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:05/30/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am attaching the hospital records with MRI imaging that show my dog suffered a traumatic injury. The business is lying since they have an online booking process and I never spoke to a receptionist and indicated that my dog was acting funny. They do not provide a date or time for that conversation. 

  
  

  
  
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  alling and texting, ***** did call me on Sunday when I first called. ***** really didnt offer any information as to the way my dog was groomed and what ***** meant when she said **** was wiggly. He told me ***** would call me on Monday and she never called. I called again on Tuesday after the vet told me that he had a traumatic neck injury per the ***s and again ***** didnt really offer me any real answers. I asked him about video cameras on the truck and he said they do not have any. I still never heard from *****. I highly recommend that you do not use **** Life. They killed my perfect *********************. He was the most active dog before his grooming appointment.

  Business Response

  Date: 05/30/2023

  Id like to start off first and foremost by expressing my deepest condolences for your loss. It is devastating to lose a furry family member, and we do not wish to discredit our sympathies with this response to your review.  
  
  We fully vet each of our groomers during the hiring process and ***** is one of our top groomers, and has been for years.  We take every complaint seriously and strive for customer satisfaction always.  After talking to ***** and the other groomers that have serviced **** prior, and upon reviewing all notes in your file history - we know that **** was always a wiggly pup for grooming. Many dogs are wiggly, fussy, tap dancing and non cooperative for various parts of the grooming process and that is why ALL reputable groomers have a general liability waiver to perform our services. Its never any groomers intention to hurt a dog but with live animals and sharp tools, accidents do happen in the grooming industry.  
  
  We stand by our team and know that ***** would never intentionally cause harm, and we are very sad and confused to have the blame placed on ** as we are extremely transparent company wide and pride ourselves on honesty.  All of our groomers are trained in the rare case of injury or medical emergency to firstly prioritize the dogs safety, and secondly to immediately contact the pet owners and business owners for any further steps.  
  
  There was nothing incidental or out of the ordinary during Codys grooming appointment or ***** would have taken those measures.  It is more likely that **** potentially injured himself prior to grooming and ***** expressed to you that he was wiggly more than the notes in our files had indicated? Or possibly he was injured after the grooming? Our receptionist documented that you had said he was acting funny when you scheduled the appointment and that you expressed instruction for the groomer to avoid any parts of the grooming process that might stress **** out, which is why we suspect he was possibly hurt before the grooming. We also didnt get a call from you until 4 days after the grooming appointment which is a significant amount of time for an incident to occur post groom as well.
  
  Its unfortunate that our furry family members are unable to verbally communicate with **, many dogs are stoic creatures and dont let on their injuries in an obvious way until its exacerbated.  As pet owners ourselves, we have seen this with our cats and dogs, as well as customers.  
  
  We hope you might consider removing your reviews, as we did appreciate your patronage and the other groomers didnt have any part in this except for providing **** wonderful grooming experiences in the past.
  

  Business Response

  Date: 05/31/2023

  Unfortunately, theres no way to actually blame anyone. We provided a service and **** was fine after grooming it wasnt till 4 days later the client went to the vet. Thats a considerably long time considering the damages being claimed. We have a a+ track record. We are licensed and insured. And our insurance company had been notified and all proper documentation submitted. 

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The owner of **** Life Grooming has failed to provide any medical documents to rebut the medical documents I have submitted. Any medical professional knows that traumatic injuries to the spine and neck do not immediately show symptoms. The symptoms show up as the swelling increases. This statement is not supported by any medical proof. As to their insurance carrier they have failed to respond to my calls or emails. **** Life Grooming is acting in bad faith in attempt to resolve this matter and defrauding their customers by suggesting their are fully insured.   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/09/2022

  Type:Order 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.

  This company went to **************** for a mobile dog grooming appointment I booked Saturday Nov 5, 2022 about 9:30 am. the services are chosen based on the information you input into their system. I booked a 10-fuel surcharge and 155 small (***** Lbs.) long haired grooming fee. They picked up the dog from the house, and said she was matted, but never represented any additional fees. Upon returning the dog, was billed ****** dollars to an **************** in my name. My mother indicated the dog was still dirty (pictured proof), shivering, walking in circles, and under duress. within 48 hours the dog passed away. The dog was 15 years old, but was under no duress prior to pick up. There were 2 charges not discussed when I asked for a receipt. a SPECIAL HANDLING (SMALL PET)1 $35.00 and MATTED PET--SM1 $30.00. There was never a communication about these additional charges verbal or written. Additionally, the charged a tax total of ***** for the services they listed (fraudulent and otherwise) of ******, this calculates to a tax rate of ***** % when town of Oyster Bay rate is ****%. During a text exchange with someone from the company the "when you pay with the card you are taxed" indicating additional sales tax fraud for people who pay cash. I asked for an explanation for the small dog fee considering they base their pricing on size to start with, I received no explanation and refused a refund. ******* do was mentioned upon pickup, but no disclosure that this was an additional charge, especially since the did not brush out the matting, only cut the hair shorter where they were supposed to cut anyway, no explanation and refused a refund. Fraudulently billing for incomplete services (dirty dog when washing supposed to be included)******** additional fees not agreed to in advance. (65$ in additional fees) Animal harm (resulting in death)Illegally charging a tax rate that is not appropriate (*****%)Probably not properly collecting tax for clients that pay cash.

  Business Response

  Date: 11/09/2022

  We are a dog mobile company that was hired by ********************** to cut right through the concern about the complaint, it states on our website clearly that any dog that is requiring special handling due to age or being matted Will incur an additional fee. We never charge clients upfront. Everything is always collected after the service is completed however all charges are stated before services are performed. Additionally we have 2 signed waivers that his mother signed acknowledged for the matted and special handling charges . These can be emailed as well as uploaded if needed. As far as the sales tax concern, Nassau County sales tax is *****%. Our prices on our website are cash discounted already. If a client chooses to use an alternative method of payment such as a credit card there will be a 4% adjustment to that price so it changes the price of the grooming by 4%.  Which is how he is interpreting the extra charges as ******%. All prices are transparent on our website. With over **** 5 star reviews all over *************** and yelp and a clean record for 7 years, we have never had a complained filed against us. Its very unfortunate that his dog passed away however we did our job above and beyond. We have pictures and videos showing how matted and neglected this dog was. Pictures can be emailed or upload please email us. He did a stop payment on his credit card which isnt the right thing to do at the end of the day after calling and cursing our staff out. Please be considerate in the future.