Complaints

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• Initial Complaint

  Date:07/01/2024

  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.

  Dont give them your credit card or they will charge whatever they like. Very pushy. Very money focused. Didnt comment on my dogs temperament, how they did, etc, just how much they were matted. I had not been able to find a good groomer going in and made it clear that they would be worse for wear. I also bathe and swim them regularly and this adds to matting since they have thick curly coats. I comb and brush them regularly. Shaving is ok when needed but my female doodle was butchered. Uneven shaved so you can see her pink skin and ears and head that see not matted at all. I specially asked for ear hair to be pulled as this doodle has a lot and needs come out to prevent infection. This was recommended by all of my vets. They didnt do it even when I asked while they were here. They overcharged me the first time but then said we will discount you next time. There is no next time so what a scam. The owner was brash and condescending. Asking me if I could afford this. I clearly told her I was a psychotherapist and wouldnt be able to answer the door during grooming. She said ok but then rang the bell many times and then continually text me for payment. Said they couldnt leave until they were paid. *****. I repeatedly said that I wasnt comfortable with a card on file but she didnt listen so I gave the card and she overcharged me. I messaged her yesterday and not a peep in response. She wants your money. She doesnt care about your dogs. She also left my dogs in the house with leashes stacked when done with the groom . How safe is this? I was working in my office and had no idea. They could have tangled up or hurt themselves. I also specially asked for no fragrance because I am allergic and while their bodies didnt have smell, the heads did. Maybe from using tools they use on perfumes dogs. more to write but out of space

  

  Business Response

  Date: 07/24/2024

  We have several issues with this complaint.
  
  1) The client was not honest with us about the condition of her dogs when she made the appointment with us, and is not being honest about the condition in which they were presented to us. In most cases, we would have refused to perform service given the condition they were in, which was clearly neglected for an extended time. Any claims of brushing between ****** are highly dubious given the condition the dogs presented.

  2) The attached service agreement, singed by the client, makes very clear that if we determine a coat removal is necessary, it will dramatically alter the appearance of the animal. We do not de-mat dogs by brushing, as this is painful and traumatic to the dog and we simply won't put them through that. It was obvious to our groomer that these dogs had received no kind of maintenance in an extended period of time.

  3) The attached service agreement also makes clear that we never quote an exact price without first seeing, working and getting to know your pet. Prices are subject to change based on a number of factors, including but not limited to: age, coat condition, temperament, length of time between ******, accessibility of the pet. In our groomer's estimation, the coat was neglected to the point that it needed to be removed, and the length of time between professional grooming sessions was clearly extremely extended, if they had indeed ever been seen by a professional groomer at all. Therefore, the final price was considerably higher than the initial estimate. It is on our client's best interest to be completely candid with us in the initial conversations, so that we will know what we will find upon arriving and be able to give a more accurate estimate, and that did not happen in this case.

  4) To the complaint that we are "money focused", that is misleading to say the least. Our focus is on the condition and comfort of the pets in our care. Of course, we do run a for profit business, and there is considerable overhead, and so we must charge for our time and our work. We feel our pricing and policies are fair and even generous, as illustrated by the many rave reviews we have received on our ****** business profile, but we will not be taken advantage of, and we feel that is what was happening in this case, given the large disparity between what we were told in initial conversations and what was presented at the time of service.

  5) To the complaint about fragrance, we never apply any sort of fragrance as part of our services unless specifically requested and supplied by the client. In this case, we specifically used a fragrance free product, which we bought special for this instance. We did not apply any fragrance or any scented shampoos at this service.

  6) Lastly, the service agreement makes it very clear that payment is due at the time services are rendered. When our clients are often not immediately available to render payment, we ask that they leave a check in a prominent place for us to retrieve upon returning the dogs to the home, or to place a card on file with us. We have never before had any sort of problem with this arrangement. This client states that they were engaged in other business and therefore not available to render payment upon completion of services, which the agreement makes clear is unacceptable. The client resisted several attempts to retrieve payment before eventually relenting by giving us a card number over the phone. Frankly, we suspected the client was attempting to withhold payment.

  To conclude, we do not feel any refund is warranted. The services were rendered to the best of our ability and in a manner conforming to our policies.