One week ago, my husband and I were informed that our apartment building needed to be sprayed for pests. So we called up PetsMart and made a reservation (a week before hand) to have our two lovable cats to stay at the pet hotel for the day while our home was being fumigated. We had all the shots updated for both our cats according to our records from the Ladera Ranch Animal Hospital that we had copies of and brought them this morning to have our cats checked in. However, one of our cats "Groucho" as we were assured by the vet, did not need an updated rabies shot because he is an indoor cat and that is really only necessary for outdoor cats. Unfortunately, despite any of our record documents and having customer service call our vet for verification, PetsMart turned us and our cats away from service. My husband and I are both students and had to go to our classes and we didn't know of anyone else who would take our cats on such short notice, obviously we didn't think that a company that proclaims to have the best animal friendly service would reject our 2 healthy cats because one of them didn't have a shot update that we were told by veterinarians (animal PROFESSIONALS) that he didn't need because he is an INDOOR cat! On top of all of this, customer service was very rude and inefficiently run. My husband had to wait half an hour to receive any help at all until come to find out... he and the cats were refused service... AND when my husband told them he would take Groucho to get the shot anyway that day (even though he is healthy and the shot was unnecessary) they told him that they would still not take our cats because they had to wait 48 hours before they could take the cats in... needless to say my husband and I were very upset because we had nowhere to take our cats and this whole time that my husband was talking with the customer service reps about this our cats were still in the damn boxes! WE WILL NEVER DO BUSINESS AGAIN WITH PETSMART BECAUSE OF THE POOR SERVICE AND FAILURE TO INFORM US OF THIS STRICT POLICY BEFOREHAND SO WE COULD HAVE MADE THE PROPER ADJUSTMENTS FOR OUR CATS!!!