PetSuites Mason — Attraction in Mason

Dropped my dog off at 9am on Friday for the weekend and by 6pm he had already gotten hurt. The employee texted me and let me know, so I instantly called. I was told over the phone that they let a dog in the group play that is not normally allowed in group play, who then came at my dog. I was told that my dog went over to smell the new dog and this dog attacked my dog. The employees told me that it was a small scratch right under his eye. I had to ask for a picture and had to continuously ask for check ups through the weekend, as they did not volunteer this information. The employee I spoke to offered to inform the manager and to put a note on his account to keep ointment on his cut. I was kind of baffled by this because it should be a given that ointment is continuously applied and kept clean AND the manager should be informed. My dog is not aggressive and has never attacked another dog, so I knew this wasn’t his fault. Apparently there were other employees that also agreed it was not my dogs fault. I also had to ensure multiple times that this other dog was now not going to be allowed in group pay with my dog. I get that dogs will play and can get hurt, but a scratch to the eye is pretty rough. It’s especially worse knowing that the other dog is not normally in this play group. I asked for compensation for my dog getting hurt and I was asked “what do you want us to do” and then was offered a 12.00 discount. If these were children, they wouldn’t only be giving me 12 dollars off for a scratched eye that is not swollen, bruised and scabbed. I already planned on watching the cameras, but once he got hurt, I watched them even more. I have a screen recording of an employee walking out of a room where dogs were playing, which Im assuming is what happened when my dog got hurt. It’s just ridiculous that my dog (who has been boarded before and never been attacked or hurt) had been there for 8 hours and was already hurt. I also expected way more than a text. I was on vacation and had the added stress of an hurt dog, but also continuously checking up on him because they were voluntarily letting me know that he was doing okay. I’ll take my 12.00 discount and go else where, hopefully somewhere they make sure dogs are in the right play groups and not attacking others. The first two pictures are what the sent me after I requested it on day one and day two. The third and fourth picture is what I took...

DONT BE DECIEVED BY THE 5 STAR RATINGS!!!

$103.00 for one night! $57 one night and exit bath $34 but it "varies". Extended pickup after 10am $12.00 extra. With a 10% discount for our dog getting hurt. OH WOW! SO SWEET! They give one night free for the dogs first time to sleep there but YOU PAY FOR PLAY $9 more ! LOVE THAT!

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My wife and I recently moved in the area and was looking for a pet resort for our dog to stay for two nights when we left town. The first day we got a TEXT message, not a phone call, a TEXT to say that our dog was in a scuffle with another dog, that is never in group play. They stated that the took the dog who was aggressive is normally in a smaller group. Since the dog was "good" in the smaller group they allowed the aggressive dog into the large group without using a leash at least, which you think is common sense but they found out quickly that the dog was aggressive and scratched our dog badly on the bottom of his eye lid. Why did it happen? Not sure. You would think a staff member would've been near by to prevent this. They did clean it and put ointment on our dogs eye but we really had to ask if they can keep cleaning his cut and ointment throughout our dogs stay. They never updated us after with pictures or any information and we really had to keep asking for pictures. We appreciate whoever cleaned his cut and applied ointment but they seem to not understand their role as a caregiver for pets at a Pet Suite...The staff would leave in and out of the play area instead of keeping an eye on the dogs and we only know because of the cameras. The manager who seem to careless was rude to my wife and stated, "What would you like me to do?" They also did not put in our dogs report that he got hurt, to only apply ointment after we asked them to. You would think that is something important to put in his report. The only good thing about this place is the cameras but other boarding places have cameras too. There is probably some staff who cares about the dogs but to the manager (Lydia)...

I have attempted to try this place out 3 times and still can’t get someone to give me the correct information. I filled everything out and sent in vet records, made an evaluation appointment, and was told over the phone I was all set. The day of the evaluation, just hours before, someone else calls and says I can’t bring my dog because he turned 7 months old the day before and needed a rabies vaccine. This was incredibly frustrating since I was told I was good to go the night before and made plans thinking he would have care. Mistakes happen, so I was still willing to give them a second chance. I called my vet and got the next available appointment for 4 days later, paid $90 for my dog to get updated on his shots, and sent the records in to Petsuites. I called to reschedule the evaluation and was immediately told that he needs a canine influenza vaccine before he can come. I advised I was only told rabies and was assured that was all that he needed but again, I was denied and told I have to go back to get the flu vaccine as well and should have checked the website. Why would I check the website when two different employees, that I’m supposed to trust with my pet, reviewed the records and assured me that’s all he needed after already misinforming me? The communication from Petsuites has been worse than any other business I have experienced in some time. I did not schedule the evaluation since they seemingly don’t want customers, and speaking to three different employees all resulted in conflicting information. Please don’t waste your time with this place. They obviously don’t know what they’re doing, or care about their customers, even...