Club ULD - U Lucky Dog Daycare — Attraction in Denver

I boarded my 6-month-old puppy at U Lucky Dog for five days. The second I got her in the car to bring her home , I noticed an almost unbearable smell coming from her. After checking her over, I noticed dried, clumped feces all over her tail, legs, and even on her face. After bathing her until the hot water ran out TWICE, picking away dried, caked in poop from my puppy, I still could not get the water to run completely clear. It was very obvious that the poop had been caked-in and covered in her fur for several days. The fact that their staff would let this go on without taking the time to properly clean and sanitize her (or where she slept I can only assume), without so much as a phone call to let me know she was having stomach issues if that was the case, or even just ask me if I would like her to have a bath- (which I think should go without being said)- is disgusting. I was forced to spend my day back from vacation getting her professionally washed, and trying to get her to her vet to check her over, seeing as I have no clue how many days she had been sleeping covered in her own feces. Needless to say, I am absolutely appalled. Their staff should have been embarrassed to hand her back to me in that condition, but apparently not one person there noticed or cared the whole time I was away. I paid to have my puppy looked after and cared for while I was gone, and I received the opposite. I wrote an email to U Lucky Dog and was refunded without a response. I later received a call from an owner, who explained that my puppy tended to “roll in poop”. I replied that the reason I paid to have her watched after was so that she wouldn’t be able to just “roll in poop”- and if she had, she’d been immediately sanitized properly. I also told her that, had anyone taken the time to call me, I would’ve been more than happy to pay to have her bathed. - that there was something seriously wrong with this facility. I requested the names of the employees who should have been looking after my dog, and I never heard back. After bringing my puppy home and washing her three times, she slept for 10 straight hours without getting up to drink water or go to the bathroom once. She has had no interest in food, water, toys, and didn’t go to the bathroom (pee or poop) the whole day. She is potty trained, but that night she started having diarrhea all over the house. She walked slow and lethargic, and could barely keep her eyes open all day. I called my vet, who told me that it sounded like she was just traumatized, and that if it persisted in the morning to bring her in. Thankfully, she finally ate and drank the next day, but is still not acting herself. She has been sleeping in other rooms, away from everyone, and she bit my fiancé when he reached down to pet her today. These are things she has never done. My puppy was boarded at a different facility in February for four days, and she did not respond this way when we brought her home. The only reason we didn't use them again was that they were booked due to Spring Break. This is not a typical reaction for her, and not an acceptable situation for any dog who was boarded. It is clear to me that my dog has been neglected, or worse, by the staff at U Lucky Dog Care. I know these are serious accusations, and would not take the time or stress to make them if the signs weren’t so visible on my puppy. I have been sick thinking about this situation and what her time at U Lucky Dog must have been like, and my puppy’s current behavior is a constant reminder. Something needs to be corrected here, and an apology and a refund will not prevent this kind of misconduct from...

My roommate and I had originally been searching for dog daycare places throughout the Denver area in order to give our dogs a break while we were at work a few times a week. We were referred to U Lucky Dog and began taking out dogs there about a year ago. Our first experiences resulted in the employees knowing our dogs as soon as we said their names, and commenting on their unique personalities -- very helpful and friendly as it felt our dogs were truly cared for and appreciated. After the first encounter at ULD, my dog contracted kennel cough, despite up to date vaccinations -- this is an expected possibility resulting in me managing the illness as necessary and without blame upon the daycare. We returned for another two trips, during which times both dogs raced into the building, excited and happy to go there. Both of these times, our dogs returned with diarrhea lasting several days.

We stopped attending daycare for about six months due to changes in scheduling at our house, but returned to ULD recently. Upon arrival, my roommate was informed that my dog needed his Bordetella vaccination. I informed my roommate that it was good for a year and should not be expired (I read later ULD requires it every 6 months, this is besides the point). The man at check in verified that it was good for a year and stated that he would have his manager change it in the computer and stated that my dog was good to attend daycare for the day.During this time, our dogs were taken back to their play areas, with my roommate's dog having to be physically dragged back as she did not want to go -- not the previous response we had gotten from them the year prior. After the dogs spent the day in care, my roommate stopped back by to pick them up after the work day. Aside from not having the same response we had had a year prior of excitement and care for our dogs, my roommate was informed that she owed $18 for the Bordetella vaccination given to my dog. I called and spoke to Abi, the manager, stating that this medication was administered without consent from myself, let alone with consent from my roommate. She informed me that she had "video proof" of my roommate consenting to the medication. I stated I wished to review the video, as my roommate is stating she did not consent to this, and I wanted to ensure that SOMEONE verified that my dog was able to be given this medication, but it was certainly not myself. Abi refused to show me the video, was extremely rude about the interaction and extremely unprofessional as she stated "I'm sorry your roommate is lying to you." I was appalled. I have years of experience in customer service and Abi does not envelope a customer service approach at all. She spoke to me as if I was immediately in the wrong for my concern from the beginning, made comments which indicated that the situation was at the fault of my roommate and took zero accountability on behalf of ULD. For the next two days, both of our dogs had diarrhea yet again.

I am happy to pay the fee, I understand the expectations of the daycare facility to require Bordetella every 6 months, I simply want some accountability on behalf of ULD. I wanted to post this to avoid other dogs experiencing being given medications without the owner's approval. I don't know what goes on at this daycare, but I will NEVER return to this company, and sincerely think the management needs to be trained in their lack of customer service. Think carefully regarding sending your dog to...

UPDATE: Wow so this is the first time a company has ever impressed me with a response! They emailed me the day after I wrote this to apologize, further explain the situation, and to inform us of a change in policy they made.

As it turns out, what we were told at pickup was incorrect. Looks like our dogs had a tiff during mealtime when they were both in their room. That makes more sense and we were shocked to hear they even fed dogs together like that. BUT, they've since changed that policy and no longer feed dogs together. Phew!

It also happened right before we picked them up which is why no one called us. I don't know why we were told such a different story at pick up. I've left some of those original details just for context because I think it's worth emphasizing that they responded so professionally and respectfully to my review.

I'm super impressed that they've improved their policies and reached out with such a nice email. They even sent us a refund!

I've updated my review to reflect this new information and response while leaving just enough detail for context.

---- ORIGINAL ----

We had been taking our 2 dogs here for a few years, for boarding and day care. We really liked this place a couple years ago but in October 2019...

We did a 1-night boarding and picked our 2 dogs up in the evening. They were there for about 30 hours or so.

When we picked them up, we were told that one of our dogs was isolated the whole time because he "viciously" tried to attack our other dog within 15 min of being dropped off and almost "ripped his ear off." And that we should "check his ear for damage." (There was none)

No one called to tell us this. Plus we didn't believe them. The "aggressive" dog actually loves other dogs and is incredibly playful. At home, he is always excitedly trying to get our other dog to play by barking and jumping at his ear. It's hard to explain in this review but basically it was normal playful behavior for these 2 dogs.

Immediately when we got home they acted totally normal and were fine. I also waited months to leave this review to see if any weirdness, aggression, or behavioral problems arose between them but...