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Mydogiscrazy
Chapel Hill NC
MH
Posts:323
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| 12/31/2008 7:10 AM |
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i just need to vent, so stay with me...
Yesterday I left for work at 5:30 am, my parents (who my dog stays with while I'm working) left for Las Vegas at 10am. My dogs were checked into the kennel for at least one night while I worked, and I hoped to be able to pick them up first thing this morning. No such luck. It is a "holiday" today and tomorrow too and they are closed. Now, I knew this but didnt have time to figure out another plan and was hoping that I could get her out of there regardless. BECAUSE! Now that she had to be in there for one night she has to be in there for at least 6 days, see: I can't get her out because of the two day holiday and then I leave for a hunting trip of all things while they are closed. So instead of being able to have my dog while I am home for the New Years and being able to take my dog hunting with me, she has to stay in there all because they won't open for 15 freakin minutes this morning. I find the real kicker in this whole thing that the owner lives on the property of the kennel and we pay her thousands of dollars a year to watch the dogs.
Customer service, you have a call on line 1.
So, I'm mad, but I think I am more sad. Yes, more sad that my dog is in there and there's a spot on the couch for her at home tonight. |
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MOOSE1
Fruitport, MI
MH
Posts:1789
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| 12/31/2008 7:16 AM |
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I am so sorry to hear that. Give us all the phone number. We will call non stop for you  |
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Rajah-APBT- USUV UMJCH Flying High Rajah-TDI Certified
Phoenix-GSP- USJCH UWP GRCH BNJ Shooters Rising Phoenix-CGC Tested
Cody- GSP- AKC/CKC CH UKC UWP GRCH Legacyk n Estate Sunray Minor FDJ CGC Tested
Tucson-UJJ CH Legacyk FlwrCrk The Old Peublo
Rumor-UMJ URO1 GRCH BNJ Rumor Has It-RN RD CGC NA II
www.ezydog.com |
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pixie bee
MH
Posts:4448
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| 12/31/2008 7:24 AM |
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Nice way to show their appreciation of your busness throughout the year,not to mention the concern they are showing for you and your pets.
(heavy,heavy sarcasm) |
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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everbell
Kanata, ON
MH
Posts:3162
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| 12/31/2008 8:33 AM |
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That sucks for you and Lacey ... but to play devil's advocate ... we have a kennel that has REALLY strict pick up and drop off times. They live on the property as well.
However, they set those times for the least disruption in the dogs' schedules and so that they can have a life too. It is only the two owners looking after up to 24 dogs and they do a terrific job. They are entitled to their time as well.
Perhaps they could have made an exception in your case, but then everyone starts asking for exceptions... it's a no-win situation, especially over the holidays. |
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Joce and Rich
Bogart and Shiraz (GSPs)
Roxane (RIP: 1995-2009) and Tiger Lily (Cats)
The Everbell Adventures |
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Marie
Wisconsin
MH
Posts:2721
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| 12/31/2008 8:34 AM |
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I would go to her house on location , knock on the door till someone answers and say, PLEASE I NEED TO CHECK MY DOG OUT, WE ARE LEAVING FOR A HUNTING TRIP. PLEASE " If no action, or refusal, would then go for a police escort to pick up my dog. |
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Marie and Rocky, a tall, high energy GSP
http://i845.photobucket.com/albums/ab18/Annette_Merryfield/100_0285.jpg?t=1287205231 |
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Texas Belle
Austin, TX
MH
Posts:7834
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SouthMtnGSPs
MH
Posts:78
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 10:08 AM |
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12/31/2008 10:34 AM Quote Reply Alert
I would go to her house on location , knock on the door till someone answers and say, PLEASE I NEED TO CHECK MY DOG OUT, WE ARE LEAVING FOR A HUNTING TRIP. PLEASE" If no action, or refusal, would then go for a police escort to pick up my dog.
Marie and Rocky, a tall, high energy GSP
This is completely unfair to the Kennel Owners! Mydogiscrazy knew that they would be closed, and still decided to take your dog there to be kenneled. So, by doing that you agreed to the terms of them being closed and not being able to pick up the dog.
Think if everyone who boards their dogs there does the same thing, then the Kennel Owners they would never be closed and never have any down time.
They may be closed because they have a special family get together during that time, or even because they want to watch something on TV. Really doesn't matter what the reason is that they are closed, but they are closed. None the less, the hours are the hours and you agree to them when you hire them for their services. If you didn't make arrangements ahead of time, you can't complain.
