Complaints

This profile includes complaints for Smoochie Pooch Pet Salon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Smoochie Pooch Pet Salon has 4 locations, listed below.

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  Smoochie Pooch Pet Salon

  9179 Lima Rd Fort Wayne, IN 46818-1803

• 

  Smoochie Pooch Pet Salon

  3311 Willowcreek Rd Portage, IN 46368

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  Smoochie Pooch Pet Salon

  210 N Court St Crown Point, IN 46307-3136

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  Smoochie Pooch Pet Salon

  705 Calumet Ave Valparaiso, IN 46383-4202

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:12/19/2024

  Type:Service or Repair 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.

  My dog had an appointment on Tuesday, December 17th for grooming at the ******************************* Pooch location. That appointment was made on Thursday, Dec. 12. The evening before her appointment my 10 year old dog hurt her foot, either a sprain or arthritic issue. She could barely walk and couldn't possibly ride in my car to get groomed, and it would have not been good for her or for the groomer.I drove to the office at 8:00 a.m. when they opened to explain the issue and reschedule our appointment. I also gave my groomer a $20 tip. She took a note in the computer that said I was taking my dog to the vet, when in actuality I didn't say that. I learned this after talking with CSR ***** that day via a phone call with a Valpo zip code. ***** requested that I send a video of my dog, which I did and showed her limping significantly. Today, three days later, as I predicted, she is barely limping, which is good news. This is probably the third time my dog has had an issue, and I knew it would go away in a couple/few days and will **************** I received a call from Smoochie Pooch employee *** with a Fort ***** zip code stating that I will still be charged a cancellation fee. She said it is because I said I was taking my dog to the vet, when I never said such a thing. I also strongly feel that *** was very condescending to me over the phone right off the bat and I don't appreciate that at all. I then spoke with the business owner, ***** ******. Our conversation was long and involved and he stated that he wasn't going to charge me the $102 cancellation fee but that I could no longer use their business. I was fine with that. However, after our contentious phone call, he DID charge me the $102 even after saying he would not charge me. I did record our phone conversation where he said he would NOT charge me the fee but I couldn't return as a customer. He also said that he tried to run my card on Tuesday but came back with insufficient funds, which he scoffed at.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair 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.

  My dog was scheduled for a grooming appointment on 7/5. I called on 7/3 and left message that appointment needed to be cancelled as my dog was sick and I didn't want to make anyone else's pet sick. The appointment was never cancelled and the company charged me a $70 no show fee on a card that I didn't know they kept on file, which is far more than I have ever paid to have a 4 pound yorkiepoo groomed. When I reached out I was called and liar and told that I never called and cancelled appointment that they have no record of this. I was also told that they have a prompt on their pin pad that ask permission to store your card information. I know this is not the case because I would never authorize my card information to be stored for fear of an accidental disclosure. I have always been respectful to this business. I have never complained when they didn't fully groom by dog but charge me full price for services or when I was called to come get my dog and found him soaking wet shaking in the back of a cage in the back room.

  Business Response

  Date: 07/07/2023

  Good morning ******,

  Upon investigation into this matter, we pulled call logs from Monday and Tuesday and show no calls from your account.  There were no voicemails, no texts, or emails left to cancel the appointment.  In regards to the amount charged, we charge based on frequency and your price you were paying was based on less than 8 weeks between appointments.  This appointment was past the 8 weeks so it was a higher price.  We have had no shows in the past on your account(from 2 years ago) so we do hold this policy very firm.  Our groomers are paid by the dog and no showing for an appointment and not cancelling does not allow them to be paid.  This is why the cancellation policy the way it is. 

  Have a good Day

  Smoochie Pooch Customer Service

  Customer Answer

  Date: 07/17/2023

  From: ********************* <******************> 
  Sent: Friday, July 14, 2023 6:59 PM
  To: Info@ mailbox <***********************************************>
  Subject: Complaint 20282926
  
  I am very disappointed in response to my complaint again what this organization did was unfair. I know For a fact the company doesnt pay the groomers what they make off the dog. Also the complaint says it Was longer than eight weeks from grooming however my last grooming appointment was May 8 and this appt was suppose to be July 5th. I believe what this company is say is nothing but lies. I work for an organization that can also pull phone records and i know that this is not always fool proof. 
  
  Never once has the company addressed keeping my card on file. Sounds like they can just charge you whenever they want.
  
  This company could have always offered me half my company back but it sounds like this company believe the customer is always wrong. If I truly didnt cancel the appointment, why would I spend so much time trying to get my money back.  If I didnt cancel the appointment I would pay the fees. I know that their time is important as is mine. I work in an organization that also has to deal with no shows
  
  Sent from my iPhone
  

  
  

  Customer Answer

  Date: 07/17/2023

   I am rejecting this response because:
  
  From: ********************* <******************> 
  Sent: Friday, July 14, 2023 6:59 PM
  To: Info@ mailbox <***********************************************>
  Subject: Complaint 20282926
  
  I am very disappointed in response to my complaint again what this organization did was unfair. I know For a fact the company doesnt pay the groomers what they make off the dog. Also the complaint says it Was longer than eight weeks from grooming however my last grooming appointment was May 8 and this appt was suppose to be July 5th. I believe what this company is say is nothing but lies. I work for an organization that can also pull phone records and i know that this is not always fool proof. 
  
  Never once has the company addressed keeping my card on file. Sounds like they can just charge you whenever they want.
  
  This company could have always offered me half my company back but it sounds like this company believe the customer is always wrong. If I truly didnt cancel the appointment, why would I spend so much time trying to get my money back.  If I didnt cancel the appointment I would pay the fees. I know that their time is important as is mine. I work in an organization that also has to deal with no shows
  
  Sent from my iPhone