Complaints

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• Initial Complaint

  Date:08/23/2023

  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.

  In past 8 months, I have paid Pampered Pets over $908 for grooming services for my two Shiloh Shepherds. The last two times, was charged much more without any notice of rates being raised. The owner claimed dogs were matted despite being groomed every 8 weeks. It was taking over 7 hours to groom 2 dogs. Last week, my one dog was not brushed but I was charged $75. Nails were not done and my bigger dog was badly shaved by a person not licensed to be a groomer. Both dogs were extremely anxious which is against their nature.
  I did investigating and found they were put in a cage together in a drying room with no ear protection. In addition I have tipped for over three years and found the owner keeps the tips to “ provide lunch for her employees “ when I wanted it to go to the specific individual. An unnamed former employee told me that dogs are not walked outside as claimed and left in cages for hours. Average time is 7-9 hours.
  She did say she would reimburse me for last weeks visit by a check when I offered to show her the bag of dog hair I brushed after he had been “groomed “. I want this business to be evaluated for its business practices which I believe are unsafe for the animals.

  Business Response

  Date: 10/09/2023

  Dear ***,

  In response to our conversation.  Claire came in on the 22nd of August and complained about her grooming.   I apologized to her and sent her a check in the mail for the total of the groom plus the tip she left on the 23rd.  It had been ten weeks since her last visit and one dog was only charged 25.00 for a brush out and the other 100.00 but has a lot more coat than the other dog.

  I meet all state requirements for grooming and I am inspected on a regular basis.   The armpits were clipped after getting permission from the owner. The groomer that did it has groomed for over 20 years.

  They were not in cages but in x-pens in the grooming room.  Our drying room is only large enough for a grooming table and person drying the dog.  They can’t sit in the drying room.  They only went to the cage room after they were finished being brushed.  The owners were back before they sat for too long.                                                                                                                                                     The tips are pooled because we work as a team.  This way everyone gets something because not everyone tips. This way the receptionist is included as well.  I have talked with employees and they are happy with it.   I put the rest in for their lunches. I bring my own lunch so I don’t take part in lunches.                                                                                                                                                 Employees have to sign off on walking dogs on a log sheet.  If a dog is there for 2-4 hours we usually don’t walk unless they are elderly.  Her dogs were taken out twice during the day and allowed to lay down and rest between brushing sessions.

  I have “happy hoodies” for the dogs being dried to protect their hearing and I have ear protection for the employees to use.

  We try and do our best on every animal. We all love her dogs but realize we can’t do the job to satisfy her as much as we would like.