Alani's Paw Spa & Grooming

I am rejecting this response because:The statements that the owner made are not based in fact.  I suggest that the surveillance be viewed, if need be, because not once did I call the owner a "liar". She cut me off and basically harassed me into viewing her video on her phone, at which point I did tell her I didn't want to see it and wanted to retrieve my animal.Furthermore, I have phone records to show that not ONCE was a call made to me regarding my animal.  That is the crux of my complaint.  It was 7 hours after dropping off my dog that I placed the call to the business to check if she was done being groomed when I was given the run around by the staff, then eventually the owner, at which point I, the customer, said I was going to be picking up my animal.  The owner's comment about the animal being the problem is absurd.  I have had my dog for 11 years and not ONCE has she been aggressive.  This is evident also by the fact that she has been to this establishment without problems.  I put the onus on the staff, as it's a known fact that when an animal is uncomfortable or feels in danger it will act out.  I take exception to her comments and the blatant lies in this response.  I will happily submit phone records indicating that not ONCE was a call placed to me.  A decent grooming business would call the owner promptly and made every effort not to lose a paying customer, or at the very least politely told the customer that they were unable to work with the dog.  This was not the case here and again, I would recommend a regulatory agency to look into how this business is poorly operated.

Review: I Took My 6 Year Old Male Chihuahua To Alanis Pet Spa On May 31st,2016 To get His Teeth Brushed & Nails Clipped And Said It Would Be 5 Minutes Ti clean his teeth & to do his nail clip & Come back And Then When I Came Back To the Office They Said The Dog Got Loose Some How And did Not Attempt To Help Me Or My Mom Find My dog & Acted like no big deal. We Ended up Finding My dog at a local dog Pound And Had to Pay $145 Dollars to Get Him Released due to their negligence and when I picked up my dog the pound said he had fractured teeth.Desired Settlement: I would like this business to be investigated on how they are treating the animals and if they are attentive making sure any type of animal that is in their care Are being watched so they aren't Being let loose by their negligence Or being Abused

Review: Careless grooming of my 5 yr old, over weight, standard short haired male doxie dog. I brought Pico in for grooming, I chose the Spa package for $38.00 which includes bath, nails cut, ears cleaned, teeth brushed, anal glands expressed. (You don't shave or use clippers on short haired doxie's under carriage.) Everything seemed fine when I picked the dog up. This took place on June 5. I went directly to the vet as the dog needed to have blood work done by a vet tec., NOT THE DOCTOR. Pico went with the tec to have his blood work done, and the tec came out and asked me how long the dog had the bruising on his breast bone and redness all over his stomach? I was shocked, the tec asked did I wanted the Dr. to see his chest? I said yes. The doctor looked at him and used a medicated spray on his chest and all over his under carriage. The next day June 6, the vet called to see how the dog was doing. I told him I thought things looked a little better but he was sleeping more than usual. Doctor said that was ok and to put neosporin ointment on him before we went to bed. This morning June 7, there was blood and oozing from his large chest wound so I took him back to the vet. The vet cleaned his wounds and gave me a 10 day supply of antibiotics and a spray to use twice daily until he is all healed. So far my vet bill is $101.34, and I did cancel the $38.00 charge on my credit card. The owner of Alan's Paw Spas, [redacted] did the grooming of Pico and claims she didn't shave or use clippers on Pico. I do have pictures to prove that a clipper was used. I also have my doubts that [redacted] even has a license to groom animals. Shame on me, as I never asked to see one.Desired Settlement: First of all, admit to her untruthfulness. Second, it would be nice if the [redacted] would pay my vet bill of $101.34. (I'am sure that will not happen). Most of all I do not want to see any other animal treated the way Pico was. Pico was a rescue dog that had been in two other homes before we adopted him three years ago. He deserves a break.

Review: My name is [redacted] and I would like to file a complaint against Alani's Paw Spa and Pet Grooming located at [redacted].

My dog was groomed on Saturday, March 5th and since the visit she has been to the veterinary three times within the past few weeks due to trauma and inflammation around her neck area and right leg, she has been very weak and unable to walk as well as walk up and down the stairs, she has not been eating or drinking regularly and unable to do her normal activities. I called the owner and explained what has been going on with my dog and told her I was taking my dog to the veterinary and asked for insurance information so I could file a claim but she refused to provide any of her insurance information. Since then I have incurred $544 and my dog has not been the same since the visit.

Any assistance would be greatly appreciated, I can be reached at [redacted].

Thank you,

[redacted]Desired Settlement: I would like all existing and any new veterinary bills paid and covered as well as grooming fee.

