PetSuites Sugar Land — Local services in Richmond

My dog required veterinary treatment after being attacked and being bitten in the face by another dog while under the care of this facility. While the incident itself is upsetting, the facility's response and policies are what prompted this 1-star review.

Documented History of Fatalities: Potential customers must be aware that this facility has a publicly documented history that includes the deaths of two dogs in their care. On a previous visit, I asked a staff member about these incidents, and he had no idea what I was talking about. The fact that front-line staff are not trained on the facility's most catastrophic failures shows a shocking lack of commitment to safety and learning from past mistakes. This context is critical for understanding what happened to my dog.

Unacceptable Communication Delays: Staff notified me of the attack at 11:32 AM. I did not hear from the general manager until 3:28 PM. A four-hour delay for a serious safety issue that demonstrates an alarming lack of urgency.

No Transparency: I asked to review the security footage to understand what happened. My request was denied multiple times. As a result, I had to rely solely on staff accounts, with no independent way to verify what occurred.

No Proof of Vaccination: When I asked whether the other dog was vaccinated, staff said yes but provided no documentation. Given the seriousness of the incident, vaccination verification should be standard. The absence of proof leaves owners unsure whether their pets were exposed to preventable diseases.

Limited Financial Responsibility: The facility covered my vet bill (just under $300), but I was told there is a $500 cap. Clients should know they may be responsible for costs above that limit in more serious cases.

Aggressive Dog Still Admitted: The staff confirmed to me that the dog who attacked mine is still allowed to be boarded at the facility. They stated this dog will go through a so-called "probation period" to get back into daycare. This is a failed assessment, and this policy knowingly places other dogs at risk.

Because of the supervision failure that allowed the attack, the delay in management response, the denial of incident footage, the lack of vaccination verification, and the decision to keep admitting the same dog, I cannot recommend this daycare. For your pet's safety, please seek...

Unlike the other reviews here, my experience with PetSuites has not been a good one. I booked online, submitted my pets' vaccination records and then emailed the facility requesting additional information because my vet advised me there was a nationwide backorder on the K9 flu vaccine. As such, I had questions about that and NEVER received any responses from the facility. I had also asked them to clarify the estimate and any associated discounts on boarding for placing all of my pets together, as the online estimate didn't reflect any discounts for them sharing a suite. Again - NEVER RECEIVED ANY RESPONSES. What a horrible way to start with a potentially new client. I proceeded to pay the deposit, against my better judgment, but per their site, that was refundable if the reservation was cancelled 7 days prior to booking. After receiving no answers to my questions, I decided to call the boarding facility where I've booked several times in past (they are wonderful!!). The only reason I was shopping around is because I've moved. After talking with my usual facility, I booked with them and IMMEDIATELY cancelled my booking with PetSuite 8 days prior to the scheduled stay. Of course, I expected the deposit would be credited by to my account. After reviewing my account statement today, it was NEVER reversed/credited back. Perhaps it's a system glitch, but I did reach out again about getting the deposit credited and of course, no response. Hmmm, not shocking...seems there's a constant theme here - NEVER. No communication. No responses. No credit. That's just horrible business. And so here I am writing a bad review. I'll never consider booking here, not even for daycare. I'll gladly go to my preferred provider going forward. It's sad. This facility is newer to the Sugar Land/Richmond area and I would have really expected better service based on past reviews, etc. I know lots of pet parents and will make sure to never recommend...

I guess I’m one of the few with a bad review. Our 2 dogs stayed here a few years back and we had a good experience; this time was a bit different. When we picked our dogs up, our female had not one, but two pretty nasty abrasions on both sides of her face. She probably was lunging at the gate-But still, at least tell us about it before we notice it ourselves.

Secondly, when my husband dropped off the dogs, they suggested to place both of them in the same suite, and we would get a 30% (or something close) discount. When we got there to pick them up, we were charged $45 for EACH dog- My husband said he was under the impression that it would be about $25 or $27 for each, not $45 for each dog. I warned him that they probably suggested this to him and it would in fact be more expensive (as is my experience when anything is suggested, it’s probably going to cost more). So they stayed in the same suite together, but charged $45 separately…

Also on the invoice itself, the nail services cost doesn’t make sense; we were charged for both nail services and nail trim, a separate charge for each. Looks like we were misbilled.

Lastly, and this is pretty minor- I never received any pictures or updates whatsoever, not even one. When I brought them last time, 2 years ago, they sent a picture of them on the first day as well as an update. This time, I had to send a text (twice), for an update. I also remember getting a cute little report on them, but I saw that is only included on the upgraded package. That’s really sad that we have to pay extra money to see how our dogs behaved.

All in all, we spent over $400 on 2 dogs, with the basic package. We did nails and a bath, but still, that is pretty steep. On top of the expenses, our dog received an injury that was never disclosed to us. Safe to say, we will...