Petsmart

I took my [redacted] to the Petsmart grooming salon in July for her usual haircut/nail trim. While there, she suffered a severed hip ligament and dislocated right rear leg. Initial repair & therapy of the hip was unsuccessful and surgery was then required. The ER hospital doctor said she will have at best 70-80% mobility. Today she is still suffering and is very limited to where and how long she can walk. Although, Petsmart has agreed to pay for all medical bills as they occur, they are still not without fault. The dog was obviously manhandled by the groomer! The examining doctor in the ER believes brute force was involved. Today, the groomer is still employed at Petsmart.

Petsmart's  response ;
--------------------------------------------------------------------------------...⇄ /> Dear [redacted],
 
Thank you for contacting PetSmart regarding your order [redacted].
 
We are sorry for any inconvenience this may have caused. The only clear answer I have for you is we made a mistake and the incorrect email notification was sent out. It should have said that part of your order was canceled, not the entire order. We regret that we are unable to provide $20 in-store credit. We can provide one of the following coupons for an in-store purchase:
 
$3 off a $12 purchase
$5 off a $25 purchase
$10 off a $40 purchase
 
The only other option would be to offer $20.00 off your next online order if you choose to use to order online in the future. Please let us know what coupon you would like to receive?
 
If you have any other questions or need additional information, please let us know. Thank you for shopping with PetSmart for all your pet supply needs.
 
Sincerely,
 
Bradley
PetSmart Customer Care
[redacted] 
 
 
--------------------------------------------------------------------------------...⇄ />  
 
  I do not wish to do business with Petsmart  -  And I would never use any of their online services ever again -

Ms. [redacted],
I’m sorry to hear of the problem you had in my store. While we never like to turn business away, the groomer didn’t think she could groom [redacted] safely. That was the only reason the groom was stopped. If you think [redacted] was scratched during the process, I would be happy for...

you to bring him in and let [redacted] examine him.
Sincerely
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. 
I have not been contacted by the store manager other than when she ([redacted]) called me back on August 3, 2015 only because I am the one who made the initial call on August 2, 2015.  No attempt has been made to compensate me and MY DOG for the emotional and physical pain have endured when I trusted PetSmart to take care of my dogRegards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  First of all I was not informed of this charge. Second they made me pay this fee up front when I paid for the vehicle at time of purchase. Where is my refund it was not discounted when I paid off the loan. Sincerely,[redacted]

I took my Lab in for her summer shave and bath at Petsmart (3-16-14) and being that I live 30mins away I stayed close by and shopped around. The grooming department has a viewing glass so you can watch your furry friend as they are being pampered! I would peek in here and there and notice the groomer that my dog Lacey would get so frustrated with her because she would sneak a kiss or by wagging her tail and making it challenging for her. I notice her rolling her eyes and taking deep breathes out of frustration. Every time another dog would walk in my Lacey girl would get excited, is this her fault that she is a loving dog? The groomer grabbed her snout and said something to her out of anger! I then was like well I'll just let this young lady know I'm watching her and stood in front of the glass making my presents noticeable and out of amazement I saw another groomer say "the owner is watching" now although I could not hear what was going on I could tell what was going on and CLEARLY saw these words come out! Just a minute or two later of rolling eyes and anger the groomer took my dog in the back to finish her. What she did behind closed doors is a mystery and I am NOT pleased! They're were about 5 lady groomers in there who should had said something but didn't. I was so upset but I avoided conflict because it was an extremely busy day for Petsmart. When the groomer who was working on my dog ([redacted]) came out she knew I was the owner of this dog came up to me handed me her report card and acted like NOTHING happened. I left upset and unsatisfied. The next day (3-17-14) I called the store telling the manager about this situation and he made it seem like I was at fault by not telling him during the time this situation took place. He also was telling me over and over who how everyone loved this groomer she is one of the best. I then said this still doesn't excuse her behavior and attitude. I didn't feel like I was clearly being heard, I then called Petsmart Corporate in which I felt like they were truly sorry and they would take the extra steps in fixing this!
Petsmart in Yuba City CA
Groomer- [redacted]

Once we complete a building the customer is presented with a sign off sheet on all the work that was performed[redacted] signed off stating everything was satisfactory. A walk door is not part of a warrantied item seeing as how it is used and slammed on a daily basis. However: when were in the area...

we'll always stop by a fix it at no cost to our customers. [redacted] has not been accessible at all when were were in the area or after making an appt to be there he still wasn't accessible. Myself and one of my contractors have left him repeated msgs over last couple days with the calls not being returned...... 1500 buildings in 5 years and this is an issues to turn into the Revdex.com? We are willing to adjust the door when we're in the area if [redacted] can fit it into his schedule. [redacted]PresidentEastern Buildings304-519-5896

Dear Emily
Thank you for contacting PetSmart. I was sorry to hear about the problems with your gift card.  Our treasury department will be mailing you a new gift card.
Sincerely,
Jessica

PetSmart appears to have no concern when it comes to complaints submitted to them, even when those complaints are officially processed by their own Customer Service team. After weeks of trying, and three different request numbers assigned, still not a single response from their management team regarding an incident at a Phoenix-area store. Given the company's top-to-bottom lack of professionalism and disrespect for longtime customers/volunteers, and their apparent disregard for concerns about adoption center animals, I have concluded that they are not worthy of my business. I also recommend that others find a different pet store in which to spend their money; preferably one that treats people and animals with decency.

