ComplaintsforJV's Grooming

• Initial Complaint

  01/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,A grooming appointment was requested and fulfilled on 1/11/22. We were unhappy with the grooming services that were rendered. We attempted to call the owner, *****, on 1/12/22, and explain the problems that we found with the groom. We asked how he could rectify the problems. The owner became extremely defensive. Wouldnt let me finish what I had to say. Said he offered no refunds, and abruptly hung up on us. He was very defensive and rude and unwilling to help.

  

  Business response

  01/18/2022

  On 1/11/2022 ************************* the owner of her dog of whom she arranged the grooming appointment for her pet that day and of whom at time of the pets appointment ************************* was then established as first time clientele with J. Vs Grooming. ************************* was given paperwork to fill out at check-in to get herself and her pet registered. These documents show and agree to J. vs Grooming policies and procedures for the pet being groomed day of the services and both parties agree to such services. J. vs grooming can provide the BBB further information of these services via these documents if Jvs Grooming needs to do so, so that Jvs Grooming can defend the complaint against Jvs Grooming/*****. The day of the pets grooming appointment ************************* simply had filled out all papers that J. Vs needed to have on file, signed all agreeable contracts and release forms. Then at time of registration ************************* did not once mention any concerns or style of clipping or further grooming concerns towards the Jvs Grooming staff/groomer/***** that morning. She then was told by the receptionist that we will call you back as soon as your pet comes to a completion of her grooming services to pick her up within the next 1-1.5 hrs.? and ************************* then exited the facility. After 30 minutes or so ************************* did call the office to advice the Receptionist and the groomer about some grooming Concerns. ************************* told receptionist to please leave the pets face as is and do not shave it or make it look like a poodle and that her pet as well had some warts/small growths on her body and to be careful when clipping the dog. This was all the concerns that ************************* mention to JVs Grooming and staff. Furthermore, upon completion of her pets grooming session we called her back to advised ***** that her pet was ready for pick up. When ***** arrived back to pick up her pet, she again did not hesitate or mentioned any concerns or complaints to the receptionist/staff/groomer about the completion style of her pets grooming services. ************************* simply paid her rendered services payment of $90.35 via her **** debit/credit card 1/11/22 again signed all release forms and proceeded to leave the facility. I ***** then saw ************************* leaving with her dog outside and mention if all was ok and thank her for her business and she replies yes, thanks and drives away. The next business day 1/12/2022 J. Vs Grooming receives a phone message indicating that ************************* was terribly upset and unhappy about the entire services rendered at Jvs Grooming establishment on 1/11/2022. However, this complaint left on the office phone via a message on 1/12/2022 was not from *************************** voice herself. This complaint was from Marias daughter *********************** calling on behalf of her mom ************************* and to say the concerns/complaints about *************************** pet grooming services. I ***** the groomer and owner of J.Vs Grooming believe and think this complaint is false to complaint about and is bogus due to the facts that ************************* is J.Vs Grooming client and not her daughter *********************** of whom ************************* was given or had the opportunity to speak up about the services rendered on 1/11/2022 and she never said or mentioned anything to any one of Jvs Grooming staff. I ***** strongly believes and should be that the establishedclient or the person Registered and of whom agreed to all services the day of *************************** pet grooming session should be the one to legit make any remarks and concerns towards Jvs Grooming and not her daughter **** of who **** is not the owner of Marias pet. Plus, Marias daughter did not schedule the dogs appointment, nor did she show up at time of drop off and at time of pickup of the pet, nor did she fill out any papers or signed any documents about Marias pet. After the day of the grooming appointment and till this day 1/18/2022 J.vs Grooming and staff has not heard a single call, or voice message or any message or complaint from ************************* her complaint nor herself from 1/11/2022. I ***** strongly believe **** her daughter of ************************* has no right to call or file a complaint of such services rendered towards Jvs Grooming establishment because I ***** believe that its up to ***** herself to call the office, speak up for herself, and let her concerns be heard to Jvs Grooming and not via her daughters words/complaints since ************************* is the owner and client of the pet that was groomed on 1/11/2022 by J.vs Grooming. I *****, however, did talk to **** only the daughter of ************************* the next day 1/12/2022 and I mentioned lots of times that her mom had no concerns or comments the day of her moms dog grooming appointment and that ***** left home being fine and content. Plus, I ***** did apologize many times and attempted during the phone call conversation on 1/12/2022 to **** herself, but I was not successful, and **** was not accepting my words of apology via this method. **** wanted apology via a re-fund/credit because anything I said to, he she was not going to accept it and that I had to make it up to her and her mom somehow? I advised her and mention that my policies and procedures of business does not allow me to give refunds/credits/money/ returned of any forms upon services rendered and agreed on by both parties of whom the registration forms were filled out by. I did say to **** that if this is what you are trying to complaint about then I cannot help you and I am sorry. I ***** was never really given the attempt to continue to explain the grooming services to **** and she kept on talking and putting me down and saying further things via our phone conversation that were things inappropriate.So after about 15 minutes or so on the phone with **** I was not getting any message nor apologize acceptance from her, so I did decide to end the conversation by simply hanging up the phone. I had no further choice of dealing with her and on a reachable agreement because the conversation was getting nowhere to her, and my business needed to bet back to the daily business of thing as usual.Furthermore, after that conversation with **** she then calls right back to leave another message indicating how she was going to let everyone know how I handled this as a business owner, and she was going to make a BBB file complaint against JVS Grooming and she left some harsh comments towards my business and my personnel character as a business professional and the way I run this business of which I  cannot publish here to say. I ***** or my staff never have met or seen **** at all and still to this day 1/18/2022. Furthermore, **** did mention that since they tried many other groomers for her moms dog grooming needs in the past, yet those groomers never seemed to work out well but since I was a local and recommended by people of the community and such that her mom ***** would give me the opportunity to groom her dog. So, I gave thanks to **** about this chance and comment. With all this now been said and this complaint filed against Jvs Grooming I believe it should be dropped and deleted from my business accountability profile since the established client ************************* and not *********************** agreed to all services. And that ************************* should be the one to proceed with the complaint due to ***** being the owner of the dog and that J. Vs Grooming needs to hear from ************************* herself till this day 1/18/2022 so that I *****/J.vs Grooming can hear her official complaints and concerns and not from her daughter **** on behalf of *************************.
  
