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    PetSuites St. Charles

    2.0 (9 reviews)
    Closed 12:00 pm - 5:00 PM

    Services - PetSuites St. Charles

    Pet boarding

    Private dog training

    PetSuites St. Charles Photos

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    Reviews With Photos

    Mark T.

    I did not want to write this review, but with the decisions made by this establishment after the attack on my dog Zazu, I feel obligated to let others understand Zazu's experience at Petsuites. I allowed every opportunity for Petsuites to explain themselves; unfortunately, just paying the vet bills isn't enough. On 8/11, Zazu was brutally attacked by another dog (Boogie) while in Petsuites care. As a result, Zazu was rushed to Valley Veterinary Surgery in St. Charles (also known as Animal Medical Clinic of St. Charles) for emergency care. Zazu spent all day there to recover from his procedures, including sedation. There were 12 punctures on both sides of his body, multiple lacerations, and horrible bruising. The lacerations alone required 15 staples. The amount of damage sickens me. How they explained what led to the attack was that they walked a customer back to the daycare play area to visit their dog. As a result, the dogs ran to the gate with excitement and curiosity, and Zazu tried to mount/hump another dog out of excitement. That's when Boogie maliciously attacked Zazu. Fortunately for Boogie, he required no vet care, and there were no signs of bleeding. Petsuites quickly said they were paying the vet directly for everything. Even though the bills exceeded the $500 coverage stated in their policy which reads, "If your pet is injured, hurt, or ill during their time with us for boarding, daycare, training and/or grooming services, Petsuites will reimburse up to $500 in eligible veterinary diagnostic and treatment expenses." When asked to view the video, Brandon told me, "Unfortunately, per company policy, we are unable to share the video, as it is for internal security purposes only." That response makes me believe they are hiding what happened and how long it happened. In their phone app, it has a section dedicated to viewing live feeds of cameras placed in areas for anyone to see. (One of the photos is a screenshot of that section in the app) If you have nothing to hide, use the video to reassure me that all appropriate actions were taken to protect Zazu as quickly as possible. If everything were done correctly per your protocol, there would be no reason you wouldn't want to share the video. I even requested my vet see the video, but you ignored my request. Petsuites disregarded their policy when paying the vet bills but won't disregard their policy to allow me to see the video. They break their policies when it benefits them. I can't open a civil case against them since they paid the vet bill in full, which stops me from requesting a subpoena for the video. I don't believe that video policy exists, given that you can view live video in the app, just not recorded video. I learned today that I never received a response to my three emails and two phone calls because, as stated by Diana, "Due to your attorney contacting us on August 18th, 2022, I had to clear contact with our legal team". Up until the 18th, they would communicate with me without issue. When I asked what the consequences would be for Boogie, I was informed that he is still allowed in their daycare. What if there is a 2nd incident and another dog gets mulled to death? Is that when they will decide to remove him from daycare? I am aware that dogs going after dogs in open play can and will happen. What can't happen is permitting any dog known to cause this much damage to stay enrolled in your facility. If you did everything you were supposed to do and are happy with your team's response, why won't you allow me to view that video? What concerns me the most is that you haven't answered that question. I'm not convinced you did everything to protect Zazu, and you are not safeguarding other dogs by continuing to allow the dog that did this to Zazu in your daycare. The pictures speak for themselves. Zazu continues to limp on his right leg and sadly has not been the same mentally and may never be.

    Alex V.

    This is the 2nd time I had my dog groomed here. There price is good but look what they did to my dog. When I sent them pictures of her they acted like it was not their fault and did not even apologize or at least offer the tip back that I left them. I would never want them to feel like they need to offer me a refund, but a fix of her cut would have been nice. DO NOT GO HERE

    poop all over the dogs chest

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    Ask the Community - PetSuites St. Charles

    DePAW Pet Resort - Daycare is great way to socialize your dog!

    DePAW Pet Resort

    (46 reviews)

    Update 3: I filed a BBB complaint. The business responded with false claims that I harassed the…read moreowner on social media and LinkedIn and cited an employer I have never worked for. They are now threatening legal action. I stand by my posts and have not made any false statements. TO THE OWNERS RESPONSE. Don't be sad about my review--be disappointed in yourselves as business owners. Do better. Everything written in your response directly contradicts what I was told in person. You stated that multiple attempts were made to contact me regarding this incident. That is false. No one contacted me at any point. Management only became aware of the issue after I reached out. You also claim my dog was properly cleaned and reference video footage. If such footage exists, please share it--you have my email. His condition upon pickup clearly indicated otherwise, as I spent 45 minutes cleaning feces from his paws once we got home. There is also no reasonable way this could have been "missed." My dog was wearing a large winter jacket that required staff to handle and touch all four of his paws in order to put it on. Staff were taking an extended amount of time before bringing him out, and another employee stepped in to assist with getting him ready. Given that level of handling, it is not credible that feces covering his paws went unnoticed by anyone who was paying attention. Regarding the padding, two staff members explicitly stated it was part of his care due to concerns about him falling as a senior dog. That representation was a key factor in my decision to purchase the Pawdemics service. Lastly, I appreciate the advice suggesting veterinary boarding. However, that recommendation could have been communicated during intake, during follow-up calls, or after I paid for an evaluation. At no point was this raised as a concern. You had no issue accepting my dog despite him being partially blind, deaf, and showing signs of dementia--until after something went wrong. Your response continues to contradict what was communicated to me in person. Again, if you have additional information or footage, please provide it via email. I am absolutely disgusted with this facility and my experience here. I was convinced to place my dog, Tito, in their "Pawdemics" service after being told he would receive constant surveillance and that it would be best for him as a senior dog. I was also promised a padded room for his comfort and safety. None of this was true. The room they described to me is apparently under construction, and instead my dog was kept in a cage with no padding anywhere on site. When I picked him up today, his paws were filled with chunks of feces. I was told he had an accident and that staff had cleaned him up -- clearly, that did not happen. I spent 45 minutes cleaning him myself once we got home. I don't understand how something like this could be "missed." When I raised my concerns, the general manager repeatedly stated that they have other dogs and cannot watch him consistently. If that's the case, why am I paying extra for a service that was sold to me as individualized, specialized care tailored to my senior dog? The explanation directly contradicts how this service was marketed. I asked to speak with someone above the general manager and was told there is no one -- that the owner does not interact with clients. That response alone speaks volumes. This was a complete misrepresentation of services and a very upsetting experience for both me and my dog. I would strongly caution anyone considering this place, especially if you are trusting them with a senior or special-needs pet.

