Fritzys Pet Care Pros Inc

Thank you for responding. Unfortunately, the response did not provide an avenue to resolution. We hope to have the opportunity to improve our performance in Mr***'s eyes

We are sincerely sorry
to hear that *** is not happy with the service her pets received and that the
appointment went longer than anticipatedWe do
not understand the comment
about the groomer being new, given that she is certified in the services
performed. Independent of her status in
the company, we expect to perform to the satisfaction of the customer, unless
the customer’s requests are unsafe, unethical or added scope without added
compensation.
As background, upon
arrival it was observed that *** had significant matting and would require
extra care. The price and length of the
appointment offered are dependent on the condition of the petThe original quote
was based on the representation that the pets had little to no matting, snarls,
tangles, or debris in the coatThese issues require extra time and effort to
groom
*** was offered
options for removal of the matting. She
decided to have the matts cut out, but leave as much length as possible so she
wouldn’t “be pink”. This is commonly known
as spot shaving. Not desirable to most groomers, but is performed when the customer prefers it At the completion of
each pet, the groomer had *** review the work. Specific to ***, the groomer offered to
shorten the cut to even up the coat because she preferred not to leave it unevenIt was declined and the groomer was
rewarded with a very nice tip
Her appointment was on Saturday,
May 30thWe received a message from her after hours on Sunday, May 31st,
detailing her concernsWe made multiple, unsuccessful attempts to contact her
by phone before hearing from her again on June 3rd. During the conversation she stated that she
had posted a review on ***. Her *** review distorts the facts, painting us in the worst light possible without noting the condition of her pets or the rapid response to her concerns (9:AM on June 1st) This was
offensive given that she had not given us a chance to resolve her concerns And it is harmful, as she knows that other customers will be deterred from using our services as a result of her commentsOur process is simple Even though the groomer acted according to ***'s instructions, if the she had changed her mind and called and asked to have us even out the coat, we would have done so free of charge We always want our
customers to be happy with our workWe love pets and want them to be happy,
healthy and look fantasticWe do not claim to be infallibleIf a cut is not
satisfactory and we are notified within a reasonable amount of time, we will
happily send a groomer backWe would have been happy to do so in this case,
but *** has taken actions to intentionally harm us and as such negates a possible on-going relationshipWe performed the work and will not bough to the pressure of the bullie, so we will not provide a refundThis action is an extension of her outrage and she has taken it further by belligerent badg***g our customer service staff and attempting to overwhelm our systems with fraudulent e-mails from 3rd parties We appreciate the service that the Revdex.com provides, but in this case it is being used as a weapon. We appreciate your sage advice in continuing to improve and managing issues such as this

Thank you for notifying us of the action required to close the complaint
Upon review of the rebuttal to our response to the complaint, we find that no additional response is beneficial
We appreciate your support and remain open to any guidance in best managing issues such as this
Thank you, **
*** ** ***, P.EFritzy's Pet Care Pros
www.fritzyspetcarepros.com
Office: ***
Cell: ***

