Sparta Pet Palazzo — Attraction in Plano

This past Friday, April 4th, my boyfriend took our dog Olive to Sparta to receive her regular grooming services. We have brought Olive to Sparta since she was a puppy two years ago to receive grooming services, and have always instructed them to cut her hair as short as they can (she is a maltipoo breed and her hair grows back fast). When picking her up from the appointment, she had been entirely shaved down to where her pink skin was visible all over her entire body. On her head, there were two clear red markings from razor burn above both of her eyes (I have attached a photo from when we returned home Friday). She began scratching these specific areas on her face excessively, leaving large bloody and scabbed areas. We have had to buy a cone and ear cover (to prevent hematomas forming from excessive head shaking due to irritation of her ears) to prevent her from further injuring herself. I reached out to Sparta yesterday with my concerns and requesting a refund, stating we have brought her here multiple times and given the same grooming instructions, but we have never had her entirely shaved down with visible injuries left on her face. I also attached photos in the email with timestamps of previous grooming appointments from the last year to back my claims, along with photos of the razor burn injuries which were a direct result of the grooming appointment. The general manager, Kim Hernandez, reached back out and left a message for my boyfriend, whose phone number is linked to our account. He called back after work today, to which Kim claimed there were in fact no red markings left on Olive’s face following the grooming, and that she was scratching her face because she “wasn’t used to” the shorter haircut, and that they would not refund the grooming services. Her claims are false. There were clear red markings, razor burn, from the time we picked her up from the appointment that worsened due to the irritation in this specific area. She did not have any other red markings on her body, and she has not been scratching any other part of her body excessively, even with the extremely short length/lack of hair even left. I have also attached photos of how the injuries have progressed, with the second two photos from Sunday morning and the last two photos from this afternoon. I find it extremely disappointing that a company we have poured so much money and time into for two years for grooming, boarding, and daycare services to basically blame our dog for the actions of the groomer (Jennifer). I find it disgusting that a facility that is supposed to ensure the health and wellbeing of dogs would so blatantly deny their actions, not even providing an apology for the repercussions on Olive’s health. We will not be returning to this facility due to Kim’s callous response, and I recommend you would too think twice about having your dog...

I am usually not a person to leave reviews but I decided to this time since my experience was really bad. When I boarded my 7 month old pup, I had prepared his lunch, breakfast and took his toys, water and pee pads. Everything seemed good before boarding. I had access to his room camera and could see he wasn’t being fed the breakfast I had home-cooked and left at the front desk with instructions. I was out of town and called in seeing this, however the front desk told me they gave him the breakfast which was oatmeal however i could clearly see in the camera that the food in my pup’s room was red in color (his lunch/dinner) while oatmeal is white. They were adamant about having fed my puppy oatmeal which wasn’t true. Initially the staff mentioned it won’t be a problem to spoon feed my pup but when I called in that morning since he hadn’t eaten, they said they are “too busy” to do that. I understand you get busy but you should have mentioned that when I brought him in for boarding. Their GM called me to apologize and said he will personally look into it that my pup will be given his breakfast, mind you at this time it was already past 9 am when breakfast is fed at 7 am. I decided to give them another chance after the call from their GM, then I saw on the camera that my pup was taken out to their small yard for a potty break, I could see my pup trying to engage with the staff but the lady who took him on the break clearly kept turning her back on him. After 5-10 mins, she put a leash on him and “dragged” him inside. He’s a small pup and they could have clearly carried him to take him inside if he wasn’t willing to go in. I made sure my family member took him home in the next few hours after seeing this. I had initially booked an individual play time session for him (which is $16 for 15 mins) - he clearly did not have the individual playtime session that day but they still charged me the extra $16 when we took him home. Overall my experience was horrible, I was out of town and seeing all this happen through the web camera made me cry, I would never use their service again and would not recommend...

Best pet sitters around. I moved to the area almost a year ago and needed to find someone to care for my 2 dogs when I go out of town for work or just out. My one dog has medication that she must have twice daily, 12 hours apart. They have gone above and beyond to accommodate this to make sure she gets it on time. I never worry about my babies when i am gone because I always get an updated journal entry that includes information about the visit and photos. They have made it super easy for me to log in and check the journal entry, schedule visits, and all information is loaded on the website so there is no questions on what needs to be done each visit, or where they can find certain things.

Also, two of the best things in my opinion are they don't hide contact information for the dog sitter. I have their phone # so if I need to contact them for any reason, I don't have to call and wait for the office to contact the dog sitter, then call me back. I experienced that a lot with other sitters and to me, i am allowing someone in my house to take care of my babies I should be able to have their personal cell #. The other best thing is I always come home to well taken care of and very happy pups. The owner Juliana and her husband have been absolutely amazing and I couldn't be happier to have found them to care for my dogs. I highly recommend them to...