Had the mechanic used due diligence as expected, he would have realized the engine on the vehicle was replaced at some point and it's not the same non interference engine that the car had originally. Checking the Vin on the door the repair was as you're stating. Checking the engine you actually worked on says otherwise. It's a2.0 split port which is very much an interference engine and the tensioner should have been replaced. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience and hope your puppy is doing better.  I have followed up with our store and pet safety team, they have assured me that a check was sent to our store, and recieved April 6th.  If...

the store has not provided you with the check, please contact them at [redacted].  Sincerely,[redacted]

Hi [redacted],
I am so sorry you have not heard from anyone yet. I have escalated this to upper management and someone should be in contact with you in the next 24-72 hours. I have also provided them with the other phone numbers you have provided.
Thank you,
Coral

Dear [redacted]Thank you for contacting PetSmart via the Revdex.com.  We were sorry to hear about Heidi’s experience in our PetsHotel and hope she is feeling better.  We do see that our PetsHotel did pay a veterinary bill at the Banfield located in our store, which...

included pain medication, an anti-inflammatory, and an evaluation.  If you have further vet bills/notes we would be happy to review those for possible reimbursement.  Please submit those bills to our Pet Safety team at [redacted] attention: [redacted].Sincerely,[redacted]

Dear Ms. [redacted]
THank you for contacting PetSmart.  I was sorry to hear about your experience in our salon.  I have shared your comments with our field management team and asked them to contact you.  Our store would like to apologize in person and offer you a free...

groom.
Thanks
Jessica

Dear [redacted],
Thank you for contacting PetSmart regarding your Sun Conure.  We were sorry to hear about your loss.  We would like to look into this matter, however we will need the complete veterinary care notes for the life of your bird in order for our veterinarian to conduct...

her investigation.  Please fax those to my attention at [redacted].  Our Vet Assured program is not a guarantee of the health, nor longevity of the pet, rather it is a set of standards of care for the animals in our care. 
Our store has informed us that they have offered a goodwill gesture of a $100 gift card for your loss.  If you would like to accept that offer, please contact our store at [redacted].
 
Thank you, and again accept our condolences on your loss.
Sincerely
[redacted]

RE: [redacted] File #[redacted]On April 4,2 016, Vin [redacted]) was towed to Titus-Will Ford with a no­ start condition (see attached repair order #[redacted]}. Ross Y[redacted], a Titus-Will Senior Master Ford Technician with over 10 years Ford experience reviewed the vehicle and...

found that the timing belt was broken.[redacted] was informed that the belt was broken and agreed to the replacement. The belt was replaced per Ford Motor Company repair manual page 303-0B1 (attached). The procedure does not require nor does it suggest replacement of the tensioner assembly. Secondly, the 2.0 SPI engine is a non-interference engine and valve damage is highly unlikely to occur with a broken timing belt. No engine damage had occurred at that time.[redacted] contacted our service manager, Shannon S** on 6/1/17 and requested that Titus-Will pay for an engine replacement.   Mr. S** informed him that the 2.0 SPI engine is a non-interference engine and that he felt Titus-Will had performed the correct repair (to Ford specifications) over a year earlier when the vehicle was brought in. Mr. S** did tell Mr. [redacted] that he would do further research.After researching the situation, we feel that we have done the proper repairs that were warranted on 4/4/16.  While the failure of the tensioner a year after the repair is unfortunate, it is not tied to the repair. The failure of a tensioner is generally preceded by plenty of notice of sound. Once again, it is extremely unlikely that engine failure would have been caused by the failure of a tensioner considering this was a non-interference engine.We consider this matter closed.Shannon S**Titus-Will Ford Service Manager

Dear Mr. [redacted],
Thank you for contacting PetSmart.  We were sorry to hear about your experience with our .com team.  I have reached out to them to ensure they speak with the associate you spoke to.  We do see that you were able to return the terrarium to our [redacted] store...

for a full refund to your [redacted].
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Do to the lack-of-care my dog received while at the facility, she contracted Kennel Cough which required a Vet visit which cost me $125 and she had to be taken to the groomer due to the overwhelming smell which cost me $49.  To add insult to injury I still had to pay PetSmart $124.  I've had to pay a total of $398 total.  I don't believe that the $109 returned is a satisfactory amount.  Also, I was informed by your manager that Vet cost related to illness acquired due to a stay at the facility is not covered and is supposedly indicated in the agreement that is signed at the time of drop off.  My wife and son dropped my dog off and do not recall signing anything.  If they did indeed sign something, they were never given a copy of any documents.  When I called the [redacted] location and informed them of the Kennel Cough I was instructed to bring in a copy of the bill and the medical report (which I did) so that it could be submitted to "Corporate".  I was led to believe that I would be reimbursed for this additional expense.  Lastly, my Vet indicated that this was the 2nd case of Kennel Cough she had seen in the week from the same facility.
Regards,
[redacted]

Ms. [redacted],
We are sorry to hear that you were dissatisfied with the service...

provided to you by our PetsHotel. We did look into the allegation of mistreatment of your pets and did not find any evidence of such. We do wash pet’s belongings the night before their check-out as a courtesy to all of our overnight guests. We also offer a complimentary bath to overnight guests that have stayed with us for an extended period of time. As your pets were with us for 17 days, both services were provided at no cost to you. The $100.00 card is still available to you.
Again we are sorry to hear that you are dissatisfied with us.
Thank you
Petsmart