SF Puppy Love

Dina Goldman · 5★ · 2026-01-05

Charles Smith · 5★ · 2025-07-30

Hien Ly · 5★ · 2025-07-26

Emma Lee · 1★ · 2025-06-24

Brought my dog here for years. And though it was never an outstanding experience (no updates for days even when regular updates were offered and requested, etc.), it was fine for what it was and we continued to go there on occasion because it was close by and their caretaker Paul is clearly passionate about and dedicated to dogs. But recently I boarded my small 6-pound dog with them for a weekend and he came home with a broken leg that required a trip to the ER and urgent surgery to reset the bones and put in a permanent metal plate with screws. The facility's response to the incident has been completely lacking in accountability from beginning to end. They claim that my small dog somehow muscled open a crate which was stacked on top of multiple other crates and jumped out, all without anyone even hearing the dog trying to open the crate though they supposedly "turned away for just a few seconds." They then informed me not by phone, but by text. When I responded to try to get more information about what happened (I tried multiple times), they ignored all of my messages. I finally had to call them to reach anyone for more details. And it was only after the call that I received any photos of my dog and his injury. They made it sound like he just had a sprain, but when I picked him up after returning from out of state ~24 hours later it was clearly a serious injury and my dog still couldn't put any weight on the foot. They did not bring my dog to the vet to get him medical treatment or attention at any point following the incident. And even though they apparently had CCTV footage of the incident, it is now conveniently overwritten and unavailable for anyone to review. Apparently no one thought to preserve the video even though it would have obviously been of interest to me and SHOULD have been of interest to the manager and owner as well. All they've offered me as a way for them to take responsibility so far is basically thoughts and prayers. When mention of accountability was mentioned, they simply hid behind the waiver they require everyone to sign. The waiver, however, specifically promises that they will care for the dogs with reasonable diligence and care, which they clearly did not honor here. Instead, they continue to try to place the blame on anything but themselves, continuously saying that dogs open crates all the time and this was simply an "accident" caused by my 6-pound dog, all the while failing to explain why crates are placed so high up to start if dogs really open them all the time or any of the other unbelievable inconsistencies and negligent treatment of my dog. I really wanted and tried to rebuild my trust in them, telling myself that if I saw them taking any sort of responsibility (whether financial or otherwise) I would give them another go or at least not write a bad review. But I am thoroughly disappointed at their attitude towards the incident. I highly recommend you take your dog anywhere else.

Frida N. Gilchrist · 5★ · 2025-06-16

Great service!