ComplaintsforThe Gentle Touch Grooming

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23/22 our small dog was dropped at with ***** ******, her regular Groomer at the appointment time made weeks prior. Upon arrival I noted how I'd never seen so many large dogs at once in the shop. ***** said "Right!?" and that one had cancelled so the normal 3 hour would probably have her ready instead in an hour and 1/2. I said no rush, I've got other errands I've arranged during the normal length of time but if earlier could send my husband if need to for pick up. ***** texted an hour later, "Not her best haircut. She slipped and fell in the tub and was never able to stand for any amount of time afterwards." Upon pickup 10 minutes later I was charged the full $45 and she unusually, scooped her from a crate and handed the dog to me who's head dropped onto my shoulder like something was wrong. Her body was trembling and still damp. Upon arriving home began to examine the dog and found her to be unable to stand and trembling and could not move head normal. I texted ***** questioning details. By now Vets are closed for the Holiday weekend. Tried to make her still and comfortable till Saturday morning to get her to the Vet. Xrays and exam show the injury could not have happened the way I am told - slipping and falling the distance of her own body height in the tub. It is injury to her spine at the disks to back of neck. Meds and hope sent us home. Stayed home with Dog all weekend around the clock care as dog could not even get up to potty. Brought dog second time to Vet after a few days for a Laser treatment to neck and was told needed to go to Columbia Mo for MRI and potential surgery to repair. Not great ******s without $$. ***** had been contacted to tell these things. Said she'd pray for her. That it was nothing she caused or was responsible for. Unfriended me and blocked me on messenger and FB. First said didhn't know if insurance. Then didn't know if she wanted to claim it or not. Then stopped responding completely . I've requested in writing. $567.30

  Business response

  12/12/2022

  I have explained to the customer what happened during the grooming process. I was able to complete the groom straight through because of a no-show. I was informed, at drop off, that the dog had recently been diagnosed with arthritis and was on pain meds. I had hands on the dog the entire grooming process, and have stated that nothing occurred that was out of the ordinary or should have resulted in injury. I informed the customer that the dog had had trouble standing during the grooming process, and she had responded that the last few weeks had been tough on her. I had thought that her difficulty standing was due to the arthritis, and did not find out until after she was home that it was abnormal for her. I told the client that, had I realized it was abnormal, I would have gotten ahold of her sooner. I filed an insurance claim, which was denied. I have reached out to the client to see how I can rectify the situation and have not received a response.

  Customer response

  12/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have the texts from groomer that confirm her response is fraudulent information. At arrival I noted how I’d never seen it so bustling in the shop. ***** said a customer appointment before us cancelled so she’d likely be done with Ladybird quicker. She said hour & 1:2. ***** has known of the old healed injury to dogs front leg but I always remind her. I did also say the vet put her on a med to help with atritos starting in leg. Non thing that caused her to “slip and fall in tub so she wasn’t able to stand for any amount of time from that point so not her best haircut but ready to be picked up.” Refused to provide liability insurance info. 
  
  
  Sincerely,
  
  ***** ***************

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