Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30th my dog was booked for a regular grooming at 10:30am.
  My dog had previously visited this place (4-5times I don’t have exact number), with no concerns addressed to me. My dog always walked into the place happy and left happy. This is the only grooming/boarding place my dog ever visited.
  
  Around 1pm I had not heard back and my boyfriend called to asked about my dog. On the phone they told him she is not ready because she is not dry yet, she’ll be ready at 4pm.
  At 3:50 we received message my dog is ready for pick up. About 20min my boyfriend picked up my dog.
  At that time my dog was clearly in distress and uncomfortable. According to my boyfriend she was “very anxious to leave the place”. At payment my boyfriend was told that my dog was “terrible” to groom and very anxious and nervous. During her stay she damaged a kennel, trying to get out. They then told my boyfriend that she will require sedation for her next grooming. As soon as him and my dog (still looking stressed) arrived at home I called the place to inquire what happened. The manager then told me that she over the last few visits she has gotten consistently worse and seemed unhappy being there. All this has never been brought up to me before.
  
  What I am accusing the business of:
  1. False advertisement as being “kennel free” and having well trained workers
  2. Improperly trained workers who should not handle dogs
  3. Endangering my dog well being due to improper handling
  4. Traumatizing my dogs for future grooming and or boarding appointments
  5. Neglect to inform the owner of important information
  6. Treating customers and dogs poorly.
  
  What I am looking for at this point:
  -Proper and better training for the people working there so a well behaved dog doesn’t turn into an anxious dog.
  - compensation for my dog for the time she was there
  -compensation for my time invested in this
  -compensation for training that now has to follow due to them handling my dog

  Business Response

  Date: 01/07/2023

  For the record *****, who is a Alpha German Shepherd, is
  just over 2 years old and only gets groomed twice a year. So out of the 4 previous visits, her behavior started out with what you would
  expect from a puppy for the first few grooms.

  Although, this last time was considerably worse than before, which is why
  we mentioned it to the owner and recommended sedation going forward.

  Something
  outside of the grooming experience would have had to happen in order to create
  such a huge difference in *****'s demeanor.  At her age she should not be behaving as she did.

  With 20+ years of experience caring
  for dogs we can say her nervousness/anxiousness is not a result of the grooming
  process or anything we have done.

  1.  We do have the majority of the dogs roaming around the areas. Dogs that pose a risk to themselves or other dogs are kenneled for their safety. This is standard procedure.

  2. None of our staff and/or groomers are improperly trained in handling dogs.

  3. No dogs were endangered at any time while they are here.

  4. No Comment.

  5. They were told about the concerning change in behavior but they  didn't want to hear what is being said.

  6. They will need to pay for the damages that their dog has caused to the kennel, as per their signed contract, in order for any compensation to be given. 

  All Audio and video from the day will be saved in case further legal action is require.

  Suggest finding a groomer that grooms out of their home so there is only one dog at a time and more socialization for her dog with other dogs.

   

  Customer Answer

  Date: 01/07/2023

  
  
  Complaint: 20262650
  
  
  
  I am rejecting this response because:
  No admission of fault, care or concern for dog has been expressed. No compensation was offered at this point.

  
  Sincerely,
  
  ******* ********