, even after we requested that hewear one. While socializing with other dogs, [redacted]'s behavior becameincreasingly questionable over time. At first, we feared for [redacted]'ssafety as his actions often irritated even our most friendly andplayful dogs. Typical play for [redacted] includes a lot of heavy jumping,barking excessively in dogs faces and tackling dogs to the ground.Over time, once his behavior caused a negative reaction from a dog,[redacted] would then return the negative behavior. The fact that [redacted]does not respond to his name or have basic manners was a huge reasonfor escalation of fights. Separation was necessary to ensure that[redacted] did not get himself harmed or harm others. [redacted]'s issues were brought to [redacted]'s attention in person, several differenttimes by numerous managers with numerous different employees present.A written note was also sent home with [redacted] regarding his behavior.We feel we made it abundantly clear to [redacted] that [redacted] was puttinghimself and other dogs at risk of becoming injured. We spoke to ourown employees about the situation and those who were here during thattime can specifically remember [redacted] being spoken to about [redacted]'sbehavior. In regards to [redacted]'s appointment on September 7, 2015: We handled [redacted] as wewould handle any troubled dog at daycare. [redacted] came into thefacility at 9:30am and just as his owners had been notified, he wasplaced into a room alone so that he could calm down. [redacted]'s entranceinto our facility was always chaotic which got him extremely workedup. Being a large, heavy dog who does not respond to basic commands,simply sending him into the room full of dogs in the state in whichhe always came in would be simply irresponsible. A dog full of pentup energy and anxiety can quickly turn a room full of friendly dogsinto grumpy ones. Again, this is something at least two differentmanagers addressed with [redacted]'s owners at different times. [redacted]received a phone call from [redacted] at approximately 2:15pm. [redacted]expressed concern about [redacted] being alone in a large room since hehad gotten there. [redacted] called the manager who had been on in themorning to discuss the situation. At that time [redacted] was made awarethat when they tried to add [redacted] to the room full of dogs, he actedaggressively. Instead of adding [redacted] to the room of dogs, [redacted]had a black lab and a young German Shepherd added to the room with[redacted]. The German Shepherd tolerated [redacted] enough to play and stayedin the room with him until she was picked up at approximately 6:30pm.However, [redacted] almost immediately began body slamming the black lab.We removed her from the room within minutes as it was not fair orhumane to subject a harmless dog to [redacted]'s extremely rough manner ofplay. A few hours after the black lab was removed from the room, oneof our high energy Border Collies came in. We attempted to put himinto the room with [redacted] and the German Shepherd, but again, [redacted]immediately began jumping on and body slamming the dog. It wasquickly clear that the Border Collie wanted nothing to do with [redacted].I would like to make clear that wrestling is a common mark among dogsplaying but [redacted] did it so persistently and aggressively that we nolonger consider it “play”. Add in the fact that he does notrespond to basic commands, and it makes the situation even moredifficult. To further the matter, whenever we tried to use a lead toseparate [redacted] from another dog, he would snap at or jump on theemployees trying to get him under control. [redacted] tried calling [redacted] around 3pm to update her on the situation,however there was no answer and no ability to leave her a voicemailmessage. When [redacted] later spoke to [redacted], [redacted] confirmed thatshe had seen that we called but had not answered the phone (due tobeing at work).    [redacted] called around 6:50pm, about twenty minutes after the German Shepherd hadbeen taken out of the room (which was only because the owner pickedher up to go home). [redacted] was still there and was the one whoanswered the phone. She did not really get a chance to speak to [redacted]as he spent most of the phone call yelling and swearing. [redacted] claimed[redacted] was alone for thirteen hours and was acting completelyirrational. At this time I would like to note that [redacted] had had anentire large room to himself, a room in which we usually hold about35 dogs in comfortably. [redacted] was never once in a small room or evenin a kennel. He had the freedom to roam the room as he wanted to andhad plenty of room to exercise.   [redacted] then called [redacted] about forty-five minutes later in what seemed on ourpart to be a very productive conversation. [redacted] felt bad andapologized about the way [redacted] had acted over the phone. However, sheclaimed she had never been spoken to about [redacted]'s behavior. Itseemed to us that this misunderstanding was a mis-communication, orlack of communication, between [redacted] and [redacted]. [redacted] usually onlypicked up [redacted] in the middle of the night, which means she wouldhave spoken to our overnight staff. Our overnight staff comes in at atime where there are few dogs, which usually means there may only betwo dogs in one room together or one dog in a room by itself. Thiswould have been the grounds on which they interacted with [redacted] whichwould make handling him much simpler. This explains the differencebetween the day and night staffs interactions and interpretations ofhim. [redacted] directed [redacted] to call [redacted] on the following Monday tofurther discuss the matter as [redacted] did not seem pleased with theoptions [redacted] presented her or the fact that