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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 have exchanged words with [redacted] the manager on the phone on Monday.  Snarky and generally unapologetic!  He was supposed to call me back on Friday after I had emailed photos of [redacted], however the call never came.To be clear, my dogs were groomed Saturday, it took almost 5 hours, double the estimated time.  Which left me late for work and in a hurry.  I could not inspect my dogs, or even have a minute to call Fritzy's to discuss the botched service I received until the very next day, Sunday.  They returned my message on Monday.  I was unable to answer or call back in between my two jobs until Wednesday.  They did NOT make multiple attempts to reach me, just one, and only one.Also, for clarification, the groomer DID in fact disclose to me that she was A NEW GROOMER.  Whether or not she is certified, I have no way of knowing, but that doesn't mean she wasn't new.  She did in fact tell me "I'm new so I'm still figuring out what clippers to use where".  This is not a distortion of facts, this is a quote from the groomer's mouth.Yes, [redacted] was matted in places. No, I did not want her shaved to the skin.  It was agreed that the knots ONLY be removed.  In essence, get rid of the knots while leaving as much hair as possible.  Upon speaking, rather arguing, with [redacted] he seemed to place the blame on me and even mentioned that I should take better care to brush my dog and not let her to get "so matted".  Regardless of the method of knot removal, I don't think that means her entire coat should be uneven ALL OVER her body.  Rather, only where there were knots.  If you look closely at [redacted]'s back you can see ridges from different random strokes of the clippers.  That, of all places, should be the most even.Fritzy's can not seem to look past the issue of matting, and continuously fails to recognize the MULTIPLE problems with the service as a whole that would warrant a refund with just about any other company in the world (also, to be clear I'm not even asking for a full refund, but for half)1. Excessively uneven coat, not just due to knot removal2. Clearly unwashed, did not smell good, and brown left around the eyes3. Clearly not blown out, her hair was left curly in places and straight in others4. Cut [redacted]'s elbow and drew blood5. Left a knot in her ear6. Dumped hair trimmings all over the parking lot7. Took two and a half hours longer than quoted
[redacted], after forcing me to tears, did apathetically apologize and recognized the service should have been fixed somehow.  He "would've been happy to send someone out" had I not been so quick to leave a [redacted] review and Revdex.com complaint. But, I would be foolish to allow the same pet care "pros" to touch and potentially cut my dogs again.  [redacted] explained that I should have called sooner, then he would've fixed it.  I explained that I work two jobs, and he said "well I don't believe you" and laughed at me.In the reply to my review, you see the main reason they give for not fixing the problem was because they were not "notified within a reasonable amount of time".  Is it my fault that there was no one to call me back on Sunday? Or when I called on Wednesday, is it my fault that there was no manager to speak with?  Is it my fault that [redacted] did not call me on Friday like I was told?  What is a reasonable time to this company? Whatever works best for them apparently.  I don't see anywhere on their site that says there is a time limit for requesting a refund, or a second appointment to fix the botched grooming.Fruitlessly, I essentially begged [redacted] to see that this is not acceptable and something should be done.  He would not do anything about it because I left a [redacted] review and a claim with the Revdex.com before speaking to him.  I tried to reason with him, explaining that making the situation right should not hinge upon whether I left a review or not.  It is my right as a customer to give my opinion and account of the services that the company provided.  He insisted that I "flamed" the company.  Unfortunately, it was not a flame at all. All I did was type up an account of the service I received.  I reviewed the service just like anyone would.  It is not flaming when someone gives their side of the story.  I wrote my review, not realizing it would be used against me as a reason to not refund the money I paid for a job poorly done.  Just because you see no future relationship with a customer does not excuse you for what was done in the past.[redacted] did seem to agree it wasn't an ideal service provided.  But, stubborn as he was, would not do anything about it.  [redacted] frankly stated "no" and to that all I could really say was hang up because at the end of the day I knew [redacted] never had the intention of doing the right thing.  Obviously, $84 means more to him than just being a good person, let alone a good manager.  If I did that to someone's dog I would feel so awful the money wouldn't even be an issue.  But, welcome to today's world I guess.[redacted] and the Revdex.com is here to help us stay away from bad business, not for a company to use as an excuse to penalize a customer and not refund someone money.  If [redacted] would have refunded me my money, I would have been happy to update my review to reflect the fact that he was sincerely sorry for the trouble and made the proper adjustments to the bill and we both would be happy.
As for the end of the response, I don't even understand it.  I only called the company a total of three times to follow up.  The response to my complaint says that the groomer acted per my instruction.  However, I did not instruct the groomer to injure [redacted]'s elbow, or to dump hair trimmings in my parking lot.  I also did not instruct the groomer to leave the knot on [redacted]'s ear, and I did not instruct the groomer to leave her unwashed or blow dried.  It is not just the cut that is unsatisfactory, it is the service from start to finish in it's entirety.  If there is any bully in this situation it is Fritzy's as they abused my dogs as well as my rights as a customer all the while, with my money in their pocket with little more than a meaningless "I'm sorry".  If you read over the [redacted] reviews, or even the other Revdex.com complaints, it is easy to spot a pattern.  There is a common theme with each complaint, many of them being injuries inflicted on people's pets and unskilled groomers!  Fritzy's lacks concern, moral responsibility and the manager's tone is extremely rude and condescending.
At this point, it is obvious that no customer has ever successfully received a refund for their awful services, and I don't expect to be the exception.  But I will do my due diligence in order to try and prevent more pets from being harmed, and people being taken advantage of, emotionally and financially.
Regards,
[redacted]

We feel for [redacted]'s
loss and absolutely want to make her a happy customer.  However, she has
chosen to slander our employee, has been less than professional with...

our
customer service department personnel and did not take advantage of our
agreement to complete the service to her specifications in a timely fashion.
 
