Paws & Friends

I would not recommend Paws & Friends to anyone. My Puppy was needing to be boarded for the first time this past weekend and when I picked her up from her 4 hour evaulation I was informed that she was accepted. when I dropped her off the next day I was told by a young man (whom was working alone and did not have kind things to say about the people that helped me the day before) that I when I picked her up I would need to pay for an extra day I picked her up after 2pm, and pick up was until noon. After my trip I arrived to pick up my dog at 1:30p which I assumed would keep me from having to pay an extra day. I was greeted by Donna, whi was very friendly and informed me that she could not release my dog to me until 2p because the system would not allow her to. I told her that I had other things I need to do but if i had to sit in the office and wait 30 minutes for the System to release my dog I would but I wasn't going to pay the extra day. She said that she would get her Manager and see what she could do. With me, my 8 y/o son and girlfriend standing in th office, a women burst through the door into the office yelling at me an pointing, telling me that I am lying and she was with him when he told me the pick up rules and I was wrong. I felt attacked and disrepected. Then when I told her that I felt like she was attacking me she says " I was going to waive the extra day" first off it wasn't after 2p so I hadn't assesed that fee, and second, was she going to add the extra day because she was mad that I arrived befor 2p? I asked her her name and she snaps at me, Nicki, The Owner! I told her that this was horrible customer service but at this point she stopped communicating with me or looking at me, and proceeded to charge me for the extra day and left the office.

My puppy came home with a horrible Eye infection that she still has, and when I tried to reach out to Nicki she refuses to return my call.I heve never delt with an owner of an establishment that sets such a horrible Customer Service example for her employees, doesn't communicate with her customers, and lies about being present in a prior conversation.

Nicki did not help a situation that started calm by elevating it by busting into the office yelling at me and treating me like I was trying to get over on her rather than just making her pick up policy more clear. If you cannot pick up your pet between 12-2p then just say pick up your pet before 12p or pay for an extra day.