Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 3, my dogs had their six week appointment for a full groom like I do every time. This time was very unusual. At her shop they usually take at least an hour to a hour and a half for a full groom. Every single time I ask to have their **** glands expressed. This time was no different. After I dropped them off at 3:30 PM they texted 40 minutes later saying they were done. I was blown away. When I got there, I could tell they didnt even get baths. Their haircuts were atrocious. I ask every time how their **** glands are and every time they say fine. Also, I had an agreement with the owner ***** **** that she would be always cutting one of my other pups because of an incident that happened a year earlier. Not only did I not see her I did not know she was not even there until she called me after I sent a text about ***** **** glands rupturing. On the morning of November 5, my husband rushed **** to the emergency vet. At that time we found out that His **** glands had ruptured. We were told by the vet if they were expressing their **** glands every six weeks there is no way that they would have ruptured. After that the next week we took our other two to the vet to get their **** glands expressed and found out that they were full and couldve possibly ruptured as well. ***** **** the owner contacted me and told me she would pay for the emergency vet bill. She sent a check out and the check got lost in the mail. I asked her to please cancel that check and we would stop by the shop to pick up one to pay the emergency vet bill. She not only did not respond to me, but then I called her from a different telephone and she told me that she didnt know if she was going to pay me now. I have no idea what transpired in between that time as I hadnt talked to her after she said she mailed out the check. I not only want to be paid for the vet bill, But I also want a refund for services that were never provided that they said were.

  Business response

  12/04/2024

   Complaint # ********                                                                                 November 27th, 2024
  
  
      To whom it may concern,
  Customer ****** ********* has been a client with us since 2022.  LOL Pet Grooming has a service agreement signed with ****** *********.  In all the appointments over the years the time to groom the dogs has been around an hour.  Attached messages for appointment times and text to pickup times.  On the October 3rd 2024 appointment which is the issue, ***** Long  {owner} has groomed one of the dogs all the times it came in.  On this date I was not there.  Do to me being diagnosed with cancer.  ****** ********* dropped her dogs off for the groom and picked them up as usual. No contact from her till October 22nd 2024. Attached messages.  Then no contact from ****** till November 5th 2024.  Wanting to know if we had done the dogs **** glands at their appointment a month prior October 3rd 2024. I told her yes, we do them each time as directed by her {******}.  ****** said that one of the dogs **** glands had erupted.  I explained  to ****** that we only do outer glands and a vet has to do inner glands and when a dog's **** glands erupt it is because of the inner glands {attached document}. Can verify with a vet.  All **** glands depend on the animal, health, age, and diet.  ***** is trying to blame this on LOL Pet Grooming over a month later and also saying we did not groom the dogs. If there was an issue why wait over a month to say anything. I asked ****** this, she did not want to hear what I had to say.  ****** wanted to know why I {***** ****} was not there on October 3rd 2024.  I tried to explain to her I was diagnosed with cancer and have not been working.  ****** was yelling at me on the phone and would not listen to anything I had to say. So with everything I had going on with my health, I had no energy to deal with this, So I told her I would pay the bill, even though I did not want to,  but not taking responsibility for nothing, ****** was blaming LOL Pet Grooming for.  Check did not make it to her even though the post office had it come through.  Maybe God had different plans.  LOL Pet Grooming did not harm Kelleys dogs in any way.
  
  Sincerely,
  
  ***** ****
  LOL Pet Grooming
  

  Customer response

  12/05/2024

   
  Complaint: 22593404
  
  I am rejecting this response because: ***** has not been truthful about the situation. If she was not there, how would she know what was done with the dogs? I in no way yelled at her and told her I was sorry for her health issues. She is trying to use her health issues as an excuse. There is no way that my dogs couldve been fully groomed in 40 minutes and I mentioned that when I picked them up. She is not being truthful nor has she taken any responsibility for anything. I have been respectful and given her business for two years with a subpar grooming. Now shes backing out of what she said she was going to do. Read reviews on ****** and yelp and that will tell you everything you need to know about ***** ****. this is unacceptable and she knows it. Please review all my texts and receipt that I sent initially.
  
  Sincerely,
  
  ****** *********

  Business response

  12/09/2024

   

  Yes, I was not there. I was receiving treatment. But all five of the other groomers can vouch for them getting groomed. And how long it takes to groom a dog. You can also ****** how long it takes to groom a dog. And I have added here again attachments showing other times we have done Kellys dogs and they are done at an hour or just under.  I am not using my health as an excuse. Before my health problem I was there every day all day long. There are cameras that record everything. I have also added an attachment from a vet site other reasons dogs have **** gland issues. LOL Grooming is not at fault for the **** glands and definitely not a month later from when we groomed them. Any vet can explain **** gland eruption. 

  Customer response

  12/10/2024

   
  Complaint: 22593404
  
  I am rejecting this response because: the fact of the matter is she agreed to pay for expenses and wrote a check and sent it out. She had several days before she sent the check out to decide if she was not going to pay it. She never gave any indication that she wasnt going to. I have been getting my dogs groomed for over 14 years and never once has it ever taken less than 40 minutes to groom. I did like the fact that it did take her about an hour to an hour and a half to groom because that was less stress on my pups. As I stated before this time was completely different. I did say when I went to picked them up that its never taken this short of a time to have them groomed. The girl at the front was so nonchalant like thats how they do it. Why wasnt I notified that ***** wasnt there since we had an agreement that she was going to be grooming Mowgli every time? No one  informed me that she wasnt there. Its very clear that she takes no accountability or responsibility for anything that her or her employees do. I shouldve known the first time from when they cut my other dogs belly. She took no responsibility then and acted like they dont shave there which is another lie. We ate that $500 with no accountability from her. On top of that, she never called to check to see if they were OK like she said she was going to do. Which shouldve been our indication knowing what type of person she is. And if she isnt using her health issues as an excuse, why did she feel the need to tell me about it? Thats irrelevant to any of this. She is the owner of this shop and therefore makes her responsible for her employees as well. I would be more than happy to come in and let them show me how they do a full groom and **** glands in 39 minutes. Again, attached are all the text messages, the receipt, the vet bill, and Ive also attached how long it takes to groom a dog. I am not disputing the fact that it takes an hour to an hour and a half. I am disputing that my dogs were not given a full groom and have their **** glands expressed in 39 minutes. If needed, I can get a letter from the emergency vet and our regular vet stating that if they were having their **** glands expressed on a regular basis, they should not have ruptured or have been full. This is never happened before. She has done nothing but make excuses for herself and her employees. Show me the camera footage since you said you have the cameras. 
  
  Sincerely,
  
  ****** *********

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