Sorry to be so harch, but people need to have respect for others, and it isn't all about them... |
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Cocoasparents
SH
Posts:47
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| 12/31/2008 10:57 AM |
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So when they go down to care for the dogs they couldn't take 3 minutes to check her out or do they not tend or check in on the dogs durng their down time. It would be one less dog to take care of and they could use the 3 minutes they take to dump some food in a bowl and check the water watching I love lucy re-runs or what ever it is that is so important to them that they can't let someone have their dog. Big deal! Have a heart and take care of a returning customer so they will come back.
Jim |
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Marie
Wisconsin
MH
Posts:2721
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| 12/31/2008 11:10 AM |
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Beg to differ as when you are dealing with live humans and live animals, it puts the business in a whole different catagory. If pick up of dogs are not an option, then the kennel should have said no dogs kenneled on December 31st to January 1st as we are closed will not be there as we are spending special family time. Or if keeping dogs should have a relief person working that day. Think of other similar private business, such as Day Care Homes. If the Kennel is keeping dogs, there is no day off as dogs need to be fed. potty time and exercise. I guess I can view it this way cause in Nursing Homes we are open 24-7, never closed. |
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Marie and Rocky, a tall, high energy GSP
http://i845.photobucket.com/albums/ab18/Annette_Merryfield/100_0285.jpg?t=1287205231 |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 11:13 AM |
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So when they go down to care for the dogs they couldn't take 3 minutes to check her out or do they not tend or check in on the dogs durng their down time. It would be one less dog to take care of and they could use the 3 minutes they take to dump some food in a bowl and check the water watching I love lucy re-runs or what ever it is that is so important to them that they can't let someone have their dog. Big deal! Have a heart and take care of a returning customer so they will come back.
Jim
The point is, if this is what was known at the time of boarding, then this is what it is.
Where do you draw the line? This one person, then two hours another wants you to change the rules, then two hours later yet another? Which one do you say ok I will open up and let you pick up your dog and which one do you say you knew the hours and I'm sorry?
It could also be possible, that the owners are taking a much needed day/night off and are having one of their staff come to feed and ex the dogs.
This is like when we have a Customer call us because their kitchen sink is clogged and it is 6pm. You then tell them that this is Emergency Service Charges and they will have to pay that rate. They follow up with a "its only one hour after regular hours, so can't you just charge me the regular rates?" We could do that, but then who is covering the costs of sending the Technician our and paying them time and half for coming out after business hours? But its only one our past regular business hours...wonder if our Technician would go along with only getting regular pay for only that one hour past his regular 40 hour work week...
You can't please everyone...and even business owners that live on the grounds deserve thier time off uninterupted... |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 11:16 AM |
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Beg to differ as when you are dealing with live humans and live animals, it puts the business in a whole different catagory. If pick up of dogs are not an option, then the kennel should have said no dogs kenneled on December 31st to January 1st as we are closed will not be there as we are spending special family time. Or if keeping dogs should have a relief person working that day. Think of other similar private business, such as Day Care Homes. If the Kennel is keeping dogs, there is no day off as dogs need to be fed. potty time and exercise. I guess I can view it this way cause in Nursing Homes we are open 24-7, never closed.
But there is a time that the Nursing Home doesn't allow Visitors. They can't come 24/7, at least not here they can't.
They can be open to have the dogs and care for them, but not open to the public to come in... |
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Mydogiscrazy
Chapel Hill NC
MH
Posts:323
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| 12/31/2008 11:31 AM |
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i get that its her business and she deserves personal time away from it. but, if i don't complain about it (nicely of course) then the company will continue to get away with it. My dog, and any other dog that was checked in on the 30th or before, is now getting charged for two additional days -the 31st and the 1st. Thats an additonal $80 at least that I am forced to pay because of the hours of operation. Does that change your mind? I am trying to be loyal to a small business in tough times, we have used the kennel for years including boarding mulitple dogs and stays over three weeks long at a time -they should respect my side of their business too.
I wish I had enough forsight to compare the three schedules and make different accomodations. Lacey would have had a ton of fun hunting in the West Virginia mountains. |
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Mydogiscrazy
Chapel Hill NC
MH
Posts:323
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| 12/31/2008 11:35 AM |
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| and maybe I feel strongly about it, because my dream is to one day open my own daycare/boarding kennel and i know that a long time ago I said one of my priorities would be to cater to people with funny schedules and low budgets, firefighters like me. |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 11:45 AM |
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i get that its her business and she deserves personal time away from it. but, if i don't complain about it (nicely of course) then the company will continue to get away with it. My dog, and any other dog that was checked in on the 30th or before, is now getting charged for two additional days -the 31st and the 1st. Thats an additonal $80 at least that I am forced to pay because of the hours of operation. Does that change your mind? I am trying to be loyal to a small business in tough times, we have used the kennel for years including boarding mulitple dogs and stays over three weeks long at a time -they should respect my side of their business too.
