Elite Suites Pet Resort - Heath — Local services in Heath

Let me preface by saying we brought our 5 month old yellow lab here for boarding for the weekend. We didn’t have a full book of plans for the weekend and basically wanted to try out this facility for future boarding; that being said we had plenty of time to watch the camera that they put on your dogs kennel. This review is only referencing Elite’s boarding services.

We are more than disappointed with the care our puppy received, especially for a place that charges $50 a night. If your boarding exceptions for your dog are for them to have no interaction with other dogs or even staff for that matter then this is the right place for you. Dropping our puppy off for the weekend we learned that she would not be able to participate in daycare because she is not spayed (even though most vets want you to wait until 6 months to spay your dog and she has shown zero signs of starting her cycle). When learning about this we asked if she would at least have staff interaction or time alone to play (as the website states that dogs get several trips outside during the day to play in one of 6 yards). In watching the camera our puppy was only let out every 4-5 hours or so and anywhere from 3-12 minutes... how is that long enough for a dog to play and get some energy out, let along go to the bathroom?!? A majority of the time when she came back in from being “let outside” she would go to the bathroom in her kennel within 15 minutes because she wasn’t given enough time outside to go.. On Saturday night she was let out at 7:59 and came back to her kennel at 8:03 and that was her last chance to go outside before “lights out” at 10pm, when staff returns at approximately 6 am the next morning. When staff came in her kennel to clean it or to drop her food off they rarely took even one minute to pet her or show her any kind of attention, it was open the door, place the dish down and walk out. Maybe I just have too high of expectations paying $50 a night for boarding but I would think that employees who work here would love animals and would want to spend a little time with them. I’m not sure what other tasks employees have to do during the day but there was a point in time watching the camera that TWO HOURS had passed by and not one employee was seen even walking through the kennels to check on pets. We will never bring our dog back here and we hope that if you love your dogs and want them to cared for and treated like family that you won’t take them here either. Maybe all the employees attention goes to the daycare dogs and that service is better because of it, we are not sure but for boarding I would save some money and find another facility.

We did end up cutting our trip short and came back home so that she wouldn’t have to stay...

When I made reservations for my two dogs to stay. I don't know who I talked too, and I asked for the price rate she told the price. And I specifically ask if it was the same price rate for the two dogs, and she said yes ma'am it is. So I took my dogs their over Labor Day weekend and we picked them up, when we got ready to pay its was not the price they said it was. One of the girls gave me the owners number, I left a voicemail and when he called. I told him about the price rate that was given to me vs what I paid.... Boy let me tell you, he started raising his voice at me. And I ask him he didn't need to raise his voice at me, he turns around and tells me that I was raising my voice. My husband was in a different room and he heard the owner raising his voice. David (the owner) told me, that one of the empolyees called him and told him, that be ready that this customer (me) was sooo frustrated. I told him I wasn't fraustrated I just wanted to know why I was told of a different price rate. Then he pretty much was calling me a liar. I even apologized to the guy and I also told him I apologize for his employee. He said Im sorry but that he wasn't going to apologize for me calling his employee a liar (Which I never did). He hung up on me. After that happened, I called Elite Suites and spoke to the employee that gave me the owner phone number. I ask her if she thought I was upset or fraustrated. She said no, she called David and told him that I was going call him, to talk about the price rate. I told her that the owner made her sound that I was really fraustrated. I also apologized to her, if she thought I was upset, she said no worries, it was a misunderstanding. My point is if they tell you a price rate it should stay that way, they turn around and charge more (not good). And apparently David (the owner) is an Angry Man because he was that. So I will not be taking my dogs there, I would be afraid they would be mistreated. And from some other reviews, and aome of his ex-employees reviews I have seen,not good at all "angry man" definitelynot a business man. The sad part is that I used love taking my dog their and I would recommend others to take their dogs there. No more, I do not recommend this place at all. David is not a good person he hung up on me. Good Luck to whoever takes their fur babies to...

Horrendous customer service! We have taken our female lab dogs here for a couple years neither of them are fixed as we are planning to breed them. Elite is fully aware of our dogs not being fixed or they are "intact" as they call it. We have boarded them there before when one of the girls was in heat and there were now challenges. We always request they don't have time with other dogs as they are sweet and other dogs there can be aggressive. Also, we don't want an accidental pregnancy. We booked them to stay for the week of Thanksgiving as we were headed to Cancun for a vacation. The girls went into heat simultaneously the week before we were set to leave, however since they had taken them before when one was in heat, and we don't want socialization with other animals we thought it would be okay. We arrived 4 hours before our flight and informed them they were in heat. Abrasively, they said that is going to be a problem. Then informed us a new management team was running the facility, and they no longer board dogs in heat as the other male dogs in the facility would become more aggressive. If new policy changes took effect, it is usually best practice to inform your client of the changes so proper accommodations can be made, there were no such communications. I think they are lazy and did not want to have extra clean up. Now with four hours until our flight we have to try to find care for our pups the Sunday before Thanksgiving. We started calling around and found out there are at least 10 other boarding facilities in the Rockwall area and all of them said the same thing we would have taken them and just kept them separate from the other dogs at all times. The other facilities seemed perplexed that this was an issue at all, but unfortunately, they were all booked for the holiday week. We were able to find a solution and went on our trip the stress caused by them taking a reservation and failing to keep the reservation caused my wife to have stress hives that did not bode well for a swimsuit. We will never do business with them again and after their recent outbreak of kennel cough and other problems they have I hope they close soon. They are overpriced and have got too big for their britches and the boomerang of life is coming around. NEVER DO BUSINESS WITH...