Complaints

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my one year old Scottish Terrier puppy to Grooming By Rose for the first time yesterday. The business website states that there are no hidden charges nor does it state that there is an additional $20 charge for "bad behavior". When I dropped my dog off yesterday he was kissing his groomer and was very happy to have her attention. Much to my surprise, the owner accused someone in my home of dog abuse since my puppy was nipping his groomer. The owner and the groomer insisted that I bring my dog back again and that he was "fun". The owner also suggested that I get a sedative for my puppy from his vet for his next grooming. I stated that my now deceased elderly dog had such a prescription for his last few groomings for anxiety. Then the owner handed me a credit card slip to sign and stated that she added an additional $20 charge for "bad behavior", which no such charge was listed on her website or was brought up in person or over the phone before grooming. In fact, her website boasts "no hidden charges". Not only was the owner deceptive with charges, but she also bullies people from leaving negative reviews for her business. My husband left a well-deserved one star review of her business on Google and she responded by stating I was "very familiar" with a certain prescription drug. As a result, my husband deleted the Google review.

  Business response

  09/08/2022

  When you checked in you were asked if  your pet had any issues, you said no, we also asked if the prior groomer did anything to make the dog scared you said no. When we tried to do his face he clamped down on the groomer's arm. The groomer had to flush and put iodine on the wound. Groomers are self employed and if they are out of work they do not make any money. This is why we ask for any issues when you first check it so we can prepare the groomers so they do not get bitten. As a courtesy we did not report this bite to Animal Control. Had you told us the dog will bite up front you would not have been charged the aggressive behavior fee, this is a fee all groomers will charge for aggressive dogs. The $20.00 extra charge will not cover the medical treatment the groomer had to have done, we could refund the $20.00 and send you the medical bil. 

  Customer response

  09/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I believe that this business owner is attempting to bully and intimidate me, which is completely unnecessary.  Sensible business owners understand that negative feedback is a gift. Unhappy customers do not return, but business owners often do not know why. A sensible owner understands that repeat business is important for the growth of the business. I was simply requesting that the business owner be upfront about her fee structure. Deception about her fees is why I will not be returning. I thought that the groomer did a decent job, so I likely would have returned. Also, I would like to clarify the owners statement regarding me and my dog: I was asked if my dog had any health issues and I told them that he does not. My dog had no issues at his last grooming. The owner and groomer of this business told me that he nipped the groomer and I asked if any skin was broken and they told me that it was not. If that was not the case then why did they tell me otherwise? They also requested that I bring my dog back to this groomer and that he was "fun". If my one-year old puppy was so terrible, then why did they want him to come back? It seems that this business owner is just seeking a potential lawsuit in retaliation for contacting the Better Business Bureau. I am rejecting the owner's response because it is false and accusatory; however, I do not need to receive any further correspondence from her.  Regards,

  Complaint ID: 17766948  

   

   

*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. ↩