The Dog Stop - Katy — Local services in Katy

The owner of this location is extremely disrespectful and unprofessional. I boarded my two dogs here on Friday, expecting to pick them up Sunday. I was quoted $100 but was never told this was per day. I reasonably assumed the total would be $100 for the full stay. When I returned, I was told the total was $190.

I explained to the front desk staff—who was kind and understanding—that my check hadn’t cleared yet but would on Monday, and I asked if we could work something out. She said she’d ask the owner.

The owner responded by saying they’d keep my dogs until full payment was made and would charge additional daily fees. I asked to speak with her directly and calmly explained the situation. She replied, “I don’t care, pay what you owe or leave the premises. I’m not running a charity—I’m running a business.” When I pointed out I was being respectful and trying to work it out, she said, “You’re going to walk out without paying. I’m not stupid,” and then hung up on me.

I had to ask my best friend to cover the bill so I could get my dogs back. To make things worse, their payment terminal was down, and I had to read my card details out loud at the front desk to complete the payment.

I had a panic attack on site due to the stress (I have generalized anxiety and asthma), and my dogs are registered emotional support animals. I will never return here and don’t recommend this place. If the owner treats people this way, I shudder to think how they treat animals. There are far better, more compassionate options out there.

EDIT IN RESPONSE TO OWNER: Yes, I understand the prices were quoted, but your staff never clarified that the $100 was per night. I was under the impression it was the total for the full stay from Friday to Sunday. This kind of detail should be made crystal clear when providing quotes.

Also, there is nothing posted in your facility stating that dogs will be withheld until full payment is received. If that had been communicated, this situation could’ve been avoided entirely.

I’m relieved my dogs are home safe—anything to get them out of your care. The way you communicated, with such harshness and lack of empathy, speaks volumes about your character.

I truly wish you well, as I don’t believe in wishing harm on others, but I hope you take this experience as a chance to improve. The lack of clarity and compassion you showed is deeply disappointing. Please work on it—for your sake and the sake of those who trust you...

The Dog Stop - Katy did Marvelous Grooming on my pet! Abby gave us a wonderful tour of the grooming, daycare and boarding facility. It was an amazing tour, thanks to Abby!

UPDATE:

I am giving grace to Manuel, the groomer who did a wonderful job until the other day. I had never seen nor was properly introduced to the owner. Matter of fact, she improperly introduced herself, which I found very odd.

Moreover, I have never seen an owner involved herself or himself with the daily operations of their grooming business, especially with staff available. I have to say, it is one thing to assist when you are short staffed, but another thing to take control in such a toxic way and then blame the staff for blotched up results. Yes, she blamed him, but never apologized or took accountability herself since that is her business. She wanted me to give grace and allow the groomer to correct the issue I had voiced concern about by making me wait after I had already been called and arrived to pick up my pet, obviously prematurely.

You see, the grooming session was allotted two hours, but was cut short by 30 minutes, most likely due to the owner. So now after the groomer rushed through the appointment and botched the grooming results, she wanted me to wait possibly another 30 minutes for the groomer to fix the issue, I don't think so! It is never wise to manipulate a customer's time to one's own advantage. Never wise at all.

It is for this reason that I make the following statement. Bosses, owners, managers and the like, let your staff handle the daily operations of dealing with customers since that is the reason why you hired them.

And finally, since the owner insisted on giving the grooming instructions to the groomer even though capable staff was present and could have carried out the deed, I held her responsible for the poor outcome.

Yes, grace goes to the groomer who was probably under stress/duress with a toxic boss in a controlling/toxic/manipulative environment.

It has been highly documented that toxic work environments take a toll on employees' morale and work production. Establishments runs best outside of these types of environments.

Nevertheless, you be the judge about bringing your pet for services to this establishment. Maybe you will luck up and the owner...

This is my 3rd time. The first time was the best. We were told that the groomer was very experienced. The second cut was bad. This last cut, our fur baby was shaved, & uneven. We asked for the teddy bear cut. We got shaved body and face with long ears. We could have done it ourselves. This is our last time…3rd time is supposed to be a charm. Revised 12/28/2024 I see the response below. I am aware it was 4 total visits. However, only 3 of them involved using any real skill - cutting/grooming. The other time was just a bath.

Each time she was brought, I asked for the teddy bear cut/fluffed out. The last time was no different. I asked for the teddy bear cut, the ears to be left long and the hair on the top of the head to be left long. The result was THE ENTIRE BODY SHAVED INCLUDING THE HAIR ON THE TOP OF HER HEAD. So if that's following the request given, you are either deaf or blind. Please do not justify a bad grooming job with putting the blame on our grooming request. At least try to come close.

Also there is no reason to think I would bring her back for another hack job. Which is the one thing we can agree on…

I also never mentioned our fur baby’s name. You didn't need to...