ComplaintsforKeystone Pet Place

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Both of my dogs were taken to the grooming salon of this store for a nail trim on Saturday 4/16. One of then got her nail cut too short as well as sustaining a cut to her paw. My boyfriend could hear the groomer ********* yelling at my dog from inside the store. When they brought my dog out of the salon she was bleeding. The staff of the store attempted to place a clotting powder on the nail and made no further attempt to care for the nail when that was unsuccessful in getting the nail to stop bleeding and never even addressed the fact that her paw was bleeding. I spoke with 2 managers named ***** and ******* who directed me to store owner April. All 3 of them were unsuccessful in doing anything about the situation. I am demanding a refund due to the inappropriate handling of my dog.

  Business response

  04/25/2022

  **** *** brought his dogs into Keystone on 4/16/22 to get nail trims done. While working with the second dog a nail on the first paw got quicked. I reviewed the security camera footage and can see the groomer followed protocol by applying styptic powder and after the nail stopped bleeding she continued with the rest of the nails. Our groomer handled the kind, but excited and wiggly dog with care and patience. When the nail trim was finished the groomer walked the dog back out to ***** and you can see from the video footage that there is no active bleeding. Our groomer hands the leash back off to **** and walks away.
  

  As **** sits at the bench the nail begins to bleed again. This can happen if the styptic powder gets knocked loose off of the nail. He walked up to the counter to ask for a manager and we then moved back to the grooming check-in area. Another groomer came out and the groomer, the store manager and **** reapplied the styptic powder and got the nail to stop bleeding, but when the dog jumped up on the bench it reopened. They all reapplied the powder again and got the nail to stop, but we then decided it would be best to send powder home with the owner. The dog was happy, but energetic and jumping on the owner, the bench and the ground and it seemed to keep knocking the styptic loose. We felt the reapplication would have the best chance of holding when the dog was more relaxed in their home environment versus continuing to have the owner restrain the dog, getting the dog more worked up. **** then checked out, we gave him a baggie of styptic powder and he left the store. There was not any bleeding between the checkout counter and the door.

  
  

  When **** was in the store, and when ***** called later in the day, they never mentioned a cut paw. When we talked the next week she mentioned that our groomer cut the dog's paw pad. I assured her that when reviewing the video footage our groomer never used the nail trimmers on the dog's paw pad, the dog did not receive a cut on the paw pad while in our care.
  

  
  

  We understand that having a bleeding nail is not something a customer appreciates. Unfortunately a quicked nail can happen as dogs are not able to stand still for a nail service as a human would. This can happen at any salon, in someone's home, or even a veterinarian's office.While working on a living and moving animal, quicked nails are a risk that no one can make completely unavoidable, because of this we do not offer refunds when a nail is quicked. However, in this case we will give **** *** or *************************************** (whichever credit card was used for payment) a refund for their one dog's nail trim for a total of $10.60. They can call the store during normal business hours and ask for a manager and we can do the refund over the phone.

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