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:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We hired Aussie to groom both of our dogs on 9/15. They sent a completely inexperienced groomer to take care of our dogs, and failed to make it right even after they did a terrible job. The groomer not only did an awful job on the haircuts, but failed to follow Aussie's own basic protocols for their "15 step luxurious SPA grooming services."By their own admission, this groomer wasn't ready to be out grooming on their own. After our complaints, Aussie indicated that they were sending a manager to accompany the groomer on their future appointments.We were forced to find a new groomer at a different company to fix the terrible haircuts and finish the grooming process. This new groomer noted that the dog's hair was uneven and patchy, and that Aussie hadn't trimmed paw pads, nails, paws, face, sanitary area or armpits. She was SHOCKED when I said we'd paid to have the dogs groomed less than two weeks before by Aussie. Aussie didn't even deliver the service they promised on their own website. And, the haircut they gave one of our dogs was just awful.We asked Aussie to refund what we paid for just one of the dog ******, even though both were totally inadequate. Aussie refused to refund even a portion of what we paid, instead insisting that they be given another opportunity to groom our dogs. There's absolutely no way, as a responsible pet owner, that I would ever trust them with my dogs again. We are now seeking a full refund of the $444 we paid.

  Business Response

  Date: 11/20/2023

  We have attempted to resolve this with the customer directly multiple times.  This groom was completed per exactly what is specified on our website(while customer was onsite/present) and to their satisfaction.  They tipped a heavy 20%($44), which clearly shows their satisfaction at the time of their appointment.  Customer was satisfied at the completion of this groom.   Then a medley of demands ensued-Customer asked us to come back out(we agreed, but customer wouldnt give us a time), then demanded we pay them $200, then a few weeks later wanted more discounts and credits, and then demanded $400, then a full refund.  And on top of that, after weeks, have expanded the complaint list. Customer is exaggerating the situation to bolster a position. Exactly what he threaten he would do if his demands were not met.

  Its important to note that Customer asked about a prior groomer(now terminated employee)and we explained this person was terminated due to unrealistic demands and inconsistent work.  He wasnt happy about this and felt some duty to set things right on behalf of terminated employee.
  The customers demands have waffled all over the place. Customer gave us no opportunity to reconcile as they were clearly smitten with terminated employees sob story. Customer has now taken this transaction dispute on as a personal vendetta.  Its no longer about conducting business in good faith.  Which we have tried to do.

   Customer is unreasonable and has been threatening, spinning stories, BBB complaints, social media threats and slander.  We have put customer on do not book list, the erratic behavior and unethical intent to not conduct business professionally(hold a business hostage with threats and slander) is not a customer anyone wants.  

  Customer Answer

  Date: 11/20/2023

  We have not and are not exaggerating our complaints. Neither dogs' grooming was completed as advertised on Aussie's website. We have photos to prove the terrible grooming work and incomplete service. We have an admission from Aussie, in writing, that this groomer was not ready to be out on her own without a grooming manager. We also have the observations from the groomers whom we had to pay to fix Aussie's incomplete work. In addition to an objectively terrible cut, paw pads were not trimmed, nails were not trimmed, paws and face were not trimmed, sanitary area was not trimmed, armpits weren't trimmed. 
  
  We never had a medley of demands. We have not waffled. All we wanted was a portion of our money back ($200), since we didn't receive the service promised and had to pay another groomer to immediately fix the terrible work. We never agreed or asked Aussie to come back out - we'd never trust them with our animals again. We have a text message chain with Aussie that proves this was always our position.
  
  We always tip 20% and did here, too out of habit. We hadn't had an opportunity to inspect the dog before paying.
  
  We literally have no idea what they are talking about regarding a former employee. Aussie must have us confused with another upset customer.