Last night I picked up my two cats, Buttons and Gisele. When I picked them up all of their belongings were already packed at the front door. I thought it was nice, until I realized that their blankets smelled strongly of urine. I asked the associate if she smelled the odor when she was packing, and she said no. It took me seconds to smell it, so I have a hard time believing she didn't. Then when I physically picked up my cats, they too, smelled of urine, and I noticed dried urine stains in the cage. I commented on the stains and the associate was silent. Furthermore, on occasion, my male cat has balance problems. He was completely off balance when we got home (tried to jump on our bed and fell off it was so severe). I have ear drops I could easily, and would gladly, have provided had someone contacted me. Part of the reason I selected the Barkmore was because when I called and spoke with the associate on duty, she told me that the cats would be out to play. She said that they would close the kitchen off to the dogs, and the cats could come out. I even packed their favorites toys. When I picked up the cats she told me that they had been out all week playing. I can think of only two options: either the cats were not out of their cages at all and the balance issues were ignored, or the Barkmore's associates had complete disregard for Buttons' balance issues and were not concerned with contacting me. I cannot believe that I paid $135 for my cats to sleep in their own urine for a week.