PetSmart

If you love your pet DO NOT use Petsmart Pet Hotel. I'll start by saying I've been a very regular customer of PetsMart for some 15 years, spending upwards of $3, 000 per year in supplies, grooming and boarding. I've also supported PetsMart charities in a big way. I've seen first hand, a decline in all areas of service, friendliness and cleanliness. But my most recent experience should frighten ALL pet owners. I can only classify my most recent experience at the Tucson/Oracle Petsmart PetsHotel as gross neglect and possibly pet abuse.

Feeding instructions were not followed, grooming instructions were bungled and to make matters worse, my pet was returned drenched in urine (legs, head and underside soaked in a wet yellow urine stench that filled the store). The neglect was so obvious, that even other Petsmart customers were aghast.

My dog was dropped off healthy and very clean (bathed the day before). I had even taken pictures of my dog the day he was dropped off. I've uploaded "before and after" pictures so that other pet owners can see a white dog turned urine yellow over 25% of his body.

During the stay at the PetsHotel luxury suite (their top level boarding package), I got no calls regarding my dog to report any issues with urination, grooming or food. In fact, we called to check-up and were told all was going great.

Once I saw the deplorable condition my dog was in, we approached the store manager to get answers, things turned even more nightmarish... even as long-term loyal customers our treatment was unprofessional and deplorable. In fact, members of the PetsMart staff and management "teamed up" denying any wrong doing. The blame was "somehow" thrust back at us. We were told we must leave the store immediately.

Once home, it took me 90 minutes to bathe my "yellow" pet and there are obvious signs of trauma as I observe my dog. The smell was nauseating. How PetsMart staff could miss this, I do not know. How long our dog was forced to live in a urine drenched environment, I do not know. But this was too extensive to be a short 30 minute mishap, this looked and smelled more like a 5 hour or overnight drenching.

The next day, 24 hours later, there is no return call from PetsMart. We called PetsMart and attempted to explain the horrific experience. Not to argue, but to be constructive and help figure out what went wrong. Yes, we wanted a refund, but this was not a matter of money, it's was a matter of animal welfare and trust. In the eyes of many this would classify as animal neglect or abuse, pure and simple.

Once the store manager (Maureen) was reached, it was immediately appearant that she was on a mission to blame us (somehow) or blame our dog (somehow). She justified allowing a dog to stay urine drenched for 3 to 5 hours... that was ok with her... just the nature of the business, she proudly exclaimed. She eventually agreed to refund the complete boarding and grooming fee… but next, went on to BAN US and my dogs from the store!

This manager had zero interest in our pet, zero interest in investigating what happened... instead it was all fingerprinting and covering up. There was no compassion expressed for animals, no listening to their customers' experience and no interest in fixing the underlying problems that were exposed. Photos, videos, audios? ...she had no interest in exploring what had happened. Instead, "We were not a good match for their store" - here's your money back, shut-up and get lost, forever.

I won't belabor this issue as I think I've made my point… but I would strongly discourage anyone from using PetsMarts PetsHotel boarding or grooming services. Even if you have had ok experiences in the past (as we have over many years). Here are the questions: can you trust them, will your dog be neglected or mistreated, is it worth risking your beloved pet and being blamed for everything even when the care was in their hands? Maybe you can get your money back, but a traumatized pet and the stench of urine you'll have to bring back home is not what any conscientious pet owner deserves. Shame on PetsMart, their staff, their groomers and especially their abhorrent management.