VCA Family Pet Resort

Ive been taking my dogs here for 3 years and have always been pretty happy. But this time, I was away for a week and my dogs came home COMPLETELY SATURATED with urine. They were crying and when I put them in the tub all yellow water came out. Their bed was also saturated. Leaves you wondering what occurred all week. For the condition they came home in ......they had to be in a room drenched in urine. And their doggy bed we brought with them in with also had other dog hairs on them. my dogs are black and the bed was covered in white hair. NEVER AGAIN more

We boarded our 2 maltese puppies here while we went on a 7 day vacation. During my vacation I got a text to call the resort asap. My 11 month 4 pound maltese was seriusly injured and fighting for her life. I was told she passed out and fell off an emplyees lap 3 inches to the ground. She was rushed to univ of penn where she was put on a breathing machine to keep her alive. She had no movement in her legs at all. There was massive swelling in her spinal cord and brain stem area of her neck. NO WAY did this poor pup fall just 3 inches!! Something just doesn't add up here. She was at Penn for over a week. They saved her life and 4 weeks later she is starting to get movement back in her legs. Its a miracle this little puppy has surived this trauma. I came home to vet bills in the 5 figures. I spoke with the manager about taking care of these huge vet bills since this trauma occured on there watch. I have heard nothing back from the manager or the owners . To this day I still have no idea what happened to little Lexi. They forbid to tell me the truth and take responsibility for what happened. I would hate to see another family go through a similar situation like we have. The family pet resorts owners and managers are heartless and obviously could careless about there customers and the pets. What makes me more sick is that we have been a great paying customer since they opened in Newtown Square. It is obvious that there hiring people that are not fit to be with animals. Poor Lexi could have been abused as far as we know. It would be nice to know the truth about what caused Lexi's trauma. Please do yourself a big favor and keep your pets AWAY from the family pet resort. Its been a huge nightmare for my family. Also, please SPREAD the word arouund about this story. Everyone should be aware. If anything new comes out of this story regarding the heartless management of the family pet resort I will let you all know. more

will never take my dog to the Family Pet Resort again! This last visit over Thanksgiving was the second time that the groomer butchered my Cavalier. The first time he had the required spa bath after a visit they shaved off matts on his chest leaving him with bare spots, and they hacked off half of the fur fringe of his ear. I specifically told them this visit that they were not to cut or trim him in any way during his bath. On my way home I noticed that half of one of his ear fringe was totally hacked off. It wasn't even fully trimmed but left all hacked and horrible. There wasn't even any attempt to match up the sides. I wrote an email with a photo of how terrible a job they did, and I never heard anything back. If they are willing to show such an obvious lack of care for my dog, what is happening behind the scenes that isn't obvious. I do not trust them, and wish I never entrusted them with the care of my dog. more

I have been boarding my dog at Family Pet Resort in Newtown Square from time to time for about 4 years. I always get him the Silver Paw package, which is suppose to include a private room, A doggy cot with a fleece cover, three private or group playtimes(he is suppose to get private), a busy bone, and a belly rub and brushing every day. For a dog his size 25-30 lbs. they charge about $50/day for that package. I bring his food (packaged for individual feedings). In years past I have been very happy. Once they called me to say they were concerned because he wasn't eating? Could they mix some chicken with his food? They would send me e-mails with photos of him attached playing the yard, and I would get calls with reports on how he was doing. I had heard reports of other people's dogs not doing well and thought maybe it was an exaggeration but I learned that was not the case. On September 24, 2011 I dropped my dog off with his bag of food, blanket and some treats. I picked him up on Sunday Oct 2, 2011. He was happy to see me, I paid the bill of $400+ and took him outside to the car. The moment we stepped outside into the better light I saw that his whole rump area, his tail, and his back legs were yellow. He is an all white smooth coated dog, so the yellow was easy to see. I brought him back in and asked the young man who checked him out to look at him and asked him how this happened?, what person(s) were responsible for his care during the week...? He did not know. I took my dog home. He absolutely reeked of urine. I was so upset thinking of what filthy conditions he must have been in to have had to sit in urine. He does not even like to sit on a damp sidewalk or grass, let alone sit in urine. I gave him a bath as soon as we got home. On Monday morning Oct 3,2011 I went back without my dog and asked to speak to the manager. I was told by the woman at the desk that he was not there, and she asked what I wanted. I told her the situation and she apologized that he had not been given a bath. I said ""I'm glad you didn't give him a bath, he shouldn't need one He was bathed and frontlined before I brought him and I would not have known what he endured if he was given a bath"". I told her I thought he was neglected and she assured me he was not. She said she would have the manager call me when he got in. The manager called me, and again apologized for not giving the dog a bath. WTF! That is not issue! He shouldn't have needed a bath if he was cared for , especially with the Silver Paw package. I can understand he may wet in his room, but he should still have a dry area to sit in, unless he was crated or his room was not cleaned for a long time(days). He offered me a free bath and or a discount on his next visit. I told him my dog will not be going back. For an extra $10/day I can have someone come to my home and walk him 4 times, pick up my mail and water my plants. The onsite vet was the reason I originally decided to board there. I don't know what changed at the Family Pet Resort, ownership? Management?... Don't take your animals there! more

