Complaints

This profile includes complaints for Wag'n Tails Mobile Grooming Conversions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Wag'n Tails Mobile Grooming Conversions has 2 locations, listed below.

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  Wag'n Tails Mobile Grooming Conversions

  12633 Heather Park Dr Granger, IN 46530

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  Wag'n Tails Mobile Grooming Conversions

  12806 Sandy Ct Granger, IN 46530

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:10/24/2023

  Type:Product 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.

  I purchased a 2023 ram promaster fully converted into a mobile grooming *** June 2023. In June (2.5 weeks after reciving) the ** unit condensation flooded, but the unit was intact. I called them and made them aware of the issue. Now, The overhead A/C unit they installed did it again and is broken. After calling them, they admitted that its a defect in the design for the ***s they produced. (Not a defect of the ac device, but a defect caused by how they built the conversion) And many of people are having the same issue. Not only did they KNOW there was a defect, but they did NOT reach out to people who purchased defective models. (Such as myself, who already made them aware mine was defective) Theyre just waiting for people to call with issues. I live in ********** and my grooming business is going to be affected because I cannot groom dogs in a hot ***.they have also said there is a waitlist to have new ** systems delivered and then vehicle sent to repair (which could take months on top of waitlist time) I am now at the end of that list even though I was part of the initial people to come forward with issues. They sent out defective ***s and didnt notify people when they discovered it .

  Business Response

  Date: 10/31/2023

  *******,
  
  We are sorry that you are continuing to have problems with your air conditioner.  We certainly do not want any of our customers to have an experience like this and we strive for each vehicle to be trouble-free and durable through its entire lifecycle.
  
  We disagree with the assessment that there is a defect in the design of the van. Rather, we have found that the air conditioner as originally designed has, in some cases (but certainly not all), not been capable of managing the water effectively in our application.  As a result, we have worked very closely with the supplier of the air conditioner in the time since you first contacted us to develop solutions to better manage the water.  As a result of this effort, the supplier has implemented several modifications, which include: 1) insulation of the air box, 2) insulation of the mounting plate, 3)added height to the condensate drain pan and 4) added insulation to the internal compartments of the air conditioner.  Along with these improvements we have created an installation sheet specific to our application which addresses some common installation issues, to make sure these are corrected upon time of service.  Lastly, we offer several recommendations for proper operation.  Overall, we have found these solutions to be very effective in improving the management of water.
  
  Anyone needing assistance with their air conditioner will receive it.  In your case, we simply were not aware that the issues continued to persist.  Items 3 and 4 require that the air conditioner be replaced, which we are in a position to do for you.  At the same time, we will request the service center to address items 1 & 2, if they have not already been addressed.
  
  Please let us know if you would like to have the service performed by *********** or if you would prefer for us to work with another service agent, so we can get materials heading your way as soon as possible.
  
  We look forward to this opportunity to make things right.  In the meantime, please let us know if there is anything else we can do on our end to assist.
  
  Thanks,
  
  
  
  *********************
  Head of Customer Experience
  
  Direct ************** | Office **************
  Web www.WagnTails.com | Email **************************************
  Address ***********************************************************************************************