I was bringing my maltese here for awhile. Everything was O.K. until I was told the next time he was brought in "that matted" they would shave him. Let me point out he was not severely matted. I spoke with the groomer who told me that dematting hurts dogs. My answer to that is not if you do it correctly. I have had my maltese for a VERY long time and NEVER have been told he had to be shaved. I think the problem is the groomers at Petsmart hire people who are not very experienced. (There are a lot of young employees in the grooming department.) It may be a matter of not wanting to take the time to demat. I know it can take awhile and shaving is quicker than dematting. However, they do get paid for their time. I also am not shy about tipping. Now I take my dog elsewhere. The location at this Petsmart is what drew me, however, it is not worth it when the goomers do not want to (or can't) do the job.