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:05/17/2023

  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.

  To start, the mobile groomer was 90+ min late, the “spa package” grooming that has previously taken 45 minutes, took nearly 2 hours. When “finished” the technician stepped out of the van laughing, stating the fact that it was only his 2nd wk working for the company, and it was only the 2nd or 3rd cat he’d ever worked with, then asked if we’d heard him yelling at my cat. He further described the “massive ****” my cat took “all over him” because my cat was so upset and, as though it was funny or endearing, he stated that he was referring to my cat, *****, as “***** my *****”. None of which I find amusing. As though this is not bad enough, once I got ***** back into my house, out of the carrier, I found no less than 3 three cuts on ******* skin from the clippers, his right eye is swollen, one of his nails was ripped completely out of his front paw and was of course bleeding, a second nail on the opposite paw was also bleeding. ******* hair is completely uneven and looks ridiculous, the technician cut his whiskers unevenly and I assume accidentally, given you should never cut a cats whiskers to begin with. Immediately after seeing all this trauma I tried to pick ***** up so that I could soothe him and hopefully take pictures of the damage inflicted on him. He winced in pain as though his skin hurts and violently panicked. He spent the reminder of the evening and most of the following day, hiding. Just petting him appears painful. ***** is completely traumatized, as am I. I contacted Fritzy’s with my complaint, they asked for pictures and told me they would text me the email address to send the pictures and complaint. I had to call back 3 times just to get them to send me that email. Upon receiving the pictures and details of my complaint they called with an offer to send someone to fix ******* haircut, as though further traumatizing my cat is even an option, or they would refund $41 of the $166.84 with an apology. This is unacceptable, I’m requesting a full refund.

  Business Response

  Date: 05/22/2023

  We are never happy when a customer is not happy.  Unfortunately, in this case, the customer
  really didn’t like the groomer, on a personal level.  He jokes and laughs about things that make him
  uncomfortable.  Ms. ******** didn’t care
  for his jokes.  And, she has that right.  But, a lot of customers like him.  He truly cares for the pets, is very thorough
  and produces fine haircuts.
  

  In this case, it wasn’t the groomer’s best work, but he was
  dealing with a cat that was aggressive.  And,
  it must have been significant for him to take that long and not get the quality
  he would expect.
  

  Ms. ******** claims that the cat’s paw was bleeding, but it
  would have been noticed by the groomer before returning and by the customer upon
  receipt.  While it may still have been
  due to the grooming, it certainly wasn’t apparent to either at the end of the
  groom or it would have been treated by the groomer.
  

  Leaving the accusations behind, Ms. ******** didn’t care for
  the groomer, the groom quality wasn’t as good as we would have liked and so,
  following our policy, we offered to come back and make it right.  Ms. ******** elected not to have us return.  Our Cancellation and Refund Policy is
  published on our website and Ms. Elethort was referred to it.
  

  In lieu of return, in an attempt to satisfy the customer,
  the Customer Service Manager refunded $41.71 of the original $166.84.  That amount was calculated so as to reduce
  the services to not include a haircut.
  

  Unfortunately, Ms. ******** has taken the position that
  nothing short of a full refund is acceptable. 
  Management has reviewed that position and has come to the conclusion
  that we will not be providing a full refund. 
  Ms. ********’s dramatization of the issue and lack of willingness to
  work with us to resolve the issue did not play a role in the decision, our
  policy is clear that we do not refund for inferior performance that is clearly
  due to an aggressive pet.
  

  There is one Customer Service Agent that seems to have a
  good relationship with Ms. ********. 
  During his next shift we will make another attempt to communicate our decision
  and offer one more chance for a free follow up appointment to clean up the haircut.

  Customer Answer

  Date: 05/22/2023

   I am rejecting this response because: I do not have an issue with the groomer on a personal level. I don’t know him. I do have an issue with the fact that he was laughing as though the ordeal was funny and I did find it distasteful that a white man thought it funny or appropriate to refer to my cat as “***** my *****”. If I’d had a personal problem with him prior to the trauma inflicted upon my cat, I would not have let him attempt the grooming to begin with. I find their response to be inaccurate and they are seemingly missing the injuries to my cat. They have seen the pictures and are suggesting what, that their groomer didn’t know he did this. One of my biggest issues was that he didn’t tell me about any of the cuts, the missing nail, the bleeding and that he continued to attempt to groom a cat that was so nervous he defecated. ***** has been shaved and groomed in the past, by this very company. He was fine with the previous groomer. He is not an aggressive cat. When ***** was returned to me, he was in an enclosed carrier, so NO, I did not see the injuries until I took him out and even then, he was in a state of panic trying to hide. He did not want to be touched and I did not want to further traumatize him. My supposed dramatization of the issue is warranted. I was never told that ***** was aggressive, neither by the groomer or by the company. They never referred to this policy they are now referencing. Their response is the first I’m hearing of it. I was only told that ***** defecated on the groomer. He stated that ***** “took a massive ****” on him because he was nervous. This company is now trying to use a loophole to get out of refunding my money. Furthermore, the suggestion that the groomer has a largely satisfied customer base is ludicrous given his statement that he was just starting his second week with the company. No matter how they choose to look at the situation, I did not receive any of the services they promise to a satisfactory outcome. ***** does not have a completed haircut, ****** nails are severely damaged, and everything he attempted to do was not only done poorly, but also ended with a result that left my cat traumatized and injured. My issue is personal, but only in the fact that I love my cat like a child, not some personal gripe with a man I don’t know. The real issue here are the injuries to my cat, not this man’s tone deaf, racially inappropriate humor. 
  

• Initial Complaint

  Date:08/25/2022

  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.

  Called on Friday 8/19/22 groomer was scheduled at 1, didn't arrive until 1:30. I gave her my cat and upon the completion of service, my cat began limping. The tech noticed and immediately began saying nothing happened. I have called and each time they want me to do a new task: provide proof of vet visit, send us a video... etc... When I provided that, they tell me I can't prove they injured him. It is the techs word against mine. The cat was seen 3 days prior for his annual vet checkup and got a clean bill of health. My family members witnessed the cat walking normal before service. I now have $500 in vet bills as it's confirmed the cat has nerve damage as the vet deduced from no visible bones broken via X-ray and the way his arm is hanging when he walks. No manager will ever call me back, I have to call and check in every time and round and round we go. After finally getting a manager, They tried to offer me a portion of the service refunded. I asked for full refund and/or vet bills reimbursed to which they disagreed.

  Business Response

  Date: 08/26/2022

  Any injury to a pet is terrible.  Whether we are responsible or not, it is terrible.  We are in the business of making pets happy,
  healthy and beautiful.  So, it cuts to
  the bone to have the potential of harm.

  
  
  

  I will admit that the team did not handle the complaint
  properly or according to our procedures. 
  The Assistant Manager on duty, did not ensure escalation to the
  Manager.  Corrective action is underway
  to ensure proper communication and investigation.

  
  
  

  Specific in response. 
  Our manager was alerted to the issue on August 25^th (nearly one
  week after the event) and started the investigation process.  Upon first review of the information presented,
  we were not able to make a cause-and-effect determination.  The procedure performed has never, to our
  knowledge, resulted in an injury, beyond minor brush abrasion.  The groomer was skilled and certified in the
  procedure, and reported no abnormal behavior or incidents in performing the
  procedure.  The customer had her cat treated
  at a local Veterinary Hospital but there was no finding of injury or even a statement
  of diagnosis.

  
  
  

  In good faith, we offered a full refund for the services.  The customer refused the offer.