ComplaintsforMarcy's Dog Grooming and Boarding

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dropped my dog off for grooming and 3 and half hours later he was still not done. When I showed up to get him he was half done and I was still charged 60 dollars which they made me pay before they would bring my dog out. They over book and make you wait most of the day. Then they make excuses for every question. I don't drop my dog off to sit in a cage for 3 hours as they do other dogs before mine. I would not recommend them to anyone. Their services have gone down hill over the years we have taken him there. It has always been 3 hours and that was fine. But when you show up 3 and a half hours later and they have not really started on him is ridiculous. Then charge full price for a half cut pet.

  Business response

  03/16/2022

  Business Response /* (1000, 10, 2022/03/15) */ Owner agreed to call when the dog was finished. The dog was being worked on when the owner showed up but she refused to wait for us to finish grooming the dog. We would have happily finished her dog but she refused. We let her know she chose to take her dog unfinished and was still responsible for the bill because she was the one choosing to not allow us to finish. The groomer was available for the dog to be groomed and ready to work, owner agreed upon drop off to have the full service done but chose to take her dog unfinished. Our facility has video footage of the dog through out its visit as well as footage of the owner taking the dog unfinished. Our facility would rather take our time with a pet then rush the process, we want to do a job well done and not rushed. We recognize when dogs are stressed and allow times for them to rest so they can have a positive experience. Each dog has different needs or different moods at each visit which may make a groom last longer one day or go quicker the next. We know during these times many customers are stressed and don't want to leave their pet, we offer an express groom which is available for a small up charge for those owners in a hurry. She could have chose this option for her pet if desired. We value the dog, we enjoyed working with him and over the years learned his moods to know when he was stressed or needed a break or just needed a pat on the head. We could tell the owner was distressed over personal matters and we are saddened by that and wish the best of health for both them and their sweet fur-baby. Consumer Response /* (3000, 12, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said 3 hours as it has always been I show up after 3 hours and they just got started on grooming. We don't take our pet there to sit in a cage for 3 hours. They have never mentioned an express grooming to me. And yes they can show the videos all they want it will prove I'm telling the truth. It is not my fault they over book and I drop my pet off and they don't get started for 3 hours. We have used them for some time and they have always said 3 hours. And it's fine if they want to lie. We have found an awesome groomer who cleaned up their mess and she even said they over book. And our new groomer is awesome and did a fantastic job in an hour. She takes a more reasonable approach to getting the pets done on time. We will refer everyone we know to the new groomer.so let them keep the money.

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