ComplaintsforKennelwood Village

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/18/2022 Incident Occurred. Kennelwood Village Inc- St Peters Pet Resort Issue Regarding : Old English Sheepdog. 9 1/2 yrs old Name: Ella Transaction Amount : $124.00 Took my dog Ella to be dropped off for the day for grooming purposes. When I made the appointment with their call center, I gave explicit instructions on how to groom her and that if at any time the groomer or staff felt uncomfortable grooming this breed of dog to stop what they are doing and call me immediately. I was told that the notes were in her chart. Upon dropping her off for grooming on 2/18/2022, we told them again the instructions and gave them a print out of her grooming we wanted done. They wrote it down and again were reminded that if they felt like they couldn't handle the job to just simply stop and call. No phone calls were made through the entire day to any phone number listed in our account. So assumed no news is good news. A charge slip was texted to my phone of $124.00. When arriving to pick her up 35 min later, she was a completely different dog. I left her there with only a few mats around her muzzle and toes. They were told to just do a trim and sanitary cut and shave the belly. When we arrived, my dog was completely shaved to her skin as well as a disfigured cut of hair left on top of her head. I am making this complaint for the sole reason that I demand a refund as well as the health risk involved with shaving this breed down to the skin. This breed as well as cousin breeds to her have a DOUBLE LAYER COATED FUR. What this means is that the double layer of fur helps to regulate their body temperature. My dog has been shaking and hiding ever since this date. On a dog that only had mats on her face that needed to be combed out, this is never okay.

  

  Business response

  02/22/2022

  We are very sorry to hear this customer’s experience. Kennelwood Pet Resorts strives to keep pet parents updated and informed during their pet’s grooming visit. In this instance, our staff did fail to contact the customer regarding the need to shave her pet’s muzzle due to matting. We regret that this necessary change to the grooming instructions provided by the customer, was not properly communicated prior to our groomer performing the pet’s haircut. Other than needing to shave the pet’s muzzle due to matting, the grooming instructions provided by the customer, were followed. The manager of the facility spoke with the customer on 2/21/22 and provided a full refund of the pet’s grooming fee, as well as extended a discount for the pet’s next grooming visit.

  Customer response

  02/23/2022

  Complaint: ********
  
  I am rejecting this response because: The grooming was not done as follows besides the matted muzzle. The grooming instructions that the intake person wrote were not at all what we said at time of drop off. At drop off, the staff was informed to keep hair as long as possible and if otherwise had an issue to STOP EVERYTHING AND CALL! What the staff wrote down upon drop off was incorrect. There are witnesses. Please correct response. I would like the staff to learn how to communicate better and make sure that ***** the groomer doesn’t touch my dog ever again. 
  
  
  
  Sincerely,
  **** ***

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