Complaints

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/18/23 $165 **************** and teeth brushing. Upon dropping our dog off for grooming services we were told he would be ready around 540 and they would send a text alert to inform us of his pick up time. We received a text at 520 stating he will be ready in 20 minutes. I called and informed them that he was less than 5 minutes away but he was stuck in the traffic due to construction. I was placed on hold and then they returned stating if he was not there by 555. They will be boarding my dog and we will be charged an overnight fee. My dog was dropped off at 340. His last feeding was at 230. My dog has a special diet. I informed the establishment that they did not have any of his special food. Enforced that his dad was around the corner and that we were not comfortable boarding our dog. She stated he was placed in a kennel with WATER and proceeded to hang up. My husband arrived to the boutique at 6:00pm. He parked in the handicap spot as you drive up the hill at their new location. I called to inform them that he was outside but the door was locked and ****** the owner stated that there was no on present on the property, and that we can pick him up upon them opening at 830 am. She then hung up the phone and refused to answer any of my calls going forward. This is over 10 hours of my dog being fed. As we were ok with paying the late fees we were not ok with him staying overnight due to health reason of our pup. This matter was forced and shows that the owner of this establishment does not care for the pups in which they are grooming. Our dog has never been in a kennel or boarded anywhere overnight. Upon picking up my dog at 825 am, you can tell he was crying as the side of his eyes were full of build up, he smelled like pee and had bile throw up on the bandana that they place on the pups after grooming services. I inquired about their policy, and its evident the policy in there emails do not match the policy on the website. ****** was in no way apologetic and stated she was *************** until 610. (Yet refused to answer the phone or allow my husband to pick up our pup)

  Business response

  06/15/2023

  see attached

  Customer response

  06/15/2023

   
  Complaint: 20075877
  
  I am rejecting this response because: video footage is not accurate. Front door outside is not visible, nor is the parking in front and camera are present. Someone arrived on the property at 6pm. And upon calling business refused to answer any phone calls as they had already left the premises. 
  
  Sincerely,
  
  ***********************

  Business response

  06/16/2023

  We understand again your frustration regarding not being able to pick your pet up within policy due to an after hours arrival. Video footage attached show time stamped footage of our entry (full glass door and retail lobby ) as you stated that providers were not there at your husbands arrival we had full staff on site until 6:08pm when they left via staff entry to our designated parking lot in the provided video footage, we attached our call log as well as text thread for your review as well, parking is outlined in your notifications on multiple occasions and we did speak with you after closing advising how your pet would be cared for if not picked up as you stated your husband was on site during that 6:03pm call , unfortunately we didnt have anyone arrive for ****** pick up at that time or after. Our owner then stayed on site and left through front entry to the designated parking lot at 6:12pm. As stated it is not our goal/intention to keep any pets for services outside of what they are booked with us for we look forward to the resolution of this matter as we have assisted to the best of our ability. If you review the attached records you will see we as a courtesy waived your late fees and only charged what was due for the services rendered.

  Customer response

  06/16/2023

   
  Complaint: 20075877
  
  I am rejecting this response because again footage of the outside front door is not present. And there is a camera outside of the front door.  Time stamps looks placed by business. And the dog she is leaving the shop with is not simba. & she stated he was boarded at their resort location. Business is refusing to show that someone was present to pick up simba at the time given. Business was also informed that ***** had a special diet and they did not have the food or medication to give him upon boarding him. Hence the persistence in insuring our dog was picked up. Upon my husbands arrival at 6pm there was not a staff on site. And business refused to answer the phone after.  Business owner ****** also stated its her business and she is allowed to do what she wants at her digression. Showing that their policies in which they claim they have in place are not followed.  Policy state you have ten minutes after closing to obtain your dog before boarding. We were present on property by 6pm and our dog was still forcefully boarded. 
  
  Sincerely,
  
  ***********************

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