As background, we
performed grooming services for her cat [redacted] on January 29th, 2015
between the hours of,08:35:39 AM --10:27:09 AM. 
The services performed were cleaning her eyes and ears, clipping her
nails, a full brush out, a sanitary clip extended to a full belly shave, teeth
brushing, a deshedding treatment and a warm bath.  The retail value of the services was
$130.  She utilized a $10 coupon and so
paid a total of $120.  The groomer that
performed the services has 20+ years of experience grooming cats and has a
large clientele.  She had documented the
steps required to properly groom [redacted] in her appointment notes including the
need to shave out the matt on the neck line.
 
[redacted] sent an email on February
12th, 2015 at 11:20 AM (2 weeks after the appointment) stating that
we had not cut all of the nails and that we had left a hole in the coat when we
removed a knot.  We responded by voice at
11:26 AM, leaving a voicemail for [redacted]. 
She returned the call and it concluded at 12:15PM.  During the call, she stated her complaint as
having the two elements; 1) not all of the nails were clipped, and 2) a knot
had been shaved out of the coat on the neckline and she felt that it wasn’t
necessary and looked bad on [redacted].
 
Even though our policy
is to alter cuts or perform secondary services within one week, due to the
circumstance that her mother had passed, the customer service representative
offered to send a groomer out to complete the nail trim and they agreed that
there was nothing that could be done to change the outcome of the matt
removal.  However, when asked when we
could return to complete the nail trim, she stated that she would have to call
us back to schedule a time.
 
[redacted] sent an email
comment to us on March 12th, 2015 at 9:13AM (4 weeks later) stating
that she was not happy with our grooming services.  We attempted to call her and left a
voicemail.
 
[redacted] send an email
comment to us on March 31st, 2015 at 8:53AM (2 months after the original
services) asking for us to contact her. 
The office manager called her at 9:07AM. 
In the conversation, she was belligerent and demeaning.  She insisted that the groomer was “not professional”
and that “she would never use our services again”.  The office manager was overwhelmed by her
brutal verbal attack and told her that he would request a refund for her.
 
On April 3rd,
2015, the request was reviewed and denied because; 1) the services had been
performed, 2) the warranty had been extended to provide corrective services but
not utilized by the customer, 3) the customer had agreed to item 2 as the remedy
for the complaint, 4) the customer had reinitiated the complaint 4 weeks later
(6 weeks after the original appointment), but not returned our calls, and 5)
the customer had reinitiated the complaint almost 3 weeks later (2 months after
the original services when the nails and coat would be fully regrown) and
attempted to extend the complaint to include concerns about the quality of the
bath and continued to assert that our groomer is not a professional and acted
inappropriately with our customer service staff.
 
On April 7th,
2015 [redacted] was informed of the decision to deny the request for refund.  She would not let the customer service agent
explain why, but again overwhelmed him and insisted that he provide direct
contact with the manager responsible for making the decision.  The phone was transferred, but went to the
manager’s voicemail and she choose not to leave a message.
 
On April 29th,
2015 (3 months after the appointment), [redacted] sent an email stating that she had
complained to the Revdex.com.
 
Our policies are clear
and we extended those benefits to [redacted] beyond our normal warranty period.  She chose not to use them in a timely fashion
and in fact appears to be more intent on inflicting some level of pain on the
company and its employees.  All over an (alleged)
couple of nails missed while trimming and a small bald patch resulting in the
removal of a matt (not put there by us).
 
We appreciate the review
of the Revdex.com in this matter and remain open to your sage advice in the handling
of such matters.

