Puppy Haven - Brookhaven — Local services in Brookhaven

I have been a customer at Puppy Haven – Brookhaven for roughly a decade. Unfortunately, a recent boarding experience has led me to looking for future care elsewhere.

I reserved my 4year old’s stay for Saturday, May 31st, through Wednesday, June 4th: • Group Silver – Lodging, Activity – Group Silver • Enrichment – Story and Snuggle (2 nights) • Enrichment – Lick Mat (3 nights)

On June 2nd, I emailed to see how he was doing. The first response I received assured me that he was having a blast and was “having a little bit of anxiety on the first day, but he quickly warmed up to the room.” I was informed that he was eating all his meals.

On the evening of June 4th, I picked my baby up and asked again how he did. I was told again that all was great and he had some anxiety and was shy at first but was fine after. I asked for his backpack that I sent with him that contained his meals/treats. Upon arriving home and unpacking, I found his full baggie that contained his June 4th morning meal. I also located all the other marked bags except for the June 3rd evening one.

That night, I inquired whether he ate that morning (June 4th) as his morning meal was still packed. I received, “Regarding your question about his breakfast this morning, he actually did not seem interested in eating, so we placed his morning meal back in his bag for you.” I asked if the procedures were still the same when they don’t want to eat as many years ago, I was immediately contacted by phone when our older girl stopped eating. The final response I received was that the procedures remain the same. I received an apology for not being contacted and assured that the protocol would be followed in the future.

• Surrounding this reservation, it has been mentioned on multiple occasions that he experienced some initial anxiety, but "warming up" seems an overly broad description, especially considering his prior visits with his sibling. Typically, he remains seated on the steps or equipment, simply observing his surroundings. It seemed that staff did not recognize he was a returning guest.

• All of his labeled meal bags were empty (and stored in the backpack) except for the morning of June 4th; however, the June 3rd evening bag was missing. This raises concerns about whether he was fed that evening, as there is no confirmation that this meal was provided.

• Upon our return, I weighed him and noted a loss of 1.5 pounds. While fluctuations can occur due to water weight, such a decrease is unusual for him and could be consistent with having missed the previous two meals. Although I hope only one meal was missed, I do not have any assurance regarding this matter.

• This may not be standard procedure anymore, but when my older dog boarded at Puppy Haven for multiple days, we would receive a card with notes about her stay. I did not receive any documentation this time. While I understand the services are now à la carte, receiving personalized attention and observations from staff would provide significant reassurance to pet owners when leaving their pets in your care.

• Based on these issues, I am uncertain whether he received the two nights of "story and snuggle" or the three nights of lick mat enrichment that I paid extra for, as even the basic care expectations were not clearly met. While I hope these services were provided, I do not have any assurance.

• In the final response I received: “…..He had been eating well every other day of his stay, but this morning he simply did not seem interested in his meal.” This explanation is difficult for me to accept, as he is typically highly food motivated and has never declined a meal in the past.

This situation has been distressing, especially after our recent loss. I hope this matter can be reviewed to ensure that the quantity (of dogs/staff) over quality (of care) is not chosen over another when caring for...

We brought our new rescue, Arlo (we've had him for about 2 months now), here for a temperament test as we were hoping to board him in a couple weeks. Unfortunately, he was not deemed a good fit, but it certainly wasn't for a lack of trying. We had a bad experience recently at the vet and he's been a little more on guard than usual and on top of that we understand that sometimes rescues have some issues that need to be worked through.

The staff at Puppy Haven tried more than once to get him acclimated to the environment and were very patient and kind with him. From the sound of it he didn't really do anything bad, but he was very standoffish and seemed a little scared and based on their experience they were worried that might trigger a scuffle with some other dogs. If you have a dog that does well in a large pack setting, this place is great and you can rest easy knowing they truly care about the safety of all their guests. They also have webcams so you can check in to see how your pup is doing.

As far as the process leading up to the temperament test, it was very straight forward. Their website is pretty solid and they were very informative and friendly on the phone. For now we'll have to take Arlo somewhere that he can be around fewer dogs, but hopefully we can try again once he has more experience being...

Unfortunately I had a bad experience with Puppy Heaven . Me and my husband left our to puppies to stay with them for 2 week, since we travelling to Japan on Vacation. After on week, we recived an e-mail saying that because one my dogs were home sick, he became aggressive and was being keep away from the other dogs. When we returned on Saturday , we asked them if we could pick up our dogs on Saturday at 5h00 pm ( they close at 4h00 pm ). We said that we would feel more comfortable getting them on Saturday instead of Sunday, due to the concerning e-mail that we received about one of my dog behavior

They said, that they could not wait until 5h00 pm because they close at 4h00 pm and we could only pick them up on Sunday at 12h00 pm. I’m sorry but this is absurd, I was not asking for a huge favor, I was asking only for them to wait only 1 Hour and they were not flexible ( just remember that my dogs stayed for 2 weeks with them)

Also, I wanted to mention that we stooped by Saturday at 5h00 pm , hoping to someone would be there. There was NOBODY there. THEY LEVAE THE DOGS BY THEMSELVES for a whole day ! That’s for me is absurd, that is why I’m writing this review and never leaving my dogs...