I am reviewing Biscuits and Bath Doggie Gym, Murray Hill location. I have a small, very friendly and very cute Jack Russell terrier that comes to work with me most days. When I am with clients or at a job site, I take my dog to Biscuits and Bath Doggie Gym for some play time with other dogs. This used to be a savior to me when work got hectic and I couldn't make time for my four-legged pal. I never worried about him there because he was always pulling at the leash to get in and play with the other dogs and when I picked him up, he was always happy and tired from all the quality time with the other dogs. My mother decided to take me on a trip to Italy for 9 days this fall and sadly, I could not take my dog with me. So, I booked him for 9 days (very expensive I might add) at Biscuits & Bath and felt sad to say goodbye to him but knew he was in very capable hands. When I returned and picked him up, he looked beautiful. I had them give him a bath and I have never seen him look so nice. His coat was brushed and so soft and he smelled wonderful. He was perfectly fine when I picked him up and we made our trek home. When we got home, I unpacked his belongings which consisted of his dog food, vitamins, treats and a few chew bones. As I pulled these things from his bag, I looked down in horror at the bottom of the bag. Among crumbs of his dog treats, there were SEVERAL MOUSE DROPPINGS! I was horrified and called Biscuits and Bath immediately. The girl who took my call was very nice and shocked at my discovery but admitted that they had been fighting a rodent problem due to construction occurring above them. She was apologetic and took down all my information to pass along to the manager of the location at my request. The manager called me and was apologetic but didn't really make an effort to make the situation right. She tried to make excuses, "This is New York, mice are common" was not something I wanted to hear when I had entrusted one of my most prized possessions with them for 9 days! I told her I realized that mice are a common nuisance in the city but that given this fact, the facility should take extreme measures to ensure that all food and belongings are safe from these creatures. I also pointed out that no one had taken the time to look at my dog's belongings before he left to go home and that I was the one who had to point out to them that mouse droppings were in his bag. I was lamely assured that his food was kept in a separate place that was mouse-free so that shouldn't be of concern to me. Gee thanks! I told the manager that I was not going to pay the full price of my bill as this was not acceptable to find mouse droppings in my dog's belongings. I also told her that I wanted a full refund for my year membership as I planned on never returning to the facility. She said she would try to get me some kind of break in price but she couldn't guarantee it. But that memberships were nonrefundable so there was nothing she could do for me there. Another infraction against them was that I had brought in a credit card that I don't use much for payment and asked them to charge this card rather than the primary card on the account. The girl at the front desk took the card, entered the card number and expiration into the computer and handed me back the card when I dropped my dog off. When I checked my bank balance after I had picked up my dog, I noticed they had charged my debit card, not the credit card I personally brought in to them. When I called to straighten this out, they claimed that they automatically charge the primary card on file and that they needed the number again. I asked to have my debit card credited right away. They told me that this would take too long so they would write me a check.in the mean time, they took $160 off my bill which was almost $800.00. The refund check they wrote me was only for $160 rather than the $800 they owed me for charging the wrong card. When I called them AGAIN they need the credit card number AGAIN. I couldn't believe the group of morons I was dealing with! So to recount this overly long review (sorry, apparently I'm not over this yet!), I found mouse droppings in my dog's belongings, the wrong card was charged, the wrong amount was refunded and I had to call three times with the same credit card information that they claimed they didn't have. The manager did nothing to keep me as a client - no offers for free day care, grooming, discounted membership, etc. She didn't seem to grasp the seriousness of the situation and didn't really react when I pointed out that mice droppings are often toxic and this could have seriously harmed the dogs. For a place to charge as much as they do and to have this occur is inexcusable. I wrote an email to the owner as I was told this was the best way to communicate with him and I didn't so much as receive a word back in response. So, I no longer patronize Biscuits and Bath. My dog doesn't understand why I drag him past the windows so quickly. He just wants to go back to playing with the dogs. I hope other dog owners will think twice before subjecting there dogs to such an irresponsible and incompetent place.
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