    Within just a handful of times of using the daycare service at DePAW (after 4+ years using a…read moredifferent doggy day care, weekly, without incident), our dog got bit and injured by another dog while under the care of DePAW, a bite that tore her ear, damaged tissue and wound up requiring her to be sedated and given stitches. When they called us to tell us about the incident, DePAW told us that another dog had 'overcorrected' ours, when she tried to play with a dog that didn't want to play with her. A professional dog daycare service needs to have the experience and knowledge to separate dogs before this happens - most often bites happen with uncomfortable dogs, not aggressive ones. It's clear that the other dog was uncomfortable in the situation they had the dogs in, and our dog got the worst of it. We feel this was a preventable accident and likely a result of either staff not recognizing the energies of the dogs under their care, or them taking on more dogs than they can handle at one time. A dog who is uncomfortable enough to seriously bite and injure another dog should not be in the same room as a playful dog who wants to initiate play with others. Perhaps even more disappointing on a personal level was the conduct of DePAW in the aftermath, and how transactional and impersonal our interactions with them have felt. When calling us to tell us what happened they never apologized for our dog getting hurt there (I am sure this is a liability thing they are trained to do) and they did not follow up afterwards to see how our dog was doing. We only heard from them after we sent an email expressing disappointment a week later - we did hear an apology then, to their credit. I'm sure we've signed a waiver giving away all of our rights in terms of compensation and vet bills, so we didn't even try to ask DePAW for help with the hundreds of dollars of medical bills we have incurred due to this incident, but they didn't even waive the $35 daycare charge for the day she got hurt. I guess a dollar is a dollar. I don't think I've ever taken the time to write a negative Yelp review when we've had a bad experience, particularly with local businesses, but given this experience I don't feel like DePAW is necessarily a safe or caring place to leave your dog and so for that reason I feel that people should hear our experience. Again, we've taken both our dogs to a different doggy day care for 4+ years on a weekly basis and always felt they were safe and well taken care of by people who were attentive and cared for the wellbeing of our pups. That's not at all how I've felt interacting with DePAW - it feels very much like they care about your dollars, not your dogs. I can't speak to their other services, and I'm sure there are people working here who truly love dogs, but I'd strongly recommend you look elsewhere for safer, more caring and less transactional daycare options.

    Millbrook Animal Care Clinic - Our rescue

    Millbrook Animal Care Clinic

    (58 reviews)

    My boyfriend previously lived in Batavia and took our dog here for all of his needs. Although we…read moremoved 35-40 minutes away, we still take our dog here for care.... the doctors and staff are THAT good. Employees are comforting and kind. They are always very nice and patient with our cattle dog. I love that they take their time when starting treatment to pet and play with the dogs, so that the animals feel more at ease and less stressed. To add, the environment is very clean and sanitary (I.e smells good, no fur all over the floor). Lastly, I think the candle in the front (lit when someone is saying bye to their pet) is a special touch. I would highly recommend this vet. We tried another vet closer to us, but they just did not compare to this establishment!!

    Once Dr Bongiorno sold the clinic it really has a money first, upsell feel to it. We stayed with…read morethem, but recently was the final straw. I brought our Chocolate Lab in for his annual checkup ($368). Blood work comes back with a kidney level that is off, try an antibiotic. Another $50 bucks or so. Followup blood check after antibiotic another $98. Same day the vet calls with results that all is good, by afternoon my dog won't walk, is shivering and in obvious distress so I call Millbrook at 2:30pm saying my dog has a issue that might be sever swimmers tail, but would like him checked. Sorry - no availability. I have an emergency I say - sorry, all booked I'm told. Really?!, I spent over $500 with you the last 3 weeks and you can't find a minute to check him out. Unbelievable!!! To say I was pissed is an understatement. I make a call to River West Animal Hospital in St. Charles and they say bring him in despite not being an existing customer. Dr Long at River West was fantastic!

    PetSuites St. Charles - petboarding - Updated May 2026

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