ComplaintsforWags to Riches

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday *** **, I brought my pet in for grooming. After examining and feeling my pet, Denise quoted me $80.00 because he was matted and needed to be shaved. When I arrived to pick up my pet she charged me $105.00.

  Business response

  06/18/2023

  Mrs. ******,
  
  I'm very sorry to see this complaint after we explained to you in the lobby about the charges.  When you came in 2 weeks prior to your appointment to get an estimate, you told our receptionist you had a poodle.  You were given an estimate for a small dog, not including the additional charges for matted pets.  You signed the client agreement and made an appointment.  
  
  When you brought you dog in, it was a much larger poodle mix (a doodle) that was matted all over.  It had to be shaved from head to toe, and preclipped to get the matted coat off before we could even bathe it and begin the actual haircut.  You signed a matted pet form at check in that explains there are additional charges for the additional work.  There is also a sign that has been on our door for 9 years that explains our matted pet policy.  I'm submitting a copy of both your signed form and a picture of the sign on our door.  I can also provide a copy of the paperwork from check in that day with the totals on it, but it has your personal information, so I will not post it here.
  
  In addition to the mat fee, your dog was significantly larger than we were led to believe when we gave you an initial estimate 2 weeks earlier.  At check in, you were told our doodle base prices start at $87 for medium and go up to $100 for large, and that she would have a groomer assess the dog for the charges.  We decided on medium starting price, which again, is $87.  NOT including the additional matted pet fee.  Sight unseen, we can only provide an estimate based on the information we are given by the pet owner.  You did not give us accurate information, therefore your estimate was not accurate, but you were charged the same as everyone else for the service provided on the size and coat condition of your pet when you brought the dog in.  I can assure you that you weren't told $80, as a total or as a starting price, because we do not have any breed prices in our index that start at $80.  We hope this clears up any confusion and wish you the best in finding a groomer who better suits your budget.

  Business response

  06/18/2023

  Mrs. ******,
  
  I'm very sorry to see this complaint after we explained to you in the lobby about the charges.  When you came in 2 weeks prior to your appointment to get an estimate, you told our receptionist you had a poodle.  You were given an estimate for a small dog, not including the additional charges for matted pets.  You signed the client agreement and made an appointment.  
  
  When you brought you dog in, it was a much larger poodle mix (a doodle) that was matted all over.  It had to be shaved from head to toe, and preclipped to get the matted coat off before we could even bathe it and begin the actual haircut.  You signed a matted pet form at check in that explains there are additional charges for the additional work.  There is also a sign that has been on our door for 9 years that explains our matted pet policy.  I'm submitting a copy of both your signed form and a picture of the sign on our door.  I can also provide a copy of the paperwork from check in that day with the totals on it, but it has your personal information, so I will not post it here.
  
  In addition to the mat fee, your dog was significantly larger than we were led to believe when we gave you an initial estimate 2 weeks earlier.  At check in, you were told our doodle base prices start at $87 for medium and go up to $100 for large, and that she would have a groomer assess the dog for the charges.  We decided on medium starting price, which again, is $87.  NOT including the additional matted pet fee.  Sight unseen, we can only provide an estimate based on the information we are given by the pet owner.  You did not give us accurate information, therefore your estimate was not accurate, but you were charged the same as everyone else for the service provided on the size and coat condition of your pet when you brought the dog in.  I can assure you that you weren't told $80, as a total or as a starting price, because we do not have any breed prices in our index that start at $80.  We hope this clears up any confusion and wish you the best in finding a groomer who better suits your budget.

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