Horror Theater Video

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Upon receiving the complaint of animal cruelty we immediately investigated the matter and have determined that no abuse or mistreatment of any kind occurred with said customer's dogWe do not condone that treatment and take any allegation to the contrary very seriouslyThe sequence of events and
resolution are as follows
On Thursday 10/30, pm the owner brought their dog in to be groomedThe dog had a lot of matting that needed to be clipped and combedNext it was bathed, and finally dried with a hand dryerThe whole process took approximately hoursAfter the groom was complete the groomer noticed that the dog had messed in the crate and rewashed the dog's pawsA little bit later the dog messed again and this time had to be rewashed and dried which took about an hour
Per the groomers statement (see enclosed doe.) the owner was contacted to notify them of the situation but there was no answer and a voice message was leftThe owner came in and paid for the groom at 4:pm (receipt enclosed) not pm as stated in the complaintCustomer at the time was not agitated and did not ask for a refundCustomer did not make any references to dogs face not trimmed properly or problem with the tail as stated in the complaintThe customer complimented the groomer on a great job and groomer even helped the customer put a ribbon in the dog's fur at customer's request
On Saturday 10/customer called store twiceFirst call was to groom room and they got the answering machineThey left message saying they took dog to vet and everything is fineThen they called the main store line and spoke with the shift leaderCustomer stated what a great job was done but there needed to be better communication and groomer should have just wiped the dog down, not rewashed it and taken so much timeAlso customer stated she did not get the message about having to wash the dog a second time but in her complaint she states she called the store at pm to follow up on the delay, so she was aware of the situationShe did not tell the groomer at that time to just wipe the dog down and I'll be there in a few minutes to pick up the dogAccording to the shift leader she did not sound agitated or upset on the phone
On Sunday 11/customer called again and went through the same conversation praising the groomer's dedication but it was unnecessaryShe reiterated better communication in the future
On Monday 11/our customer service department reviewed calls that came in over the weekendThe customer called complaining that dog was abused, rear end was red from having diarrhea, and that dog was caused damage by being in the kennel for hoursShe stated she wanted a refund and vet bill paidThis information was passed on to the store manager to look into
On Monday 11/and Tuesday 11/the manager of the store called the customer to try and get more information and resolve the problemNo one answered and voice messages were leftNo calls were returned
On Wednesday 11/the assistant manager called and also got the answering machineNo call was returned
On Thursday 11/I was given the Revdex.com notice and started to investigate
On Monday 11/was informed by the store manager that the customer returned to the store on Saturday 11/and a refund was issued (transaction enclosed)No further action was requested by the customer and she admitted that her dog hand gotten a hold of a banana and that was more than likely the cause of her dogs condition on the day of the groomingThere was mention that spouse was upset that the grooming took longer than expected and interfered with another appointment that they were late for
Also enclosed are statements from the assistant store manager and shift leader
Hopefully this clarifies what took place at one of our stores and that at no time was the customers pet in any danger, abused or mistreated in any way
Sincerely, ? *** *** Director Risk Management