I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with the story they made up about my dog. They did not respond professionally nor did they solve the problem. Their solution was to try to cover themselves and make up false information about my dog.
Regards,
[redacted]
In response to her complaint; when she came in she told us the dog was nervous. Never did she tell us about the dog's resistant disposition over trying to do anything with the his head until she came in to pick up the dog and was questioned by our groomer [redacted]. It wasn't until she came...
to pick him up that she then told [redacted] one place asked her not to come back with him and another had sedated him. Yet she says that is a lie and she was happy at the other places. Why then would she search for another groomer? She proceeded to tell her in order to do anything to his head at home she has to hold him on the floor. He did throw a fit about his head (not totally uncommon) we usually choose to proceed get the job done (giving into tantrums only make both kids and dogs worse to handle the next time) and the dogs usually start to do fine after coming a few times. They then realize grooming doesn't hurt and throw a fit doesn't stop the process. In order to finish the grooming we do have to hold them still so we don't stab or cut them with the scissors. This avoids the dog getting injured. Shih Tzu, Lhasa, Pugs, etc have bugling eyes and can easily break a blood vessel struggling. We do everything in our power to a good job of grooming with the least trauma to the dogs, but dogs that are ill tempered (definition being not just snappy but resistant or hard to get along with) can hurt us or themselves and there for we do post a disclaimer for this reason. It is always upsetting to us if something does happen (it's rare) so we called our Veterinarian who is familiar with this said it would be fine in a day or two with no visit needed. We can not be responsible for any dog that freaks out during a simply grooming procedure. If it had been from a scissor or clipper injury that is our neglect in being careful and we would pay the bill. In the past 25 yrs we've paid four vet bills and took the dogs ourselves because we felt responsible. We can not be responsible for every dog that throws a fit. Again, there is a disclaimer posted for this reason. We have been in business for over 25 years with a great reputation. It is puzzling to me how we can groom hundreds of clients dogs and do thousands of grooming every year, most dogs we groom multiple times a year with no incident. But a dogs who comes one time matted that has had multiple groomers at only 8 months old has a problem with us. You never know what has done before to make a dog act freaky but matting is a red flag that the owner either won't o¡ can't groom them themselves. Dogs should have one groomer to get familiar with and stay there, this gets the dog in a routine helping to lessen stress and confusion. Owners should also have their dogs trained to be well mannered and acclimated to the grooming process prior to being brought to a groomer or let a good groomer start them earl in age correctly; so they are not traumatized by the process. We are sorry this incident occurred but we will not reimburse her vet bill.Sincerely & Regretfully,[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with the story they made up about my dog. They did not respond professionally nor did they solve the problem. Their solution was to try to cover themselves and make up false information about my dog.
Regards,
[redacted]
In response to her complaint; when she came in she told us the dog was nervous. Never did she tell us about the dog's resistant disposition over trying to do anything with the his head until she came in to pick up the dog and was questioned by our groomer [redacted]. It wasn't until she came...
to pick him up that she then told [redacted] one place asked her not to come back with him and another had sedated him. Yet she says that is a lie and she was happy at the other places. Why then would she search for another groomer? She proceeded to tell her in order to do anything to his head at home she has to hold him on the floor. He did throw a fit about his head (not totally uncommon) we usually choose to proceed get the job done (giving into tantrums only make both kids and dogs worse to handle the next time) and the dogs usually start to do fine after coming a few times. They then realize grooming doesn't hurt and throw a fit doesn't stop the process. In order to finish the grooming we do have to hold them still so we don't stab or cut them with the scissors. This avoids the dog getting injured. Shih Tzu, Lhasa, Pugs, etc have bugling eyes and can easily break a blood vessel struggling. We do everything in our power to a good job of grooming with the least trauma to the dogs, but dogs that are ill tempered (definition being not just snappy but resistant or hard to get along with) can hurt us or themselves and there for we do post a disclaimer for this reason. It is always upsetting to us if something does happen (it's rare) so we called our Veterinarian who is familiar with this said it would be fine in a day or two with no visit needed. We can not be responsible for any dog that freaks out during a simply grooming procedure. If it had been from a scissor or clipper injury that is our neglect in being careful and we would pay the bill. In the past 25 yrs we've paid four vet bills and took the dogs ourselves because we felt responsible. We can not be responsible for every dog that throws a fit. Again, there is a disclaimer posted for this reason. We have been in business for over 25 years with a great reputation. It is puzzling to me how we can groom hundreds of clients dogs and do thousands of grooming every year, most dogs we groom multiple times a year with no incident. But a dogs who comes one time matted that has had multiple groomers at only 8 months old has a problem with us. You never know what has done before to make a dog act freaky but matting is a red flag that the owner either won't o¡ can't groom them themselves. Dogs should have one groomer to get familiar with and stay there, this gets the dog in a routine helping to lessen stress and confusion. Owners should also have their dogs trained to be well mannered and acclimated to the grooming process prior to being brought to a groomer or let a good groomer start them earl in age correctly; so they are not traumatized by the process. We are sorry this incident occurred but we will not reimburse her vet bill.Sincerely & Regretfully,[redacted]