Knob Hill Landscape

Initial Business Response /* (1000, 5, 2016/09/29) */
Dear Sir/Madam:

Below is my response to the complaint filed under Case # XXXXXXXX:

The customer brought her poodle in for grooming on September 14, 2016. We discussed the type of cut she preferred. When she indicated that she did not...

want him shaved, we discussed the length of the cut she preferred. We complied with her request to have the hair basically one length, which is known as a puppy cut. The only shaving was the typical shaving under the eyes, the pads of the feet, and in the private areas, which is not "grooming" so much as it is a safety precaution for the animalto avoid infection. The face and the feet had been shaved by a prior groomer, so that area was still growing out, which could have resulted In a slight difference in hair length.

As to the hair in the ears, we did not pull the hair out of the ears, we trimmed around the ear canal as the customer requested. However, we did advise the customer that there was an odor in the ears, which usually indicates an infection is present.

The customer accused us of having pulled hair in the dog's ears at a prior visit, resulting in an infection. In fact, it is highly unlikely that pulling hair can cause any type of actual infection. It may cause some irritation, especially if the ears are already infected. Leaving hair in the ears for any length of time can trap moisture and bacteria, which is likely to lead to an infection.

In fact, when the customer retrieved her dog, we asked her if we had performed the type of cut she wanted, and she indicated that it was.

As for her request of a refund, while we understand her concern over her dog, we do not believe this is warranted as we performed the services as she requested.


Just the Groomer
Initial Consumer Rebuttal /* (3000, 7, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just lies. He was going crazy being excited to be out of there so as far as I could tell it was fine. Once he calmed down I could see that it wasn't. Funny that the time before his face wasn't shaved like this which I specially said not to. I will never be back and will be sure to make it known that your business and employees are rude and don't listen. Don't want to refund the money, that's fine. Clearly need it more than I do as your business will continue to decline.