Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My puppy has been sitting in a cage for FIVE hours and I picked her up looking way worse than when I dropped her off. She is COVERED in pee and seems extremely stressed out. I was told by ******* that the girl who bathed her walked out and that her bath was not completed and her nails were not trimmed. The girl apparently told her she was done but ******* did not check and blamed covid for not being able to smell the pee. You don't have to smell to notice a dog is completely covered in pee and has not been fully bathed, not brushed or had their nails trimmed. No one called me to tell me this happened. It took me calling and complaining to be told anything. I should have been notified immediately if there was not someone else there to fix the issue. I was then transferred to the bathing supervisor, A*****, who was quite rude on the phone and did not seem to care about my concerns. He stated that he did notice **** had peed and told someone else to wash her off which was not done and she was left in the cage. This is considered neglect on their part in my opinion. I don't drop my dog off to be put in a cage for 5 hours, I paid for her to be bathed and that was not done. This place needs to have better guidelines on what to do in a situation like this. There should ALWAYS be an inspection done before an animal is handed off to their owner. They should also accept responsibility for what happened and refund me my money that I paid for a service that was not done.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 10, 2022/08/24) */ Immediately upon receiving the pet owner's complaint, top management spoke directly with the pet owner to address her pet's experience at out facility. This occurred on July 25, less than 48 hours following the date of ****** visit. The manager, ****, discussed with the pet owner the correct and intended practices that are typically ensured and followed and the a-typical occurrences that happened on the date of Mrs. ******** appointment, including a Pet Bather leaving her shift in the middle of the day and misinforming coworkers of completing ****** bath. This led to the pet's bath being incomplete, and when realized at the time of check-out our offer to complete the bath was not accepted. Pet owner was charged $37.04 for bathing services before incident was recognized, charges were immediately reversed to her credit card . When speaking to the pet owner on July 25, facility manager **** offered a complimentary bath plus additional complimentary amenities (nail filing and an outdoor potty walk due to not completing nails and ****** urinating last visit). Owner expressed that she is pleased with the care we have shown her other pet ****** and is happy to return to have a better experience. She also removed additional negative social media posts immediately following this phone conversation. She arrived to receive the complimentary services for **** on August 8, 2022 and appeared pleased. No further complaints were issued.