PetSmart

Hello My Name is Crystal Watson

I am the mother of Zeus Watson whom was serviced in one of your facilities (3351RichmondHighway, Alexander VA 22305) on Aug 16, 2022 appointment 11:00 am with (Tee Tee) the groomer.

I arrive on time for Zeus appointment and was given a consultation. Doing Zeus consultation I stated that I did not want him shaved off. I showed TeeTee the groomer that his hair was very fine and and that I comb him everyday . I took the comb to show TeeTee that Zues hair is fully combed and that he WAS NOT MATTED! She responded yes I see! She did mention that she thought his feet had some Matt. I then took the comb and ran the comb through Zeus feet All FOUR to show TeeTee that Zeus was not MATTED ANYWHERE! she once again said ok I See. I showed her the length that I wanted Zeus and I ask was this somethin she could do? She replied YES! She asked I wanted his Teeth & nail done and that the package was $75 I said yes please give me the package. Tee Tee took Zeus and stated that it would be around 3-4 hours and someone will call me when he is ready for pick up. I said ok. 2 1/2 hours later I received a call from another associate stating that she was calling on behalf of TeeTee and that it would be an extra $20 because Zeus is Matted and she need to deMatt him and shave him down! I stated to the associate that , that is not true! That Zeus is not Matted and that I went through the whole process of expressing to TeeTee and showing her That Zeus WAS NOT MATTED! I also stated that I went through that process because groomers are not taking the time to groom correctly they want an easy way by shaving the Puppies/ Dogs and that is not want I wanted. I take very good care of Zues to ensure that his coat is very beautiful and fully comb out. I then said that they need to finish Zues so I could come get him. I also stated that I wasn't paying for something that she did not have to do! The associate stated that I could speak to a manager when I pick up Zeus. I said ok. Ten minutes late I got another call from the same associate that TeeTee REFUSED TO FINISH SERVICE ON ZEUS AND I COULD COME PICK HIM UP ASAP. WOW! I said WHAT? So your telling me to come get my puppy that you have not finished because of your mistake? I told the associate OK that I was outside anyway. When I returned to the Grooming Salon I heard Yelling , Screaming and Very Disrespectful voice coming from the back! It was TeeTee she was being Belligerent! She was speaking to the Lead Manager DEE DEE. it was very Unprofessional , LOUD and Disrespectful. Long story short ! Dee Dee was supposed to finish Zeus but apparently she got sick from all the commotion and another young lady had to finish the grooming of Zeus. I ended up finally leaving there at 5pm . it was A VERY HORRIBLE EXSPERENCE! I my baby (ZEUS) was all nervous and not his self for the rest of the evening. I HAVE NEVER BEEN THROUGH ANYTHING LIKE THIS WITH A PROMINENT COMPANY LIKE PETSMART!

I boarded my dog at the Potomac Yards location in Alexandria, VA due to out of the country travel plans November 7 - November 14, 2019. After the 1 week stay, my dog came home with Kennel Cough and now has pneumonia. She has been on antibiotics since and NOW is on a heavy, high-powered antibiotic to get rid of the pneumonia. I contacted the Hotel after returning home from the FIRST vet visit and told Ashley/Megan, the Hotel Manager of the diagnosis of my pet. She stated that she was "sorry" and thanks for letting them know and then proceeded to let me know that she saw that I had an upcoming reservation (Thanksgiving) and that if I still plan to board that I would have to have a clearance from the vet. I informed her that I most definitely would not in the next week or anytime in "forever" bring my pet there again. I am mortified by the lack of concern and/or follow up from Pet Smart, that the main concern was my "future" reservation and that my pet is still suffering from a stay that was never suppose to cause her an illness, weight loss or problems in breathing.

I know this email will not cause any type of response, however I send it in hope. My pet has been to the vet 4 times in the past 1 1/2 months with this illness and it is unfair to her and to me after paying for boarding to have to pay more for medications and vet visits.
I have had other problems with this PetSmart and was assured that training would be given to the employees of this particular store to ensure exceptional customer services, sensitivity to pet owner needs and employee compassion towards customers with quick complaint resolution. Per the response from the Hotel Manager, I do not feel that any additional training has taken place or any concern or follow up with complaints.

I would like a full refund of the money that I have had to pay out for vet visits, medication and xrays. I will provide receipts for all I have paid upon requests.
Thank you.