Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $300 dollars to have my 3 dogs groomed. They charged me $420 dollars. Also was lied to about the time they would show up. Was told 9 am they showed up at 12:30. Very rude.

  Business Response

  Date: 01/14/2024

  Over the phone, it is extremely hard to quote exact prices, which is why we give a range or let you know the additional prices when we actually see your dog's coat condition. We gave the range over the phone, but once we saw the dogs, your quote was $420 total for all 3 dogs. The groomer was fired after this incident and no longer works at Zuma's. If you would like to come into our indoor grooming salon in Smithville, we will honor a $100 Gift Card for future services if this would help makes things right for you. We also have really tried hard to say "prices over the phone are not guaranteed until we see your dog's coat condition in person" so we have tried very hard to communicate more clearly to our customers. Thank you for allowing the opportunity to train our team.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I don’t live close to Smithville MO
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was incorrectly told grooming would be $120 for 2 dogs but was charged $120 each, leaving me with a $240 bill. I tried Zuma Dog Grooming for the first time with our 2 dogs on 8/11/23. On that Friday, I walked in with my 2 dogs & asked the groomer how much each dog would be which he replied, "$120". I then asked, "Is that $120 for both dogs, or each?" He replied, "That's for both dogs." Understanding that answer to mean my total would be $120, I left the dogs. My husband picked up the dogs that day and called me to say he was charged $240. I immediately called to be refunded $120 since the groomer miscommunicated the cost. The hostile direction the owner took with my call is leading to me writing this review. On 8/11/23, when I learned my husband had paid double what I was actually quoted, I called to speak with the owner. I told her the groomer told me the incorrect price. The owner immediately blamed I had misunderstood him. I let her know I would like a refund of $120 & my growing concern after reading other customers' Google reviews regarding pricing misunderstandings they'd had as well. She replied now she was feeling uncomfortable because I was threatening her. I was extremely offended that my polite and respectful concern of being misquoted was now being labeled as "threatening". Never once did I raise my voice or act anything other than respectful, only voicing my desire is to be refunded $120 and move on. If you wish to charge exorbitant amounts for grooming and clients are willing to pay, then that is you prerogative, but the trend in the reviews in seeing that customers are not being told correct prices and then charged surprisingly large amounts shows that there is a serious ongoing issue. It is equally disturbing that an owner meet a customer's concerns over miscommunication in cost with accusing the customer of "threatening" her. I have never dealt with less professionalism in my life.

  Customer Answer

  Date: 12/14/2023

  I have attached several screenshots from the mobile app of the charge on 8/11/23 from Zuma's Dog Grooming, along with the full credit card statement showing the charge on that day as well.

  Thank you for your continued work on this,

  ******* *****

  Business Response

  Date: 01/02/2024

  The consumer was informed by the groomer via phone that the charge is $120 per dog.  The consumer has a golden doodle and a maltese havanese, another long hair dog which requires more time, shampoo, longer time to blow dry, etc.  Our team is trained to inform the consumer of accurate pricing. We would be willing to groom your maltese havenese for free the next time the golden doodle comes into the shop.