ComplaintsforFetch Dog Grooming Boarding

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had problems with being charged for services we did not ask to be done, nor were we told at any time in the last year that getting any hair trim, constitutes a mandatory $20 bath. Rachel is the owner and groomer. Our last visit we had problems like this. Constantly being charged for $8 nail trims listed on their own price sheet as "mani/pedi" for $5! Still we have never asked for those because we do them or our vet, which we have told them! Each visit is something new we didn't ask for like baths, nail trims, or eyebrow trims. All things we got charged for. In my texts with the owner I clearly state what I asked to be done and in the receipt ($98.51) you can see what was charged. The price sheet states we should have been charged for a $40 groom and $15 feet face and fanny cut. None of which states needing a bath for a trim. We have three dogs (one stayed home due to recent neuter). In total we shouldve spent $55 and paid $98.51. That's a $43 difference. She called me to tell me she is refunding the $36 difference, but I still want the nail trims refunded as I just researched all of our old receipts to find that we were charged for nails we did not ask for. In the past they did a nail cutting and I asked for a refund of $24 (3 nail trims x $8) and recieved just $8 back. Still $16 I was never refunded. In older receipts you can see that they once charged us the $5 nail trims but later upgraded it to $8 despite their price sheet still remaining at $5. Still we never asked for them regardless. $129 in nail trims I would like refunded since our first ever visit. $27 of which we have paid since they changed it form $5 to $8.Total I want refunded: $129. There is no itemized sheet they show before you pay. They upsell you without talking to you about it. The mani/pedi is listed as a seperate cost for an obvious reason, so the owner should be notified of this before, we weren't. Until now, I never thought to look at the older receipts to see the other nail charges.