  Sincerely *****/Jvs Grooming.

  Customer response

  01/18/2022

  I am rejecting this response because:

  Hello,
  *****, owner of JVs Grooming seems to believe that I was trying to impersonate my mother somehow? This complaint was filed with *************************, and ***********************, her daughter. My mother, *****, is 72 years old. My sister and I often assist her with technology and internet needs. There was no thought of causing a fraudulent complaint, as it seems to be implied. My mother, *************************, is available to speak in person to a BBB representative if needed. My mother is a non confrontational person, and needed a moment to get home and review her pet. She was unhappy because: there was uneven hair along and body and face, the inside of her ears were not cleaned up, and her feetwere not properly shaved. She was very upset, so with her permission and request, I reached out to the owner the next day via phone. On the grooming website, it gives a detailed description about the grooming service, and shaved paw pads and cleaned up paws is listed, as well as ear canal being cleaned out of excess hair. These were not done. It was my attempt to let ***** know that my mom was not happy, and it was my hope that the business owner/groomer would take responsibility for the groom. During our phone conversation, ***** immediately became defensive and would speaking over me and interrupting. I then asked, Could you please let me talk?, which brought on an aggressive and elevated tone from *****. He also states that I was berating him on the phone for over 15 minutes. This simply is not true. I have my phone log that shows we were on the phone for a total of 4 minutes. He also states that I said unmentionable and inappropriate things to him. I told him he was being very rude and unprofessional. That was my opinion for the way he spoke to me. He states that my mother should have called- I am glad I called on her behalf, because if he speaks to his elderly customers that way- thats another issue. ***** also stated I was going to spread around gossip of some sort. This is also not true. I dont partake in social media and let him know I was going to assist my mom with filing a complaint to BBB, the only real legitimate company out there to handle such instances. I never demanded a refund for my mom. I asked for how he, as a business owner could rectify this issue with an unhappy customer. Its only after his aggressive nature on the phone, that I asked my mom not to speak to him directly, and not to take ***** the dog back to his shop, in fear for her safety. What turned out to be a simple phone call to alert a business owner of a dissatisfied job, as turned into a juvenile back and forth with the business owner making some false statements. We wish ***** all the best with his business, but we certainly cannot patronize his business any longer after such an interaction. 

  

  Business response

  02/01/2022

  Hello, again as I stated earlier and with my initial statement I stand firm on what the protocols and procedures I and my business needed to do for the grooming services for ***************************** pet on the day of her dog's grooming services. Furthermore, I continue to apologize and say once more I'm sorry for how ************************* felt that day and may continue to feel. However, I can't take back the grooming services rendered to ************************* and how the style of her pet was groomed. I continue to state that the pet again was groomed with the best and most desirable stlyle and comfortable grooming intentions. I ***** do take responsible for the grooming/clipping of ************************* pet however, i can't exchange/credit/refunds do to my grooming agreement registration process and such administration procedures of my establishment. I do wish ************************* the best for her and her pet's future grooming services. 

*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. ↩