Fluffy Puppy Spa

I received a letter from your office detailing a complaint submitted against me on 12/22/2017 by [redacted] of [redacted], NY [redacted]. I am writing to respond to the complaint and in doing so, state my position in opposition to the complaint. The facts [redacted] includes are mostly...

all fabricated or intensely skewed to [redacted]'s favor and so I dispute them, providing you with the correct facts. I also oppose [redacted]'s settlement request. First, regarding the facts [redacted] puts forth: 1. [redacted] states that she called Fluffy Puppy Spa (the "Spa") on 12/18/17 to make an appointment for her Goldendoodle dog. In her complaint to Revdex.com, [redacted] alleges that she told me her dog was 45 pounds and medium sized. [redacted] states that I estimated the grooming service would be between $45-60. Response: I agree with the above except that over the phone [redacted] told me her dog was 40 pounds, not 45 pounds. Additional information: I estimate grooming prices and grooming appointment time on the size of the dog, hence why I asked the owner for size of the dog. When [redacted] called me for a price quote and told me that the dog was medium size, I told her the price was between $45-60. [redacted] added places normally charged her or were estimating a price of $75 for the dog. She then added that the dog was only 40 pounds and I was surprised that a dog of only 40 pounds would be $75. I responded that the price will likely be even less if the dog is in fact that size. 2. [redacted] states that when her boyfriend brought the dog into the Spa on 12/22/17, I made an angry comment about the size of the dog. Response: I unwaveringly refute this comment. I explained to [redacted]'s boyfriend ([redacted]) that the dog was larger than "medium sized" and that he had a lot of coat. It was necessary to explain the size of the dog because the price and grooming time would change accordingly. I was in no way "angry" towards [redacted]'s boyfriend. [redacted] states that "Bonnie did still agree to the grooming appointment." This goes against [redacted] point that I was angry toward her boyfriend. If I were angry toward the boyfriend, I would suspect that he would not have left their dog in my care. I in no way acted angry or had an angry tone about the size of their dog. I explained to [redacted], as I would to any other customer, the size of the dog in relation to my grooming prices. 3. [redacted] states that upon picking up the dog I charged them $80 which was "far from the estimated price." Response: I charged [redacted] $75 plus tax. [redacted]'s boyfriend dropped the dog off and told me to cut only one inch off of the dog. I have attached a picture (Attachment A) of the dog after I bathed him, but before cutting his hair down one inch. Although the complaint does not assert that I overcharged for the service provided, [redacted] instead alleges that I charged her over my estimated price. The price quote that I gave to [redacted] over the phone was only an estimate based on what she told me. When her boyfriend brought in the dog and asked for only one inch to be taken off a long coat, on a larger dog than I estimated the price off of, the price was going to increase. As I told [redacted] over the phone when she scheduled her appointment, I charge based on the size of the dog and the amount of coat it has or how much coat the owner wants left on the dog. I fairly charged [redacted] for the service I provided. 4. [redacted] states that they did not inspect their dog upon picking him up. [redacted] also states that "when they got home they noticed 2 inches of brush burns and cuts (layers of skin) from the hair clippers on the dog's nose. Response: When [redacted] arrived at the Spa to pick up the dog, I explained to her that the dog's ears were in poor condition. They were dirty and had not been regularly cleaned as needed. I walked [redacted] through how to clean out her dog's ears and showed her the dog's ears. At this point, [redacted] I and I were looking at the dog's face and neither of us saw, nor did [redacted] mention, a cut/gash on the dog. Because neither I nor [redacted] saw a cut on the dog's nose before it left the Spa, it is entirely possible that the dog cut himself elsewhere after he left the Spa. [redacted] picked up the dog, she looked at his face and ears, and patted it on the head while paying me for my service. She would have noticed the cut on his nose had it happened prior to leaving the Spa. However, if the cut / brush burn occurred at the Spa, the only explanation I can give is that the cut may have been from the dog rubbing his face on the crate he was in while waiting for [redacted] to pick him up. The dog was very excitable and hyper for his entire grooming appointment; although the grooming appointment went well. After I groomed the dog, while the dog was sitting in his crate, the dog was scratching at the crate to free himself and rubbing his face against the metal wires. I explained this to [redacted] and explained that I honestly did not cut the dog with my trimming sheers or trimming blade. I explained that the dog must have done it to himself while he was in the crate. I explained that the dog did not have a cut, or "gash" as [redacted] originally alleged to me over the phone, from me grooming him. [redacted] alleges that I cut the dog with hair clippers. I would like to point out that the area over the dog's nose where the cut is located. This area has not been touched by hair clippers. If it had been touched with hair clippers, the dog would not have hair on his nose. I adamantly refute [redacted]'s allegation that I cut their dog with hair clippers, or with any other instrument. I would also like to emphasize that [redacted] and her boyfriend ([redacted]) described on [redacted] and [redacted] the cut as a "gash on his nose that was shaved down a bit excessively." [redacted] now explains the cut as "brush burns" and "cuts." [redacted] has continued to relax her tone since calling me on 12/22/17, posting on [redacted] (which she has since deleted so I cannot attach it here), and posting on [redacted] (Attachment B). 