ComplaintsforGrateful Pets Professional Dog & Pet Grooming & Boarding

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took the dog in for grooming on Saturday September 4 at 8 am for full grooming. I explained to two people what I wanted for the dog. I was told to leave her and it would take about 3-4 hours and they would call me when she was ready. I never received a call so after 4 hours I began to get a little concerned as to what was taking so long and called. I was informed she would be ready in 10 minutes. I arrived paid for my service a d took the dog to the car. She almost leaped out of my hands to get in the car I did not think anything of it I figured she was ready to go home since this was a new groomer she had never visited before. She was really mopey and sleepy but again I did not think much of it and let her rest. The next day she was very red in spots and I began to inspect her at that point when I discovered the cuts a very large cut behind her ear that was clumped together with blood and oozing overnight. I was not told about the injuries and still have no clue what happened.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/09/13) */ This response was provided verbally to the BBB. I refunded the consumer, I also offered to pay for the vet bill. I don't think she took the dog to the vet leading me to think that there was nothing wrong with the dog. Also about the pictures, they look like those red spots might of been on the dog already. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to know what tool was used that caused the injuries? Scissors or clippers would not have injured the dog like that. Was my dog attacked at the establishment I want an explanation of what happened and why it took four hours and I had to call to see if she was ready? I also want to know why the owner and the Manager had a sudden change of heart after I knew the BBB contacted them about my complaint. I want to know what happened to my dog no one has yet to tell me how she was injured and with what! They covered it up instead of owning it and getting her attention immediately which would have been the right thing to do! Prior to me contacting BBB. I want an explanation of what happened! Business Response /* (4000, 9, 2021/09/16) */ We have also offered to do another free bath and trim up so we can take a look at her puppy. We still want to offer that because we take real concern and our dedicated to all of our customers. As I have asked her if there's anything else I can do we would be willing to do that. Consumer Response /* (4200, 11, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am awaiting the explanation I initially requested with finding out what happed to my dog. What tool was used and why they kept her 4 hours trying to hide the injuries. The scarf wrapped around her when I picked her up hid all the marks and the cut. I never received her collar back that was removed in efforts to hide the injuries. They are offering me all these services but no explanation which is what I asked during this enter process as well as multiple time in multiple conversations with the owner and his Manager. I want an explanation of what tool was used and what caused the gash (large Cut) on my dog. You did not offer me a free bath and trim to review the dog you offered me this as an effort to bring her back to you again to "Make it right" as it was quoted to me. I am not going to bring her back to you for any services and she was injured in your care. You never asked to see the dog during any of conversations this all was presented after the BBB complaint in efforts to get me to rescind my complaint. Please be honest. Thanks Business Response /* (4000, 15, 2021/09/28) */ In our final attempt to make things right with this customer I would like her to know that we use industry standard clippers on her dog. Like to repeat that we did offer to take care of any vet bills and that was without seeing the dog as well as refunded her money for the groom. There's no doubt that any groomer that has groomed for years has probably cut or nicked a dog. One of the problems that I think happened was she was not told about it when picked up but according to the front desk manager as well as the groomer they never saw anything on the dog. It is grateful pets policy to let the customer know the minute a dog has been cut or nicked. We literally will call them and let them know right then. We also offered to do a free bath for her sweet little baby. Ms ****** was true to her word that she was going to make it known that we accidentally cut her dog if that's what happened. With all the truly ugly postings on Facebook, Google, Yelp... Are valued customers that we have serviced multiple generation dogs and thousands of other customers are still extremely happy with our service. I wish Ms ****** the best in life and I hate that with all the struggles going on in life she's trying to affect All of the groomers that work under the Grateful Pets blanket with only that might have accidentally caused this situation. Our grooming staff is made up of a lot of single moms trying to make it in life like everybody else. Miss ******* please stay blessed and I wish the best for you and your family.

*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. ↩