Our experience with HBP since their take over of Rover’s Romphouse (RRH) (the previous owners) has been horrendous and abhorrent. The previous reviews viewers see are reviews from RRH, and our experiences with that beloved company, and HBP is profiting over dishonest and deceptive reviews that are not for their business but from client’s interactions with RRH. Extremely unethical. HBP dairy ashford location took over in the Fall of 2022. Reviews before that time are NOT FOR HBP, dairy ashford location, but for RRH.
Since HBP has taken over RRH, the client care and canine care has declined tremendously. Our dog has been in daycare since he was 3 months old and has never had issues with any facility until this impertinent chain took over. HBP “dismissed” our doberman pinscher from daycare due to his “overly playful nature” and that our dog would playfully pull off the leashes from the employees that are constantly hung around their bodies and play with them. We advocated for them to correct him as we’re not there because he is in HBP’s care, but it seems as though their staff are not very well trained in dog behavior at all. We were also told our dog could come back to daycare if he had “some more documented training”. Our doberman has been evaluated/worked with a dog psychologist and has worked with a well renowned trainer, has participated in dog sports on the side, and was considered for bite and protection training due to his excited and obedient temperament ; and none of these entities have even hinted at the fact that our dog is an untrained dog like HBP has. HBP also only notified us of this behavior on two to three instances, and then took him out of daycare with no warning that that was where he was headed. Additionally, we were told that the female staff couldn’t handle our 100 pound dog, and our concern was why was the staff only allowing females to handle our dog? Not only this, from my perspective , this is highly sexist and disrespectful as I am a small female myself and can handle him just fine.
We additionally asked for video evidence of this occurrence to which they declined and stated we had to be there at HPB to view the footage with the manager, Casey, despite cameras being a PUBLIC ACCESSED RECORD. Also, the agreements in which we signed with them , don’t indicate anywhere that they’re not allowed to release pubic records that involve our property (our dog). We asked for it in documented writing of this mysterious policy, and have yet to receive anything. Additionally, Casey never called us, never introduced herself, and used her lower management, Aaron, under her to take care of her issue and be the middle man. This severe lack of professional handling and incompetent leadership showed us already HPB is most likely a toxic work environment, which then leads to horrible client outcomes. We additionally met with her to view our footage of our dog, to which her demeanor was already frustrated, attacking, and lacked healthy listening skills and spent majority of her time with us trying to convince us that we were not great pet parents because our dog couldn’t practice “leave it” in daycare (weird how we can’t enforce commands in area we’re not in). Also, before watching the video, she accused my husband of video recording , to which he showed her nothing was being recorded via video. The one video showed us that our sweet dog is playful and HPB doesn’t have the best staff out in daycare fields to correct or assert leadership. After asking for the solution, she relayed that if Toby had a “leave it” command that that would be a great solution; Toby does have an excellent leave it command, but unfortunately if the individual giving the command isn’t strong, he’s not going to listen. Also, Toby was able to do this with other staff members who corrected him just fine. Casey additional stated verbiage that she understood our dog was a doberman and therefore a powerful and stubborn breed, but then proceeded to tell us that he just wasn’t trained properly and needed more training. We were completely confused and gaslit the entire time, as she would make statements that it wasn’t our dog but then it was our dog that was the issue. She additionally made false and deceptive claims that our dog was on an e-collar with the previous owners (whom we still keep up with) , and was an entirely deceitful claim and we were just so baffled at the lack of professionalism for her to stoop so low and out right lie that our dog was on one. Additionally, RRH also had live cameras 24/7 and used e-collars in extreme cases with the client’s permission , before dismissing them out of daycare. We already knew this, but it was the fact that Casey tried to pose this to us as new information as if we didn’t know from a deceptive perspective, and then claim Toby was on one. Just a complete fabricated and delusional debacle.
This place has been an utter nightmare and my husband and I wanted to give them the benefit of the doubt, but this staff clearly isn’t qualified , or trained. Toby is already with a new daycare/boarding facility , who didn’t see anything wrong with our sweet pup, temperament wise or that he needed more training. It was never our dog nor us, but strictly the lack of professional development with this disgusting and crooked business. Please stay far away from this dreadful, unprofessional, dishonest, and unethical company.
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