ComplaintsforMobile Pet Grooming Spa Peninsula

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **Caused The DEATH Of My Dog Skyy due to NEGLIGENCE **On June 10,2022 **** had an appointment for her third visit with mobile pet grooming spa peninsula two hours after her appointment started I got a call that she was feeling unwell and when I went outside she was laying on her side on the grooming table struggling to breath and unable to move I rushed her to the nearest vet they immediately started CPR and intubated her . Unfortunately it was to late the damage was done . **** suffered from a heat stroke inside the van that was due to her being muzzled and having no cool air circulation inside the van . Her vet report will be uploaded with supporting documents that will explain the severity of her death caused by mobile pet grooming spa peninsula due to negligence

  Business response

  09/15/2022

  Hello ***********************************, I am writing this message on behalf of what occurred. I want to send my sincere condolences to your family. It was never our intention to cause this harm to your dog, or your family. Unfortunately nothing will bring SKYY back to life.
  Mobile Pet Grooming a family owned company has serve more than a thousand families over these years including during Covid,risking our families to serve yours.
  And unfortunately this was the first death we had in all these years. We try to avoid as much as possible any type of accident between the groomer and the dog. But unfortunately this time because it is a very hot day in Burlingame and SKYY is a big dog and a bit aggressive during grooming session, therefore we had to put muzzle on after she bit the groomer. We assisted in what we could, but we just want to remind that unfortunately dogs that are aggressive are sometimes a bit difficult to deal with , but regardless of the situation, we know that there is no excuse in the tragic that happened. Once again, my sincere condolences.

   

  Best,

  Mobile Pet Grooming spa peninsula 

  Customer response

  09/16/2022

  Complaint: 17766213
  
  I am rejecting this response because:

  In regards to covid, my dog has nothing to do with how you operated your business during covid. If you look up the weather in Burlingame at the time of the appointment (which I included in the attachment) you can see at 7:56 am the weather was 69 degrees Fahrenheit which was when her appointment started. At 9:56 am around the time we received the call to come outside to check on Skyy, the weather was 71 degrees Fahrenheit. As an experienced business owner as you claim it is your responsibility to provide a safe place for your customers. If in your opinion it was too hot and Skyy was too big you should have refused service that day. I did not think 71 degrees was too hot for my dog. you need to stop cowering behind the idea that **** was an aggressive dog. This was the third time we have used your service with no prior issues. Lastly, let me remind you I had to chase you down to talk to you about what happened. you should have contacted me immediately considering YOUR groomer couldn't knock on my door to tell me what was happening, he had to call the office. Your staff was well aware of what was going on. No amount of apologies will fix what has happened, you failed at your job. Stop disputing the facts of the incident and accept responsibility for your actions.    

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

  Business response

  09/19/2022

  You are right that it was actually the third visit we made to attend there, I (*****) groomed SKYY myself the other two times and I can guarantee that she was an aggressive dog at the time of drying. She bit the groomer on the day of the incident and that's why he put the muzzle on her so there's no any additional bite. The groomer was drying her as she was laying down because she was fighting him the whole time preventing him from finishing the blow drying portion of the appointment.
  When he tried to lift her up to comb her hair, she didn't respond and that's when he called the office and asked for help because he didn't speak English. The office immediately contacted you and from there he helped you put SKYY in the car to go to the vet.
  I'm not running away from my responsibilities as I'm also a groomer and I was with a client at the time of the incident. We talked later and on the same day I paid you all the expenses of the vet and ****'s funeral as you asked me and of course it was my responsibility to do so. Today this groomer doesn't work with any grooming anymore he was disconnected from the company immediately Mobile Pet Grooming, I changed the way of hiring only for those who know some English. And we no longer accept aggressive dogs. And if you have to put muzzle, the owner has to provide it    
  
   
  
  
   
  

  
  

  Customer response

  09/23/2022

   
  Complaint: 17766213
  
  I am rejecting this response because: Correction, you only groomed Skyy once and the two prior times she was groomed was by ***** and not once did anyone tell me she was being aggressive and difficult during any of her appointments. If my dog was so aggressive as you claim why did you continue to keep coming back to groom her? I would also like to know how you know all of the details of what happened during her appointment when you told me you could not get a hold of the groomer to find out what had led to her death. The groomer understood me when I asked him to put **** in my car so he could have had the common decency to knock on my door before hand instead of wasting time calling you which could have possibly prevented her death. If **** was being aggressive she would have not willingly sat on her side by herself so she was clearly dying at that point and your groomer should have been aware of the signs that she was in distress and stopped what he was doing immediately. I have video footage on my cameras of him walking in and out of the truck multiple times while shutting the door behind him before we got the call. Yes you did pay for our bill, and that was after we had contacted your company. Your receptionist told us that you would be contacting me and it took days before we heard from you, and the only reason we got in contact with you is because I called you multiple times.
  
  Sincerely,
  
  ***********************************

*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. ↩