Gette-a-Groom, Inc

Gette'-A-Groom, Inc South 6th Street Klamath Falls, OR August 5, Revdex.com PBox DuPont, WA Subject: Response to Complaint ID *** Dear *** ***: I have
read Mr***'s complaint regarding a bath and brush service on July 25, for his cattle dog mixI was not present at the original service and the bath and brush was done by an associate contractorThe service performed was routine, included a bath, coat brush, nails trimmed and buffed, and ear cleaningThe dog was friendly, well mannered, and was not anxious about being in the shopThe pet did have areas/spots of tree sap or pitch all over its body, with some imbedded into the fur and sticking on the skin belowOne spot on the right-side rib cage had a small hard scab perhaps where the animal had been licking or chewing trying to remove the pitchThere was some fur missing around the spots, and the skin was pinkThis was a short haired dog and we attempted to use a pet safe degreaser to remove some of the sapPart of it was came off, but we did not attempt to scrub the animal to remove all the sap residueThe scab, pink skin, and bits of missing fur were already present before we bathed the animalNo scissors or clippers were used on this short haired dog Mr*** called the same day after picking up his dog, speaking with the associate contractor who performed the bath and brushWhen she attempted to explain the service performed, Mr*** became angryAnother, more senior, contractor took over the conversation, and offered Mr*** a refundShe also offered for Mr*** to come in and speak to myself, the corporation owner, which he agreed to do When I arrived at the business the following day, July 26, 2017, the associate contractors explained the incidentI immediately called Mr*** and apologized for not being at the shop earlier that morning when he came to see meI again offered him a refund or two free bath servicesI was merely trying to be nice, but he seemed to act like my approach was an admission of guilt for "damages" to the dogHe said he would be in later to show me "damages" to his pet When Mr*** arrived with his dog, I noted the animal was a medium sized mixed breed cattle dog with a short coatThe dog entered the shop willingly ahead of Mr*** in a calm manner with a slight tail wagI examined the dog to make certain there were no cuts or gashes, even though we had not done a haircutThe area on the ribcage was about a half-dollar size bare spot with a scab in the centerI felt the scab and noted it was hard and several days old, not something caused the day priorThe animal was very calm while I examined himI told Mr*** that the spots on the dog's coat were tree sap, and that a warm water bath can make the sap stickierI tried to suggest he soak the spots in an oil, like olive oilMr*** became agitated as I talked, so I again offered him a refundHe stormed out yelling he was going to contact the Revdex.comI stopped what I was doing, and made some notes on the incident in the pet grooming scheduling software regarding his pet under I presume his wife's name, *** *** who originally brought the dog in for its first serviceI did this for notes to myself and the other contractors, in case we had to deal with Mr*** againI went back after I received your letter and printed a copy for myself, and then later one for youI have attached this note, with all of its misspellings, to this response I have been in this industry for yearsI have attended and graduated from a school on grooming used by *** ***I pride myself on providing the best possible service for each animal I come into contact withThis is a caring and compassionate business, and I love what I doI have clients who are veterinarians, lawyers, and professional show dog breedersNone of these professionals would tolerate a groomer who would wound their animalsSome pets do become very much stressed during grooming, notably cats, which makes grooming them more difficult, especially when doing haircutsThe animal addressed in this incident/ customer complaint was not stressed at all I would still give Mr*** a refund or three free services on his dogI won’t accept responsibility for problems arising from tree sap on the dog's fur coat that were there long before we saw the animal in our grooming shop. Bridgette B***, President, Gette'-A-Groom, Inc