ComplaintsforThe Whole Kitten Capoodle

• Initial Complaint

  11/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  - On 9/13 I took my dog to be groomed at the scotts valley location. on 9/15 i noticed his body was bumpy, appearing to be small cuts/wounds and some were oozing. The cuts covered his entire back and one side of his body. I took him to the vet on 9/19 (their soonest appointment) to find out what is was. After he had been taken back to be checked out by the vet staff, the main vet came out to fill me in. She said it was not a skin infection or illness, but was a series of nicks/ cuts that she believed was caused from grooming, either nicking him with a sort or de-matting sharp comb, or just very rough brushing basically ripping little parts of his skin out. I needed to keep the wounds clean and be very cautious it doesn't get infected, and he had to wear a cone for 2 weeks. They had to shave sections of his fur to better check the cuts. I sent photos and a description to the groomers on 9/24, and they said they would check with the groomer and get back to me. On 9/26 I recived a message saying the vet 'jumped to blaming the groomer' and said the cuts could be from my dog 'chewing/scratching' (which is impossible based on the cuts location), and refused to refund me for my groom, tip, or vet visit charges due to 'not reciving proper notice there was any issue... & cannot take responsibility'. I was sent their policy multiple times during the conversation, which no where adressed injurys or medical issues caused from the groom. The business responded to the issues, but failed to make a good faith effort to resolve it. I have more photos but could only attach one.

  Business response

  12/13/2023

  Our policy states to let us know within 2 days of the appointment if there are any issues. There is no way a vet can say the cuts were for sure caused by the groomer so far after the appointment & not from the dog scratching with freshly trimmed toenails (which I have seen happen before when dogs are in bad shape & their skin is relieved of impacted coat & mats). We shouldve been notified within two days of the appointments that there was an issue at all whether or not they were able to get into the vet right away. If the vet is claiming that it was definitely from grooming then we intend to take up a lawsuit with the vet in question for slander/libel. However we would like to just be done with this woman & we are willing to refund the groom if she sends us a letter from the vet on their letterhead stating that the injury was from grooming. We texted her to let her know this, but have recieved no response.

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