ComplaintsforCote's Claws-n-Poocha Paws, LLC

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my dog for a grooming appointment on January 25,2022 . Upon drop off I spoke with the provider and asked for 1/4inch trim , when I came to pick my dog up she was completely shaven down and I was told that her back leg were matted and because they decided it would look weird if the rest had been kept longer. I had not received a call to discuss a shave down and would not have agreed to it as it is winter. I can no longer take my dog outside for recreation or to go. as it is below 25 degrees out consistently and she weighs 5lbs. When notified about dissatisfaction the owner was aggressive and dismissive she stated that my dog hadn't been to her in 5 months and that we are in her words "****** dog owners and need to take better care, (we stated she was receiving service elsewhere) and also called the police in a situation where she was not threatened but simply asked for a refund.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/10) */ Contact Name and Title: Lisa c***, owner Contact Phone: *** *** **** Contact Email: ******@comcast.net Complainant came to our grooming facility with their havapoo, which is a very high maintenance dog, to obtain a long length of coat they require brushing and combing daily along with keeping them on a 4-6 week grooming schedule. The owner of the dog had brought their dog back to us 5 months after their first grooming, the woman stated she had not been groomed since we saw her last. The dog was cast matted on all four legs stomach and sides, which the owner stated she knew she was matted. Owner only wanted 1/4 of an inch off which I then stated that we can try to leave that but it may not be possible due to the mats that the dog obtained and she agreed they were having a hard time keeping up with the dog. For the safety of the dog we made the educated decision to shave the dog to the longest possible length without hurting the animal, something we pride ourselves on is doing the right thing for the animal. We made it comfortable for the animal, matting can be very painful as it pulls on the skin and pulling the mats out would have been cruel! The woman picked the dog up and all she said was "oh I didn't realize she was that matted" and handed me the money for the services we preformed. Two days later we received a call from the woman's significant other very angrily stated he wanted his money back and that we ruined his dog and that his dog would freeze to death. We explained why we had to do what we did and if they were not satisfied the woman should have confronted us when she picked the dog up, we also stated the appropriate care for the dog if they wanted it to be in full coat. The man was not there for the conversation we had with his girlfriend and she was not here for the conversation with the man. The man stated that he was calling the cops if we didn't give the money back. We did not feel the service was refundable because it was not our fault that the dog had to be short, it was the owners negligence, the service also took 2 hours to preform. The man showed up with the dog with a coat on, the dog did not seem to be "freezing to death". He demanded the money and was not leaving till he got it. We asked him to leave multiple times and when he refused to we made the decision to call the police. At no time were we aggressive toward the owners. The police stated that they could not do anything but make him leave. The police sat in our parking lot for an hour and a half to make sure he did not return. The man stated that he was going to bash us on social media wether we gave the money back or not, which both of them did on our Facebook and google stating false information. We have been in business for 30 years and have never had someone complain to this length especially for doing the right thing for their animal. As you can see with the image attached the dog was not shaved bald. Consumer Response /* (3000, 7, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not honest, I never once said anything about my dog being matted and never had an encounter with Lisa I spoke with Megan. I stayed that we had been bringing her for washes at another groomer. There was never a conversation about my dog being matted I brush and comb my dog DAILY. Consent was never given for my dog to be shaved down and neither a call or conversation was had about matting. Leaving a review about our experience is not bashing its honesty. Business Response /* (4000, 13, 2022/03/08) */ ***'s dog WAS matted and we had a conversation about her dog being matted and possibly needing length taken off, the dog had 3/4 of an inch of coat left when she picked up so her dog was not shaved bald, she was trimmed to the length that would not hurt the dog. *** did not say anything about her being short till 2 days after when her significant other called and then showed up demanding a refund. I do not see this coming to a resolution due to the owner not being forthcoming. This is not a case I would consider giving a refund due to the condition the dog was in when dropped off at our facility. This was the second time that they had brought the dog to this facility with her being extremely matted and we had the same conversation the first time *** brought her in. Neglect is on the owners and I hope they learn to brush, comb and keep their dog on a schedule in the future so no other grooming facility has to be put in this situation.

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