ComplaintsforSmoochie Pooch Pet Salon
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Complaint Details
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Initial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My dog was scheduled for a grooming appointment on 7/5. I called on 7/3 and left message that appointment needed to be cancelled as my dog was sick and I didn't want to make anyone else's pet sick. The appointment was never cancelled and the company charged me a $70 no show fee on a card that I didn't know they kept on file, which is far more than I have ever paid to have a 4 pound yorkiepoo groomed. When I reached out I was called and liar and told that I never called and cancelled appointment that they have no record of this. I was also told that they have a prompt on their pin pad that ask permission to store your card information. I know this is not the case because I would never authorize my card information to be stored for fear of an accidental disclosure. I have always been respectful to this business. I have never complained when they didn't fully groom by dog but charge me full price for services or when I was called to come get my dog and found him soaking wet shaking in the back of a cage in the back room.Business response
07/07/2023
Good morning ******,
Upon investigation into this matter, we pulled call logs from Monday and Tuesday and show no calls from your account. There were no voicemails, no texts, or emails left to cancel the appointment. In regards to the amount charged, we charge based on frequency and your price you were paying was based on less than 8 weeks between appointments. This appointment was past the 8 weeks so it was a higher price. We have had no shows in the past on your account(from 2 years ago) so we do hold this policy very firm. Our groomers are paid by the dog and no showing for an appointment and not cancelling does not allow them to be paid. This is why the cancellation policy the way it is.
Have a good Day
Smoochie Pooch Customer Service
Customer response
07/17/2023
From: ********************* <******************>
Sent: Friday, July 14, 2023 6:59 PM
To: Info@ mailbox <***********************************************>
Subject: Complaint 20282926
I am very disappointed in response to my complaint again what this organization did was unfair. I know For a fact the company doesnt pay the groomers what they make off the dog. Also the complaint says it Was longer than eight weeks from grooming however my last grooming appointment was May 8 and this appt was suppose to be July 5th. I believe what this company is say is nothing but lies. I work for an organization that can also pull phone records and i know that this is not always fool proof.
Never once has the company addressed keeping my card on file. Sounds like they can just charge you whenever they want.
This company could have always offered me half my company back but it sounds like this company believe the customer is always wrong. If I truly didnt cancel the appointment, why would I spend so much time trying to get my money back. If I didnt cancel the appointment I would pay the fees. I know that their time is important as is mine. I work in an organization that also has to deal with no shows
Sent from my iPhoneCustomer response
07/17/2023
I am rejecting this response because:
From: ********************* <******************>
Sent: Friday, July 14, 2023 6:59 PM
To: Info@ mailbox <***********************************************>
Subject: Complaint 20282926
I am very disappointed in response to my complaint again what this organization did was unfair. I know For a fact the company doesnt pay the groomers what they make off the dog. Also the complaint says it Was longer than eight weeks from grooming however my last grooming appointment was May 8 and this appt was suppose to be July 5th. I believe what this company is say is nothing but lies. I work for an organization that can also pull phone records and i know that this is not always fool proof.
Never once has the company addressed keeping my card on file. Sounds like they can just charge you whenever they want.
This company could have always offered me half my company back but it sounds like this company believe the customer is always wrong. If I truly didnt cancel the appointment, why would I spend so much time trying to get my money back. If I didnt cancel the appointment I would pay the fees. I know that their time is important as is mine. I work in an organization that also has to deal with no shows
Sent from my iPhoneInitial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We took our dogs to get groomed by them for the fifth time. after i dropped them off i got a text from them about a hour later stating we needed to pick up one of the dogs due to her cutting her paw and she needed to get to a vet. When we got there the owner was very rude to us and told us she always is scared of the dryer and this time she hurt her paw. they have never told us this before as we would not put her through this.he said that he was not paying the vet ****.we had to take her to the vet and she had to get 3 staples in her paw Again they refuse to pay for the vet billsInitial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My yorkie Minnie went to Smoochie Pooch for the first time in July just for a wash/blow dry and the shampoo gave her a skin rash on her belly. When we went back in August for her monthly spa day I let the staff know about the shampoo causing Minnie issues and they said they would try a different shampoo, but that too cause my lil pup discomfort and it caused another rash, so I took Minnie to the vet and they advised me not to take Minnie to the groomers due to their products, so I cancelled my appt this month, BUT my card was charged even though I cancelled appt and did not take Minnie to her appt. I didnt even give them permission to keep my card in their system! I have been calling every day for a week now to have my payment card credited and the manager wont return my calls. The staff tells me that I cant do anything about it but to continue to call daily in hopes that he will call me. $42 dispute from September 7Th-No services performed.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.