Complaints

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• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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.

  5-16-23 Notorious dog - dog grooming I made an appointment for my goldendoodle trixie, we had been out of town in the country she needed to be groomed after the intense days of playing. Upon arrival the owner had her 3 pugs out without a leash and started to charge at my dog she did nothing. I knew my dog would have to be cut short which is fine but she shaved my dog completely she didnt call to ask if it was ok she even cut her whiskers off she left my dog unrecognizable I brought it to her attention today 5-18-23 - my dogs birthday I recorded the conversation I was respectful and I told the owner how upset I was and how she didnt even think to ask me if I was okay with my dog being shaved. They have many complaints like this. I have photos and proof that she caused razor burn all over my dogs body. I paid $135 and she didnt even cut all of her toenails she said my dog was annoyed with it so the groom was incomplete and she was completely inconsiderate and I would just like my money back and an apology.

  Business Response

  Date: 05/27/2023

  Yes, there was an appointment for ****** on 05-16-23  The complainant did not bring her dog in for the appointment, her sister dropped ****** off at which time I most certainly informed her that ****** would need to be SHAVED, that she needed to "start fresh" due to the extreme matting.  I spent ample time inspecting her coat and made it unmistakably clear that ****** NEEDED to be shaved.  My 3 French Bulldogs did come running out of the office when they heard the bell on the door, as they frequently do.  My youngest Frenchie is a bit obnoxious, easily excitable and did bark at Trixie.  My receptionist and I IMMEDIATELY rounded up my dogs and returned them to the office, literally within seconds.   I thoroughly explained to the drop off person that ****** needed to be shaved, she said she knew.  I had absolutely ZERO reason to think the owner of the dog was unaware of her coat condition or that her own sister wouldn't have relayed the conversation I had with her.  There was no reason for redundancy - to call the owner to explain yet again.  Doodles, Poodles, and MANY other breeds routinely have their "whiskers shaved off", it isn't at all uncommon, and is sometimes positively necessary, as it was with ****** and the condition of her face.  ****** was 100% NOT razor burned when she left our premises.  Sometimes when extremely matted dogs are shaved, it causes irritation that pops up later in the day, or can create an "itchy" sensation due to air hitting skin that hasn't felt air in months and/or increased blood flow to the area. - causing the dog the scratch.  I explained to the owner when she came by the salon 2 days later to complain in an attempt to have her money refunded.  The toenail clipping was not completed due to ****** being uncooperative and I made the sister aware at pick up time.  I would have happily completed with the owner restraining her dog if she requested. While she told me on the phone that she had no form of electronic payment (I explained we could accept Venmo, ******, ***** AND Cashapp), her sister finally told a male companion at pick up, after SEVEN minutes trying to get the sister to pay by phone, that her sister, ******'s owner, would Venmo HIM.  I do have video footage of all aspects, the sister dropping ****** off, me inspecting her coat, having conversation with the sister, my dogs running out and us returning them to a closed in space super quickly, of the entire grooming & bathing process and of the extremely long process attempting to collect payment via telephone for services rendered.  In all video footage, ****** is treated compassionately, properly taken care of, groomed, bathed etc.  The sister & male companion have no "look of shock or dismay" during the 7+ minute pick up process.  ****** is happily running around the salon, tail wagging.  They're petting her, interacting with her.  No sign of them noticing cuts/*****, there is no confrontation, no unsatisfied exchanges or anything remotely negative or concerning.  ******'s owner wasn't there for pick up or drop off.  I believe the owner never intended to pay for services and has lodged this complaint solely for that purpose.