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  • We are very unhappy with this Petsmart store. We took our dog to the PetHotel in Mesa AZ (store #0135) because we were going out of town for four days. We told the staff that this was the first time that we had used a kennel for this dog because he tends to get nervous when he is in new environments or have other caregivers. Since he is getting older and he is getting better with not being as nervous, we thought we would try the kennel. Usually we have someone to come to the house to watch him. Because he is nervous with change, he will usually not eat or go to the bathroom for 2-3 days. We stress this to the staff at the Pethotel, specifically Kim. When we picked him up 4 days later, we were charged $45 for a vet visit because he would not eat or go to the bathroom for 2 days. During the visit the vet stated he was OK. So, we were charged $45 for a vet visit for something we told them BEFORE that would happen. When we complained, we were told by Kim,"you signed the contract that we would take him to the vet if WE thought he needed to go." Then she said "Maybe next time you need to pick a place with less than strict rules." Was that comment needed? Am I not a customer? Very unprofessional!!!! We stated we understand what the contract says and it would be a different story if we had not told them that this is would happen beforehand. Then she stated that "Petsmart is just covering their butts." BTW, he ate and went to the bathroom the very next day. Within the timeframe we stated he would eat and go to the bathroom. We will never use Petsmart hotel again not because they did not take care of our dog, but they chose to ignore our instructions. It is telling a babysitter not to use certain wipes for the baby, but then choose to IGNORE our instructions and use wipes on the baby. Just because it is a pet does ignoring our instructions make a difference? Who knows our dog better? We do. Waiting on a response from corporate office. Also,, found out that that this store does not have a store manager. Hmmm explains the lack of customer service.
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