Revdex.com:
I have reviewed the response 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 have exchanged words with [redacted] the manager on the phone on Monday.  Snarky and generally unapologetic!  He was supposed to call me back on Friday after I had emailed photos of [redacted], however the call never came.To be clear, my dogs were groomed Saturday, it took almost 5 hours, double the estimated time.  Which left me late for work and in a hurry.  I could not inspect my dogs, or even have a minute to call Fritzy's to discuss the botched service I received until the very next day, Sunday.  They returned my message on Monday.  I was unable to answer or call back in between my two jobs until Wednesday.  They did NOT make multiple attempts to reach me, just one, and only one.Also, for clarification, the groomer DID in fact disclose to me that she was A NEW GROOMER.  Whether or not she is certified, I have no way of knowing, but that doesn't mean she wasn't new.  She did in fact tell me "I'm new so I'm still figuring out what clippers to use where".  This is not a distortion of facts, this is a quote from the groomer's mouth.Yes, [redacted] was matted in places. No, I did not want her shaved to the skin.  It was agreed that the knots ONLY be removed.  In essence, get rid of the knots while leaving as much hair as possible.  Upon speaking, rather arguing, with [redacted] he seemed to place the blame on me and even mentioned that I should take better care to brush my dog and not let her to get "so matted".  Regardless of the method of knot removal, I don't think that means her entire coat should be uneven ALL OVER her body.  Rather, only where there were knots.  If you look closely at [redacted]'s back you can see ridges from different random strokes of the clippers.  That, of all places, should be the most even.Fritzy's can not seem to look past the issue of matting, and continuously fails to recognize the MULTIPLE problems with the service as a whole that would warrant a refund with just about any other company in the world (also, to be clear I'm not even asking for a full refund, but for half)1. Excessively uneven coat, not just due to knot removal2. Clearly unwashed, did not smell good, and brown left around the eyes3. Clearly not blown out, her hair was left curly in places and straight in others4. Cut [redacted]'s elbow and drew blood5. Left a knot in her ear6. Dumped hair trimmings all over the parking lot7. Took two and a half hours longer than quoted[redacted], after forcing me to tears, did apathetically apologize and recognized the service should have been fixed somehow.  He "would've been happy to send someone out" had I not been so quick to leave a [redacted] review and Revdex.com complaint. But, I would be foolish to allow the same pet care "pros" to touch and potentially cut my dogs again.  [redacted] explained that I should have called sooner, then he would've fixed it.  I explained that I work two jobs, and he said "well I don't believe you" and laughed at me.In the reply to my review, you see the main reason they give for not fixing the problem was because they were not "notified within a reasonable amount of time".  Is it my fault that there was no one to call me back on Sunday? Or when I called on Wednesday, is it my fault that there was no manager to speak with?  Is it my fault that [redacted] did not call me on Friday like I was told?  What is a reasonable time to this company? Whatever works best for them apparently.  I don't see anywhere on their site that says there is a time limit for requesting a refund, or a second appointment to fix the botched grooming.Fruitlessly, I essentially begged [redacted] to see that this is not acceptable and something should be done.  He would not do anything about it because I left a [redacted] review and a claim with the Revdex.com before speaking to him.  I tried to reason with him, explaining that making the situation right should not hinge upon whether I left a review or not.  It is my right as a customer to give my opinion and account of the services that the company provided.  He insisted that I "flamed" the company.  Unfortunately, it was not a flame at all. All I did was type up an account of the service I received.  I reviewed the service just like anyone would.  It is not flaming when someone gives their side of the story.  I wrote my review, not realizing it would be used against me as a reason to not refund the money I paid for a job poorly done.  Just because you see no future relationship with a customer does not excuse you for what was done in the past.[redacted] did seem to agree it wasn't an ideal service provided.  But, stubborn as he was, would not do anything about it.  [redacted] frankly stated "no" and to that all I could really say was hang up because at the end of the day I knew [redacted] never had the intention of doing the right thing.  Obviously, $84 means more to him than just being a good person, let alone a good manager.  If I did that to someone's dog I would feel so awful the money wouldn't even be an issue.  But, welcome to today's world I guess.[redacted] and the Revdex.com is here to help us stay away from bad business, not for a company to use as an excuse to penalize a customer and not refund someone money.  If [redacted] would have refunded me my money, I would have been happy to update my review to reflect the fact that he was sincerely sorry for the trouble and made the proper adjustments to the bill and we both would be happy.As for the end of the response, I don't even understand it.  I only called the company a total of three times to follow up.  The response to my complaint says that the groomer acted per my instruction.  However, I did not instruct the groomer to injure [redacted]'s elbow, or to dump hair trimmings in my parking lot.  I also did not instruct the groomer to leave the knot on [redacted]'s ear, and I did not instruct the groomer to leave her unwashed or blow dried.  It is not just the cut that is unsatisfactory, it is the service from start to finish in it's entirety.  If there is any bully in this situation it is Fritzy's as they abused my dogs as well as my rights as a customer all the while, with my money in their pocket with little more than a meaningless "I'm sorry".  If you read over the [redacted] reviews, or even the other Revdex.com complaints, it is easy to spot a pattern.  There is a common theme with each complaint, many of them being injuries inflicted on people's pets and unskilled groomers!  Fritzy's lacks concern, moral responsibility and the manager's tone is extremely rude and condescending.At this point, it is obvious that no customer has ever successfully received a refund for their awful services, and I don't expect to be the exception.  But I will do my due diligence in order to try and prevent more pets from being harmed, and people being taken advantage of, emotionally and financially.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
I commend Fritzy's details on the transaction, however my complaints were very simple, the grooming was not performed as it should have been, the fact my cats nails were not trimmed was non-professional, in my opinion.  Regarding the telephone calls, I myself contacted them asking for the resolutions, he stated he would turn it over to the manager I never received a voice mail, I waited two days for him to get back to me, I would see no reason not to respond.  Regarding the non response to the calls they made are not true, my intent was to resolve this matter ASAP.  This is not the format to critize anyones experience or professionalism the work performed speaks for it's self.  Granted, the timing was very unpredicaable, considering the circumstances.
In conclusion, I have had my cat groomed many times and the first I have been unhappy with the work.  I had just moved to this area.
I appreciate Fritzy's responding so quickly.
[redacted]

