Bath & Biscuits

I am rejecting this response because:I cannot believe the number of LIES in this responseI NEVER said to the tech that Murray was shaking all morningAlso, my husband could hear you in our car and heard you say that you were offering a refund and then a follow up groom complimentary, to which I REFUSED the complimentary groomYou have DEFINITELY lost a customer and also my referral to one of the many, many, many dog owners that live in my neighborhood ( and there are A LOT)
Regards,
*** ***

Mrs. [redacted] dropped off her dog and stated to my employee Lacey that Murray had been acting nervous and jumpy all morning which was noted on the check in sheet. When our groomer checked Murray over prior to starting his groom, she found several fleas around his ears and on his head. This was...

approximately ten minutes after the dog was dropped off. Per our policy to which Mrs. [redacted] signed at the original appointment, Murray was treated with a [redacted] pill to kill the fleas immediately. Murray was in our care for the next two hours and acted perfectly fine. Mrs. [redacted] came to pick Murray up and was very happy with the hair cut and was informed about finding fleas. She paid the $68 bill and even tipped $3. That evening at 9:30 pm Mrs. [redacted] left a message stating Murray was acting "funny" and hiding under a chair. I called Mrs [redacted] back the next morning after retrieving messages and advised her to call her local veterinarian if she had any concerns about Murray but that reactions to [redacted] are extremely rare as the flea pill is very safe. Mrs [redacted] kept stating that her five year old son was very upset and that Murray had never had an ingestible pill before. I informed her that I could either place a credit for the $10 [redacted] pill on her account or refund her immediately. Mrs. [redacted] demanded I refund her for the full groom instead. I stated I couldn't do that. My groomer gave her dog a very nice haircut and there was nothing wrong with that service. Mrs. [redacted] was only complaining about a possible reaction with the [redacted] flea pill. I urged her to contact her veterinarian again if she thought Murray was having a reaction and to let me know what her vet said. Mrs. [redacted] finally relented and said she would call her vet when they opened at 11 am. Our conversation ended at 10:25 am Saturday morning June 17. Mrs. [redacted] phoned back at 11:20 am and informed me her veterinarian spoke with her stating Murray may have had a mild reaction to the fleas. Her Veterinarian further stated that the fleas may have become frenzied when the [redacted] started working and bit Murray. [redacted] WORKS very fast and is very effective, but her vet also stated it is a very safe product to use. I thanked Mrs. [redacted] for letting me know what her vet told her and to let me know how Murray was on Monday and we hung up. I then went ahead and refunded Mrs. [redacted] the $10 charge for the [redacted] flea pill. I then sent an email confirming the refund to Mrs. [redacted]' credit card. I never stated to Mrs [redacted] that would refund her the full groom and then give her another full groom free. We provided her a very good quality service and took very good care of Murray. It is our policy that each animal that is found to have fleas in our care will be treated for fleas. We are a flea free salon for the safety of every animal in our care. Mrs. [redacted] signed our client agreement form which we keep on file and Murray was found to have live fleas within ten minutes in our care. He went straight from his owner to our intake table where our groomer reviews him prior to the start of his grooming process.