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Business Profile

Pet Grooming

The Dog Salon

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Grooming.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 am rejecting this response because: The business has provided false information. Both times that I attended the salon I had another party with me who has confirmed we NEVER asked for a full refund either time visiting. The company continues to be dishonest in their practices. The first time we simply asked them to cut more hair at the top of our dogs head which they reluctantly did. We asked for more hair to be taken off and they were mad that we said something about it the first visit. They need to just admit they did not provide the services as requested instead of concocting lies. 

    have POOR customer service. If they couldnt provide the service, they shouldve advise THAT instead of lying and saying that they did.

    Business Response

    Date: 02/22/2024

    The client brought in a puppy for its first grooming service ever. Our policy which she did sign and agree to states that we do not do ear plucking unless requested but there is no charge for the client for this service. It is a FREE service. We did pluck the ears lightly, also per policy we are non aggressive with ear hair removal as this can cause ear infections which was explained to client. Puppies who have never had this service find it quite shocking and somewhat painful which was explained to her as well and that the puppy will adjust in time and the ears can be more thoroughly addressed as the puppy grows. Client seemed to understand these things when she picked up her pet. She did phone later and ask if we could remove more hair and we were happy to offer her the solution of bringing the puppy back the following day so we could re visit the possibility of removing more hair after the puppy had some time to just decompress after the first removal. She initially agreed to this but then phoned later and said she could not come by and requested a refund. I explained the service is a free addition to the groom and that we could not offer a refund for a free service. we also explained everything concerning the age and safety of the pet thoroughly to the client. She did then leave a bad review after a refund was refused and I again tried to explain our position. This client has only visited our salon twice and both times she has indeed requested refunds for services provided which is documented in her charts. We take our customer care very seriously and will always offer reasonable solutions to any issues that come up.

    Business Response

    Date: 02/22/2024

    The review itself asks for a refund, this again is evidence provided by the client that a refund was indeed asked for. I can only continue to state that we don't offer refunds for FREE services but we do offer corrections which was offered and refused. I am unclear about the accusation of our company lying to or about the client. Our reputation in the community does offer some insight to the care we consistently provide to our clients. I am not sure how a refund (full or partial) is owed for a free service. I would like to add that again the pets care was put first here, which is why there was not more hair plucked initially. Against our professional opinion, but in line with the clients request to pluck more hair - we offered to do this again and it was refused. We do corrections anytime clients request them. We offer refunds for paid services when they are relevant and due to a slight made by the salon. This could have been resolved when we invited the client to come for the correction as we were more than willing to do that for them.

The Dog Salon is NOT a BBB Accredited Business.

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