Thank you for notifying us of the action required to close the complaint. Upon review of the rebuttal to our response to the complaint, we find that no additional response is beneficial. We appreciate your support and remain open to any guidance in best managing issues such as this. Thank you, ** [redacted], P.E.Fritzy's Pet Care Proswww.fritzyspetcarepros.comOffice:    [redacted]Cell:       [redac...⇄

We are sincerely sorry
to hear that [redacted] is not happy with the service her pets received and that the
appointment went longer than anticipated. We do not understand the...

comment
about the groomer being new, given that she is certified in the services
performed.  Independent of her status in
the company, we expect to perform to the satisfaction of the customer, unless
the customer’s requests are unsafe, unethical or added scope without added
compensation. 
As background, upon
arrival it was observed that [redacted] had significant matting and would require
extra care.  The price and length of the
appointment offered are dependent on the condition of the pet. The original quote
was based on the representation that the pets had little to no matting, snarls,
tangles, or debris in the coat. These issues require extra time and effort to
groom.
[redacted] was offered
options for removal of the matting.  She
decided to have the matts cut out, but leave as much length as possible so she
wouldn’t “be pink”.  This is commonly known
as spot shaving.  Not desirable to most groomers, but is performed when the customer prefers it.  At the completion of
each pet, the groomer had [redacted] review the work.  Specific to [redacted], the groomer offered to
shorten the cut to even up the coat because she preferred not to leave it uneven. It was declined and the groomer was
rewarded with a very nice tip.
Her appointment was on Saturday,
May 30th. We received a message from her after hours on Sunday, May 31st,
detailing her concerns. We made multiple, unsuccessful attempts to contact her
by phone before hearing from her again on June 3rd.  During the conversation she stated that she
had posted a review on [redacted].  Her [redacted] review distorts the facts, painting us in the worst light possible without noting the condition of her pets or the rapid response to her concerns (9:57 AM on June 1st).  This was
offensive given that she had not given us a chance to resolve her concerns.  And it is harmful, as she knows that other customers will be deterred from using our services as a result of her comments.Our process is simple.  Even though the groomer acted according to [redacted]'s instructions, if the she had changed her mind and called and asked to have us even out the coat, we would have done so free of charge.  We always want our
customers to be happy with our work. We love pets and want them to be happy,
healthy and look fantastic. We do not claim to be infallible. If a cut is not
satisfactory and we are notified within a reasonable amount of time, we will
happily send a groomer back. We would have been happy to do so in this case,
but [redacted] has taken actions to intentionally harm us and as such negates a possible on-going relationship. We performed the work and will not bough to the pressure of the bullie, so we will not provide a refund.This action is an extension of her outrage and she has taken it further by belligerent badg[redacted]g our customer service staff and attempting to overwhelm our systems with fraudulent e-mails from 3rd parties.  We appreciate the service that the Revdex.com provides, but in this case it is being used as a weapon.  We appreciate your sage advice in continuing to improve and managing issues such as this.

