0/5 for today's incident; 5/5 every visit before today
We have a 7-month-old Golden Retriever who loves other dogs and playing. We signed up for the $99, 30-day introductory membership around the 7th of last month to try more consistent visits before committing to a monthly plan. Up until today, our experiences were great, and we were planning to continue. Unfortunately, an incident during group play today -- and how it was handled -- has completely eroded our trust.
About 30 minutes after drop-off, I received a call while at work. I couldn't answer, but seeing the missed call concerned me. The voicemail said our dog was scratched and bleeding but "fine," and that staff were cleaning the wound. I immediately contacted my partner, who called PetSuites for more information.
The manager told him she wasn't sure if it was a scratch or a bite, only that she was cleaning a bleeding wound. She mentioned the staff in the playroom didn't witness the incident and that both sides of our dog's ear were injured, though there were "no punctures." When my partner questioned how that could be from a simple scratch, the manager agreed to review camera footage but still asked if our dog could return to group play -- which he understandably declined.
My partner left work early to pick up our dog. Upon arrival, front desk staff brushed it off as typical "roughhousing and nipping." The manager then claimed footage confirmed it was just a scratch a few minutes into playtime, but refused to show the footage. My partner immediately took our dog to the vet, who said the injury did not look like a scratch at all -- more likely something he got caught on, given that both sides of the ear were damaged.
The vet requested information about any other involved dogs (for vaccination verification), but PetSuites refused to share anything, citing "policy." I followed up via text, asking them to at least provide the information directly to our vet, including our vet's contact details. I received no further response, and our vet never heard from them.
We understand that accidents can happen in group play. What's unacceptable is the way this was handled -- delayed communication, inconsistent explanations, lack of transparency, refusal to provide information, and a dismissive attitude toward a clearly concerning injury.
We're grateful our dog will be okay, but this experience has completely shaken our confidence in PetSuites. We won't be returning, and we can't recommend this facility for pet parents who value honesty, accountability, and clear communication when something goes wrong. read more