Canine Crossing, LLC

In regards to Ms [redacted] ’s complaint This is the 1st email we sent to her regarding her groom Hi [redacted] , I am so sorry you were not happy with your groomWe have been gone all weekend and did not see your email or facebook review till this morningWe have not had a chance to talk to my groomer to see why she shaved your dogCarla will be back tomorrow morning and I will talk to her right awayI am not sure if there was confusion and she thought she was suppose to shave your dogSince you are not happy I will refund your moneyI will email you tomorrow after I talk with Carla and then I can get you a refundAgain we are sorry that you are not happy with your grooming experience This is the 2nd email we received from Ms [redacted] She should of known better if the groomer we used to go to knew that shaving her was a bad ideaShe asked me if I just wanted a trim and I said yeah , she then started asking about the feathers and her rear end I said yes and that her rear tends to grow back quickly and is a difficult area I don't see how that conversation could of made her believe I wanted her shaved We have had to listen to negative comments all weekend because of this and we had a funeral that day that we left to be able to make this appointment Ms [redacted] brought her dog to us on a day in which she was going to a funeralMs [redacted] did not want to reschedule the appt because her dog was “way over due” according to herMs [redacted] ’s instructions were vague she just left a funeral early to make it to the apptMs [redacted] instructed our groomer to trim her short and do the best we can with all the mats on her under belly and rear end “they are problem areas”We agree there was a miscommunication with how short the dog should be and our groomer trimmed the dog to approx 2” all around which is something our clients do all the time to dogs with long hair in the summerWhen Ms [redacted] and her boyfriend picked up the dog I could tell something was not right and asked her boyfriend if the groom was alrightHe said “Yes, it is a little shorter than we expected but she looks good”Ms [redacted] sent us an email Friday late afternoon (which we did not see till Sunday night) (our first email to her)and Saturday morning proceeded to bash us on social mediaThis was before we even knew she was upsetWe immediately responded to Ms [redacted] as soon as we read her emailAt first because she was so upset we did offer her a refundMs [redacted] continued to email us and bash us on social mediaShe sent us an email letting us know how she was made fun of by her friend because her dog was so uglyWe instructed Ms [redacted] to bring her dog in so we could look at the dog which is standard procedure when giving a refundMs [redacted] told us she could not bring her dog in because she hurt her back About a month later her boyfriend came into the store to see if he could work out a solutionHe did not know anything about her social media rants and apologized to us and told us not to worry she can “act like that sometimes”You could tell he was embarrassedWe had a very nice conversation with her boyfriend and he told us for how short she was she looked goodWe told him to bring the dog back to the store so we could look at the dog to see what we could do for Aa regroom or Bmoney backHe brought the dog back and our groomer offered him ½ off their next groomHe insisted that a $off next time would be fineAfter that Ms [redacted] proceeded to go back on social media a lie and bash us again on facebook stating we never called her or emailed her backIn fact reviews we reported and they were removedEven after that Ms [redacted] and her boyfriend came into our store and demanded her refundWe declined her request for a refundThey proceeded to tell me that they were going to have us “investigated” and she would call her lawyerShe continued to call me names and what a terrible business we wereFinally we had to tell her if she did not leave she would be escorted out by the policeShe then proceeded to contact the Revdex.comIn no way will Ms [redacted] be refunded

I am rejecting this response because:
The claims that are stated are untrue , I never called them namesI did not say that I would contact my lawyer I did delete responses because they also deleted responses They accused me of lying when I stated them with the facts that it is well known that you do not shave a double coated dogI sent all the emails to you showing exactly what was said I was the only person called names which he called me a ***He also continues to try to accuse my boyfriend of saying things to make us mad at each other which is unacceptable They said from the get go I could get my money back so there for I should instead of beating around the Bush and trying to blame the customerI pointed out that her back end was a problem area and said the shave up around her private area so how that is unclear communication and how that gave them permission to shave an entire dog I do not understand I did not rant , I wrote a review which I am allowed to do and I stated facts to try and get them to see why I deserved my money back and admit they were in the wrongI can not believe the lies and accusations that continue to come from themThis whole experience has been an awful experience and I can not believe such lack of taking responsibility for their own actions .The finger should only be pointed of your own hands are clean

In regards to Ms. [redacted]’s complaint.   This is the 1st email we sent to her regarding her groom.   Hi [redacted], I am so sorry you were not happy with your groom. We have been gone all weekend and did not see your email or facebook review till this morning. We have not had a chance to...

talk to my groomer to see why she shaved your dog. Carla will be back tomorrow morning and I will talk to her right away. I am not sure if there was confusion and she thought she was suppose to shave your dog. Since you are not happy I will refund your money. I will email you tomorrow after I talk with Carla and then I can get you a refund. Again we are sorry that you are not happy with your grooming experience.    This is the 2nd email we received from Ms. [redacted].   She should of known better if the groomer we used to go to knew that shaving her was a bad idea. She asked me if I just wanted a trim and I said yeah , she then started asking about the feathers and her rear end I said yes and that her rear tends to grow back quickly and is a difficult area.  I don't see how that conversation could of made her believe I wanted her shaved . We have had to listen to negative comments all weekend because of this and we had a funeral that day that we left to be able to make this appointment   Ms. [redacted] brought her dog to us on a day in which she was going to a funeral. Ms. [redacted] did not want to reschedule the appt because her dog was “way over due” according to her. Ms. [redacted]’s instructions were vague she just left a funeral early to make it to the appt. Ms. [redacted] instructed our groomer to trim her short and do the best we can with all the mats on her under belly and rear end “they are problem areas”. We agree there was a miscommunication with how short the dog should be and our groomer trimmed the dog to approx 2” all around which is something our clients do all the time to dogs with long hair in the summer. When Ms. [redacted] and her boyfriend picked up the dog I could tell something was not right and asked her boyfriend if the groom was alright. He said “Yes, it is a little shorter than we expected but she looks good”. Ms. [redacted] sent us an email Friday late afternoon (which we did not see till Sunday night) (our first email to her)and Saturday morning proceeded to bash us on social media. This was before we even knew she was upset. We immediately responded to Ms. [redacted] as soon as we read her email. At first because she was so upset we did offer her a refund. Ms. [redacted] continued to email us and bash us on social media. She sent us an email letting us know how she was made fun of by her friend because her dog was so ugly. We instructed Ms. [redacted] to bring her dog in so we could look at the dog which is standard procedure when giving a refund. Ms. [redacted] told us she could not bring her dog in because she hurt her back.   About a month later her boyfriend came into the store to see if he could work out a solution. He did not know anything about her social media rants and apologized to us and told us not to worry she can “act like that sometimes”. You could tell he was embarrassed. We had a very nice conversation with her boyfriend and he told us for how short she was she looked good. We told him to bring the dog back to the store so we could look at the dog to see what we could do for A. a regroom or B. money back. He brought the dog back and our groomer offered him ½ off their next groom. He insisted that a $20 off next time would be fine. After that Ms. [redacted] proceeded to go back on social media a lie and bash us again on facebook stating we never called her or emailed her back. In fact 2 reviews we reported and they were removed. Even after that Ms. [redacted] and her boyfriend came into our store and demanded her refund. We declined her request for a refund. They proceeded to tell me that they were going to have us “investigated” and she would call her lawyer. She continued to call me names and what a terrible business we were. Finally we had to tell her if she did not leave she would be escorted out by the police. She then proceeded to contact the Revdex.com. In no way will Ms. [redacted] be refunded.