  Business response

  04/07/2022

  Business Response /* (1000, 7, 2022/02/27) */ Attached you will find multiple discounts, and refunds that were promptly made to Mr. ******** or his partner. It was with good faith on our part that these discounts, and refunds were issued. When it became apparent that asking for a service at drop off and then denying it (when they knew it was completed)at time of pickup/payment was part of this couple's routine scam we had no other choice but to inform them that we could no longer groom their dogs. Mr. ******** communicated during this conversation that he fully understood our position, and we wished him well. This complaint as you will quickly see after reviewing the attachments of refunds/discounts is nothing but a juvenile attempt at retaliation. If desired we can provide even more examples of refunds/discounts to Mr ******** and his partner but your platform only allowed 10 (our records show we have 13 examples). Consumer Response /* (3000, 9, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is completely absurd. All this company is trying to do is cover their tracks because they know they are caught red-handed. The "juvenile response" as they put it is just them name calling, again because they know they have been caught red-handed. We wouldn't need to ask for "refunds or discounts" if we had been charged correctly. We would have just started to use a new groomer if we knew the wait wouldn't be even longer than the 12 weeks we prefer waiting with another groomer. There was no "routine scam" as they labled it. If we were the ones scamming them, would we really contact the Better Business Bureau knowing that we were in the wrong? No, because that's insane. We know we were wronged, with evidence from the initial post (images). Just them trying to switch the blame to us. Also, insane. We wouldn't have to ask for so many refunds if we were charged correctly in the first place. Again, we don't get to see an itemized receipt until AFTER we pay, and it is sent to your email. You walk in the store, and they are asking for a credit card first thing. Trust me; they know what they are doing. It's just their sneaky way of pushing in unwanted added services. They use text messaging to communicate with you about your dogs. This last visit, you can even see in my messages with them that I asked clearly just for a "Feet, Face, and Fanny" treatment. Then I come in, and they have added a nail trim to it as well, which you can see on the receipt (again AFTER) you pay. You would think that after "multiple discounts and refunds," they would figure out that we don't want those services since most of those refunds or discounts were about nail trims or baths. The true amount of refunds we have ever received is 4, including this last one. In the past, we were told that in order to refund us an amount, they had to refund the whole amount and then charge a new amount. In the pictures the groomer attached for you, there is a refund, I think, for $176, and that is the one where that was done. Then, a new amount, minus nail trims, was charged. At the time I remember asking if we needed to give them the card over the phone to re-do the purchases and they said no it wasn't necessary because the card will save on file for the purchases the same way it would for a refund. During our last phone conversation, Rachel, the owner,told me she had issued me a refund for the recent unwarranted charges, but in addition, removed us from her schedule permanently. While not yelling, she was rude in her tone when saying, "Never in 26 years of grooming have I ever had so many refunds for one customer." She then proceeded to say,"I have employees who need to get paid." Then she stated her goodbye, and the call was over. All we got from this conversation was that she was upset we had asked for refunds. Again, don't be mad that we asked for so many refunds! We wouldn't have had to if you didn't deceive us in the first place! I am sure with their system that not many people catch it since the receipt just goes straight to the email; some may not even ask to have their email on file and not get a receipt whatsoever. I'm not sure why we are talking about discounts, though, because we didn't ask for any. Any "discount" was asked to be a refund because we only had a problem whenever we were overcharged. Also, let's re-point out the nail trims again. Attached in my first response was a picture of their own menu (available online and in-store) where a nail trim, listed as "mani/pedi," is listed for $5. Even though we did not authorize nail trims, we were being charged $5 each time up until recently, where she started chatging us $8 mysteriously. You can see this in the receipts. Their menu does clearly not reflect that pricing for one and two; in general, we never asked for those services. In her response to BBB, she is trying to push the blame onto us about the "added services," meaning the nail trims and baths. She thinks we know about them beforehand and are trying to get them free. This is almost laughable. Seriously think, why would we be going through this much trouble if we knew we weren't deceived and lied to? For each time we had a problem, we clearly stated with them that our dogs would get their nails trimmed at their vet (who does not charge for the service). It is mind-boggling that you would have that many problems over over-charging with one customer that you clearly remember, because you've so stated that we are the "Refund Customers in your 26-years of experience, that you can't remember that we have clearly asked you and your receptionist that we do NOT want nail trims? Now THAT is juvenile. Playing dumb is juvenile. There was even one time recently where we came in for our dogs to just get baths. At our last visit before that, they stated to us, "In order to keep you on our very long wait listed schedule, we need to schedule you baths at least 4 weeks from now as a good faith appointment. That they no longer would let us wait 12 weeks in-between haircuts and that 4 weeks was the height of the 8-week timetable that they would be allowing going forward (even though after the next haircut, we were allowed to go back to 12 weeks, mysteriously). However, getting back to the original sentence in this paragraph, during those scheduled baths, we came in, and nails had been cut, again... In addition, one of our dogs had his eyebrows shaved off, and her excuse was that she was "trying to even them up." What I really wanted to know is, if we are laying for just baths, why in the world is a pair of hair trimmers going anywhere near one of my dogs?! Nonetheless, shaving off his eyebrows almost to the skin?! So we came in for baths, and were charged for baths, nail trims, and face trims (3 of each) on an appointment that we did not want in the first place, but we were forced into scheduling in order to keep our place on the schedule for actual haircuts 4 weeks later. We called, and she refunded us the nail trims, but nothing else. We should have received money back for the face trims as well, which again were unwarranted and unwanted. As stated in my first response, after looking back at all the emailed receipts over our entire history, we see that we are charged for unwanted nail trims. For all nail trims that have not been previously refunded, that total came to $129, which still needs to be processed as a refund. Yes, we have been refunded for some nail trims, but this total is a calculation from all other receipts, again excluding the ones that had been refunded already. All of those receipts were attached. Some of the oictures the groomer attached themselves are duplicate screenshots, as I am sure you can tell, and they do not show the items in which they should've been charged like on the receipts I have attached. All we wanted from this was to be treated fairly and with respect. Lies and deceit get you nowhere. It only takes one customer to notice, and if that customer is us, then so be it. I'm not worried about us being her most refunded customer of all time. What I am worried about is her and her company ripping people off blind in the future. It isn't right, nor honest. I can understand being a small business and needing to make as much revenue as possible, but added services are NEVER just an assumption you take and add to the services your going to do, and then charge for it when it was not asked for. Why even list everything as a separate item on your menu if that's going to be the case? Why not just couple things in a bundle or package so customers understand in full what you are going to do to their pet and charge them for? We hope that Fetch can take this as a learning experience and understand that this is not okay, and maybe it will change their business practices going forward. We are not the bad guys here. We are being made out to look like the bad guys but never did anything wrong. We wouldn't go through this much trouble if the issue wasn't consecutive. It just is shameful that someone thinks of their customers this way, so it is my hope that even if the $129 is not refunded (we still want that refund, by the way), that this changes how they do their business so other customers are not affected. I'd be shocked if we were the only customers in their history to ask for a refund. Refunds happen in business. Additionally, to previously refunded customers for a second time or more. At the end of the day, there is no ill will. We just felt very taken advantage of, and it felt intentional. After one or two times, that's reasonable to understand. After countless times following that, a pattern begins to show. From that point, it became hurtful as we knew what we were being taken advantage of. Hopefully, no one else has had this many issues, and we also hope that Fetch can learn from this. When they do the actual haircuts, you can tell they are talented because the haircuts look great. We wish them nothing but success in t

*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. ↩