5. [redacted] alleges that her and her boyfriend "called Bonnie to politely explain what was found and ask if she knew anything about this. Bonnie asked us to bring our dog back for her to inspect as she did not believe us. We explained that we had a busy day and would not be able to come back. We then called Bonnie back offering to send her pictures since we could not make it back as well as politely requesting a refund." Later, [redacted] states "Bonnie refused to refund this service" and "provided the most poor customer service I have ever experienced." Response: [redacted] presents extremely skewed facts of the phone call that unfolded on 12/22/17. I dispute each of her statements in turn, and respond with the correct facts. [redacted] called me on 12/22/17 after she left my Spa. However, [redacted] was not polite. She was screaming at me that I cut her dog and he had a gash on his nose. [redacted] used the "*" word numerous times to which I did not react to. She was not polite at any point nor did she merely call to "politely explain what was found." [redacted] was screaming on the phone at me telling me I cut their dog and that he had a gash on his nose. Upon receiving her call, I immediately went to the crate that the dog was in while waiting to be picked up to look for blood. I told [redacted] that there was no blood at my shop and that I know I did not cut him. I am very conscientious of the care I provide to dogs. I told her I did not cut the dog and that there was no blood in my shop. I told her I did not believe that the dog had a cut as I did not see it while he was at my shop. I thoroughly inspect dogs before they leave my shop in case I need to fix any hairs that are out of place before they return to their homes. I, as would have [redacted], noticed a "gash" on the dog's nose before he left. Moreover, had I cut the dog, I would have immediately acknowledged it. Mistakes do happen. However, I did not cut their dog. I asked [redacted] to bring her dog in so that I could evaluate what might have happened. I explained to her that it was likely from the crate and from the dog rubbing on the crate trying to escape it. He was hyper and jumping around in the crate while waiting for [redacted] to return. When I asked [redacted] to return so I could look at the dog, she said, and I quote, "if I bring mv dog back in I want a refund." I told her that I was not going to refund her money because I did not injure her dog. Moreover, my assistant and I worked for three hours on her dog (without working on any other dogs as he needed complete attention due to his full, thick coat). I did not cut or injure the dog in any way and I told her that without wrongdoing on my part, I was not going to refund the money. 6. [redacted] next alleges that "Bonnie proceeded to call me a liar, accusing me of lying about the cuts on my dog as well as the size of my dog." Response: Indeed, after [redacted] would not bring the dog back in to my shop to verify that there were cuts ("gashes" as [redacted] told me over the phone) on the dog and only demanding a refund, I grew skeptical that there was a cut on the dog at all. As I responded to above, the size of the dog was over 40 pounds (not 45 like she alleges here) as [redacted] originally told me over the phone. Additionally, this dog was well over 45 pounds and had much more coat than [redacted] told me over the phone. Accordingly, the cost of the grooming needed to increase. After [redacted] yelled at me about "lecturing her" on the size of her dog, I responded that the estimated price would have been accurate if she honestly told me the size of her dog. At the end of the phone call, I did call [redacted] a liar after her and her boyfriend were screaming, using the "*" word, about their dog's "gash." I grew upset as I know I did not cut the dog, I did rot believe that the dog did in fact have a cut at all, and that they wanted a refund after I rendered faultless service. Second, regarding [redacted]'s desired settlement: 1. Desired Settlement: [redacted] requests a refund and for my business to be evaluated For my grooming services. My assistant and I worked on [redacted]'s dog for over three hours. We did not work on other dogs during this time or take multiple or extended breaks. There were no cuts on the dog when he left my Spa that I saw or that [redacted] saw. I unwaveringly refute that I cut the dog. Had I done so, I would have apologized to [redacted] plus would have either reduced the cost of the service or not have charged her for the grooming service at all. I am happy to have my business evaluated by the Revdex.com. I am confident that I provide quality service to customers from all over Western New York and from beyond these limits. I have many customers who moved out of the general area and still return to me when they are able to make it to town. Moreover, I would like to point out that I have overwhelmingly positive reviews on my [redacted] page (Attachment C) and only one negative review on [redacted]. I take my grooming business very serious and would never harm an animal. There have been few instances when I make a mistake while grooming but I immediately recognize it. My followed protocol is to immediately call the owner and explain what happened and the degree of the injury. Owners understand mistakes happen but I willingly decrease or completely void the cost of the service out of consideration to the customer. This is the typical practice of dog groomers nationally. In sum, I adamantly refute Ms. [redacted]'s complaint and will not agree to her desired settlement at this time. I greatly appreciate the Revdex.com's attention to this matter. Should your office have any more questions, please do not hesitate to reach out to me. Sincerely, Bonnie L. Ball Owner, Fluffy Puppy Spa