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:10/25/2024

  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.

  Our dog, ********, went to Salon Fido in ************, ** on Monday 10/14 for a routine grooming appointment. When he was dropped off he was in perfect health with no issues. When he was picked up an hour and a half later, he was in obvious emotional distress and couldn't bare any weight on his back right leg. When asked what happened, the groomer (*** ******) simply said "i have no idea what happened" and she went back into her salon. ******** was taken to the vet immediately the next morning, and we were told his hip had been completely dislocated. Again, when asked, *** stated she had "no idea what happened" When the vet couldn't get the hip back in place, ******** was sent to a surgical specialist. The surgeon got his hip back in place, but after a week he was rechecked (Thursday 10/24) and it was found his hip had dislocated again. ******** now has to have surgery on his back right hip on Friday 11/1. This will cause lifelong issues that he will now have to deal with. The owner of the salon, *** ******, has become unresponsive and won't reply to any messages regarding the surgery payment. This has been a nightmare for us, and for our helpless dog.

  Business Response

  Date: 11/19/2024

  In response to this complaint, Salon Fido goes to great lengths to ensure the safety and care of our clients during their stay with us. We love the pets in our care and would never intentionally or maliciously do anything to cause them harm. I understand that this accident happened while ******** was in my care and I have, in good faith and at great lengths, done what was necessary to resolve the situation.  
  I have worked tirelessly with the complainant's partner and have never shrugged off this incident as is portrayed in this complaint. A full explanation of what took place at my salon was provided to the complainant's partner when ******** was picked up. I have been in constant communication with the complainant's partner via text, email and phone conversations throughout this incident. I was not made aware that the complainant themselves had reached out and was expecting a response. It was my understanding that I was only working with the complaints partner as he is the only person I have ever worked with. 
  At the time this complaint was filed (10/25/2024), I had already paid for every vet bill, estimate and subsequent balance for every procedure done thus far to care for ******** without dispute and in good faith. When the estimate for the surgery became available, I also agreed to pay for that as well as any outstanding balances that may have remained for the surgery.  
  Prior to Terrances surgery I spoke with the surgeon (at my request) to better understand Terrances injury and the expected outcome of his surgery. I explained what had occurred at the salon. The surgeon informed me that although knee luxations are more common in small dogs, hip dislocations are not unheard of, in fact they can be the result of something as seemingly benign as one dog running into another at the dog park. 
  Therefore, the surgeon left me to conclude that it is not unreasonable to deduce that Terrances injury was the result of an unfortunate accident for which I feel awful. In the 23yrs. my shop has been in business; we have never had anything like this happen.  
  I contacted the veterinary clinic the day of the surgery to check on ******** and was told that the surgery went very well, and ******** was expected to heal completely and go on to live an active and normal life.  
  In conclusion, the complainant's partner and I have agreed that this situation has been resolved to everyones satisfaction.