I'm leaving a 1-star review for Petbar Sugar Land due to repeated issues with the front office staff member Kim and how membership billing/appointments are handled.
I've been a member for a couple of years, but over the last few visits Kim's behavior has not been a one-time bad day -- it has been a pattern. Her tone is rude and unacceptable, and the way concerns are handled is not what I expect from a business I've supported for years.
The biggest issue is the lack of transparency and confirmation around membership bath charges. I receive texts to confirm appointments, but when it comes to counting/changing membership baths, they do not wait for confirmation. At the beginning of the month, my 5th bath was counted/charged because the first Tuesday of the month was treated as the 5th bath -- even though my membership payment date is the 4th, so that Tuesday falls before my payment date. I was told I would be charged $35.
When I explained I was not aware of this, Kim's response was dismissive: "this has been the case," and I should "check my card," followed by an unnecessary Netflix comparison. She also said they have "300 customers" and she's not going to call customers to inform them.That response says everything: instead of helping clarify a confusing billing situation, the attitude was essentially "not our problem." After that, she ended the call and canceled membership. Petbar should understand they're not the only option in the area, and this experience made it clear that what looks like a "reasonable" membership comes with poor customer service, unclear communication, and billing practices that feel misleading.
To be clear, I'm not upset about a policy existing -- I'm upset about the poor communication, the charge without proper confirmation, and the rude, defensive behavior when I tried to address it. Petbar membership does not mean their front office have free pass to be disrespectful.
I asked for the owners/management to contact me because this is a serious customer service issue. I'm still waiting, and customers are not provided a direct way to reach ownership.
If you're considering Petbar Sugar Land, be aware: expect poor communication, surprise charges, and rude front desk service, based on my repeated experience.They need major improvement in both customer service and membership billing communication. read more