We are never happy if our customer is not happy.  We contacted [redacted] immediately after receiving an email complaint.  As is our practice, we wanted to return and perform the services to the satisfaction of the customer.  He was very nice on the phone and just wanted to vocalize...

his concerns.  He did not want us to take corrective action.  Also, according to our process, the groomer was made aware of the complaint.  The manager notes that the groomer was defensive, but agreed that to be better at interacting with the customer when returning pets to make sure that they are fully satisfied with our work.  We are more than happy to return to the customer and perform the work to his satisfaction. I've included with my comments; the original receipt for the services and the notes from our database regarding the complaint.

Review: On 1/30/15 I made a phone appointment for my cat groom. This was a mobile grooming service. The woment came out was done in about 45 min. I paid by check $120.00 ck #[redacted] for regular grooming and fur treatment. When she was finished I paid her. During the day I noticed her nails had not been cut, upon further checking, my cat had a small knot on her neck, rather than comb it out, it was small enough to do so she shaved the area and left a very noticeable shaved spot on her neck. Also, I question if she was bathed she still had some yellow on her fur, usually I can smell my cat my cat after she was bathed, and couldn't. In my opinion the groomer was not a experienced professional. After several calls to try to resolve this problem, I never got a satisfactory resolution. Unfornunately my mother passed away at this time, I had to put this problem on hold. I then once again tried to contact them for refunf, I was told the time lapse was too long, they were aware of my personal situation. I was told he [redacted] would talk to manager (name?) , after my phone call said too much time lapse. I continued to ask for a refund, I'm still waiting.Desired Settlement: I asked for a refund, the damage was already done.

Business

Response:

We feel for [redacted]'s

loss and absolutely want to make her a happy customer. However, she has

chosen to slander our employee, has been less than professional with our

customer service department personnel and did not take advantage of our

agreement to complete the service to her specifications in a timely fashion.

As background, we

performed grooming services for her cat [redacted] on January 29th, 2015

between the hours of,08:35:39 AM --10:27:09 AM.

The services performed were cleaning her eyes and ears, clipping her

nails, a full brush out, a sanitary clip extended to a full belly shave, teeth

brushing, a deshedding treatment and a warm bath. The retail value of the services was

$130. She utilized a $10 coupon and so

paid a total of $120. The groomer that

performed the services has 20+ years of experience grooming cats and has a

large clientele. She had documented the

steps required to properly groom [redacted] in her appointment notes including the

need to shave out the matt on the neck line.

[redacted] sent an email on February

12th, 2015 at 11:20 AM (2 weeks after the appointment) stating that

we had not cut all of the nails and that we had left a hole in the coat when we

removed a knot. We responded by voice at

11:26 AM, leaving a voicemail for [redacted].

She returned the call and it concluded at 12:15PM. During the call, she stated her complaint as

having the two elements; 1) not all of the nails were clipped, and 2) a knot

had been shaved out of the coat on the neckline and she felt that it wasn’t

necessary and looked bad on [redacted].

Even though our policy

is to alter cuts or perform secondary services within one week, due to the

circumstance that her mother had passed, the customer service representative

offered to send a groomer out to complete the nail trim and they agreed that

there was nothing that could be done to change the outcome of the matt

removal. However, when asked when we

could return to complete the nail trim, she stated that she would have to call

us back to schedule a time.

