Pines Pet Pampering & Boarding

We love The Pines and all of their lovely employees. Our dog goes in every 6 weeks and gets crazy, excited when we pull into the parking lot. We highly recommend the Pines to anyone looking for pet grooming or boarding.

As the owner of The Pines Pet Pampering, I would like to respond to Hannah S. and her review and would like to address a few of her issues. However, YP will not let me respond directly to her review as business owners have been able to in the past, so they have suggested I leave a review in response.



Dear Hannah, I am disappointed to not hear from you directly as we have been providing care of your mother's dog Shawn for 5 years. I am very glad to hear your comments about our care of pets and that you have always felt confident in our care of Shawn. Thank you for commending our standard of care and our facilities. But, I do agree that it has been an extremely difficult working relationship - concerning your reservations and appointments over the last 5 years. I have never really spoken much with you directly Hannah, as it has always been your mom who has made any reservations, payments, and cancellations. I am saddened about your statement that there was only one missed appointment 3 years ago as that is not the case at all. There was an incident 4 years ago when Shawn had been booked for a 16 night stay over July 4th. The reservation was confirmed, however, Shawn never showed up. We called several times that evening and the next day and no one ever returned our calls. That same year she also no showed for a grooming appointment and no one returned our calls. This happened several times. Since Shawn is a labradoodle that takes up 3 appointment spots and takes 4-5 hours to groom, this caused our commissioned groomers a cut in pay every time this would happen. For this reason, I began to require you all to follow our no-show policy and pre-pay for grooming and boarding. After Shawn's holiday boarding no show 4 years ago, we decided to require deposits for all holiday and high season boarding, for all clients. This is due to us turning away many clients once we are booked full. If no shows occur, it's not only a disservice to us, but a disservice to other clientele that would have loved to board their dog. These policies have been in place for 4 years. They have been listed since 2010 on our website as well as our front desk and all of our paperwork, including the recent registration form you signed earlier this year. The same goes for our service of drop off and pick up. It was a 66 mile round trip drive to pick up and drop off Shawn for you when you were sick. I do apologize that we didn't remind you of our policy over the phone. Our policy on deposits for appointments due to repeated cancellations is also stated clearly on all of our paperwork, the reception desk, and our website. If you give us the proper notice of cancellation, your deposit remains as a credit - if you do not give us the required cancellation, your deposit becomes a cancellation fee. When you once again canceled Shawn's boarding reservation for last month, your deposit was held as a credit. Again, these policies have been in place for 4 years. It is very disappointing to see your review and your statements that we have not been upfront with you, "sly", and unforgiving. We tried hard to go out of our way for you many times. We wish you well and we send our love to Shawn!

The Pines is a great place if all you want is good care for your animals. They always took great care of our dog, and I never worried about leaving her there to be groomed or boarded. Unfortunately, they are extremely hard to work with, and have proved to be very unforgiving and sometimes a little sly. I once missed an appointment by accident about 3 years ago, and ever since then they have required me to pay in advance. Another issue came up when I was scheduled to take my dog in to be groomed. I got sick that morning and called to let them know that I would have to reschedule. They told me that they would be happy to send someone to pick her up and bring her home again once she was done, and did not mention that they charged $25.00 each way for home pickup. Thinking they were doing it as a favor, I happily agreed. Only when I got my bill did I realize that they had charged me! When I asked about it, they told me that the price for home pickup was listed online. The only problem was, I wasn't looking online; I was talking to them on the phone! Why didn't they just mention the price then, instead of just not saying anything? They purposely omitted that fact and I consider that dishonesty. Lastly, I made an appointment to get my dog boarded, and of course had to prepay. I ended up cancelling the appointment 3 1/2 weeks early, due to a good friend volunteering to watch her for me. The Pines would not refund my money, saying it was a credit. This was the last straw, and I will NEVER be returning to The Pines again. I commend them for their care of my dog and their wonderful facilities, but they have lost a long-standing customer due to their unwillingness to be up-front and customer - friendly.

We live in Fort Worth but a friend of my wife's recommended The Pines Pet Pampering for boarding over Thanksgiving. The one reviewer calling them thieves clearly has never een to Ft. Worth. The price for boarding was almost half of what places charge up here and they come no where near being as nice. The rooms are huge and sparkling clean. This is the first place we have taken our dog that didn't smell "doggy" if you know what I mean. We also had him groomed back when we boarded him and his haircut was phenomenal! The best he's ever looked! Since, we have driven all the way back there for another haircut. It's quite a drive but worth it. There's a Target and a Starbucks close by so my wife does some shopping while she waits. I still can't see how anyone would think the pricing is out of line. It's very reasonable. We also like all the high quality food and treats they sell. They are hard to find so it's nice they carry them. This place is a hidden gem and we're glad we found them.

We have been taking our dog to The Pines for several years and would not want to take her anywhere else. It's always so clean and our dog always smells so great when we pick her up. Love the huge boarding rooms. So glad we can leave her and never have to worry.

I took my dog, a bichon, to the pines for boarding. They truly have a great facility with very large boarding suites and a great outdoor play yard. They were very loving with my baby and made him feel comfortable in a strange new place. I scheduled a groom for him and boy was I blown away by how great he looked. They really made him look good. If you live in Joshua, Burleson or the south fort worth area do your self and your pet a favour and go there.

My husband and I had never been to Pines before but when we toured Pines we thought it looked nice and it was cheaper then Petsmart. My husband took our 16 lb morkie there and they were told to just trim, bath, and cut his nails; we were told $45. When we were finally called to come get him it was 7 hours later and he was ugly, there were parts of him that weren't even trimmed. They nicked him while cutting his nails, and then they charged us $70.86 because they also gave him the jet bath and a massage. We did not authorize any of that. They charge you what they want you to pay not what you agreed on. This place is a thief who is not after your business but your money. I am friends with a breeder and several of her customers and they refuse to go there because they charge you for things that they never did. Save your money and your pups stress go anywhere but there.