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My Second Home
- Pet Boarding
- Franklin, TN
About this business
Location details
101 Mission Ct., Franklin, TN, 37067, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 07:00 a.m. to 6:00 p.m. | |
| Tue | 07:00 a.m. to 6:00 p.m. | |
| Wed | 07:00 a.m. to 6:00 p.m. | |
| Thu | 07:00 a.m. to 6:00 p.m. | |
| Fri | 07:00 a.m. to 6:00 p.m. | |
| Sat | 08:00 a.m. to 5:00 p.m. | |
| Sun | 10:00 a.m. to 6:00 p.m. |
I took my dog in for boarding on June 21, 2019 freshly groomed and in good health. When I picked him up on the 30th, he was supposed to have been bathed, which I assumed they did since I was charged for it. My total bill was $650. When we got home, I noticed he was limping on his back left leg and his left ear looked bigger? He is a havenese with fluffy face and ears and medium length hair, so I didn't notice right away until I checked closely that the hair on his ear was matted all the way to the skin, not in one spot, ... read more
Business response:
Hello Janet, I wanted to thank you for taking the time to speak with me today. Please feel free to reach out to me if you have any future concerns or issues. -Ashley
Not very impressed. There has to be some better options out there! My dogs have been boarded here twice. My first complaint would be that no one ever answers the phone!! I have called on many different occasions and I have never gotten to a person any quicker than a 10-15 minute hold time. Maybe they have too much business and don't need to take my call. Or maybe there is not enough staff. Lacking customer service in every way! Secondly, both of my dogs came home last week after their boarding visit with kennel cough... read more
Business response:
Hi Laura, thank you for taking the time to write us the review. Speaking to everyone who calls and in a timely manner is very important to us. We do offer other means of contacting us (email, text, website) because we have a high volume of calls every day. We are working on how to make this process more efficient, because we understand how frustrating it can be when trying to call and you can't reach us. We require every dog in our care to provide proof they are up to date on all their vaccinations, including Bordetella. Ev... read more
My Second Home has gone WAY downhill over past 2 years and I can no longer recommend it: it's become too corporate/$ centric, staff insufficiently trained, dogs not grouped with proper screening or supervision, too many dogs out in gen pop, sloppy scheduling, dirtier, dog being "mysteriously" injured.... my specific issues all fall under these categories. Last straw, showed up for scheduled and confirmed grooming appointment and was told "oops, you're not in the system", followed by blank stare/so why are you not leaving??... read more
Business response:
Thank you for your feedback, Susanne. We strive to provide great customer service, and we have obviously failed you in that aspect. As Pam, our GM, mentioned to you this morning, we are very grateful for any client who takes the time to offer suggestions in areas where improvements can be made. Pam is addressing your concerns with our customer service staff, as there was definitely a mistake in scheduling on our end when you came in today and your pups didn't show in our system as having an appointment. I understand how frus... read more
Our long-haired Maine Coon cat was returned to us with his hindquarters matted with excrement. We paid extra for daily grooming, of course. This is very distressing! Will not be using their services again!
Business response:
Hi Donna, I'm very sorry you were not satisfied with our services. The package you purchased for Watson and Bellamy included daily brushing, and I have documentation from our Assistant Boarding Manager that she gave them daily brushing, but clearly, we missed his hind-quarters. Renee did notice it when you picked up today and offered to take him back to bathing and clean him up and make it right, but she said you declined. Again, I'm very sorry for not providing you the services you expected from us, as we all take pride in ... read more
The only reason I am giving My Second Home a two star rating is because my dogs have boarded here multiple times in the past year and this is the first time I experienced a major issue. Although they always came home dirty and always have to pee the second I pick them up (which makes me think they weren't being walked regularly). This is the first time I had a major issue. I dropped my dogs off on a Thursday as I was leaving for the weekend. I noticed one of my dogs vomit a few times on Thursday but I did not think much ... read more
Business response:
Hi Lindsay Thank you for taking the time to write your review. I'm very sorry you are not satisfied with the care Bentley received during his last stay with us. Thank you as well for returning my call yesterday to let us know he's on the road to recovery. Typically, when a client lets us know their dog or cat is not feeling well or acting out of character, we recommend they board their pet at a vets office for medical observation. Since you let us know at check-in time, we most certainly did not want to turn you away. We've ... read more
I have used this business a few times upon the recommendation from friends who had a good experience. The first time our dog stayed there, I thought "this is great!" The second time he stayed there I was less enthusiastic as they brought the wrong dog when I went to pick him up. Mind you, this is a place where you pay around $75 a night to board your pet. I chose the "silver package" which entitled my dog to some outside play time in addition to a safe place to sleep and eat while I was out of town. I called today to ch... read more
Business response:
Cindy, we want to apologize for your recent experience. We completely understand your frustration and can assure you that we are working with our team to ensure this miscommunication doesn't occur in the future. In regards to your pup's play time, the employees responsible for this are different from the porters. We have double checked and can confirm that all playtime was received and enjoyed. Once again, we completely understand your concerns and as pet owners ourselves, we know how difficult it is to leave your beloved pe... read more
Do not use this kennel if possible. I would give less than 1 star if I could. I have waited a bit to write this review so I wouldn't write it in anger. We purchased the upgraded package for our Yorkie when we boarded her- the one where she had a large private room and got treats and brushing each day. We ended up coming home 2 days early from vacation and called 20 minutes after we got back in town to pick our pup up early. We were mortified when we got her- she was covered in urine and feces. When we asked why- no one would... read more
Business response:
Laura, Thank you for reaching out. My team and I are trying to look into this and we have been unsuccessful in finding your file based on your description. Also, the services you describe do not match the services we provide our guests. We pride ourselves on providing outstanding service, and if we fail to do so, we look in to the incident and take corrective actions to assure it does not happen again. Based on the information you gave, I don't believe we provided boarding for your Yorkie. If I am mistaken,... read more
My husband and I decided to check this place out for our dogs. From the time we walked in the door, everything felt wrong. The front area was not clean and tidy. We did not get the greeting we expected from the very "unhappy to be there" staff behind the counter. When you walk in, you see a large waterfall behind glass. We did not understand the purpose as the dogs behind the glass were not allowed to walk around it the water and enjoy it- waste of space. As we started our tour with one of the employees, we were told we coul... read more
Tried to take a tour of this place, but it was so bad I had to walk out. I was uneasy the moment I walked in. The woman that walked in before me was trying to pick up her pets from a stay and I overheard that it was going to cost her double what they had quoted her. The staff had obviously not called her to tell her, because she got very upset, as would I. As that scene was going on, I'm called back to take a tour. As we walk into a room, a loose dog comes running up to us. I'm sent out of the room so they can secure the loo... read more
Business response:
Kate, We appreciate your interest in touring our beautiful facility. I apologize your experience was not satisfying. I cannot speak for the conversation you overheard in our lobby, but I can confidently speak in response to your tour experience. Our small dogs were outside for their "business walk" when you came into our back area. Our dogs are taken outside in groups for potty breaks, so they are let back inside in groups as well. What you saw was the first few dogs being let inside from their potty break ... read more
Frequently asked questions about My Second Home
How is My Second Home rated?
My Second Home has a 4.2 star rating with 902 reviews.
When is My Second Home open?
My Second Home is open now. It will close at 6:00 p.m.