Petsuites-Pet Resort & Spa

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Ali Y.

Joined 1 month ago

My name is Ali Young and I represent PetSuites. I feel it is important to respond to the negative review below as it unfairly portrays our organization.

This particular client boarded her American Staffordshire Terrier Mix at our resort on 2/15 and checked out on 2/17. Her charges were $44.50 for her three day stay.



On Saturday the 16th we called the client to advise her that we noticed that one of her pet’s nails was split (similar to a hang nail in a person) and asked if she would like us to take the dog to the vet. She declined saying she would do so when she picked up the next day. She wanted to know how the dog's nail became split and we let her know that we were not sure whether it happened in her room, outside in our play yard or that it may have already been split when the dog checked in. She was very nice when she picked up the next day and we reminded her about the split nail that may require veterinary attention. Sometimes these things, even though they may seem minor, can become painful and infected.



On 2/23 we called to follow up on the client’s stay, something that we normally do about a week after a pet checks out from his/her first visit. At that time the client became angry and informed us that she had taken her pet to the vet the day after she picked up and demanded that we pay $200 in vet bills and refund her $44.50 for the stay or she would do everything in her power to destroy our name. We asked her to send us the vet bill for review which she did. When we received the vet bill, we were able to determine that she did not take her pet to her doctor the next day but five days later on the 22nd and the dog was treated for an infection related to a broken nail.



At PetSuites when a pet checks in, if under the age of ten, we offer the customer two options (requiring the customer to initial their selection) regarding vet care. Option 1 is to enroll the pet in our pet assurance program which for $7.00 per visit (whether the visit is for a day or a year) covers up to $500 in vet bills. The second option is that the customer assumes complete financial responsibility in the unlikely event (less than 1/2 of one percent of pets boarding with us need vet care and most vet visits are due to a digestive issues) that vet care is needed while at our resort and for a period of fourteen days after they check out. The client declined our assurance program - she contracted with us that she was financially responsible for her pet’s vet charges if her pet needed vet care!



The reality of this situation is that this was a very common injury that most dogs and cats encounter during their life. There is nothing mysterious, suspicious or bizarre about the injury- the vet report lists it as treatment of a broken nail.



We called her and notified her that we noticed the split nail. We offered to take the pet to the vet, a service we charge nothing to perform. We reminded her at checkout that she may want to take her pet to the vet. She lied to us about the timing of the vet visit. She claims that the dog was in immerse pain all while she did not take the dog to the vet for five days allowing it to become infected. If a kid falls and scrapes his knee on the school play ground and the school notifies the parents of the incident but the parents fail to take their kid to the doctor in a timely manner allowing the injury to become infected, who has neglected the child the school or the parent?

Doesn't Recommend

Disappointed P.

Joined 2 months ago

NOT RECOMMENDED!!!! This facility is below standards in my opinion. We have boarded my dog numerous times at other places and had NO issues whatsoever. My dog was bizarrely injured (her back toenail broken completely off beyond the quick) and they offered no explanation. They called on a Saturday night to tell me that they "had no idea how it happened." Long story short, because I did not pay to purchase their "insurance plan" for a 2 night stay (which, in itself, is ridiculous, in my opinion... I have never had to pay insurance to board my dog at ANY other kennel), what I felt was negligence cost my dog an incredible amount of pain and $200 in vet expenses that they refuse to reimburse. I have never heard of such terrible business practices. On the website it says they treat animals "as if they were our own." Well if that's how they would treat their own pets AND customers, I believe they will be losing a lot more business than the $200 in vet bills it cost me if they continue to exhibit this time of customer service. Spoke with the owner who also refused to even reimburse for her 2 night stay. When I let him know I would "share my experiences with others" he threatened to sue me and told me it was a shame there are "people out there trying to ruin other peoples' businesses." This is why websites like this exist.

Doesn't Recommend

rose2011

Joined 2 years ago

AWFUL service!!!!. I have taken my dogs here three times (always giving them yet ANOTHER chance to impress me), but they ALWAYS fail! My dogs have gotten eye infections and bronchitis from this facility. I just picked them both up and they both smell awful and my dog had dried poop all over her back end. Could they not of wiped that off before I picked her up? Also, I gave them three (brand new) toys for my dogs while I was gone...after I got home and looked in the dog's back...I only came home with two. Awful service and all of the workers there look like they are around 18 years old. 18 year olds running a kennel for 145 dogs? I don't think so.

Don't let the inside fool you, this place does not take good care of the animals.

I am NEVER bringing my dogs here again.

Recommends

ccbella40

Joined 3 years ago

Wonderful Experience!. When I picked Bella up she was so happy I saw her walking out before she saw me and her tail was up and wagging. She is a timid dog but she wasn't acting that way at all. She felt safe.

Recommends

HopperASmith

Joined 3 years ago

Awesome Place!. PetSuites Dayton was beautiful! Sounds silly, but it was so nice to walk into the facility. The 'kennel' part did not smell like it was a kennel, kept very clean. Glad to know that my dog was staying indoors unless taken out for play/potty. Best nail trim/cut he's ever had! Its a 30 minute drive to PetSuites from our home but it was worth it. Loved to hear the feedback at his pickup, showed he really was monitored, which is great with a dog that has some separation issues!"