[redacted] sent an email

comment to us on March 12th, 2015 at 9:13AM (4 weeks later) stating

that she was not happy with our grooming services. We attempted to call her and left a

voicemail.

[redacted] send an email

comment to us on March 31st, 2015 at 8:53AM (2 months after the original

services) asking for us to contact her.

The office manager called her at 9:07AM.

In the conversation, she was belligerent and demeaning. She insisted that the groomer was “not professional”

and that “she would never use our services again”. The office manager was overwhelmed by her

brutal verbal attack and told her that he would request a refund for her.

On April 3rd,

2015, the request was reviewed and denied because; 1) the services had been

performed, 2) the warranty had been extended to provide corrective services but

not utilized by the customer, 3) the customer had agreed to item 2 as the remedy

for the complaint, 4) the customer had reinitiated the complaint 4 weeks later

(6 weeks after the original appointment), but not returned our calls, and 5)

the customer had reinitiated the complaint almost 3 weeks later (2 months after

the original services when the nails and coat would be fully regrown) and

attempted to extend the complaint to include concerns about the quality of the

bath and continued to assert that our groomer is not a professional and acted

inappropriately with our customer service staff.

On April 7th,

2015 [redacted] was informed of the decision to deny the request for refund. She would not let the customer service agent

explain why, but again overwhelmed him and insisted that he provide direct

contact with the manager responsible for making the decision. The phone was transferred, but went to the

manager’s voicemail and she choose not to leave a message.

On April 29th,

2015 (3 months after the appointment), [redacted] sent an email stating that she had

complained to the Revdex.com.

Our policies are clear

and we extended those benefits to [redacted] beyond our normal warranty period. She chose not to use them in a timely fashion

and in fact appears to be more intent on inflicting some level of pain on the

company and its employees. All over an (alleged)

couple of nails missed while trimming and a small bald patch resulting in the

removal of a matt (not put there by us).

We appreciate the review

of the Revdex.com in this matter and remain open to your sage advice in the handling

of such matters.

Consumer

Response:

I have reviewed the response 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.

Regards,

I commend Fritzy's details on the transaction, however my complaints were very simple, the grooming was not performed as it should have been, the fact my cats nails were not trimmed was non-professional, in my opinion. Regarding the telephone calls, I myself contacted them asking for the resolutions, he stated he would turn it over to the manager I never received a voice mail, I waited two days for him to get back to me, I would see no reason not to respond. Regarding the non response to the calls they made are not true, my intent was to resolve this matter ASAP. This is not the format to critize anyones experience or professionalism the work performed speaks for it's self. Granted, the timing was very unpredicaable, considering the circumstances.In conclusion, I have had my cat groomed many times and the first I have been unhappy with the work. I had just moved to this area.

Review: I hired Frizy's mobile dog grooming for both of my small dogs, less than 8 pounds each. The groomer admitted that she was new and was not experienced and "still learning what clippers to use". My dog is not even recognizable anymore, her coat is uneven, there was a knot left on her right ear, she also sustained a cut on her right elbow. The dogs were obviously not even bathed, as the service was supposed to include. The groomer then proceeded to dispose of the hair trimmings out onto the parking lot in the apartment complex where I live. Both dogs look terrible. It's not just a matter of opinion either, it's very clear, objectively the job was not well done, especially for the cost of $168. I was told the job would take 2.5 hours and it took five hours of my day.Desired Settlement: I would like all of my money back for the entire service: $168. I spoke to customer service and they refused to give back the money I paid them because they were "not authorized" and apparently had no manager available. It has been very emotional as I love my dog very much and her "friends" won't even play with her anymore because they do not recognize her. They also visibly drew blood by cutting her which is unacceptable. Not to mention to drama from my neighbors because she dumped the trimming in the parking lot.

Business

Response:

We are sincerely sorry

to hear that [redacted] is not happy with the service her pets received and that the

appointment went longer than anticipated. We do not understand the comment

about the groomer being new, given that she is certified in the services

performed. Independent of her status in

the company, we expect to perform to the satisfaction of the customer, unless

the customer’s requests are unsafe, unethical or added scope without added

compensation.