Review: This place is terrible. My dog, who has been here multiple times in the past few years (which now I sorely regret), apparently was "uncooperative"...yet the owner FAILED to call me and inform me of this until SEVEN HOURS after I dropped her off, when I called to check in and see if she was ready (because it certainly doesn't take seven hours to groom a dog). Upon picking my dog up, the owner was rude, standoffish and tried to show me on her phone a video of my dog's behavior. Instead of recording it, how about picking up the phone to call me, the owner, and inform me of what was going on? I highly suggest a course in customer service for the owner and all of her staff. A prompt call to the owner in a situation of a difficult animal goes a lot farther than recording it on your phone and basically blaming the owner. Terrible service, terrible attitudes, and I really wonder why this establishment is even allowed to operate as a business entity.Desired Settlement: I would love to see this business shut down. There are multiple reports of similar treatment of both the grooming of pets (their product) as well as the huge lack of customer service to the paying owners of these animals. The reviews can be found on sites such as Yelp and [redacted].At the very least, I would suggest someone looking into the service they advertise. Leaving animals there unattended for hours on end with no communication between the staff and the owner is awful service.

Business

Response:

Dogs, like humans, have good and bad days. Although it is true this dog has been done here before, on this particular day it was showing signs of human aggressiveness. We first let the dog rest, groomed another dog and attempted again to no avail. At that time we decided not to groom the dog for fear of safety for my staff and myself. I personally as well as another employee both attempted to call the owner with no answer. Once it was decided not to groom the animal it would be foolish to let them sit around at the shop being human aggressive. Upon arriving the owner called me a "liar" and refused to watch the video of her dog and its behavior which I still have. I also have the entire shop on surveillance camera including all conversation which I will gladly show for anyone to judge themselves. I have AKC and IPG salon certifications which are not even required. Maybe it is the dog who needs behavior classes.

Consumer

Response:

I am rejecting this response because:The statements that the owner made are not based in fact. I suggest that the surveillance be viewed, if need be, because not once did I call the owner a "liar". She cut me off and basically harassed me into viewing her video on her phone, at which point I did tell her I didn't want to see it and wanted to retrieve my animal.Furthermore, I have phone records to show that not ONCE was a call made to me regarding my animal. That is the crux of my complaint. It was 7 hours after dropping off my dog that I placed the call to the business to check if she was done being groomed when I was given the run around by the staff, then eventually the owner, at which point I, the customer, said I was going to be picking up my animal. The owner's comment about the animal being the problem is absurd. I have had my dog for 11 years and not ONCE has she been aggressive. This is evident also by the fact that she has been to this establishment without problems. I put the onus on the staff, as it's a known fact that when an animal is uncomfortable or feels in danger it will act out. I take exception to her comments and the blatant lies in this response. I will happily submit phone records indicating that not ONCE was a call placed to me. A decent grooming business would call the owner promptly and made every effort not to lose a paying customer, or at the very least politely told the customer that they were unable to work with the dog. This was not the case here and again, I would recommend a regulatory agency to look into how this business is poorly operated.

Review: In September I took our dog to be groomed. I received a phone call in the afternoon asking if the dog had a limp. When I told the groomer that she did not have a limp I was told that I was wrong and that the dog had come in limping and they had to carry her to the back. I was also told that the groomer believed she had hip dysplasia. It is true they had to carry her, but that was because as soon as we walked into the building the dog refused to go any further, not because she had a limp. She walked in with no problems. When we picked her up we discovered she had much more than a limp. She could not put any weight on her leg at all. We were treated unprofessionally and there was no admission of what actually happened while our dog was in her care. We were told never to come back as she would never do business with us again. We took her to the vet the next morning. The dog's hip was dislocated. In the past few months she has had 2 surgeries and been treated by a specialist. I have been told by the veterinarians who have treated our dog that this type of dislocation only happens with severe trauma. I was also told there is no sign of hip dysplasia, or any other hip problems, at all. I sent a letter to the groomer following the first surgery but have received no response. The cost is now over $4,000. I want to be reimbursed for the veterinary costs and an acknowledgement of and apology for the injury that occurred while in the care of the groomer, as well as the way we were treated. Our dog's hip will never be 100% again and she has experienced much pain and had to be confined multiple times as she heals from each surgery. The service received was completely unprofessional and unacceptable.

Product_Or_Service: Pet groomingDesired Settlement: DesiredSettlementID: Other (requires explanation)

Reimbursement for all costs related to the injury caused while under the care of Alani's. The original amount requested was $3,155.86. Additional surgery and treatment has occurred costing an additional $850.84. The total reimbursement requested is $4,006.70.

Business

Response:

On September 6th, 2013 [redacted] brought in her long hair Chihuahua [redacted] for a groom.

I remember this day clearly, [redacted] came in with her owner and the owners daughter. My mother; [redacted] was in the front checking her in to see what kind of groom was desired. She simply stated that she wanted a bath and nails done. The nails had not been for what I believe to be approximately 5 months. Some of the nails were curling into the pads. It is recommended dogs nails are to be trimmed every 3-6 weeks.

