ComplaintsforSheer Heaven Pet Resort

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grooming appointment scheduled for 8/6 at 7:30. Owner showed up 30 minutes late. Bath and grooming was to take ~90 minutes. 2.5 hours later we went to get the dog, as nobody would answer the phone. Owner insisted on cash only ($80). Our dog was in worse shape than when we dropped her off. She smelled worse and we had to bathe her again ourselves, her coat was uneven and there were even places on her coat that were uncut. The worst part was that 2 of her paws were bleeding so badly that it took 36 hours, multiple treatments, and bandages to stop the bleeding. When you call the business you get voicemail with instructions to leave a message for a call back; but she never calls back. It's really just screening calls with no intention of a reply, I've left a few messages requesting she call back and/or requesting a refund. There has been no attempt by the owner to resolve this issue.

  Business response

  08/17/2022

  This is so far from the truth its amazing to me,

   

  I was not late, the owner talked to me, I was across the street picking up coffee and got there at 7.35, which she had no problem with at all. Her dog was very difficult to do, she told me it bit people, so that's a hint it may take longer, how ever, this dog either has never been groomed or has been to every shop and got kicked out . it does alligator rolls on the table ,its not leash trained, it had to be muzzled, its horrible in the bath tub, and made its own toe nails bleed, NOT IT PAWS THERE IS A DIFFERENCE.  by clawing the tub and trying to jump out. So unfortunately this dog took a lot of my time, and because it was scared in the tub,I took it out and  capped its nails with soft claws, and put it in a cage dryer to dry safely and calmly * THE SAFTY AND COMFORT OF THE DOG IS THE MOST IMPORTANT. 

  Unknown to me, she had a birthday part to go to , and walked in the door using profanity, at me to give her her * I quote* Give me my ******* dog***, I told her the dog was not finished being groomed, she said more profanity that she wanted to see it now, before she paid, and even attempted to take it with out paying.  Now, if your dogs difficult it doesn't give you the right to not pay, me or complain if you choose to take it home, wet, and not finished, this dog was just a little bit away from being done, and if she would have helped me hold it on the table, I bet in 10 minutes We together could have had it done. and the marks on her car seat was just the paw print from the nails that had. bled, but they were capped and not bleeding, I tried to tell her about the dogs day but she wouldn't even let me speak.

  The husband who reported this review, just plan lies , I talked to him on Tuesday, told him he could bring the dog down hold it and I would go over its hair cut. He filed this after, our talk where he states I refused to help him. 

   I have been in business in Murrysville for 26 years, I always take care of the dogs to the best of my ability, I am extremely busy this time of year, and seek future customers, who are considerate, helpful and will treat me with the kindness I display for there dogs. This is unacceptable and this Owner, exhibited no compassion for her dog, no care or interest on what this dog needs to get better, it needs a better owner and  I feel very sad for it and no wonder its a mental  wreck. !!!  Photos were taken, of its capped nails and hair cut, which for a rough cut was quite ok. ! Ill be happy to provide them to anyone who has any questions. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  First of all, the owner said in her reply she got to her business at 7:35.  The attached screenshot of our calls to her prove our assertion; why would we call her at 7:41 (no answer) and again at 7:46 (she answered, said she needed her coffee, and then showed up 10 minutes later.  This proves she, not I lied.  
  Next, as can be proven again by the timing of the submissions to the BBB, I submitted the complaint PRIOR to her contacting me on Tuesday in response to my 2 voicemails left SATURDAY.
  The day of the appointment, when the owner didn’t call or answer the 2 calls left at 10:16 and 10:25 we did go to get the dog. The owner wouldn’t bring her out, no surprise considering her condition, and that’s when she said we wouldn’t get the dog until she was paid first, in cash.

  In her call the owner admitted the haircut wasn’t completed, the dog wasn’t dried, and her paws were bloody.  For this, she feels entitled to being paid her full price.  At most, a reasonable resolution would be a refund of half the cost since she did not fulfill her obligation.

  Regards,
  
  **** ******

   

  Business response

  09/18/2022

  I included photos of the dog, before the hair cut and after, although the customer chose to remove the dog before the finishing touches were complete its hair was cut, it toe nails were capped. I worked on this dificult pet for 3 hours and charged you for one, there will be no refund. 

