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| - Do not go here!!! Jessica Lazarz, who manages the boarding kennel is grossly incompetent and unprofessional. I used to board here all the time. The last time I brought my two Springer Spaniels, one came out with a bad cut on her foot that was bleeding and had to be stitched up. They were nice about taking care of that. I am not sure how, but accidents happen.
THE NEXT TIME THEY WERE TERRIBLE, and this was under Jessica's watch! I made a reservation before going to California. The S.O.P. is that they call my vet to verify vaccination records. The morning I was to bring them in I called to confirm that everything was OK. They hadn't called the vet yet so I gave the vet phone number, my phone number. The women on the phone was rude and told me to go to the vet and get the paperwork myself. I told her that in the past they had usually called, we had been doing this for years. She said, "Yah, I'll do it in my spare time!" I asked for her to call me if there was a problem. No call. I pack my suitcases (on the way to California), put the dogs in the car and head off to drop them off before I go to the airport.
I get to PetSmart and no one can find my reservation. I remember how rude the woman had been on the phone but everyone here was nice. I can't imagine these nice girls talking like that women. They took care of it and rebooked me. Then out of the back emerges Jessica Lazarz. "I made the reservation." She said "and that is why you don't see it. I made a mistake and we can't take you."
(The last time we were there one of my dogs got injured while she was in the kennel. I think she was scratching on the fencing and there had to have been something sharp on the fence to have cut her, but no one would tell me how she got injured. They have a vet on sight and had to pay to stitch her up. She had a bandage that went up the full length of her leg. They also gave us a discount on the kenneling cost.) Little did I know that now there is a notation in the computer not to take us back because of this. HOWEVER NO ON EVER TOLD US! They allowed me to make a reservation!
I scheduled enough time to drop my dogs off and to go to the airport. When I got there Jessica told me she wouldn't take Brooke and Dyno because of what it said in the computer. Panic!! She needed to have told me this before I arrived at PetSmart to allow me to make other arrangements. I felt like I was talking to a child, she had accepted my reservation, she had my phone number if there were any problems, didn't she understand she had a responsibility? I stood in the middle of the store, holding my two dogs, with customers staring at me, while she told me that she refused to accept my dogs, knowing I had a plane to catch.
There are two dogs named Dyno that regularly book with PetSmart, she said. She thought we were the other family. She booked me under their name. When I said that I left my last name and number so she should have called me, she said yes, it was her fault but she didn't realize at first it was the other Dyno so she thought she could book us. (At some point she did though, why didn't she call me?)
The interesting thing is, she said she called our vet. Remember, she had to call the vet to check on Bordetella and Parvo etc. So I asked her did the other "Dyno" also use Pinnacle Peak Vet? She said yes. My vet always asks for the last name. If she had called the vet and asked for Dyno's vaccination history, she would have had to have given our last name, and the other dog, Brooke.The names would not have matched with the mystery "Dyno" in her PetSmart records. There would have been no mix-up. My contention is that she never called the vet. If that is the case, and if she had accepted Dyno and Brooke, she would have done so without knowing their vaccination history. It is impossible to have called my vet and still have gotten my name and Brooke's name wrong.
At this point, I said, no matter the excuses, the fault lay with her. As a professional she had to take responsibility for her actions and rectify them. I was standing there with two dogs, a flight to catch and a long history of boarding with PetSmart. I explained what had happened with Dyno getting injured last time. "I am fine not coming again but, please, I have a flight to catch and you have put me in an impossible situation by accepting reservation and not calling me back to tell me that you can't take my dogs with no advance notice. This is not how a professional business person acts." When I tried to talk to the manager she insisted she was the manager and when I finally pushed it she admitted she wasn't but wouldn't contact the store manager.
We broke all speeding laws going to another kennel and barely made our flight. If we had missed that flight I would be holding PetSmart and Jessica accountable for those fees. Horrible experience.
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