Animal House Pet Services — Local services in Roseville

Customer service matters. Feeling valued and respected as a customer matters. Background: My wife and I travel often so finding proper boarding for our 3 pets is part of life’s equation. We started using Animal House Pet services last year. I have nothing but praise for the workers… they seem to really love their jobs and most I’ve met seem perfect for their chosen profession. The problems lay elsewhere. This month has been a serious disappointment for us. For me, it started with the owner interjecting herself in a conversation I was having with an employee about my newest dog. As an owner, of course she has the right… but no one likes being dictated to, let alone being talked down to. Trust me, at my age, I recognize how I am being spoken to. I won’t try to recall exact words… something to the effect of “no matter what play package you purchased, it’s up to me if your dog will participate with the others or if I place her in a (higher cost) individual play package. Again, as owner, her prerogative… but there is a proper way to communicate in polite society. I let it go and moved on. The next surprise was when we retrieved our pets a week+ later after our anniversary. The intention was to purchase a package when we paid… something we’ve done in the past to garner some savings (I don’t consider their fees a bargain so every little bit counts.) We were then informed that the package had to be purchased beforehand. News to us. Not happy but we chalked it up to a learning experience. Two weeks later we’re dripping our pets off for another extended stay, this time with the knowledge that we need to purchase the package ahead of time. We followed the advice of the attendant and purchased the 14 day stay package she suggested with the understanding that we would have days left over to use at a later date. Our card was charged while we were on vacation we thought we were all set to just pick up the pets when the time came. 12 days later on our way to retrieve our pets again, we received a text about a balance due. Essentially, we were informed wrong about how their packages worked. I won’t go into the alchemy that goes into how they structure their pay plans… We arrived, perplexed and frustrated as the employee tried to explain how we can prepay for 14 days and still oh for 3 after only 12. The manager appears. (by the way, I assume “the customer is always right” is a thing of the past?). She didn’t even try to rectify the situation. She spoke in a short, clipped, unhelpful way. Her parting words she spoke while extricating herself from the conversation: “The bill is the bill” Honestly the money wasn’t the issue here but a better-heeled establishment would have at least made an effort. My wife commented that it felt like they were holding our pets hostage. If boarding my pets is what allows her to believe she has the right to talk to me in such a flippant and dismissive way (twice), then my choice is clear. I appreciate all the workers that looked after my 2 dogs and cat over this last year. I wish you had a...

This is my third and final review for Animal House Pet Services because, after multiple terrible experiences, I am officially done with this company.

One of the biggest issues I had was their complete lack of transparency with payments. I had a credit card on file, and they never sent me receipts. The only reason I even knew something was off was because they overcharged me by $175 and told me I had a credit on my account. When I asked for documentation to understand what I had actually paid for, they refused to email me my receipts or send anything directly to my accountant. Instead, they expected me to log into a portal just to get basic information about charges they made without my knowledge.

I went back and forth with them over email, trying to get clarity, but they made the process so difficult that I eventually gave up. They repeatedly hounded me about whether I wanted the $175 applied as a credit or a refund—every time I went in there, it was the same conversation. In the end, I just used the credit because it was the easiest way to stop dealing with them. But the fact that they charged my card without proper documentation and still refused to communicate properly is completely unacceptable.

Beyond the payment issues, they have terrible customer service. They don’t talk to anyone on the phone, so if you have a problem, your only options are to physically go into the building, text, or email—none of which are efficient when trying to resolve billing mistakes. I’ve given them this feedback multiple times, both via email and in person, and they have never once acknowledged it. They act like they are above criticism, and that’s simply not the truth.

On top of all that, I paid $1,500 for training services, and they only taught my dog basic commands she already knew.

At this point, it’s very clear that I am not their ideal customer. A single woman trying to navigate life with a high-energy rescue dog is simply not who they care to serve. I’m leaving this review as my final piece of feedback because it’s obvious they don’t care enough to acknowledge complaints directly. If you value transparency, communication, and professionalism, I highly suggest taking your...

They were very unprofessional. I planned everything well in advance. Came in first to do all the paperwork and scheduled a trial daycare day to make sure my dog would do well there. I was told she did but you’re not allowed to see the area where the dogs stay. I was told both times I was there by each of the owners that a reservation was not needed and I could just drop in. When the day finally came that I needed to drop my dog off before work, I got there and was told they were sold out! I was left completely helpless. I was on my way to work and my day was completely derailed. The owner just said she didn’t have the kennels and moved in to the next customer, never apologized, never explained why I was given the wrong information. Had I known, I would’ve simply made an appointment since I did everything well in advance preparing for that day. I also emailed them and never heard back from them at all. I had purchased a 5-day package and of course I can’t get a refund even though I never used any of the days. The front of the business is also dirty and falling apart. I recommend All American Pet Resorts Lakeshore instead, it’s also nearby, they are clean, professional and treat not just the dogs but also their owners with respect. UPDATE: I left the same review on their Facebook page and got blocked from their page so I’m not sure if my review even shows up on there anymore. I would beware of this business. If this is how they treat their people, I don’t trust them...