Complaints

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: 5/15/2023 Amount: Deceptive practice of $35 on "spa" service during routine grooming for dog, total amount spent at business = ****** Issue: Deceptive practice of adding on "Therapeutic ********************** for dog, added on service without consent of owner. We only consented to *************************************** for $15. We did not consent to a mud treatment service for our dog, a ridiculous notion. This deceptive practice of tacking on expensive superfluous charges to dog grooming services is unethical and unacceptable. Attempt at resolution: Emailed owner, "*****," on 8/7/2023 and was informed that a refund would not be issued for $35 add-on spa service for dog grooming. ***** claims she obtained consent prior to grooming appointment, inaccurately. Only consent for toothbrushing service was provided. Furthermore, ***** continues with deceptive behavior, insisting over email that we consented to a treatment for our dog, for which we did not. ***** claims in her email "The therapeutic mud bath is a speciality service we offer so is always explained how it works, benefits and price. We don't add upgrades to appointments without owner consent." We were not told of any benefits and definitely not informed of the extra charge. $35 for a spa treatment for a dog is not something we would ever do. (See emails attached.)Desired resolution: I am requesting a full refund of full payment paid on 5/15/2023, for a total of $******.

  Customer response

  08/15/2023

  Hello, this complaint is not resolved. The business did not refund the "mud spa treatment" they charged for my pet for $35 without my consent. The correspondence only shows receipts and invoices. 

  Business response

  08/15/2023

  We value our clients and our business could not survive without them. It is in our core values to be transparent, operate with integrity, and to hold ourselves accountable.  In this case, the mud therapy treatment was delivered as requested and at the price quoted on May 15, 2023.   We cannot deliver mud therapy treatment without owner discussion and consent as this service is an upgrade (not standard package) and the product goes directly on pet and is recommended for specific conditions/concerns.  The client was quoted and approved this add-on treatment in person during check in with our groomer and prior to us starting the service.  The clients paid for the services after completed when they picked up their pet; charges were viewed and approved on our Clover POS which required a physical click-through approval process.  They received links to view the closed invoice via text message and e-mail prior to leaving the ************* also offer access to a customer portal that clients can access 24/7 to view invoices, appts, etc. The invoice had all charges for the services delivered itemized.
  
  The accusation that we exercise deceptive practices is inflammatory and simply not true. The owner first notified us to contest the May 15 service add-on via e-mail on August 7 after  they had come in and we completed a second grooming service for them on August 7.  Three months is a long delay to notify and request a credit from us with the rationale that a service was not requested or approved.    To further the contradictory nature of this claim is that this client returned for services and left our spa without any discussion or notification of their issue from 3 months prior until after their dog was groomed again.  If their sentiment is that we are dishonest and untrustworthy, it is perplexing that they would patronize our business a second time.

  We delivered the services as requested at the price quoted and therefore are firm in our standing that no full or partial refund is due for the **** grooming services.

  Attached are four items that we ask the BBB to view as part of our response to this complaint:
  1) Copy of Invoice from **** showing the itemization of  charges and the recording of the CC transaction that shows client approved in-person on our POS.
  2) Screen shot of text message to client with link to invoice from our software with date and time stamp on ****
  3) Screen shot of the e-mail and e-mail log history showing the time delivered and that the message with invoice link was received and opened by client on ****
  4) A copy of the Grooming Report Card  with photo of their ******* as evidence that we delivered the grooming service on May 15, 2023

  Customer response

  08/15/2023

   
  Complaint: 20437385
  
  I am rejecting this response because: It took me three months to request $35 for overcharge for mud spa treatment for my pet because I did not even know that I was overcharged by this amount in May. I did not realize until our second visit in August that this had been an extra charge. I think it is very unethical of the business to charge extra for services like this and do not inform the patron or obtain their consent. I request a refund of $35 for the overcharge from May.
  
  Sincerely,
  
  ***************

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