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:07/14/2023

  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.

  I am writing to express my utmost disappointment and dissatisfaction with the grooming service I recently received for my dog at your establishment. Despite paying the full amount, the grooming service was incomplete, and the attitude displayed by the manager during my interaction was both unnecessary and unprofessional.Firstly, when I brought my dog in for grooming, I clearly requested a full groom, including trimming her feet, face, and a sanitation shave. However, upon picking up my dog, it was apparent that none of these services were properly executed. Her feet were left untrimmed, her face remained untouched, and there was no sign of a sanitation shave.What adds to my frustration is the fact that I was charged the full amount despite the obvious lack of completed services. I find it unfair and unreasonable to pay for a service that was not performed to the agreed-upon standards.When talked the manager to address these issues, I was met with an unnecessary and unhelpful attitude. Rather than accepting responsibility for the incomplete grooming service, he attempted to shift the blame onto me. I brought my dog to your establishment with trust and the expectation of professional care, but this interaction left me feeling disheartened and unheard.Furthermore, it appears that the groomer may have taken a shortcut by removing a small piece of hair just to claim that a full groom was completed. As a result, my dogs appearance remains largely unchanged from when I dropped her off. This further raises concerns about the level of care and attention provided during the grooming session.I kindly request a full refund for the incomplete grooming service that was provided. I believe it is only fair and just considering the circumstances. Additionally, I hope you will take this feedback seriously and address the unprofessional attitude displayed by your manager. Customer satisfaction and a commitment to excellence should be cornerstones of any reputable business.

  Business Response

  Date: 09/19/2023

  We wanted to respond to this claim to the Better Business Bureau that one of our clients, ********* ******* ******** made. **** *************** contacted out facility after picking a pet up from grooming. **** ******* ******** was informed at pick up about pet's temperament at the time of groom. The pet was not medicated at the time of groom which owner was informed previously that pet needs to be medicated in order to complete grooming services. The owner did not medicate pet. 

  
  

  Our grooming team still attempted to do groom. The pet was challenging the groom, so our pet was not completed. **** *************** was charged for the full amount of groom. **** *************** was unhappy about this and reached out to leadership team here to see what could be done. We ended up refunding full amount back to owner for groom but mentioned in the future, if pet is not medicated, we will not move forward with any grooming services.  

  
  

  **** ******* | Operations Manager |  Heart + Paw 

  Berwyn, PA | Phone:  ###-###-####