ComplaintsforPlush Paws Dog Grooming

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 3 year old dog to Plush Paws Dog Grooming December 1st of 2023 at around 8:00am. Around an hour later Plush Paws called me to pick up my dog because he was done with the service. Once I arrived to pick up my dog the owner went ahead and charged me for the service and then proceeded to show me an open wound on my dog and claimed it to be a scab he already had prior to dropping him off. I then stated that wasnt there and they continued to try to say it wasnt them. I went home and looked at the wound closer and called Plush Paws dog grooming 10 Minutes after getting home to speak with the owner once again. She kept stating it wasnt her or her team who cut my dog and that they would never lie about it. She also stated they dont use scissors on that part of the body when you can clearly see its a scissor cut and she said if they wouldve done it they would let me know to take him to the vet. She never offered anything to me or my dog for hurting him.

  Business response

  01/08/2024

  On December 1^st at 7:58am ***** and her dog Boy arrived at our grooming facility located at ************************************************************. When *** arrived we did notice a little irritation on his stomach area. The groomer did and finished Boys cut. When ***** arrived to pick up Boy, we told her about the irritation on his stomach and she said that it was okay and that maybe he got into something or scratched himself. The area that the irritation was in, was in a place that doesnt have hair and that the groomers dont even groom around.

                 ***** paid and even tipped us $5. She left the facility and then called back. When we answered the phone she brought up her concern about the irritation. She asked if there was a way that the groomer couldve cut Boy. We explained to her that the irritation was there before we had even started and you could tell that it wasnt a cut. We told her she is more than welcome to go to the Vet and see what he says, and if he thought it was a cut done by us then we would be more than happy to take care of the Vet bill. She told us No, thats okay. We then explained to her again, that *** had arrived to our facility with the irritation on his skin already, but that wed be more than happy to cover any Vet bill if the Vet were to say it was done by us. Again, she said that it was okay and that she wasnt going to take Boy to the Vet. We hung up the phone with her and that was it.

                 ***** had the opportunity to go to the vet to see that the irritation on Boys stomach wasnt done by us and probably done by himself. She is claiming we cut Boy, but if that was the case then a vet couldve proved it, but she chose not to go to the vet even though we explained if we were at fault wed take responsibility and pay for any bills. She is wanting her money back but we dont see that its fair because we had discussed this whole situation with her when it happened and she didnt seem like she was too concerned.  

                 We do have witness to our conversations with us offering to pay for any vet bill if the Vet found us at fault. We do have cameras in our facility and even offered to show her that we never even cut around that area. She chose not to see them because she said it was okay. Overall, we dont see its fair to refund her the money as we gave her every opportunity to see the videos and to take the dog to the vet when she chose to do neither. We take pride in being transparent with our clients and take complaints like this very seriously. We are extremely cautious and loving to all of our clients.

   

  Sorry for the delayed response as we were closed for the holidays.

  Customer response

  01/12/2024

   
  Complaint: 21016086
  
  I am rejecting this response because: On December 1st, 2023 when I arrived to pick up boy I walked in and paid for the service with leaving a $5 tip before the groomer even brought out my dog. Once my dog was brought out to me the owner went ahead and showed me what they are claiming is an "irritation" on his skin. They said it wasn't them and that my dog already had it once it was brought in, they told me they found it after they took my dog a bath. Plush Paws never called me when they found the so called "irritation" on him. The owner never offered to pay the vet bills or show me camera footage. They denied everything since they showed me the cut. I never said it was okay.

  I went home and took a closer look at my dog and decided to call Plush Paws and speak with the owner because I was very concerned at the fact the wound looked very fresh. The owner over the phone kept denying they cut my dog and stated " We would never lie to our customers". They stated if they would've done it they would've told me it was them and they would then pay the vet bills. Vet bills are very expensive and I was never guaranteed they would pay the vet bills in writing if i would've took my dog. It was all by word. I've owned dogs for a very long time. I have learned how to take care of my dogs with home remedies and safe ointments and ingredients.

  The owner just ended up denying the whole thing but they never once offered to pay any vet bills or even offered me to see the camera footage of anything in person or over the phone. I have witnesses that my dog is 100% an inside dog and I also have witnesses of the phone call with the owner once I called them at home. I think it is fair for me to get a refund because they should've notified me as soon as they claim they found the "irritation" before even deciding to proceed with the grooming service and because I was charged the service before they even showed me my dogs wound.

  
  Sincerely,
  
  *************************

  Business response

  01/15/2024

  To whom it may concern,
  

       As a company we would never lie. As stated in our previous letter, we do not feel it is right to refund her the money. We have witnesses to all of our conversations with her, we did offer her to see the videos, and we did say wed pay for any vet bill if they found us at fault. If she felt so strongly about this matter, she was more than welcome to take the dog to the vet. Like she said, she knows her dog so I dont see why she wouldnt have taken the dog to the vet to prove her point, especially when we told her wed pay for it several times.
       We do not want to refund her the money because she is making false claims about us, our business and our integrity.She had all the options, yet she chose to do nothing.
  

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