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Customer Care?

August 29, 2010 -

In the PetsHotel lobby there is a sign, that promises the petparent that their dog or cat will receive 24hr care. Why are customers not told that this only "EC Care"? I was told by the pethotel manager that it only means "emergency care". Also, if the staff is shorthanded; which is all the time...their pet will receive only (one walk per day)and their individual play time will be only 5-7 minutes!!! If your dog is deemed not a good fit for day camp, you are still charged full price, even though your dog sat in a cage all day!!!
When you charge for services; not provided, it is called "FRAUD"!
WAKE-UP PETSMART and stop allowing YOUR MANAGERS to operate in this manner!!!

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Comments

09 Sep 2010 3:04 am

BBarriem said:

Our PetsHotels are designed to offer 24 hour care. This means that there is a Pet Care Specialist in the hotel at all times monitoring, cleaning, and caring for pets. I am very concerned about the incidents that you have mentioned. Please contact me at petcommunity@ssg.petsmart.com with the specifics so that I can research into this situation.

03 Sep 2010 10:53 am

julie45 said:

I am very sorry about the loss of your beloved Capone. Please e-mail me your contact information at petcommunity@ssg.petsmart.com so that I can have our customer service team research the incident.

02 Sep 2010 7:22 pm

Hydros1 said:

In regards to my Sun Conure that was killed by United Pet Co. ( Eight In One ) Ecotrition Snak Shak on August 29, 2010. He became entangled by the string that was used to secure the wicker top to the base of the wood like nest. It is very disturbing that this item is being sold to unsuspecting consumers. Also, I am baffled and hurt as a result of this incident. I would have never imagined that Petsmart would sell a product that was a "death trap" for my treasured Capone. Capone was only 8 Years old with no medical issues. I am extremely concerned that this may have happened in the past and will continue to happen to others. Also, the manager "David" at Petsmarts Langhorne Pa location stated to me on August 30, 2010 that " You would be surprised at how many birds get hung in your cages as a result of toy we put in them." Today I received a phone call from a friend and he said that he was going into Petsmarts Warminster Pa to his cats food. As he enter the store he over heard a man speaking with the manage complaining that a toy he bought for his bird had nearly hung his bird. Luckily he was able to rescue him. I believe these companies need to change there policies to humane practice.

30 Aug 2010 12:28 pm

julie45 said:

Our PetsHotels are designed to offer 24 hour care. This means that there is a Pet Care Specialist in the hotel at all times monitoring, cleaning, and caring for pets. I am very concerned about the incidents that you have mentioned. Please contact me at petcommunity@ssg.petsmart.com with the specifics so that I can research into this situation.

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