ComplaintsforPetSuites Pet Resort & Spa
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Complaint Details
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Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my two dogs to petsuites for boarding between 7/16 and 7/18 and spent over $200 for boarding services. Communication was a real issue before and during the dogs stay at petsuites however, my real issue came when I picked my dogs up. They first told me they needed to clean one of them up because he was playing in his potty this morning. I thought that was odd as both of my dogs are seniors and very well trained. When I got them back they both had p*** all over their chest and face like they had been forced to lay in their own p*** for quite some time. They didn't even give us all of the blankets back because they were so soiled they had to wash them first. My dogs have been boarded many times and have never come back in this condition and this is only after the staff tried to clean them up first. Making dogs sleep in their own filth is abusive. Obviously the cages are not big enough and no one is walking the dogs or cleaning up after them. I have seen city animal control centers that take better care of their pets than this.Pictures uploaded show the condition the dogs when they were picked up from petsuitesBusiness response
07/31/2023
Hi *******, thank you for your review and giving us the opportunity to address your concerns. We have already spoken to you about your concerns in more detail and are saddened that you still feel our response and concerns were insufficient. Our diligent standard care of practice does not align with the experience you have expressed as all of our dogs have three potty breaks a day regardless of their playtime package. All suites are thoroughly cleaned out at the start of each day and are also subject to cleaning immediately after the discovery of any unsuitable conditions. If you would like to continue our previous conversation, please feel free to reach out to any of the contact numbers provided to you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.