Olde Towne Pet Resort (OTPR) is a beautiful facility and a great business idea. That's where the compliments end. After 7+ years of taking our small dogs there for grooming, we will NEVER take them back. We've had our concerns and hesitations about the security and care at the facility after hearing about dogs "escaping" or being "lost" while in the care of OTPR for boarding. However, after receiving assurances that this could never happen in grooming, we (reluctantly) continued to take our pets. 10 days ago I dropped both girls off for grooming, and when I returned a few hours later to pick them up, I discovered that Maggie was coughing - something she was not doing when I dropped her off. After a trip to the vet, we learned that her throat was injured while in the care of OTPR. The groomer claims that a neck restraint was not used during the grooming process, but the manager failed to investigate to determine what did happen. Their attitude is simply "we're sorry you feel something happened while the pet was in our care". This is stunning and unacceptable. Our dog cannot tell us what happened, and apparently OTPR isn't interested in finding out what happened. We trusted OTPR to give our dogs nothing but tender loving care, and they failed us and our pets. And in turn, WE have failed our pets because we entrusted them to OTPR. On top of the harm that was caused our dog, it is unbelievable that the management doesn't care enough to find out what happened, or to make any efforts to assure us this would never happen again. It probably would not have made a difference to us - how could we ever trust them again? - but the fact that they did not care enough to even try speaks volumes.