ComplaintsforZoom Groom Express Salon

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 20, 2023, I entrusted my beloved dog, to Zoom Groom Express Salon for a scheduled spa day. My intention was to ensure my dogs well-being during his visit to the facility. However, tragically, events unfolded differently. Approximately ***** minutes after dropping off my dog, I received a distressing call from one of the facility's employees, informing me that my dog had stopped breathing. Initially bewildered by the news, I immediately signaled to my accompanying friend that we needed to return to the grooming facility. The conversation with the employee was abruptly cut short, and within moments, the owner of the establishment urgently contacted me, revealing the devastating news that my dog had passed away while undergoing a routine nail trim. The owner indicated that a lead rope and muzzle had been employed on my brachycephalic French Bulldog, a practice known to be unsafe for such breeds due to potential airway obstruction. Furthermore, it was relayed that the uncertified groomer had left Saige unattended on the table for a brief period. Although the owner(s) displayed remorse and offered complimentary services for my other two dogs, as well as assistance with a necropsy at the time, they failed to maintain communication with me in the subsequent weeks and months. There was no outreach via text, phone call, or any gesture of support that one would expect from a responsible establishment in the aftermath of such a tragedy. Financial assistance, including cremation costs, or assistance in handling the expenses related to my dog's untimely demise was never offered. Additionally, they did not initiate an insurance claim to alleviate the financial burden I incurred due to this heartbreaking incident, even though it is understood that no amount of compensation can replace my dog. I proceeded to arrange for a necropsy on my dog, which confirmed that he had suffered a degree of strangulation during his time at the grooming facility.

  Customer response

  09/29/2023

  This was suppose to have been added as well to the complaint. 

  Customer response

  10/02/2023

  Can you look at this necropsy and tell me if I have at least a leg to stand on? 

   

  When it first happened the owners showed remorse and told me they would help cover the cost but they never reached out in the days that followed or weeks. They have said nothing or sent any text, emails, or calls. I feel like I owe Saige to press the issue because hes not the only fur baby that has experience something from them, his just being the most severe.

   

  For me its not about the money. I would have reacted so much differently if they would have made that compassionate gesture and action stuck to their word but they didnt. They just let me be buried in my grief and never showed they actually cared in the weeks and month that followed. In my opinion if you didnt do anything and it was a freak accident it would be the neighborly thing to do, to reach out and at least check on the owner and his other pups. Because we have struggled since his passing. I got help from the community for his cremation and I was hoping that by doing this and hoping they would pay at least some so I could give back what the community so freely gave to me in my time of need. 

   

  And thank you for your kind words. 

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  Customer response

  10/10/2023

  ***** called to let us know the business has resolved the complaint.

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