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:09/27/2022

  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.

  On Saturday September 24th I dropped off my 3 dogs for grooming, costing $70 per dog. My husband picked them up around 3:00pm. When he got home he said he noticed in the car that one of the dog (cookie) have red eye she might have an infection. Cookie was so scared when she got home she went under the sofa hiding. Not until 5pm feeding time she came out and that’s when I saw her eye blood shots. I immediately called a dog dream and they closed at 5:00pm. I left them a message about cookie’s eye and asking for them to call me back. Right after the phone call I called my vet and got an appointment for Sunday 9/25. The results of the visit from the vet is forced drama to the head or neck and that’s the reason for the blood vessels to break causing her blood shot eyes. The vet visit cost $95.39 and I need to have her come by in a few days for a follow up. Monday I called again at 8:46 am no one answer left them another message they never return my call. I’m very upset and frustrated that they have the decency to reach out to me to discuss the situation.

  Business Response

  Date: 10/13/2022

  This is my second response to this compliant. I don't know where the first one went, but, I have even spoken to your representative on the phone. 

  RE: ********

  On Saturday, Sept. 24, 2022, Ms. ****** did bring her 3 dogs in for grooming services at our business. During the bathing / grooming process, the groomer brought Cookie to me to consult the haircut that the customer wanted. At this time, I noticed what appeared to be a "cherry eye", I did not notice this at check in as I was getting the grooming instructions as to what Ms. ****** wanted. This is common in some older dogs. It is like a third eyelid. The husband looked at the dogs and took them home. We close at 5:00 pm on Saturdays. It was not until 3 hours later that she "noticed" it. She immediately started calling and leaving messages on our Voicemail system. The message clearly has our business hours and instructions of when we will return calls. "The next business day!" She left 3 messages and made an appointment at a vet office. 

  The grooming process is very stressful, especially, for older dogs. With that being said, the eyeball is the weakest part of the body. The eye is also the fastest healing part of the body. Dogs can become stressed out with no outer signs and this causes the blood vessel to "pop" in the eye. The eye will absorb any blood in the eye is usually 1-2 days without any treatment as there is nothing a Vet can do except take your money. We have been in business for 37 years and have seen this happen on several occasions. Mostly from separation anxiety or fear from being at a new place they don't know. Vets, especially, if their clinic offers grooming services will never tell the Owner this and say exactly what they told Ms. ******. They do this to hopefully bring their grooming business a new customer. I have reviewed the security camera footage of that day and interviewed both of the people that preformed work on the dog. There were not any issues with the dog getting bathed or groomed. The dog was very well behaved for both people. We usually don't take older dogs as new customers for this very reason, but, being referred by a friend, we made an exception.

  When I arrived at work on the morning of the 27th, I retrieved the voicemail messages and immediately tried to call Ms. ******. Her voicemail was full and couldn't take any new messages. I sent her a text and called several more times over the next 2 days and never got in touch with her. She filed this complaint without ever talking to us or giving us a chance to even send the dog to a more experienced Vet for a second opinion. I am asking you to consider all facts that are in my response and not tarnish my businesses 37 immaculate record and post this complaint.