The Paw Spa Pet Resort — Local services in Gretna

I'm afraid I have to give the Paw Spa Pet Resort one stars. First I will give you some likes about the Paw Spa, They have 6 outside areas (when closed off correctly) for dogs to play, I like the online video feeds they provide (although they work for about 1 min then freeze) and I like the hours of operation. Kevin, it’s nice that you gave your own business a 5 star rating but I think you need to look at your business a little bit better and address all the issues that have been shared by other customers. I for one can agree with a lot of the statements as I too have had some of the same issues that they are talking about. One, I know you have a numbering system to know which dog is which but when a customer comes to pick up their dog make sure you get the correct one. I have a GSD and I know they can all look the same but come on don't bring me someone else's dog. I have also questioned the staff on my dog behaved and if there were any problems with him but it seems like your staff doesn’t keep track of the dogs and don’t let the owners know how they were throughout the day. Two, talk to your employees about good customer service, your front desk is not at all great, I know they might be in HS or just out of HS but that is still no reason to have bad customer service. There are some nice people there trying to do their job and I would say out of the 15 times we have taken our dog there I would say 75% of the time it has been bad customer service. (I have worked retail before and was an Assistant Store Manager and would not tolerate poor customer service like I have gotten). Three, on my last pass there your staff lost my dog leash. I had to go to the back to help look for it and let them know what it looked like. The lady looking for the leash was nice and courteous and apologized for not finding it. I was okay since she was nice but when we went to the front and informed the people at the front desk all I got was a “oh we will call you when we find it and will have it next time you come” no apology, no oh let me see what we can do, nothing. They seemed uninterested in what I had to say and just told me to call tomorrow to see if they have found it. They gave me a temporary “leash” which was a nylon rope so I can get him to my truck. The next day I did call and spoke to one of your managers and yes he did help me by telling me to purchase another leash and they will reimburse me by taking the receipt to the store. When I arrived with the receipt, the lady at the desk was very polite and customer service was great (she should teach her other employees about good customer service). Last but not least, on our last day pass there our dog got kennel cough from your facility, I understand that it is difficult to stop this virus from spreading and knowing which dog has it when customers bring in their pet but nevertheless our dog did get it and we had to take him to the vet which cost us $80. Teach your employees what symptoms to look for in dogs so that you can contain that dog and inform the owner that their dog might have kennel cough and figure out a way to isolate and contain the virus from spreading out to other dogs. In conclusion, I do not own my own business but if I did and I had these reviews within the past month I would not be posting a 5 star status and then go and give excuses on why your business doesn’t satisfy people’s expectations. I am sure if you had horrible customer service you would not be going back to that business and give them money to keep getting bad service. Instead, post a review on how you intend to make changes and get some of these customers back into your business. So take this review for what its worth and do what you please, it is your business and you can be as oblivious as you want but I am sure customers will leave if you keep getting reviews like this. We pay good money to take our pets to your facility and customers expect that our pets are well taken care of and that we receive good service from your staff and...

I really wanted to like Paw Spa Pet Resort because it's close to our home and has seemingly good reviews. However, after several attempts, I cannot give it a positive review. We've used the boarding services three times for our labradoodle. Each time, the front desk staff were unfriendly and downright rude. They did not greet us, our dog or show pride in the facility. We used the online camera to watch our dog, but very rarely ever saw him playing. Almost never. We called to check-in and were told he's there, we just couldn't see him. But he wasn't there. Our dog gets along very well with other dogs and adores humans, but we never, ever saw him playing with the group (on camera) or see staff interact with him (on camera or in the lobby). This seems strange since the owner claims in his own 5-star review below to hire staff that are animal-lovers.

We did give it another chance for boarding and faced the SAME issues. We thought MAYBE the third time would be better after seeing "Best of Omaha" awards. But, no. Shame on us. Our dog came out LIMPING! and nobody mentioned anything! We called and were told nothing. He was sore and limping for 5 days following his stay (vet found no long-term issues-$120 later).

Now here we are...about one year later. Our regular (wonderful) groomer was booked and our vet recommended we get our dog groomed right away due to some longer hair in his ears bothering him. I heard good things about Tyler at Paw Spa so I decided to book. I specifically requested Tyler, explained my dog's needs (he's a labradoodle with a high maintenance coat) and was told Tyler is great with doodles. And there was an appointment two days later! Great! I took our dog in for the appointment and was greeted by a different groomer (not Tyler). I was hesitant due to the needs of our dog's curly coat, but I explained everything. The groomer (no name-didn't introduce herself) said he's pretty matted and it might be difficult to brush him. I was alarmed that she said pick him up in about 50 minutes as our regular groomer takes nearly 2.5 hours on his hair (2 appointment times). Also, our very friendly dog did not want to stay. Another red flag. Driving home, it dawned on me that she was going to shave him (hence the short time frame). I immediately called and asked to be contacted if she was going to need to shave him rather than de-matt him and I'd just pick him up. Again, greeted with unfriendly front desk staff. I came home and started reading the negative reviews on Google about grooming and dogs being shaved and nails bleeding. I immediately went back and picked up our dog. Nobody cared to talk with me about my concerns. I was just told Tyler doesn't work on Sundays.

I don't know HOW this place wins Best of Omaha other than they offer a good incentive to vote with a free day of doggy daycare. I've tried to give it a very fair chance, but it disappoints EVERY time. I will pay more or drive a bit further to find dog-loving, friendly, responsible staff and quality grooming services. Please take my advice and go someplace else. We've had amazing service and experiences at several other places in West Omaha. Never again will we set a foot in Paw Spa Pet Resort's door and will tell all others to...

Our dog was abused by their staff. We went away for the weekend to a wedding and came back to find that this facility had injured our dog. On the way home from returning from the wedding received a call from the individual assigned to give him a bath. This employee stated that Teddy (16 pound teddy bear mix) wasn't acting right when he received his bath and that she thought that his chest area was injured. When our daughter picked up the dog for us she also commented that he was acting unusual and that she was concerned. When we got home he did not even bark or wag his tail and was holding his left front leg up. We made a decision that he should be taken in to see the veterinarian and plan to call in the morning. The next morning Teddy was whimpering and shaking in pain and was unable to get himself off of the bed. We immediately called and made a an appointment ASAP to get him into the veterinarian. We then called The Paw Spa Resort. We spoke to Courtney who said that she would look through the videotapes to see if there was any issue she could find. We explained our observations of Teddy. She said that the dog seemed fine while he was there and that he was happy and wagging his tail when our daughter picked him up. She implied that our daughter was the one that was responsible for the abuse. Out of all the people in the world that she could have made this implication of our daughter would be the wrong one to pick. She is an animal lover and especially loves our dog. We will see how the medical evaluation comes out. At a minimum we have asked for a refund and that the employee responsible for the abuse be found and terminated. At this point Courtney continued her plausible deniability stance. This was very troubling to us and we are also considering asking the proper authorities to pursue an investigation of the matter.

(Follow-up) Teddy was seen by a medical doctor the following day. The veterinarian examined him and said that the injury was not actually to his left front leg back to his chest and shoulder area. We told him that we had received a call from the facility claiming that he had to be muzzled during his bathing process, again Teddy is 13 pounds. The doctor said that the injuries were consistent with someone struggling to get the muzzling apparatus on him. We were sent footage of our daughter picking up Teddy. Although the facility claims that he was fine, it was apparent from the video that his response to our daughter was at best muted compared to his normal behavior. We requested a video of the bathing and muzzling procedure, but was told that no video was available. I would opine here that the reason we were unable to get a hold of this video was because it was not favorable to...