ComplaintsforFrom Head to Tail Grooming Spa

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nature of Dispute: Intentional and willful disclosure of personal information on line, in retaliation and in an attempt to intimidate consumer for leaving an HONEST and negative review of reckless services provided. On 7 Feb 2022, the owner of "From Head to Tail Spa" in Alexandria, VA,, willfully and maliciously posted personally identifiable information in a public response to a customer review I left, detailing poor service received from her business. She posted my name and the name of my pet, in an attempt to intimidate me and invite harassment in retaliation for a review I left of the poor quality work and unethical overcharging I experienced at her grooming business in Alexandria, VA. In my review, I did not provide the name of the groomer OR the owner, yet the owner replied and used my name and the name of my dog in her comment. This behavior is completely unethical. I e-mailed her and demanded she removed my personal info immediately, which she neither took action on or responded to. To be clear, she is completely entitled to publishing a response to my feedback and I made no request for her to delete the entire comment only the removal of min an my pets name. To force consumer to delete their comments in order to protect their personal information is highly unethical. I ask that the BBB intervene and encourage this unscrupulous business owner to remove personal info from their responses.

  Business response

  02/16/2022

  
  ---------- Forwarded message ---------
  From: ************************* <**********************>
  Date: Wed, Feb 16, 2022 at 2:54 PM
  Subject: Complaint ID ******** *****************
  To: <[email protected]>
  

  
  

  To: Dispute Resolution Team

  From: Jodi G*************, From Head to Tail Grooming Spa

  Re: Response to *****************'s complaint

  
  

  Background:
  On January 6th, ***************** brought her ****** puppy, *********************** in for a groom at Head to Tail Spa.  After meeting with the groomer for an intake, a bath and tidy service was provided which includes a bath, blowout, nails, sanitary and paw pad trim, and well as a very minor face trim only to clear hair out of the eyes.  The cost for such service was $110 which is the accurate and appropriate starting cost for a longer coated 25 pound ****** puppy; a full groom haircut for *********************** would have been $140+. 
  

  
  

  On January 6th, ***************** emailed the spa about ****'s nails and we responded immediately and from there on all communication was via text.  We offered for her to come back in for us to check the nails and refile them.  Her texts that followed added complaints about grooming on ****'s face falsely accusing the groomer of shaving his nose.  She also presumed she was given an inexperienced groomer in her complaint to us via text to which we responded as well.  We offered for her to bring **** back in so we can check the nails and also take another look at the face to make any adjustments.  Doodle grooming is very subjective and doodle puppy coat at this age is transitioning to adult coat so those two things combined mean the groomer and owner need to work together as there is no right or wrong breed standard for doodle grooming as doodles are mixed breeds.  Groomers always are willing to work with their clients to make any adjustments.  When we offered, ************** refused to bring **** back in because the same, highly experienced groomer was rejected by her.  At that point, we determined there was nothing left we could say given the tone of her text communications to us.  

  
  

  One month later on February 6th, ***************** wrote a 1 star **** review with her first name in the review (**********) and we responded with her first name in the response and at that time, she had absolutely no complaints about the use of her name (it was already in her profile).  **************, then updated her review to respond back to us to which we chose not to respond again given the tone of her review and response.  We did however, immediately block her to ensure there would not be any further communication with her. Then overnight sometime in the very early hours of February 7th, ************** copied her **** review into a 1 star ****** review of our spa under the name * *****.  As we feel the need to respond to such a review, we commented with a short response referring to our response on her **** review (the only difference was naming her dog in this response).  She then updated the ****** review like she did in her **** review.  Again, we chose not to respond given her tone and accusations. 

  
  

  ************** has since removed her identifying information from her own **** and ****** accounts after she posted defamatory updated reviews of our business.  ************** made the decision to go public; we did not.  If ************** feels our response should be removed by ******, she can flag it with ****** and ****** can determine if it violates their policy and needs to be removed or edited.  ************** did not make any complaint about her name in the **** review response, so this complaint to the BBB is objecting to the ****** review response only where the name of her dog was included.

  
  

  Attached are ***********'s defamatory **** and ****** reviews and our responses as they appear online now after she removed her identifying information and also updated her reviews to slander us calling us unethical and bringing this complaint into her review (in retrospect, we should have taken a screenshot of it before she changed her profiles or updated her reviews).  For the record, the only communication we had with ************** is what we posted as responses.  We never asked her to remove her reviews or tried to intimidate her as she now accuses us of doing in her updated reviews.  Also attached are screenshots of our text message exchange with **************. We maintained a respectful tone and really did try to make things right. Our spa has security cameras throughout and signage letting patrons know they are being recorded.  At check out, the saved recording shows ************** was quite pleased with *************************** groom and thanked us for the service. 

*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. ↩