[redacted] could not walk very well on her own. I did notice her back leg was immobile and I took it upon myself to pick her up in the lobby and take her to a get her ready for her bath. We bathed her immediately; I was a little concerned because of the dog’s age and knew I wanted to get her home ASAP, As I do with all elderly dogs or any other animals with conditions I might notice. I was a little bit concerned about this, therefore I decided to video tape her as I do with any dogs I feel come in with a pre-existing condition, matting, foxtails, abscess teeth, maggots, fungus, ear infections or any neglected animals.

I realize that peoples’ lives are busy. I am always here to work on the dogs from 8:00 am – 8:00pm if necessary. When I see animals show signs of neglect, the only thing I can do is to give them the best care possible, make them feel comfortable and have them leave feeling 100% better than they do on arrival.

My own dog was put to sleep due to hip dysplasia. I understand how it feels and how heart breaking it is to see an animal that you care about like your family member go through this. Our customers (animals) are never left unattended. I never allow dogs to jump on or off tables. This dog in particular I did leave in a bottom kennel, to wait for the owner to pick up. When sally was ready to go, I called her immediately (like I do with all dogs). Upon speaking with [redacted] to ask what time she would be able to pick up her dog, she had a rude tone in her voice and stated “I told you I was at the veterinarians and I will be here for a while. I’ll be there when I get there.” She then hung up on me, before I could finish my sentence.

I waited for a while; her dog was one of the last to be picked up. She was very rude and accused me of hurting her dog; she denied that I did not pick up her dog from the lobby. At that point I told her I was refusing service to her in the future because I would not be talked to by her like that. This is the one and only time I have ever refused service to a customer in 20 years of grooming. There have been over 22,500 grooms over the course of 4 years here at Alani’s Paw Spa. I still don’t know the last visit to her vet was prior to this. I contacted her veterinarian to get some more information on her dog. She told me her dog was 2 years old upon checking her in. The vet stated she was 6 years plus. I tried to ask more questions as far as vaccinations, she then stated she could not discuss that with me and hung up. I’d like to point out that in the letter she wrote to you (Revdex.com) that she admitted to me picking up her dog.

Business

Response:

On September 6th, 2013 [redacted] brought in her long hair Chihuahua [redacted] for a groom.

I remember this day clearly, [redacted] came in with her owner and the owners daughter. My mother; [redacted] was in the front checking her in to see what kind of groom was desired. She simply stated that she wanted a bath and nails done. The nails had not been for what I believe to be approximately 5 months. Some of the nails were curling into the pads. It is recommended dogs nails are to be trimmed every 3-6 weeks.

[redacted] could not walk very well on her own. I did notice her back leg was immobile and I took it upon myself to pick her up in the lobby and take her to a get her ready for her bath. We bathed her immediately; I was a little concerned because of the dog’s age and knew I wanted to get her home ASAP, As I do with all elderly dogs or any other animals with conditions I might notice. I was a little bit concerned about this, therefore I decided to video tape her as I do with any dogs I feel come in with a pre-existing condition, matting, foxtails, abscess teeth, maggots, fungus, ear infections or any neglected animals.

I realize that peoples’ lives are busy. I am always here to work on the dogs from 8:00 am – 8:00pm if necessary. When I see animals show signs of neglect, the only thing I can do is to give them the best care possible, make them feel comfortable and have them leave feeling 100% better than they do on arrival.

My own dog was put to sleep due to hip dysplasia. I understand how it feels and how heart breaking it is to see an animal that you care about like your family member go through this. Our customers (animals) are never left unattended. I never allow dogs to jump on or off tables. This dog in particular I did leave in a bottom kennel, to wait for the owner to pick up. When sally was ready to go, I called her immediately (like I do with all dogs). Upon speaking with [redacted] to ask what time she would be able to pick up her dog, she had a rude tone in her voice and stated “I told you I was at the veterinarians and I will be here for a while. I’ll be there when I get there.” She then hung up on me, before I could finish my sentence.

I waited for a while; her dog was one of the last to be picked up. She was very rude and accused me of hurting her dog; she denied that I did not pick up her dog from the lobby. At that point I told her I was refusing service to her in the future because I would not be talked to by her like that. This is the one and only time I have ever refused service to a customer in 20 years of grooming. There have been over 22,500 grooms over the course of 4 years here at Alani’s Paw Spa. I still don’t know the last visit to her vet was prior to this. I contacted her veterinarian to get some more information on her dog. She told me her dog was 2 years old upon checking her in. The vet stated she was 6 years plus. I tried to ask more questions as far as vaccinations, she then stated she could not discuss that with me and hung up. I’d like to point out that in the letter she wrote to you (Revdex.com) that she admitted to me picking up her dog.