My husband and I have trusted PetSuites with our puppy, Marie, several times over the past year,…read morewhich is why this most recent experience was so upsetting.
In the past, we've always had great experiences here. We typically receive an end-of-stay report detailing how Marie did with eating, playtime, and overall behavior, along with photos from group play sessions. During longer stays, staff would also usually provide updates, which always gave us peace of mind.
Unfortunately, this visit was completely different.
The Issue:
The only communication we received during Marie's stay was a call informing us that she had been injured by another dog. We were told she had a small mark behind her ear, but when we picked her up, she had multiple marks and scratches that appeared more significant than what had been described to us.
To make matters worse, we never received the usual end-of-stay report.
Customer Service:
When I called afterward to ask about the missing report, the employee at the front desk, Brooklyn, was dismissive and unhelpful. She told me that because Marie had already been checked out, they could no longer send one.
I then asked to speak with a manager and was told none were available. I had to specifically request that a note be left for the manager, Melissa, to call me back.
When Melissa eventually returned my call, she unfortunately had no answers about what happened to Marie during her stay. What was most disappointing was the lack of empathy or concern regarding the situation and our experience overall.
Overall:
As returning customers, this experience was incredibly frustrating and disheartening. Communication, transparency, and accountability are extremely important when trusting someone with your pet, and unfortunately this visit left us feeling uncomfortable and unheard.
Sadly, Marie will not be returning after this experience.