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Head to Tail Reviews (1)

I'm writing in response to a letter that you received from [redacted] (ID# [redacted]). She has been bringing her dog to us for  grooming for a couple of years now. Each and every time she brings in her dog, which is half as often as she should, it is always severely matted and in poor...

condition. This is noted on the dog's grooming card history. Ms. [redacted] called the shop the day after her dog's most recent groom and spoke with an employee regarding a red spot she noticed on her dog's shoulder. The employee spoke with the groomer arid relayed to Ms. [redacted] that there had been no incident with the dog and that we are full disclosure and would have told her if we had done something to cause injury to her dog and would have recommended a visit to the vet. ** She was also told she could bring the dog in for us to look at if she would like. Ms. [redacted] came in the next day after work and told us that she had taken the dog to the vet. She spoke with my grooming manager who checked the red spot and asked her if the dog had been scratching at the  area. She said she hadn't noticed. The grooming manager then asked what  the vet had said and was told that the vet could not say that the red spot was caused by grooming. My grooming manager suggested that perhaps the dog may have been scratching or licking the area or that possibly a hot spot was developing, as the dog had been severely matted and that is a common reaction. Ms. [redacted] said "I bring her in every three weeks" and my grooming manager said "Actually, you bring her in every 3-4 months, and she is always severely matted." Ms.[redacted] did not want to hear this and asked that I call her. Before I could return her call she called me. She asked if I knew about the situation and I confirmed that had discussed her concerns with both the groomer and the grooming manager. I also let her know that I had reviewed her grooming history and my security tapes, none of which indicated that anything had happened to cause injury to her dog while in our care. I suggested that perhaps her dog had scratched at itself after grooming, as severely matted hair pinches the  skin causing irritation, and when mats are removed and the  skin is exposed to the air, it is common for animals to scratch or lick the area. As groomers,we are trained to remove mats, but can certainly not be held responsible  for  the condition of the skin underneath the  mats. At this point, she insisted that razor burn was the cause, as she had read online that razors can cause burns when shaving a dog. I tried to explain to her that the tools and blades we use couldn't possibly have caused razor burn and that I could run them over my hand or hers and nothing would happen. She did not want to hear that. She insisted that her dog does not scratch.  I find this unusual because all dogs scratch,especially when tight mats are removed  by grooming. I also tried to explain to her about hot spots that develop when hair is matted tight to the skin moisture can build up under the area causing bacteria to grow and red sores develop quickly when the skin is finally exposed to the air - especially during the warm weather. But, again, she didn't want to  hear what  I had to  say and kept referring to things she had read online. I finally asked her what it was that she wanted from me, at which point she said she wanted me to pay her vet bill. I told her I didn't think it was fair to expect us to cover that expense, as we had not done anything to cause injury to her dog. She asked me how I would feel, as an animal lover if this was my dog and once again asked me to explain why her dog had a red spot on his shoulder after grooming. I told her that I didn't know what happened to her dog between the time it left my shop and the time she called, and reiterated that any number of things could've caused it, but that I didn't believe we did. She didn't want to hear what I had to say, and frankly I was very upset to be dealing with someone who felt they needed to blame someone else for their own lack of care for their animal. At this point, I told her to give me her address to that I could refund her for the grooming. Ms. [redacted] then started yelling and threatening that she would go out of her way to let everyone on social media know that we "hurt her dog"and "are terrible groomers" and "terrible people". It was at this point that I defended my excellent reputation, saying "[redacted] from [redacted], if you do that, then I will be sure to let them know about the terrible condition your dog's coat is in, each and every time you bring her in". Each time she called, the digital readout on the phone indicated that the call was coming from [redacted], and I didn't have her last name in front of me, which Is why I referred to the company. At no point did I threaten her job. In fact, I found it laughable that someone might think their dog groomer could threaten their job. However, that's how she chose to twist it. At this point I told her not to call us again to groom her dog. She then hung up on me.I did call her back to let her know how distasteful I found her plan to threaten my business and my reputation when the fact of the matter is that she's the one who took poor care of her dog, at which point she hung up on me a second time. I've now received a copy of her vet bill in the mail, which I have no reason to pay, and a letter from you. Head to Tail is a respectable pet grooming establishment and retailer. We have thousands of happy customers. The reality is that we work with live animals. And occasionally, things do happen. But we are full disclosure to our customers on those rare occasions, and take full responsibility when the fault is ours. I do not believe that that was the case in this instance and I am dismayed and disappointed  that she would take this further step to try to hurt my business.

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Address: 566 Middle Rd, Milton, Vermont, United States, 05468-3745

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