PetSmart

"We love this place captain and I are very excited to go when we do"

"I am deeply disappointed and frustrated with my recent experience at PetSmart (Banfield Hospital). Despite multiple assurances over the phone that my dog’s surgery would be fully covered by my insurance, with no out-of-pocket expenses, the reality was starkly different. We had three separate conversations with staff members in the weeks leading up to the surgery, each time reconfirming that we would not need to pay anything. However, upon checking in for the surgery, we were blindsided with a demand for up to $600 in fees. This situation is unacceptable and reflects a serious breakdown in communication within the company. The shock and frustration of this unexpected financial burden were compounded by the fact that we had taken a day off work to manage the surgery, only to end up not proceeding with it. It’s incredibly stressful to deal with such scenarios, especially when you’re already anxious about your pet’s health. The lack of consistency and reliability in the information provided by PetSmart Hospital has seriously undermined my trust in their services. Future customers deserve clear, accurate, and reliable information, especially when it pertains to something as critical as the health and wellbeing of their pets. The entire experience was not only a waste of our time and energy but also a clear indicator of the need for improved customer communication and transparency."

"We board our dogs here when we travel. The staff is amazing. They remember our dogs names and give us an in depth report of how they did while we were away. I just cannot say enough good things about the pet hotel staff. They're great people and they really care about your furry kids."