Reviews

Reviews for Elk Grove Pet Resort and Spa

• 1.0 Poor

  2 years ago

  TLDR: Kenneled my 1-1/2 year old golden retriever for 5 nights at the Elk Grove Pet Resort & Spa. When I picked up my dog he was dirty and had unexplained wounds on his body. I was not informed of the injuries during his stay or at pick up but discovered them immediately once I got home. This is my true, factual and personal experience. I truly hope that this is not normal, but this is what happened to me. Planned a vacation and needed to kennel my 1-1/2 year old golden retriever for 5 nights. I settled on Elk Grove Pet Resort & Spa (EGPR). I was swayed by their nice website and how they stressed their love and care for pets. As they also have an all-day doggie play day care, I had my dog attend 2 separate day care sessions prior to being kenneled to familiarize him with the surroundings and staff. On both occasions we only heard how wonderful and playful our dog was, so we felt comfortable leaving him at EGPR for 5 nights, especially since we booked the "paradise suite" for him and not a cage type kennel. We dropped our dog off at 7:30 on Monday morning. We were assured he will have a great time and that they will be posting/sending lots of pictures and we were on our way. At 11am same day, we were texted a collage of pictures of our dog playing. There were no more pictures to come. 3 days later at 7:19am on Thursday morning I texted EGPR (texting is the ONLY method of communication I have ever been able to successfully contact them with) to get an update on my dog and ask for a picture as none have been sent or posted since day 1. EGPR replied at 7:33am with, "We have tons of pictures! He is doing well. We've been busy but will send you some later today." No pictures ever came and it was the last contact I had with EGPR until I picked up my dog. Saturday morning we arrive to pick up our dog. We are told he did great. We ask about pictures as we never saw any. We're told they have thousands of pictures and they are just so busy right now, but we will get some later. Never happens. The staff bringing him out to us notice how dirty he is and comment that they should have bathed him but we all laugh it off and we are on our way home. Once home our dog immediately goes after he ear, rubbing it, scratching at it. I look at it and it is dirty and a little gooey looking. He starts licking at his paw and leg. We look and see that it is bloody between his paw pads, we notice some strange wounds on his leg, one of which is puffy and painful. Then we see where he is licking his elbow, about a 2" area where some hair has been pulled out and there is an abrasion and weeping wound there. We bathe him, treat his wounds and try to contact EGPR to find out what happened to my dog. At 2:19pm I call. No one picks up (this is normal) and I leave a message. I am furious. Now I text them and this gets a response. At 2:32pm I am texted that no wounds or blood were noticed when he left the facility. I am told they do an "exit evaluation" per protocol but nothing is noted. I am asked for a picture of his wounds and they will note it in his account. I send them several pictures of his injuries. At 2:44pm I am texted that these injuries "could be hot spots caused by chewing due to anxiety" and they will note it in his account. This is the very first time we have heard any mention of any "anxiety" and certainly doesn't explain how all of these wounds were missed during an "exit evaluation". At 2:46pm I get fired lol. EGPR texts me and now all of a sudden my dog is not a good fit for a boarding facility because he has high anxiety when left alone. Why was I told he was fine when I texted mid-way through his kenneling? Why was I told he was great when I picked him up? Why was I fired only after I asked how my dog sustained these injuries? Why did no one notice that he was self-abusing himself due to his "anxiety" for 5 days and do something? Is anyone watching these dogs? So now we will keep an eye on his wounds and hopefully avoid a visit to the vet. I feel so bad for my dog and regret ever letting him spend a day here. General notes regarding EGPR. No one is ever allowed inside. I've never seen the inside of this place, it is curbside drop-off and pick-up only. I assume it's a Covid thing but everyone is open these days. Should have been a BIG RED FLAG. If you decide to use this business be sure to ask to look inside. It is impossible to contact them by phone. Even with a dog injured under their watch they would not speak with me. Texting is the only way I have ever been able to reach them. "You can rely on us to care for your pets when you're away". "Their happiness and care is our top priority". Two quotes on their homepage that didn't apply to us. "Satisfaction Guaranteed" in big bold letters right on their homepage. Obviously I am not satisfied, so what's the guarantee?