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Review Details

• Review fromEric D

  Date: 05/10/2025

  1 star

  Eric D

  Date: 05/10/2025

  January 2024 we had our dogs boarded here and we had a great experience, the staff was very friendly and helpful. This weekend (May 2025) we tried to leave our dogs for just a day. We drove to the address and there is an odd turn off that I didn't think was the entrance, so we accidentally entered via the exit and missed the sign that was behind a bush. I got out to get my dogs and my wife called the business to ask what the protocol was for dropoff. The owner was extremely condescending but told us to get in line behind the car that just pulled up, then call back; he was clearly watching us. We get in line and the owner comes outside to get the dog from the car ahead of us, then goes back inside. we pull up and call the number and its the owner again, asking for all of our information as if he didn't just see us pull up. He comes outside with an unleashed pitbull and asks if our dogs are tied up in the back, we said no. He responds "so they're just going to fly out at me?" we were confused and offered to help get the dogs out. He angrily replied "NO, STAY IN YOUR VEHICLE". He opened the back gate and said "oh, you got a lot of stuff on you" referring to my dogs wearing dog harnesses. He takes off the harnesses and puts choker slip leads on them, which I do not approve of. He then starts trying to use a commanding voice on my dog, which is scaring her. My dog is terrified so my wife tried to help and the owner snapped and said "MA'AM, PLEASE STOP", like he was trying to intimidate us. He took the dogs inside without a final word and we quickly realized we didn't feel comfortable leaving our animals with this angry man. So we went back to get the dogs. The owner brought the dogs back out and out them in the car no problem. Then came to the front window and started trying to lecture us about not following his "obvious" protocols. He claims we covered all the procedures in the meet and greet (a year ago) and that he doesn't appreciate when people do whatever they want.

  Cool Dog Country Club LLC

  Date: 05/13/2025

  Lucky for me, this entire interaction is on video with audio. I will respond in the order of Mr. *********'s comments. Firstly, I have only cared for Shani and Eric *********'s dogs once from 10/27-30th of 2023, not January of 2024. The signage they "missed" on the way in is red and white, two feet by three feet, and it literally says "wrong way." At the "Odd entrance" they ignored, there are three two-foot-long, bright yellow arrows on our privacy fence indicating where you should go. The *********'s didn't like being put in line. I had to give service to the person who was in line first, because...that's typically how lines work. If I hadn't, the *********s would have been blocked in, and then they would have had to wait anyway, because there's one way in and one way out, if you read the signs. The unleashed pit bull who was mentioned is "Nana Puddin", one of my highly trained "helper dogs". There are many things that humans can't communicate to dogs. Nana helps me guide the dogs I don't know very well inside. He's not distracting me. He's leading them. Every dog I have had since I was 19 has been off-leash trained. Judging by Bailey and Lydia and their mountain climbing/hang gliding harnesses, total overkill, I understand that "off-leash" training is a foreign concept to some people. Once the *********s got in line and called the "pick up line", I had to ask their name. It was a necessary question. I don't remember their car>face>name>dogs' faces>dogs' names from 10/30/2023, my apologies. I think entitlement is starting to show through. I got the vibe that I'm "the help" and they are going to do whatever they want to, safety be damned.
  Now, I am going to repeat the interaction just as it happened. Eric's retelling is disingenuous at best.
  I walked up to the car, and Mrs. ********* opened the car door and asked me if I needed help. I said, "No, Ma'am, I don't." The all-caps quote above is fiction. However, the big purple and white sign five feet from Eric's driver's window does scream "please, stay in your car". The video and audio evidence are very clear. Then, I asked if the dogs were in the back seat or the "way back"? Mrs. ********* said, "They're in the back with their harnesses on". Before I opened the hatch, I asked, "Are the harnesses secured to anything or is someone holding their leashes?" Mrs. ********* replied, "No." I asked, "Are they both going to jump out when I open the hatch?" She snapped, "They shouldn't". Pro tip: A harness on a dog with a leash that is not secured on the other end, by a person or a simple half-knot, is useless and unsafe in a car. I calmly removed their sled dog harnesses and slipped on a 3/4 inch slip lead. Slip leads are the safest way to move dogs who don't know how to walk on a lead properly. Harnesses help dogs pull more efficiently. That's all they do. Harnesses can be backed out of, and loose collars can slide right off. Twenty years of moving dogs every day have taught me many things. Slip leads are the safest way to get a dog from the car into the facility. That's why Vets use them and give them away for free, most of the time. Lydia was easy. Then, I tried to calmly coax "Bailey" to me. She was clearly riddled with anxiety, which is her normal according our notes from 2023. Her anxiety has everything to do with hearing "Bailey go, Bailey go, Bailey go, Bailey Go!....It was the fifth "Bailey Go!" and the shivering dog that forced me to say, "Ma'am, please stop!" Bailey doesn't have a clue what "Go" means. But she does know her name. Hearing it over and over again was stressing her out and making my task harder and more dangerous, for me and the dogs. My intervention was necessary. When the *********'s returned for their dogs, I tried to smooth things over by saying, "I can tell you are frustrated with me and..." before I could finish my sentence, Mrs. *********, yelling and crying, said, "I'm sorry. I'm seven months pregnant!! You should have a better personality." I tried to stress that all of our policies are rooted in safety. Animals can be very unpredictable. They yelled at me about the signage being too small and drove away. I wish it could have ended differently.
  We have remedied this situation permanently. From now on, any customer who hasn't used our services in the past 6 months will have to go through another Meet and Greet and fill out another registration, e-sign document that covers all of our drop-off and pick-up policies, no exceptions. Problem solved.