Claws N' Paws

I am just in receipt of the complaint notice from your office dated May 8, 2015. Upon receipt of your notice yesterday, I immediately tried to call the complainant; as the letter advised I could try and resolve this matter with her directly, however she did not answer. She did call me back...

and told me to never call her again. When her dog [redacted] was groomed, we specifically asked her when she and her husband Wife checking out if the dog was groomed to their liking. The only thing they mentioned was some hair around the mouth which was removed when they were still In the shop. A few hours later I get a phone call that she is very displeased with the grooming and that it looked like a 2 year old performed the job. I tried to resolve this matter by having her come in and having the grooming fixed, but she refused. We performed an entire grooming and if she Is unhappy the only thing we can do is fix the grooming to her liking. We cannot provide a refund as a service was already performed. She was willing to bring the dog somewhere else to fix the grooming, but not for my shop to fix it. I guess she feels since I would not give her a refund that I handled It poorly, but as I stated above, if someone is displeased I can only offer to fix the grooming job. These grooming jobs take 2 to 3 hours and they are groomed, bathed, nails cut, anal glands and ears cleaned. Thus, there Is a lot of time involved with the grooming and a service was performed. The only thing I can do is offer to have the grooming fixed as the service was already performed and there are more parts to the service as stated above than just the haircut. I feel I tried to resolve this matter as amicably as possible and unless she got exactly what she wanted (a refund) that I could not please her. I have attached [redacted] messages between her and the old owner; Missy which you can also see she was offered to have it fixed. I don't know what else I could have done. We strive for a good customer service experience for both the customer and their animal and I feel offering to have it redone at no cost to her was the only thing I could have done. I do not believe it is fair to refund her money when as a stated there are other aspects to the grooming that are included in the price. As far as the advertising goes for 24/7 care for boarding, this ad was supposed to be changed a while back, as we did change the way the boarding worked. I did not realize it was still in the ad in the In & Out and I have contacted the owner of the magazine and she is fixing it immediately.