I boarded my dog here when my family and I went away on vacation. I had heard mixed reviews...and even read about the Philadelphia location (which has since closed down) LOST A DOG! Against my better knowledge, I boarded my dog anyway. My dog came home smelling horrible and with some scabs on her legs. When I questioned what it could be... they said ""probably from day care roughhousing"". MAJOR PROBLEM with that sentence - first of all...""probably""? Was my dog not being properly supervised? Second, day care rough housing? Are there not people supervising the day care area?? Suppose a fight between dogs broke out??? Never again will I trust them with my beloved animals. I'm convinced these postiive reviews are owners/employees or family of them with fake accounts! *Also, it's amazing what a small world it is. Thru a friend of a friend, I found out that the owners are writing positive reviews of this place (Sundance1964 - John- below) ....and employees (on the Family Pet Resort website testimonials, one of the first is by ""SKush""...her name is Sandra and she is an employee at the resort. DO NOT be fooled by these FAKE customer reviews. DISGUSTING!!!! more

My dog stayed at the Family Pet Resort for a week. She came back severely depressed, and also had scabs on her legs. I took her to the vet to see what the scabs could be from, and the vet informed me that the cleaner they used in the kennel for the floors gave my dog chemcial burns. Also, the employees are extremely unfriendly. I tried to call and complain about the chemical burns, and whoever answered the phone said I needed to talk to the manager. I called back on 3 different occasions, and the manager never seemed to be there. I will NEVER go back to the Pet Resort again!!!!!!!!!!!!! more

I took my Golden in to be shaved, but to please leave the head and rear area, including tail, long. I made the appointment a week in advance. I took off from work to have this service done. When i arrive, they tell me the service i had requested would not be able to be performed. My question was, why not? I made the appointment WELL in advance. They seems very put out. as if they were think how dare Insisted on getting what i asked for and what i was paying for. They even asked me to pay UPFRONT! After pleading my case, They then said they would do what i asked. I came back early a few hours later to find that he hair was still very long. They tried to persuade me to leave it the way it was, and if i didn't like it, i would have to come back another day. I said, if i wanted my dog to just get a bath and brushed, then i would have done it myself. They said, well you didn't because he had a lot of dead hair had a few more nasty remarks made to me like, "" well i work on commission"" and ""i guess i won't take my commission"". OH wait, there is more.... And they said, ""well were going to be here until 8 o'clock tonight"" and ""we have lives you know!! ""\r My dog was book with a groomer, not of my choice becuase i didn't know any of them to select one. When i came in, he was with a different women, becuase the women he was to be with, had a higher commission customer come in. She was fixing some cats behind. So again, i ask them why they were not doing what i paid them for? After about 30 minutes, they agreed. They still didn't not take the time to listen to me. I asked them to shave the BODY and leave the tail, head and rear end long but neat. They them asked me to wait in the vets office. When they brought my dog out, his head was SHAVED his tail was shaved. They clearly had no interest in what i wanted. They were very rude and condescending. I know in this day and age customer service is a dead art. The reason i went to a ""higher end place"" rather then a pet smart was to get high level service and my beautiful dog look good. I got none of it. I am in sales, and if i had said any of this or preformed this badly, i would be UNEMPLOYEED. I am so upset, my heart is so broken. The tears keep coming every time i see what they did to my dog. It was spiteful to say the least! Who shaves a dogs head? more

I've been taking my Dog to the Newtown Square Facility Day Care for nearly a year and a half, two to three times a week, and several times he's spent several nights while I was out of town. I have never once been hit with a charge that I did not know about up front, in fact, the staff has been very informative and friendly when I asked. Also, my Dog is very important to me and I would not leave him with just anyone. He enjoys going here and the people. I recommend this place to everyone! more

Our two dogs recently stayed at the SW Philadelphia location for 3 nights. The staff alleviated any hesitation we had to board them for the first time, even offering updates about their daily activities. They were both friendly and professional. \r \r Also, the accomodations for the dogs were excellent, including beds, optional grooming, and a big play yard. more

if you want to be screwed over by these people go right ahead and make a reservation. very unprofessional more

My dog boarded for 3 days and came back to me filthy and stinking of some incredibly disgusting odor. I was charged for activities that I did not authorize and the manager refused to honor a refund. Now I know why they do not list a break down of fees on their web site...so they can hit you with hidden fees at checkout. I was appalled at how they returned my poor dog to me...filthy and smelling badly, when he went there healthy, clean and smelling just fine. NEVER AGAIN will I take my animal here or recommend this place to anyone. BEWARE! There is a reason the reviews for this place (and the newtown square location) are POOR!!! Pros: Looks can be deceiving from the outside Cons: They have no training/experience...among many other cons more

My dog recently stayed at the Newtown Square Facility for an extended period. The people here are nice and friendly in person and on the phone. They seem to really like dogs! They called me when they noticed she was developing an allergy and was seen by the on-premises vet. When I picked her up, she was happy and healthy, and clean! \r \r more

My dog was groomed by Diane and I was so pleased by her expertise. It's the best groom Coco has ever had! I've been to a few grooming shops for my poodle and I feel like I finally found a groomer with style. And the price was better than the other places. Thank you Diane and staff! If you haven't seen this place, it's worth a stop to check it out. more

The Family Pet Resort exceeded my expectations. Not only was this a brand new state of the art facility, but a comfortable place where I knew my dog would have a lot of fun while I was away. I had the opportunity to tour where he would be kept during our time apart. I have no doubt in my mind that he had a better vacation than I did. I recommend this kennel to anyone and everyone that is apprehensive about leaving their pets while they go away on vacation. Your animal will be treated with love, care, and comfort...just like my pooch! more