Complaints

This profile includes complaints for The Paw Spa Elite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Paw Spa Elite

  1721 S Morgan Rd Oklahoma City, OK 73128

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  The Paw Spa Elite

  135 Cedar Branch Way Mustang, OK 73064

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  The Paw Spa Elite

  10600 S Pennsylvania Ave #9 Oklahoma City, OK 73170

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:11/15/2024

  Type:Billing 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 took my puppy in as I always do and have for the last two years. Ive noticed an increase in different employees over the course of the last six months or so , we are not greeted kindly at the door anymore, and my puppy has been coming back, seeming stressed out rather than happy as usual. This last visit was the worst. They offered a free conditioning fee and then they tried to charge me for it as well as, trying to charge me for a handling fee when shes been going there for two years and Ive never had that problem before I feel like these people were just upset because I needed to reschedule the time due to a work incident however I ended up making it on time anyways Only after they threatened to charge me for a rescheduling fee ! They did a terrible job on the haircut of my dog they didnt get her body washed properly. She still had dirt on her. Her feet were cut crooked and her face wasnt cleaned up the way I asked I had called the store and asked for a manager to get a hold of me so I could show them the pictures and the text messages and file a complaint , they never called me back so now Im taking it to the Better Business Bureau so they can be accounted for their bad business. Also, I would like to add I do have text messages between the company and myself proving that Ive tried to dispute this with them and they refused to return my phone call I would also like to point out that her haircut is normally $55 and they sent me an invoice for $95 charging me for the free conditioning fee as well as a handling fee again that Ive never seen before.

  Business Response

  Date: 11/15/2024

  .We have had the same staff member greet Ms **** for over a year now. The original groomer that groomed Honey  refused to groom her because Ms. **** frequently cancels, reschedules and brings her sweet pup in bad matted condition and it's cruel to demat a dog  so she passed Honey to another groomer When dropped off she was told Honey Bee needed to be shaved but she didn't want to do that. So after working on the dog ******* called the owner and asked what to do and was advised to let the owner know we could not perform a full groom without a short cut &  She  agreed to a bath and tidy only which is only trimming the pads of feet, the sanitary area &the corners of the eyes. The deep conditioning charge She is referring to is a confusion. We did give her a free deep conditioning treatment but the condition charge is what we do charge for matted dogs and is in our agreement that is signed at the clients 1st appointment. That charge was removed as a courtesy since we didn't demat or shave the dog.She mentions the reschedule fee. That day she was trying to cancel last minute and we do have late cancel and or no show fee that is an agreement is signed when you book your dog's appointment. This is our policy for all clients. She was only charged the $55 bath and tidy service since it was the service she did receive. When she came to pick up she was screaming and not wanting to pay her bill &calling our staff a******* She complained about the haircut but her dog didn't receive a haircut to be messed up. She wanted an immediate call after not getting the answers she wanted from our staff so proceeded to call our other salons multiple times the same day demanding calls but after her aggressive behavior we felt it best to have no additional contact.All  screenshots of the files are not fitting but I am happy to provide you a link to our policy agreement &copy of her signature on it.
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  They are lying about what actually happened. I never called anybody an a****** thats crazy. Also, I didn't call salons multiple times. I called one other salon to ask if they all had the same Owner or if it was different owners because I was not sure if they would relay the message considering the hostile environment that I was in.  Also, they are lying saying I cancel often. I was trying to reschedule that morning due to a work issue, but I made it on time. Luckily, I had another employee ***** the job site. Also, nobody has ever refused to cut my dogs hair. ***** was the one who cut my hair up until July and after that it was miscellaneous people which is why I only took her sparingly. I would like to keep the same groomer so they can grow a bond and relationship, those people are very rude and I do not recommend going there ever the fact that they are lying about what actually happened blows my mind and I feel like that's defamation of character. They are just upset that I called them out and they didn't do the job they were supposed to do. We had a verbal agreement  Testify in court on that they cant 
  Sincerely,
  
  ***** ****