We dropped our 1 year old puppy off here for 13 days. When we picked him up he had lost around 10 lbs and had patches of fur missing. He was really weak and sleepy and vomited within a few hours of picking him up, and also had a huge scar in his ear. We weighed the bag of food and calculated he was fed around half of what we asked them to feed him. When I asked why the bag we received back was missing such little amount of food, she had no answer and claimed they fed him more than what we asked and accused me of only calling to argue with her to get a discount. She refused to discuss it with us and hung up on me. My wife and I later went to the business and she again claimed she fed him extra and she had no explanation as to why we were such a little amount of food from our bag. She refused us a explanation and told us we will have to take it up in court if we wanted to do anything. We said that we just want an answer and we understand that it may have been a mistake on their end but we wanted answers, but she then claimed that she went to school for this and knows how to feed dogs. She never once questioned other employees or apologized or was even willing to investigate or give us an answer, instead just hung up on me and told me to take it to court. We took him to the vet and they explained to us that the fur loss was from an infection that he had picked up from somewhere. He explained that the infection would have started when the fur loss started, and Melissa had admitted that he had fur loss when we picked him up, but claims the fur loss was from him playing with other dogs, and is not from an infection, even though we have vet records to back it up. He plays with dogs all the time but never has fur loss or scars in his ears. She also denies him having a scar in his ear, but when we sent her the picture of the night we picked him up, she choose to ignore our email and not respond with the proof right there. She has claimed that she has answered our questions and we didnt accept her response, but she is just denying everything we are saying, and not giving us a response. She is claiming she fed him more than what we said (but the bag of food we received back says otherwise). She is saying the fur loss was from rough play (but our vet records say otherwise). And she is claiming that he had no scar in his ear (we have pictures from the night we picked him up with the scar that looks at least a few days old). Melissa instead ignores all of the proof we have and claims she took care of our puppy while he was there, giving me no real explanation given all the proof we have.
The 3 times we went in there to talk the person working was always just sitting on the computer in the front with their dog with them, while all of the other dogs were in the back barking away. They had very little supervison from what I saw and this is proven by the scar that our puppy had in his ear when we picked him up and Melissa has denied him having a scar, which shows that he wasn't properly looked after if a scar like that can go unnoticed. We trusted Escape the Crate with a member of our family and that trust was broken, and when all we asked for was answers we were denied that very rudely. I have since sent a few emails which have also all been ignored.
These guys are cheap for a reason! Please avoid dropping off your loved ones at a place like this as they do not take proper care and if you question them about it you are received very rudely and they give you a "tough luck" response as you have to pay them to take your dog home. I didn;t even ask for a refund at first, just answers, and I wasn't even given that! Be careful!
Amritpal Singh
Navjot Grewal