I wish I had enough forsight to compare the three schedules and make different accomodations. Lacey would have had a ton of fun hunting in the West Virginia mountains.
It would be different if the arrangements were made and agreed upon before you brought your dog there. Then if they could work with you (for whatever reason), then you could decide then if you still wanted to board the dog there or make other arrangements. It is a tough situation all around. |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 11:50 AM |
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maybe I feel strongly about it, because my dream is to one day open my own daycare/boarding kennel and i know that a long time ago I said one of my priorities would be to cater to people with funny schedules and low budgets, firefighters like me.
Just remember, where to draw the line, or that dream of opening your daycare/boarding kennel will not be so much of a dream as a nightmare, as you will certainly become burned out with no downtime. You must be sure to have your down/personal time and stick to it, as when you make one exception another will be sure to follow and there goes your down/personal time. Business owners, especially ones that live on the grounds of the business must be able to draw the line and stick to it for their own good. |
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pixie bee
MH
Posts:4448
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| 12/31/2008 12:02 PM |
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This is total BS. When dealing in certain businesses,like livestock, you are never closed. If there is a problem with an animal 3am what do you say-sorry,it'll have wait until working hours. Customer service should be priority #1.After all,w/o your customers,happy customers, they would not have a business. Sad part is,even if people are unhappy with the service they will keep going back.Supply and demand rule the customer's choices.
I feel for you. It's got to be bummer,with the hunting trip and all. Maybe you could explain your circumstance?
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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pixie bee
MH
Posts:4448
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| 12/31/2008 12:04 PM |
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As a side note, I see this more as a way to make a few extra $$$ then anything else. Anyone with an ounce of respect for their customers would make an excetion in this case. not doing so tells me the almighty $$$$ is playing a big role.
Offer to pay the full amount of daycare and take your dog. |
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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MegC
Ellensburg, WA
MH
Posts:989
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| 12/31/2008 12:09 PM |
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I'm torn on this one. I'm in tech support with a small local ISP/telco/cable co, and we often go 'above and beyond' for regular customers who have a track record of being reasonable and kind, don't ask for favors too often, and treat us right when we do attempt heroics.
However, if you're in customer service long enough you'll inevitably get sucked into going the extra mile/fudging the rules for someone that then demands more, and more, and then complains about what's been done so far and how long it's taking, then blames the tech when the 'kindness-of-your-heart-Hail-Mary-manouver' doesn't work out as they would have liked, and complains loud and long to management and everyone else in town, and now you've got rumors with customers to patch up AND your boss calling you in for an unpleasant 'chat' about why we don't do XYZ.... I swear, you'll wish you'd stuck your head in a garbage disposal and hit the switch instead!
Ironically I had one of these requests/potential disasters crop up yesterday. Amazing how good you can get and smelling trouble and saying NO, especially when there's a documented agreement in place that already says "By doing you this favor to start with, you agree to NO on anything else dealing with X".
How would I call this with the kennel? To be totally honest: it would matter a lot if the owner had a history of being flaky or nice, how much repeat business I could expect from them, how much other business I had, what kind of reference they would be in the community, etc.
- If it's a one-time request from someone I knew would make more money for me down the road, referred other customers to me, and was pleasant to deal with, I would probably make a one-time exception an shrug it off.
- If the owner was a constant hassle but I needed the money, I'd probably do it with the explicit warning that it was NEVER going to happen again. Then flag their account to double check arrangements between the owner and whoever else is dropping the dog off so everyone is on the same page to start with from that point forward.
- If the owner was a persistent hassle, and I had a kludge of other less 'high maintenance' owners, I'd probably tell the owner to come pick the dog up immediately but don't come back. It may sound harsh, but there's a lot to be said for plain ol' economics and/or sanity preservation.
In any case, the only situation I can see for keeping a dog 'hostage' might be for unpaid bills... but even then it seems a little distasteful. |
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Megan
+ Dulcie (Lehmschlog's The Right Spot) + Rogan (Lehmschlog's BR Rogan) + Anya (Lehmschlog's Anya O Conchobar)
Intro to harness sport/mushing- start here! |
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carlower1
Kansas
MH
Posts:1253
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| 12/31/2008 12:09 PM |
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I can understand where you are coming from. For Christmas I made arrangements to pick my dog up after business hours on the following Saturday because that is when I was going to be back in town. This was an agreement we made well in advance WHEN I set the appointment. When she wasnt available for me to pick up the dog at the scheduled time... I was NOT a happy camper.
Carrie |
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