As background, upon

arrival it was observed that [redacted] had significant matting and would require

extra care. The price and length of the

appointment offered are dependent on the condition of the pet. The original quote

was based on the representation that the pets had little to no matting, snarls,

tangles, or debris in the coat. These issues require extra time and effort to

groom.

[redacted] was offered

options for removal of the matting. She

decided to have the matts cut out, but leave as much length as possible so she

wouldn’t “be pink”. This is commonly known

as spot shaving. Not desirable to most groomers, but is performed when the customer prefers it. At the completion of

each pet, the groomer had [redacted] review the work. Specific to [redacted], the groomer offered to

shorten the cut to even up the coat because she preferred not to leave it uneven. It was declined and the groomer was

rewarded with a very nice tip.

Her appointment was on Saturday,

May 30th. We received a message from her after hours on Sunday, May 31st,

detailing her concerns. We made multiple, unsuccessful attempts to contact her

by phone before hearing from her again on June 3rd. During the conversation she stated that she

had posted a review on [redacted]. Her [redacted] review distorts the facts, painting us in the worst light possible without noting the condition of her pets or the rapid response to her concerns (9:57 AM on June 1st). This was

offensive given that she had not given us a chance to resolve her concerns. And it is harmful, as she knows that other customers will be deterred from using our services as a result of her comments.Our process is simple. Even though the groomer acted according to [redacted]'s instructions, if the she had changed her mind and called and asked to have us even out the coat, we would have done so free of charge. We always want our

customers to be happy with our work. We love pets and want them to be happy,

healthy and look fantastic. We do not claim to be infallible. If a cut is not

satisfactory and we are notified within a reasonable amount of time, we will

happily send a groomer back. We would have been happy to do so in this case,

but [redacted] has taken actions to intentionally harm us and as such negates a possible on-going relationship. We performed the work and will not bough to the pressure of the bullie, so we will not provide a refund.This action is an extension of her outrage and she has taken it further by belligerent badg[redacted]g our customer service staff and attempting to overwhelm our systems with fraudulent e-mails from 3rd parties. We appreciate the service that the Revdex.com provides, but in this case it is being used as a weapon. We appreciate your sage advice in continuing to improve and managing issues such as this.

Consumer

Response:

I have reviewed the response 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 have exchanged words with [redacted] the manager on the phone on Monday. Snarky and generally unapologetic! He was supposed to call me back on Friday after I had emailed photos of [redacted], however the call never came.To be clear, my dogs were groomed Saturday, it took almost 5 hours, double the estimated time. Which left me late for work and in a hurry. I could not inspect my dogs, or even have a minute to call Fritzy's to discuss the botched service I received until the very next day, Sunday. They returned my message on Monday. I was unable to answer or call back in between my two jobs until Wednesday. They did NOT make multiple attempts to reach me, just one, and only one.Also, for clarification, the groomer DID in fact disclose to me that she was A NEW GROOMER. Whether or not she is certified, I have no way of knowing, but that doesn't mean she wasn't new. She did in fact tell me "I'm new so I'm still figuring out what clippers to use where". This is not a distortion of facts, this is a quote from the groomer's mouth.Yes, [redacted] was matted in places. No, I did not want her shaved to the skin. It was agreed that the knots ONLY be removed. In essence, get rid of the knots while leaving as much hair as possible. Upon speaking, rather arguing, with [redacted] he seemed to place the blame on me and even mentioned that I should take better care to brush my dog and not let her to get "so matted". Regardless of the method of knot removal, I don't think that means her entire coat should be uneven ALL OVER her body. Rather, only where there were knots. If you look closely at [redacted]'s back you can see ridges from different random strokes of the clippers. That, of all places, should be the most even.Fritzy's can not seem to look past the issue of matting, and continuously fails to recognize the MULTIPLE problems with the service as a whole that would warrant a refund with just about any other company in the world (also, to be clear I'm not even asking for a full refund, but for half)1. Excessively uneven coat, not just due to knot removal2. Clearly unwashed, did not smell good, and brown left around the eyes3. Clearly not blown out, her hair was left curly in places and straight in others4. Cut [redacted]'s elbow and drew blood5. Left a knot in her ear6. Dumped hair trimmings all over the parking lot7. Took two and a half hours longer than quoted