ComplaintsforSassy's Professional Pet Grooming

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2022 I took my two small puppies to Sassy’s Professional Pet Grooming for a full service. Upon leaving my male dog ran to me and was extremely distressed. I was not told anything or informed of any issue from Sassy’s personnel. He has been groomed several times and this has never happened in the past. My previous dog groomer went out of business due to Covid. A few days later, I noticed a cut on his penis area. I called Sassy’s and left a voicemail to convey my discovery of the cut on my dog’s penis. Both of my dogs, Yorkshire Poodle mixes, weigh under ten pounds. They said that they were training new staff and their regular groomer was unavailable. I told them that the omission of telling me about the cut was unprofessional and a dereliction of business ethics. I asked for a refund via phone on July 25, 2022 and was refused.

  Business response

  08/01/2022

  Response to complaint #********

  
  

  To whom it may concern,

  
  

  On July 14th one female dog, under 12 lbs and one male dog, under 12 lbs were brought to Sassy's Professional Pet Grooming for a nail trim, ear cleaning, all over hair cut, bath, teeth brushing & anal gland expression. On this date each of these services were completed. During this visit it was observed and noted that the current condition of the pet's coat was less than poor and very matted. There are several factors including, but not limited to, stress level, coat condition and overall behavior that will effect a pets overall outcome of completed services. All desired services were completed. 

  
  

  On July 25th we received a call from Michelle ****** stating she was concerned that she has found a small scab around her male's penis. She went on to express her concern that it was from being cut during his visit. I explained I did not personally groom her dogs. I checked the notes from her pet's visit to find that their coat condition was poor and matted. I went on to explain to Michelle ****** that unfortunately when a pet's coat is as hers was the cut risk is much higher. I stated if her pet was cut during his service here I am very sorry but we would not ignore if a mistake was made and would have brought it to her attention. I received a second phone call on July 25th requesting a full refund along with a threat to the BBB if I did not give her a full refund for all services rendered. I refused.

  
  

  Since receiving her complaint with photos attached. I have concluded that what she found on her dog is very unlikely to be evidence of a cut from grooming services. The area in question was not cut close enough to the skin to create a cut. Furthermore, Michelle ****** stated the dogs had not been groomed since Covid. The grooming industry reopened for services in August of 2020. If these pet's have not been groomed in approximately 24 months, they're severely behind the recommended grooming schedule of 6-10 weeks.

  
  

  In conclusion, at check in Michelle ****** signed a form acknowledging our request for her to research "shavers shock" to become familiar with the side effects of releasing this long term tension on her pets skin. which may include rolling, chewing and scratching. With these side effects being a contributing factor to this situation, Sassy's Professional Pet Grooming will not take responsibility for a scab that was reported 11 days after services were rendered due to the fact there is no sufficient evidence that an injury occurred while in our care.

  Customer response

  08/01/2022

  Greetings Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Enclosed within the email is an attachment with critical issues underlined in red within the message from Sassy's business. I have underlined the phrase where Sassy's acknowledged that I found a "small scab around her male's penis." This is true and could not have been made from my pup who is very small and has never had a cut on him like this before from any another previous groomer. I underlined the phrase "it was from being cut during his visit." This is also a true statement and was my reason for concern. The Sassy's business owner explains further in her email "I did not personally groom her dogs." This statement is also true. She told me that it was a trainee and that was not available or present in the office to properly supervise her trainee, which is a direct dereliction of duty as a business owner and negligence on her part to properly care for my dogs or have someone available who can properly perform the service in which they were paid to do in full. The next underlined statement is "pet was cut during his service here I am very sorry." Sassy's owner did verbally apologize, however this apology was negated when she refused to refund the service that she failed to fulfill. She would not have apologized if she did not recognize her own wrongdoing. She knows that she failed to perform the service that she and her team was hired to do. When I simply asked for a refund after her verbal apology, I underlined where the Sassy's business owner stated, "I refused." This is also a true statement. She refused to refund my money after she apologized for her negligence as a business owner and service professional. 

  
  

  In the next paragraph, I underlined this statement, "cut from grooming services. The area in question was not cut close enough to the skin to create a cut." This is relevant because it mentions the word "cut" three times on one typed line by the Sassy's owner. The latter sentence does not make sense. It was a cut on his penis. He is a small, fully intact Yorkshire Terrier/Poodle mix that weighs under 10 pounds. He has never in his entire life had a cut on his penis. The last underlined portion in Sassy's email is "Sassy's Professional Pet Grooming will not take responsibility for a scab." This is true, she did not take responsibility after she gave a verbal apology for cutting my dog. Sassy's stated that disciplinary actions were taken against the trainee and I told her that this step was not necessary, I only wanted my money back. She refused. She then offered to groom my dogs for free. Why would I subject my dogs to an employer who does not properly train their employees on proper technique nor supervise them when cutting their private areas. I said absolutely not. I love my dogs too much for that to put them through that again. I simply want a refund for services not rendered. 

  
  

  Now that I have mentioned the parts that are true, please allow me to address the portions that are not true. I did not state that my dogs have not been groomed since Covid. This is a lie. It was not approximately 24 months that they went without being groomed, this is also a lie. I did not threaten them with the Better Business Bureau. I simply stated that since she verbally apologized and acknowledged her wrongdoing but refused to issue a refund, then I would turn it over to the BBB to handle things properly. She told me to "do what I have to do." I will leave the matter in your hands. Thank you for your time and consideration. 
  
  
  Best Regards,
  
  ******** ******

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