   

  I strive to have a very happy experience for pet and person, but some times personality's are just not compatible and I do not tolerate or work for people that rush me , swear at me and act like a tyrant. Please seek services else where in the future.  I consider this closed and no more responses will be made. 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I seen the owner posted a add for dog training on Pennswoods and I had contacted her to train my 2 year old pitbul to listen. She and i sent messages back and forth and her price was was 750. She said she would keep my dog and have her completed in around 2 weeks to a month. I agreed, and we mad a date for me to drop my dog off at her place on April 1. 2022. At that time I had paid her cash. of the 750$. And I did take my own dog food but the trainer did not like the dog food and told me to take it home and she would feed my dog her food and I would pay her when my dog would go home. I agreed to that. At the end, that bill came to 30$.....HERE IS MY PROBLEM..... when she said for me to come pick up my dog, she wanted another 780$. She changed her prices after we had an agreement and she was paid in full for everything except the dog .food. And she refused to hand over the dog until I sighed a agreement to make her monthly payments of 100$ We did not have anything in writing. She did not do contracts. BUT I DO HAVE EACH TEXT MESSAGE AND MESSAGES FROM PENNSWOODS double checking on the price of 750. Telling her Im on a fixed income and I can only afford the 750$. Everything was great at that time. And to answer your question if I contacted a attorney, the answer is YES....This was a breach of contract, she had me sigh a papers to make payments to her for more money that I DO NOT OWE HER, or I could not have my dog. My dog learned ONE thing the whole time there. It was a down stay. And it was a half A@@ job. That is all she learned. ..........I did try proving to owner our agreement of what I was to pay and she did not want to hear it....... MY COMPLAINT IS I FEEL SHE IS TAKING MY MONEY> WE HAD A AGREEMENT AND SHE WANTS EXTRA MONEY> I WANT THE !%) I PAID TO GET MY DOG AND I WANT THE BILL TO BE PAID IN FULL

  Business response

  06/08/2022

  To Whom it may concern, this letter is in response to the letter  submitted about training the Pitbull , The customer, was well aware of our pricing, she left her dog for over a month, and paid for 2 weeks, she refused to pay her balance due. Her dog was a very much out of control ,very aggressive dog, totally allowed to run the show ,and the owner refuses to self educate herself  on being a responsible, leader of a dog of this caliber.
  
  
   Due to her continued insistence that she's on a fixed income and low on funds, I bent over backwards, baths, no charge, educational videos no charge, a free week no charge. Then she refused to pay her bill for the last 2 weeks of the really 5 weeks the dog stayed., I had to keep her pet until it was paid, or sign an agreement to make monthly payments. If they are not made a trip to the magistrate will be in order.     
  
  
  I can show a person what to do. I can tell them what to do, but the bottom line is I can't make them do it. This lady came to get her dog without the recommended training collar and started the dog instantly on its return to her allowing it to be in charge. I really like pitbulls and tried to make a difference for this pet, but I can not change who has it or what it's allowed to do.
  
  
   I see she had the funds to contact an attorney so full payment will be required. This pair does need more structured training and lessons and continued socialization or a situation will probably occur from no fault of the dog or my training. I have videos and photos of the dog, mingling nicely with other dogs and some of her progress in-training while here.
  
  
  
  Please feel free to reach out to me if you have any more questions or concerns. I am an ex-military dog Trainer with over 35 years of training dogs. 
  
  
  Patricia R***** 
  
  Sheer Heaven Pet Resort
  
  4063 William Pen Hwy 
  
  Murrysville Pa 15668 
  

  Customer response

  06/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******  She stated she supplies training video's. The videos she is talking about is free from YouTube. I paid 50$ for each class I attended ( 2 classes ). I did everything I was told. I agreed to everything from the start as you can see the price was 750. That was paid in full in cash at time of drop off. That was stated in messages as price of service as you see she said she usually keeps dog 2 week's to a month. A trainer never knows what dog acts like when they get it. It's their job to train. And only thing my dog got out of it was a down stay. And that is not all there. If I didn't care about my dog I wouldn't of looked for a trainer. I held up my part of contract from the start as stated in all the messages. She is trying to scam the wrong one.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