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:10/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  On 10/14/23, our dog had a grooming appointment at this establishment. When we picked her up 4.5 hours later, she was unwilling to bear weight on her left rear leg and had a laceration on her knee that the business had glued. They stated she had run into a metal gate. We ended up having to take her to the vet ER due to her being in a significant amount of pain. After several vet visits, she was subsequently diagnosed with a left hip dislocation and fracture of her femoral head that required surgical removal (femoral head osteotomy). She is now on bed rest, with a lame left rear leg that *** result in lifelong disability. The mechanism provided by the business as to how she sustained the injury, does not fit and is not possible based on our conversations with all 3 vets that have provided her care during this ordeal.

  Business Response

  Date: 11/18/2023

  On October 14th, 2023, we did groom Trixie as we normally would. Typically, a full-service groom is quoted to take about three to four hours, due to frequent breaks to allow the dog to dry after washing and time to rest during grooming. This reduces stress from long periods of being worked on. We take the safety of all of our clients and stylists very seriously, therefore, we proceed with our grooming process at a pace in which both parties are most comfortable. 
  With safety as a number one priority, we also are sure to be as careful as possible when handling our clients and given the nature of our work environment we cannot always control when or where an animal decides to run. It is not unusual that a dog or cat acts out of character and we cannot prepare for it.  ****** had just finished up being groomed and was being moved to our waiting area that includes kennels where other dogs are also waiting. As our groomer was opening a kennel door to allow for ****** to enter, she ran to the other side and slammed into the edge of the metal door with her hind leg.  Trixie is on the older side and just like humans bones become brittle and easier to fracture. Our groomer wanted to ensure ****** was okay when she noticed Trixie bleeding. She picked ****** up and brought her back to ****************** looking for assistance with cleaning and sealing the puncture wound from the metal door latch.  Dogs are powerful, keeping that in mind, the idea that an older dog slamming its knee into the edge of a metal door could not create this injury is unreasonable.   I do understand that the veterinarians seem to doubt what happened but they were not there.  This was a terrible freak accident that could not be made up and there is no other explanation than what actually happened that day. Again, we take the safety of our clients very seriously and try our very best to ensure a positive experience for all. We are truly apologetic for the experience and value your business. We have no desire or malicious intent when handling your pets and have been as cooperative as possible throughout this process. We try to be transparent as we are in care of your loved ones and are empathetic towards the experience you have had with ****** as of late. Our explanation remains to be the truth and we hope you consider the care we had given to Trixie for the past few years.

• Initial Complaint

  Date:09/30/2022

  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.

  On September 8, 2022, my Yorkshire terrier, *****, died while being groomed at Groomingtails Pet Salon, *****************************************************************. See three (3) supporting documents, which are part of my complaint filed with the ********************************************************, ****** of ******** Protection.

  Business Response

  Date: 10/11/2022

  Hello,

      On Sept 8th ****************** brought her two yorkies, ****** and *****, in for their 3rd grooming visit to my salon. Her dogs were checked in around 10:15.  The groomer proceeded to wash both dogs and as we do not "force" dry dogs, they were both "fan" dried together.  The groomer got ***** out at around 11am and proceeded to brush him out and do his toe nail trim.  ***** began to bite and get stressed, as he had lots of burrs,  so our policy is to allow a "time out,"  which the groomer adhered to.  She got ****** out and did his nail trim and his brush out.  She then went back to ***** to try to continue his brush out.  He quickly got upset and seemed to go into a siezure,  we did administer CPR to stabilize his breathing and then quickly transported him to  the nearest *****************************  I Immediately called the veterinary ******************* gave us on her initial intake form to try to find out if there was any preexisting conditions that the Emergency Vet should know about,  as he was 12 years old. I was told that they had never seen *****, only ******. Both are 12 years old so this was confusing. This has been an extremely traumatic situation for both ******************, myself and the groomer. We did everything possible to save *****! Its horrible that he died in our care but we honestly did everything we could to save him!  He may have had a preexisting condition as he was pretty old but we just were not aware of it. 

  Regards,

    Kerri