ComplaintsforJust the Basics Grooming

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, 10/22/2021 I took my pups to Just The Basics Groomer. ****** is 13 years old, male Shitzu Poodle mix and ***** is 12 years old, male ********* Terrier. This was probably the fourth time I took them to this groomer since I moved to Camby last year. When I picked them up around 1pm the owner pointed out that my ***** tooth was injured. I called the vet immediately to get an appt, antibiotics and pain meds. I noticed they were both acting very odd, scared, shaking and docile. I waited until next morning to see if anything changed and it didn't. I texted the Owner 10/23/2021 asking if they gave my pups meds before grooming. He said no. He said I'm sure it was due to sensory overload. Please note, my pups have been going to the same groomer prior to Just the Basics for 12 years every 2-3 months and I have never had one incident with them. I know when something has happened to my pups. Also, I want to point out on the grooming visit prior to this 2-3 months earlier, the owner told me my ****** was bleeding on his mouth due to Groomer cutting him. It was still bleeding when I picked him up. I did let this one go due to accidents happen but now I wish I wouldn't have since this incident happened on the following visit. My vet ended up giving ***** and antibiotic and pain meds on 10/23/2021 and told me to set up an extraction appointment as soonest availability. On Sunday, 10/24/2021, I noticed a big bruise on my ******* neck. In the exact same position a thumb would be when grooming him. I sent the photos to the Owner on 10/24/2021 and his response was he would talk to ******* the groomer on Monday and get back with me. He did not. I had to call him and discuss and he got angry with me. I told him I need him to find out what happened to my pups. He said he would talk to the ****************************** and the bather and get back to me. I never heard from the Owner again. I want this documented somewhere that I believe this company or groomer abused my pup

  Business response

  12/15/2021

  **************:

   

  I'm not even sure how to respond to this complaint.  Following is the text thread of our communication:

   

  10/22/21, 8:39pm.  Hi, quick question. Both my pups haven't acted right since I picked them up. Do you Medicate before grooming? I know ***** doesn't feel well and called the vet but they are both acting very strange.  

   

  10/23/21, 9:15am.  Nope. No meds here. Nothing seemed out of the ordinary while they were here. And they both did great for their ******. Keep us posted, though.
  
  10/23/21, 9:33am.  Great thanks. They seem better today. They may have just been exhausted from the grooming since they are older. Thank you for the response. 

   

  10/23/21, 11:23am.  Being here does tend to be sensory overload...lots of people and puppies and smells and sounds. It does just wear them out. My little one comes every day and needs a 2 hour nap as soon as she gets home ??

   

  10/23/21, 11:30am.  ?????? you're right, so true!! 

   

  10/24/21, 10:50am.  Sorry to text on a Sunday but this couldn't wait until Monday. I took ***** to Vet for infected tooth and noticed this bruise. I'm not making any accusations but would like to know what this bruise is from. It's the exact size of a thumb print. I noticed there was another individual in the grooming area. Did the owner or different individual groom ****** I want some answers because right now there were three incidents and I'm very concerned. 

   

  10/24/21, 5:01pm.  ******* did his groom.  She mentioned the teeth issue, but didn't say anything about any bruises.  I will ask when she comes in tomorrow (at 12:30) and I will let you know what I find out.

   

  10/25/21, 1:16pm.  Both the bather and the groomer didn't notice anything weird other than the tooth. I didn't see anything when I went over him with you and showed you the oral issue.

   

  10/25/21, 1:56pm.  I'm not satisfied with your response. As a business owner I would expect a call rather than a text in an issue like this with a better response than they saw nothing weird.  Let me know when you have time to discuss.

   

  At that point, I immediately called her (1:58pm by my phone records).

   

  I don't know what more she wants.  I told her I would talk to the groomer and I did.  I told her I would get back to her, and I did.  I also went further and talked to the 2 other people that were here that day.  Everyone reported the same issue...bad teeth.  Here's how I see it...

   

  **************** said nothing when she dropped the dogs off about any injuries.  To me, this is her statement that there aren't any injuries when she dropped them off.  ****** checked them in and didn't notice anything out of the ordinary (i.e. bruises) which confirms ****************' observation that there was nothing out of the ordinary (i.e. bruises).  The ************************, did not observe anything out of the ordinary (i.e. bruises).  This confirms ****************' and ******** observations that there was nothing out of the ordinary (i.e. bruises).  ****** did the prep work and the pre-groom after the bathing and drying process.  She did not observe anything out of the ordinary, except the dental issue, which she noted on the client card per company policy.  This re-confirms her initial observation, as well as ****************' and ******* observation that there was nothing out of the ordinary (i.e. bruises).  ******* did the finish groom and did not observe anything out of the ordinary (i.e. bruises), other than the dental issue, which she confirmed was stated on the client card per company policy.  This confirms ****************', ******* and both of ******** observations that there was nothing out of the ordinary (i.e. bruises).  At pick up I held the dog so I could show **************** the dental issue and she said she would address it as soon as possible.  At that point, neither **************** nor I observed anyhing out of the ordinary (i.e. bruises).  This confirms ****************', *******, *********, and both of ******** observations that there was nothing out of the ordinary (i.e. bruises).  **************** texted that night to ask about medication, mentioning nothing about a bruise.  This confirms ****************', *******, *********, both of ******** and my observation that there was nothing out of the ordinary (i.e. bruises).  **************** states she went to vet on Saturday, but the vet made no statement about observing anything out of the ordinary (i.e. bruises).  This confirms ****************', *******, *********, both of ******** and my observation that there was nothing out of the ordinary (i.e. bruises).  Then on Sunday there was a bruise.  Where was this bruise for 2 days?  No one saw it but **************** until she sent pictures.  It wasn't there when the dogs left here.  It wasn't there the next day at the vet.  How is this our fault?  How did we "abuse" her dogs?

   

  As far as "In the exact same position a thumb would be when grooming him", I would suggest that **************** watch some groomers, either online or at the big box stores where she can look in the window and watch.  I think she'd be surprised how many places a dog would be held, not just "the exact same position a thumb would be when grooming him."  If that isn't enough for her to understand what an absurd statement that is, I will offer to train her to groom.  I usually charge for this, but I would gladly do it for free, so she can not only see what goes into grooming, but also  have an opportunity to observe everything that goes on in the shop to see that NO, we don't abuse pets.  We never have.  Perhaps after an education in grooming, she could even help us with an Employee/Pet safety manual to become part of our training program, as well as a review and possible improvement upon our accident/injury reporting procedures.  As a technical writer for *** ****** she would be uniquely qualified to help with that.

   

  After all of this, I do *********************** infected tooth extraction went well and that he feels better.

   

  Sincerely,

  *********** Williams

  Owner, Just the Basics Pet Grooming

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