I started using this animal hospital mid year after getting my 2 puppies. At first I thought the service was excellent. The facility was new and very modern. The staff was friendly and very informative about everything. Always called with updates and also when we came to check out from appts or boarding stays they gave us a complete break down of their stay. My puppies have been boarded there 4 times since we started using them because we've been going on an unusual amount of trips this year, but the last 2 times we picked them up from boarding they smelled like they were living in their pee the whole entire time they were boarded. The one time they told us they didn't have time to give them a bath because they had too many dogs, so we took them to the groomers right after picking them up. This last time when we dropped them off we made sure to let them know about the smell from their previous boarding and to be sure they were bathed before picking them up. To our surprise when we picked them up they were even worse. They smelled like fermented pee, had crust on their ears and snout, and gunk on their belly. We were told that they were bathed a couple hours before we picked them up. When I explained to the lady up front my disappointment she got Dr. Roach to come and speak to me. He came up front and asked me to come back with an extremely defensive attitude. He waited for me in a back room so I made my way back there and he started arguing with me about how the puppies pee everyday in their run and of course they smell like pee. I get it, puppies are a lot of work, but if the hospital can't handle it, they should just let us know. I explained to him that we didn't have this issue the first two times we boarded them and just wanted to know the reason for the change in service, but he became upset, argued that they were bathed daily, and asked if we wanted them bathed again. I told him that I wasn't there to argue with him and that I would just not come back to this hospital. He replied with "that's fine" and I guess he was glad to see us leave. After spending over $3k at this hospital with boarding, vaccinations, neuter and spay surgery he didn't have an issue with us leaving. Also referring friends and family to the hospital after we started going there he didn't seem to care. I really think that he doesn't have the patience to work in the hospital anymore because he doesn't have the staff to sustain the amount of patients or the experience to sustain them. I've seen a ton of new people start there since I've been using this hospital and every time I go in, there is someone different. If you are like me and care about your pets like they are your kids, then I would not take them to this hospital until they get their act together like when I first started going there. Definitely do not board them here.

Like most other reviews here I had been around tot other boarding places for my two German Shephards. I immediately fell in love with this place and the staff. It wasn't until our forth extended boarding that something had to be said regarding the condition that our dogs were being returned in. Let me first say that our dogs are 9 month German Shepherd brother and sister that are still learning so I will not contest that they "go" sometimes in the crate (they don't at home but often while boarding somewhere new). I never said anything about that to the staff at West Russell - what I am upset and quiet frankly irritated over is the lack of responsibility for delivering what is promised. It's very hard to describe in words the condition of our two dogs this past (and last) occasion. Putrid fermented pee is the best way I can paint a picture... Again I am not upset at the fact they "go", I am upset at the fact they continually skip/ miss their baths and we pick them up filthy and then have to go spend more $$ at a groomer that often can't believe what they are smelling and feeling. This past time was arguably the worst - I called at 8a to confirm we would pick them up around 10a and to ensure they had gotten bathed prior to our arrival. The young lady stated she was the emergency member of staff and said she would begin soon. We arrive at 10a to crusty ears & under bellies and the same putrid fermented smell I mentioned above. I bring the dogs outside while my wife begins to dig deeper as to why and how this happened yet again after numerous apologizes before (after previous stays) assuring us this wouldn't happen again and also promising extra baths to ensure that promise. Sounded good given that we've probably spent in excess of $2,000 in recent months due to my travel schedule not to mention referring my brothers German Shepard for vet services and boarding as well... I was wrong, very wrong. The Vet who claims to live there is a very nice guy until you have a legitimate issue then he starts getting defensive... Ignoring the facts presented to him from regular/ referring clients. When my wife told him that were not here to argue, we just won't return he said "that's fine"... Rather than address the issues at hand. Sad really... Message me for more details if you'd like.