Disappointing way to treat a good/ regular client by
Like most other reviews here I had been around to other boarding places for my two German Shephards. I immediately fell in love with this place and the staff. It wasn't until our forth extended boarding that something had to be said regarding the condition that our dogs were being returned in. Let me first say that our dogs are 9 month German Shepherd brother and sister that are still learning so I will not contest that they "go" sometimes in the crate (they don't at home but often while boarding somewhere new). I never said anything about that to the staff at West Russell - what I am upset and quiet frankly irritated over is the lack of responsibility for delivering what is promised. It's very hard to describe in words the condition of our two dogs this past (and last) occasion. Putrid fermented pee is the best way I can paint a picture... Again I am not upset at the fact they "go", I am upset at the fact they continually skip/ miss their baths and we pick them up filthy and then have to go spend more $$ at a groomer that often can't believe what they are smelling and feeling. This past time was arguably the worst - I called at 8a to confirm we would pick them up around 10a and to ensure they had gotten bathed prior to our arrival. The young lady stated she was the emergency member of staff and said she would begin soon. We arrive at 10a to crusty ears & under bellies and the same putrid fermented smell I mentioned above. I bring the dogs outside while my wife begins to dig deeper as to why and how this happened yet again after numerous apologizes before (after previous stays) assuring us this wouldn't happen again and also promising extra baths to ensure that promise. Sounded good given that we've probably spent in excess of $2,000 in recent months due to my travel schedule not to mention referring my brothers German Shepard for vet services and boarding as well... I was wrong, very wrong. The Vet who claims to live there is a very nice guy until you have a legitimate issue then he starts getting defensive... Ignoring the facts presented to him from regular/ referring clients. When my wife told him that were not here to argue, we just won't return he said "that's fine"... Rather than address the issues at hand. Sad really...
Dr Roach and Ashley by
Theresa B -
For our first visit to West Russell Animal Hospital I have to say I was very impressed. Dr Roach and Ashley were very patient with Zena who was very excited. I appreciated their kindness and understanding. We will be back and refer friends to their facility.
Great Vet & Boarding by
Great Vet and Boarding -
Facility is very nice and Dr. Roach and his staff are friendly and awesome! First time my dog came home from being boarded and was not freaked out. He loved Jasmine and even went to follow her into back rather than trying to flee the place! Already booked to board again!
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