she had denied arefund. I was here the following day when [redacted] called [redacted] who didnot answer her phone and who again, did not have the option ofleaving a voicemail message. Instead, [redacted] sent an email to [redacted].It was sent on September 8, 2015 at 10:33am. We never received anemail back from either [redacted] or [redacted], nor did [redacted] receive a phonecall, even after including her personal cell phone number in theemail. After receiving [redacted]'s complaint, we searched [redacted] and[redacted]'s email addresses in our email account's search bar. The onlycommunications were with [redacted]'s account and they were all outgoing. [redacted] arrived at approximately 8:30pm to pick up [redacted] on September 7th2015. [redacted] apologized for his behavior over the phone but also stayedput on the fact that [redacted] had “been locked alone in a room alonefor hours”. Normally, if a dog has to be separated and is in a roomalone, the customer will be charged a significantly higher fee forthe day. [redacted] and [redacted] were never charged for this. Having a wholeroom to himself is much better than being put into a crate all day,which is what most likely would have happened at another facility.Furthermore, we feel that if [redacted]'s owners were so concerned abouthim being in a room alone, that either of them would have followed upon their initial complaint that same day instead of turning straightto anger. They also had the option of picking him up early, or havinghim driven home. It is also clearly stated in our boarding anddaycare contract that if a dog is a danger to itself or others, itmay be placed in a kennel with bathroom breaks until they are pickedup. We tried to accommodate [redacted] the best we could and we did thatwithout utilizing a kennel. [redacted] was also viewable on live web cam,it was clear to our front desk staff as well as the attendantsmonitoring his room that he was not in any kind of stress due tobeing alone. [redacted] worked the night shift, often times not getting here to pick up [redacted]until 1am or 2am. Normally, all late pick-ups past 10pm areautomatically charged at our boarding rate of $45 per night but wehad made an exception due to [redacted]'s work schedule. [redacted]'s ownerswere to pay a full day rate price of $28 and a $6 late pick-up feewhenever [redacted] was picked up past the time of 7pm. [redacted] attendedLucky Dogs Daycare a total of fifty-four times and to say that“thousands of dollars was spent” is a total stretch. To date,this client's account totals $1,274.31 worth of bills paid. Thisincludes goods (such as [redacted], a home cooked dog food) thatwere bought from our shop for [redacted]. The total amount of bills paidfor this client should total much closer to $2,000 but we often foundit difficult to receive payment from [redacted] or [redacted]. Several times wetold both owners that daycare needs to be paid for at time ofdrop-off. Though this is not required of all of our clients, since[redacted] was always picked up well past our closing time, it wasnecessary because our overnight staff did not always have access toour computer or register. We do not feel that there are grounds for arefund, which was previously stated to both [redacted] and [redacted] in priorconversations. The last daycare package either of them purchased wasa three day package on August 28, 2015. [redacted] attended daycare on8/28/15, 8/29/15, 8/30/15, 9/4/15, 9/6/15 and lastly on 9/7/15. Thelate pick-up fees for 8/30/15 and 9/6/15 were the only two of thosedates paid for. Realistically, [redacted]'s account is more than $80 pastdue. However, we had previously cleared that balance and have notrequested the money from either of [redacted]'s owners. We can providedates and times [redacted] attended daycare as well as all invoices andpayments that were made. We would also like to address the fact that [redacted] called out [redacted] inparticular for “locking [redacted] in a room”. Due to pregnancy, [redacted]did not handle [redacted]. We felt he is too large and rambunctious to bejumping all over a pregnant woman and possibly putting her unbornchild at risk. Furthermore, [redacted] was not here when this occurredwhich is why [redacted] was specifically directed to call [redacted] thefollowing day. Once again, we invite you to discuss your concernsover the phone. [redacted] can be reached on her cell phone number whichwas provided in the initial email she sent on September 8th.Please be advised that we cannot help to remedy this situation if youdo not return our phone calls. One on one, [redacted] is a sweet, great dog once he calms down and we did not wantto lose him as a customer. Though we do love him and formed a bondwith him over the months he attended daycare, we do not find itplausible to put him, ourselves and all the other dogs under our careat risk in order to keep him in our daycare. As previously advised,[redacted] needs to see a formal trainer and or a behaviorist. We wouldthen speak to this trainer or behaviorist after they work with him inorder to execute the best plan possible to keep him and our otherdogs safe at daycare. At this time we do not feel comfortablewelcoming him into daycare, as there is no guarantee that there willbe a dog here on any given day who will get along with [redacted]. Weapologize for any misunderstanding there was with either of you, butwe as a business feel we did all that was possible to keep youinformed. We also went above and beyond to incorporate yourindividual needs as well as [redacted]'s. We wish you the best of luckwith [redacted] in the future.

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Address: 6 Bourbon Street Suite D, Peabody, Massachusetts, United States, 01960-7479

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