Aussie Pet Mobile - North Valley

Review: Had [redacted] come out to groom my dog on a Saturday. Showed up 10 minutes late, took my dog out to start the groom and came back 40 minutes later and had cut the webbing on my dog's paw. He told me he was done with the groom, although he hadn't done anything but cut her feet. He collected my money and asked if I wanted to set up another appointment, I declined. On Monday I called to complain about my dog not being groomed and [redacted] called back and said that they didn't complete the groom(only did cut the feet) and that she wanted to schedule a return visit. I stated that my dog needed to heal from the cut that [redacted] had done. After a few weeks I decided to call and let them know that I didn't think it was a good idea to have them come out again and I wanted a refund of my money. [redacted] was not very kind, she hung up on me. I then called back and left a message asking that the owner call me back. After waiting for a week, I didn't get a call back. Finally I called back and the owner said that he could only refund me $15 from my $74. I don't agree that it cost $59 to shave/cut my dog's paws.

Product_Or_Service: Mobile dog groom

Desired Settlement: DesiredSettlementID: Refund

I think that people should be made aware of this companies bad management skills. Obviously they will not refund me the whole amount that I paid.

Business

Response:

Business' Initial Response

Thank you for allowing us to respond. We actually mailed in our response to Revdex.com on 8/13/13, but since it hadn't been posted as of 8/21/13 when Revdex.com contacted us again by mail, we thought we had better go online to submit our response. Here it is.

On 7/3/13, [redacted] called the office and scheduled a groom for her dog [redacted] for 7/6/13 at 3:30 P.M. [redacted] requested that we send the same groomer who groomed [redacted] on 4/22/13 because he did such a great job with her on that date. [redacted] arrived to the groom on 7/6/13 and performed our 15 step Spa Treatment, which includes (but is not limited to) clipping the nails, cleaning the eyes, cleaning the ears, providing a shampooed bath, blow dry and brush out. When he completed that portion, he moved on to the clipping portion of the groom and began trimming feet. On the last foot he nicked the webbing between Roxy's toe and caused injury. He finished the last foot (he was there for 45 minutes up to this time) but felt it was best to halt the groom for that day so that her foot could be attended to and not get irritated or infected. He brought [redacted] back to [redacted] and spoke with her about rescheduling [redacted] for a later date after the wound healed, given he didn't get to perform any clipping to [redacted] body or face at that time. He collected full payment of $74.00 ($59 for the 15 step and $15 for the clip) and called the office so that we could discuss the details with [redacted] and check in on [redacted] condition.

On Monday, 7/8/13, I called [redacted] to check in on [redacted] She let me know that when she left for work in the morning the foot still seemed irritated and red, but if it didn't get better she was going to bring her to the vet to have it looked at. It was at that time that I explained the process in which we collect full payment with the intention on coming back out to complete the groom as soon as the wound is healed. It is not often that a dog is nicked, but it does happen on a rare occasion, especially with wiggly feet. She was very nice and understanding. We planned on touching base the next day.

On Tuesday, 7/9/13, I tried to contact [redacted] to check on [redacted] however could only reach her voicemail. I left a message expressing my concern about her condition and to see if her foot was feeling better or if she needed to go to the vet.

On Wednesday, 7/10/13, I again tried to contact [redacted] to check on Roxy's condition. I again left a concerned voicemail. I know that she works during the day through conversations in the past, so the owner of the company called her that evening at 8:30 and talked to [redacted] about how [redacted] was doing and to let her know we would be out to finish the groom when [redacted] was healthy. On Thursday, 7/11/13, [redacted] was able to reach us during business hours. She told me that she didn't need to bring [redacted] to the vet. Her foot was healing. That she will not be ready to complete the clip for 2 weeks or so, and also asked that we send another groomer so that [redacted] wouldn't be scared. I let her know we have another groomer in her area and it wouldn't be a problem. Everything seemed fine and we were on great terms with regards to communication. I even set up a task to call her back in 3 weeks just in case she didn't get the chance to call back. I know she is busy and we really wanted to complete the rest of [redacted] clip to provide her with good customer service. On approximately 7/24 we deposited her check in the amount of $74 since it had been almost two weeks since the original grooming date.

On 7/26/13 I received a call from [redacted]. It was immediately obvious she was angry. She was extremely upset that the $74 check had cleared before the groom was 100% complete. I was under the impression, from previous conversations, that she understood we were cashing the check because the bulk of the services were rendered, $59 worth and she and I had spoken about it, again she was to let us know when she was ready for our other groomer to complete [redacted] groom. I was cordial and polite the entire time, I had no reason not to be. I apologized for the confusion profusely, and all of a sudden she just decided she didn't want to utilize us any further and just wanted her complete $74 mailed back. I let her know that I don't have authorization to give such a concession but will have our owner call her as soon as he is back in the office to discuss it with her. She became very loud and angry, and it was at that time that I let her know that I was going to end this conversation due to her hostility and anger. I said I would have the owner call as soon as he can and ended the call. She immediately called back, but given the language and anger she was expressing, I didn't think it was a good idea to answer. She left a voicemail using profanity and accused me of being unprofessional, our company being untrustworthy and that "our groomers enjoyed injuring animals". We erred by not calling her before she called us again, no excuse. On 8/2/13, she called and asked to talk to the owner. He was not available at that time but when he returned 30 minutes later he called. He apologized for the injury to [redacted] and tried to explain that we did perform the 15 step part of the groom and that he would gladly refund the $15 for the clip that was not completed. She said she had taken the dog to the vet and he said if she would provide us with a receipt, we would pay for it. She was not able to provide a receipt. Again she was very angry, said some not very nice things and hung up. We wrote the check for $15 and mailed it on the same day, 8/2/13. The check cleared our bank on 8/5/2013.

We are sorry [redacted] and [redacted] had a bad experience with Aussie Pet Mobile. We strive to provide excellent customer service. We do follow up calls on new customers to make sure we provided the service they were expecting. In some cases, we have sent our groomer back, at no charge, to fix a groom (if fixable... ie, cut shorter, blend in better, etc). In this case, we tried to make it right with the customer; to come back out to complete the groom. The customer decided not to use us once we cashed her check. At that time, we reimbursed the $15 for the part of the groom that wasn't completed.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

There are many discrepancies in their response. After my dog was cut, [redacted] came to me and let me know and he said that he was finished with the grooming and asked if I wanted to schedule another appointment , not to finish the groom at a later date. On 7/8, I called them to state that I wasn't happy with the groom and to let them know that [redacted] wasn't nicked it was cut.

The check I wrote to them cleared my bank on 7/15 (so they didn't deposit it on 7/24 like they stated).

Yes, I was upset because I treat my dog like it is my child. I don't appreciate being hung up on. I never left a voicemail using profanity.

This issue isn't resolved, but I see it being a "he said, she said" type of issue. I just want other consumers to know how they treat their customers.