Complaints

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:11/28/2023

  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.

  DO NOT TAKE YOUR PRECIOUS DOGS TO Imperial Animal Hospital Pet Lodge & Grooming!!!!! This is my Aunts dog Loki Moon he went to the groomer today with a luscious and beautiful tail. In the middle of the day they called her to ask if they could trim the mats off of his elbow and around his butt area. She said yes but to not touch his tail one bit. She got a call to pick him up and that they trimmed the mats off of his tail and when we got there and saw this handsome man his beautiful tail was no longer there. She specifically said do not touch his tail multiple times. And also shout out to **** (the head boss of both the groomer and hospital) for her complete and utter disrespect for her customers and her discard for the animals safety because when got home Loki continuously whimpered about his tail when we touched it also when he sat down he would CRY because of the pain. RUINED MY DOG!!!!!!!! Specifically told them DO NOT TOUCH his tail!!!!!! Decided to go here instead of a chain, like petco or petsmart…better off going to one of those. These people are complete idiots

  Business Response

  Date: 12/11/2023

  The customer,  expressed dissatisfaction regarding the grooming services, specifically the shaving of their pet's tail due to mats. Attached is a document from the grooming department confirming the incident. During a conversation with ******, she conveyed significant upset about the tail being shaved. ****** had given permission to address mats on the rear and elbows but explicitly instructed not to touch the tail. According to ******, the pet, Loki, is now yelping and experiencing pain, suggesting that undue force may have been applied during the grooming process.
  In an effort to address the issue, **** invited ****** to bring Loki in for examination by one of our veterinarians to ensure the pet's well-being. However, ****** declined the offer, mentioning that she had some Rimadyl at home from a previous visit and intended to administer that to Loki. Subsequently, ****** insisted on a refund for the hospital services provided that day.
  I inquired whether the services were performed as requested and if the overall visit was satisfactory, to which ****** acknowledged affirmatively. However, she argued that due to the alleged mishandling of the grooming, a refund for hospital services should also be issued. I clarified that the grooming services were not charged, and since we had fulfilled the requested medical services, a refund for hospital services would not be granted.
  This response prompted increased frustration from ******, leading to threats of legal action. I maintained our position that a refund for hospital services would not be possible, and the conversation concluded with ****** expressing anger, yelling at her husband, and the call being terminated.

   

  The grooming department does take the health and wellbeing of their clients as a priority.  Matting in pets, particularly in their fur or hair, can pose several health and well-being issues. Here are some reasons why matting is a problem for pets:
  Discomfort and Pain: Mats can be tight clusters of tangled hair, and as they pull on the skin, they cause discomfort and pain for the pet. This can lead to skin irritation, inflammation, and even sores if left unaddressed.
  Skin Infections: Mats create a warm and moist environment close to the skin, providing an ideal breeding ground for bacteria and fungi. This increases the risk of skin infections, which can be both uncomfortable and potentially harmful to the pet's health.
  Restricted Movement: Severe matting can limit a pet's range of motion, making it difficult for them to move freely. This restriction can negatively impact their quality of life and may lead to joint or muscle issues.
  Overheating: Mats can trap heat close to the skin, leading to overheating, especially in warmer climates. This is particularly concerning for breeds with thick coats, as it interferes with their natural cooling mechanisms.
  Hygiene Issues: Mats can trap dirt, debris, and even fecal matter, creating hygiene issues for the pet. This not only affects their cleanliness but also increases the risk of skin infections and other health problems.
  Increased Grooming Difficulty: As mats progress, grooming becomes more challenging. Untangling severe mats often requires shaving or cutting the hair, which may be stressful for the pet and may affect their appearance.
  Parasite Infestations: Mats provide hiding places for parasites like fleas and ticks. These pests can exacerbate existing skin problems and transmit diseases to the pet.
  Emotional Distress: Pets with severe matting may experience emotional distress due to the discomfort and pain associated with the tangled hair. This can lead to behavioral changes, including aggression or withdrawal.
  Regular grooming and brushing are essential for preventing matting in pets. For long-haired breeds, frequent brushing helps maintain the health of their coat, prevents mats from forming, and ensures a comfortable and happy pet.