Kevin sent a message to Michael J. Massey – Chief Executive Officer and President of PetSmart, Inc. – Email Address that said:
Terrible, rude customer service from the manager at the PetSmart Hotel located in Secaucus, NJ. I went to pick up my dog with my fiance after a 5 day stay period at the pet hotel. As soon as we saw our dog we discovered he had a spot with no hair. They told us he might have started licking it due to stress. We immediately took our dog to the hospital section and even the doctor told the hotel personnel that they should have taken better care of him. For example, put a cone on him so he was not able to lick it constantly. If they monitored him daily, his skin would have not been that bad. All they did is left a voice mail the day before we picked him up. So we bring our dog home and he is choking, coughing constantly which we never saw him do before. The next day we take him again to the hospital and had to take a x ray to see if he was okay. The x ray was $400 but the results were fine. The doctor said the coughing is most likely due to a infection or cold caught from the pet hospital. Meaning, the room was not set at the right temperature or he caught a flu from another dog. We then went back to the pet hospital to complain where we met the 'manager' who was rude and ignorant. She told us that there is always a possibility of catching a flu from another dog and its indicated on the sheet we sign. She also talked about her kids I have no idea why..but told us her kids get shots for flu but when they go to school they have a possibility of still getting it from other children? Anyways, we checked the form and it was true. Fine. But we were mad at the fact that if my dog was monitored daily, how could he have a huge spot without hair due to licking? This means that they did not watch him closely. I told her that I dont think you took care of my dog properly. And her reply was 'im sorry you feel that way." No apology whatsoever but only an attitude towards a customer who was upset about his sick dog after picked up. She stood there with her arms crossed. We met friendly, nice people when we checked in but this manager was a whole different story. My suggestion don't leave your dog at this hotel under the supervision of such a manager. If your dog gets sick or injured in some way you will get the same kind of response. Also, he had scratch marks on each side of his paw. The manager told us our dog jumps a lot..? They don't make any effort to keep your dog safe and comfortable. What amazes me more is their attitude. Especially the managers attitude was shocking. She should not be in a manager position taking care of dogs that are family to some people.
