Twin Lakes Pet Resort — Local services in Paris

CUTOMERS BEWARE!!! My Name is John Jones and I live in Paris, Illinois. My wife and I have used Twin Lakes pet resort on a few other occassions and was very pleased. BUT last week we had one of our dogs groomed and they did a great job. BUT when I went to pick her up I was charged a 45.00 late pick up fee. This was the first time we had used Twin Lakes for grooming.

When we scheduled our grooming appointment we were not notified of their policy on pick up time.

When they called me to pick up our dog they never mentioned anything about a late pick up fee .

I was busyt at the time they called me and told me our dog was ready for [pick up so I actually got there as quick as I could which was about 1.5 hours after they called.

when i picked up our dog the receptionist told me at that time ther is a 45.oo dollar late fee. I did not say anything but the receptionist could tell by my look of disgust that I was upset.

They took my debit card and proceeded then to tell me that if there was other arrangements made they would have had a discount on holding them longer than 30 minutes. But because there was no arrangements made I have to pay the 45.00 late fee which is 15.00 per 30 minutes and that there is a sign posted on the counter stating that.

the sign on the counter is on the far right side of the counter next to the window and is an 8.5 by 11 sheet of paper with average size print and the page is completely full of their rules on this. but the problem is it does say attention groom clients in about 1/4 inch font. I am not sure that anyone new to Twin lakes would even take the time to read it mainly because it is kind of out of the way and does not look important now that I know it is there. I did take a picture of it so I would have it for future reference.

There young lady that was working the same day as this receptionist was.... when I was paying the bill merely out of the blue said "She does not make the rules and there is a sign posted" I believe that was said just to rub salt in the wound.

I believe this was done intentionally to get more money out of us and I would have been more than glad to pay it if I would have known anything about it prior but it was just done out of spite I feel and not sure why! Could they not have seen this was our first time as a grooming client and maybe just charged us a small fee or even just make an execption and tell us next time we will be charged . I am writing this review so that maybe someone else that does not know about the late pick up fee and IS NOT TOLD ABOUT IT in any way at all MIGHT AVOID THE SITUATION.

I really thought after I told the receptionist about my concern about this and that I intended to talk to DEE BURGIN about it ,,,that I might get a call from Twin Lakes pet resort but I did not. We will see if they even respond to this and if they do I will write a follow up but for some reason I dont think they will .

CUSTOMERS BEWARE OF THE SNEAKY LATE PICK UP FEE AND BE READY TO BE TREATED AS A CUSTOMER THEY DONT CARE...

We’ve had nothing but good experiences at Twin Lakes Pet Resort. So far we’ve only used their daycare services but intend on using boarding services in the future. When I went for a tour they were informative and the facility was well laid out, every detail had been picked to achieve maximum efficiency and everything was immaculate. (I LOVE that the suite fronts are not cage doors - seems homier). They were willing to take the time to answer my multitude of questions which I appreciated. When we drop off our dogs for daycare they know who they are and when we pick up we get a report on how they did for the day, which I appreciate. My dogs are visibly excited when I drop them off and I love how tired they are from a days play! It helps with Gunnar’s social/general anxiety and it wears Kimber out to prevent inappropriate behavior at home. We had previously taken them to daycare at another facility and after learning of some unsafe procedures and dangerous situations we immediately pulled our dogs. Twin Lakes assured me that our previous issues would not be a concern at their facility and that provides a great relief. They obviously take measures to ensure safety, both in health and physical terms, for our dogs. The webcams are very clear and I love checking on my dogs. The staff is always interacting with the dogs and the groups are appropriately sized. I cannot say enough good things. The ONLY “con” I’ve come across is there is no second pet discount for daycare. Our previous daycare was more affordable with an additional pet discount. But I also respect they are a new business and maybe that will become a thing in the future. Either way we are happy to continue to support Twin...

Twin Lakes is fantastic. We board our dogs and cat there a few times a year and they always do an excellent job. They follow my instructions for feeding. The dogs like the people. The facilities are lovely. Our 3 dogs can be boarded together if we reserve with enough advance notice. The car facilities are also nice. All cats are allowed out in the room for a little while each day. I love being able to check in and see my pets on the cameras at anytime. I highly...