Business ProfileforWags & Whiskers, Inc.

CONSIDER YOURSELF WARNED. My mother boarded her three dogs at Wags and Whiskers *********, ** 11/3-11/5. The dogs were to be boarded in one room and all 3 to receive grooming services which included nail trims and ear cleanings. My mother received a call 11/4 stating that during the nail trim the groomer cut the quick of one of her dogs, he was bleeding, acting panicked and was being placed in a separate room. 11/5 she picked her dogs up at 5pm. Upon check out she noticed she was charged considerably more than she should have. She was charged more per dog for grooming services than stated during the reservation process. ********' ears were not cleaned. My mother also noticed that ********' blankets weren't returned to her. Not surprising since an inventory wasn't done upon arrival or departure. My mother returned to Wags and Whiskers the following day to question the bill and retrieve her blankets. The kennel attendant stated they could not issue refunds from their location and they would call her during the week with an answer. The owner, *************************, isn't interested in resolving anything nor issue refunds for services not rendered. She takes a defensive stand in her written replies and is not willing to accept fault.

First e-mail from ******************* daughter:From: ******** Sent: Monday, November 6, 2023 6:07 ** To: Wags & Whiskers Subject: Disappointed with boarding and grooming services To Whom It May ******** My mother, ***********************, boarded her three dogs this past weekend from 11/3-11/5. Her dogs were boarded in one room at the rate of $75 per day. Her dogs were also scheduled for bathing services while at Wags and Whiskers. This service was to include ear cleaning, which they did not receive, and nail trims. During the trimming of her pug's nails the groomer cut the quick which led to bleeding and an anxious dog. The kennel help called my mother during her niece's wedding to tell her that her pug was upset, bleeding and being placed in another room. Do you have any idea what this did to my 75 year old mother? She was distraught and filled with worry the entire weekend. I would think that the professionals you hire to groom dogs would know where to trim their nails to avoid cutting the quick, upsetting the dog, and upsetting the dog owner. My mother picked her 3 dogs up on Sunday at 5pm. She was overcharged for room and board and overcharged for the incomplete grooming services. As stated before, their ears weren't cleaned and they hadn't been brushed once they dried. I feel terrible that I recommended Wags and Whiskers to her. My mother had a terrible experience. I doubt that I will ever recommend Wags and Whiskers in ********* to anyone else. I do expect that this be corrected immediately. Regards,********* ********** from Wags & Whiskers ***************, I am sorry that you were unhappy with your boarding and grooming experience. We take extraordinary measures to control the environment for all pets' safety, happiness, and well-being. On October 5, 2023, you made reservations for ******, ****, and ************************* boarding from 11/3/2023 to 11/5/2023. You requested ****** to board in one room and **** and ************************* to board in another room. You also stated you would be checking in at 4:30 p.m. and checking out at 8:30 a.m. That is how the reservation was put into the computer, and a confirmation e-mail was sent to you. On Sunday, November 5, you did not pick ******, ****, and ************************* up during the AM pick-up time 8:30 a.m.-9:30 a.m. You picked up during the ** pick-up time, 5:00 p.m.-6:00 p.m. You are charged for the day your pet arrives. There is no charge for the day your pet is picked up if they are picked up during the AM checkout time. Regarding the bath services, I am sorry we did not meet your expectations. The bather did not quick ******** nails. ****** was very anxious during the bathing process and caused his nails to bleed, scratching the crate door. The baths were given on Saturday, so by Sunday, **** and ************************* may not have looked as fresh as you would like. We would be happy to re-brush and clean their ears. Thank you for entrusting us with the care of ******, ****, and *************************. They are very sweet, and we enjoyed taking care of them. ************ response:This email is written by *************** (daughter) as stated in the initial email. It appears as though there is misinformation on both sides. The kennel help that called my mother stated that his nail was cut too short during the nail trim which caused him to bleed and panic. The kennel help also stated that ***** was placed in a separate room due to his panicked behavior. My mother's dogs were to be boarded together in one room.Based on your response to the initial email your stance is one of defense with no desire to remedy the situation. Best of luck with that approach. I will be notifying the BBB.Regards,KF Response to BBB:I addressed ******************* concerns from her daughter's e-mail. I am not being defensive. I am simply stating facts to clarify the situation. The one thing we agree on, which ************ expresses in her response, is that there is misinformation. As stated previously, *************** requested, when booking the reservation, that ****** should be roomed separately from the other dogs. An e-mail of such was provided to her upon booking, one e-mail confirming ******** reservation and the other e-mail confirming the reservation for **** and ************************* together. ****** was in a separate room the entire stay per ******************* request, not because of the bath on Saturday. Regarding the bath for ******, *************** called the kennel on Saturday, November 4, at 9:58 am to check on her dogs. She was informed her dogs were doing well but was made aware that ****** was very anxious during the bathing process and caused his nails to bleed, scratching the crate door, but was doing fine immediately after. *************** called back at 11:58 am and was told the kennel staff would return at 2:00 pm. *************** called again at 2:45 pm and was told ****** was doing fine. ************ feels we did not meet her expectations with **** and *************************. I stated we would be happy to re-brush and clean their ears to her satisfaction.