Pet Bath and Beyond

Pet, Bath and Beyond appreciates all the feedback from our clients as well as othersIt is important for us to stress that we take every customer complaint seriously and handle them in a appropriate and professional manner.
In this situation, Ms.*** brought us
schnauzers that had severe matting on their skirts and legsOne schnauzer, was in for his first visit and the second one had not had an appointment with us in months Ms*** did not want the mats to be shaved out but instead, insisted that the dogs be put through the de-matting process despite being informed that this can be an uncomfortable and stressful situation for her dogsShe said that she expected them to be brushed out because in the past, she had brought her dog to us in worse condition and we have de-matted it before She was informed that we now charge a de-mat fee for each dog for this type of service but we would extend the courtesy of not charging her the de-mat fee for this appointment onlyHowever, if the dogs came in again this way there would be a de-matting feeWe chose not to charge her as a courtesy because her appointment had been pre-paid for her by someone else a couple of days earlier When Ms, *** called to inform us that her dogs had come home that day with cough that she believed was kennel cough, we advised her to take her pets to her veterinarian and bring us the billShe was notified that once we received the bill, we would contact her veterinarianThis has been our policy regarding claims of kennel coughThis is an important fact because kennel cough has an incubation period of 3-daysThis means that any dog that has contracted the kennel cough virus would not cough for 3-daysThe owner of Pet, Bath and Beyond spoke directly to *** in regards to our policy of speaking with her veterinarian She told her that after she spoke to the veterinarian that she would get back to her in regards to her decision She was also thanked for letting us know because we would need to let our other customers, that were there that same day, know that an owner brought in a pet that could possible be contagious with kennel coughWe are very aware of how contagious kennel cough is and how it develops in pets Kennel cough can be highly contagious through contact as well as airborneAlthough the pets in our shop never come in physical contact with one another, it is possible to spread things in the airWe know that we have many dog owners that have very social pets, whether that be though their own backyard fence or at the dog park sharing a bowl of water It was our responsibility to find out what the veterinarian said and then take the necessary precautions to stop any potential harm from happening to other petsThis is an important step to us, not only as pet professionals but also to us as personal pet owners We would certainly take responsibility for any pet that contracted kennel cough here but we would not assume financial responsibility for the pet that brought kennel cough into our establishmentAs a business, we stand behind our work, our staff and our mission If we feel that in any way we have caused physical harm to a pet, we are more than happy to take care of your veterinarian's billBut in this particular case, the veterinarian told Ms *** and told the owner of Pet Bath and Beyond that her pets did not contract the kennel cough virus from the groom shopMs*** contacted us and let us know that her vet told her that her dogs did not get kennel cough from us but still expected us to pay for her pets' veterinary billWe are confused as to why this is Maybe there was some confusion on Ms***'s side when the owner was explaining about why we speak with your pet's veterinarian prior to reimbursing for any vet bill regarding a virus or diseaseFor that all we can do is apologizeWe feel that she was not being totally honest with the staff hereKnowing what her veterinarian said, she contacted the shop againThis time the owner was out of townMs*** stated that she has spoken to the owner of the shop and wanted to pick up the checkShe proceeded to tell the manager that the owner said she was suppose to have a check waiting for herThe manager let her know that there was currently no check waiting to be picked up and that the manager had no authority to write a checkShe told Ms*** when the owner was scheduled to returnUnfortunately, the manager assumed that she was being truthful about speaking with the owner and that they had come to an agreement, the manager did tell her that she could pick up the check as soon as the owner returned As it turned out, we feel that Ms*** was only after the money, if she was willing to be dishonest to the manager about her actual conversation with the owner, knowing about our reimbursement policy Again, Ms*** confronted the owner about wanting the money for a health problem that was not caused by our establishment Because she has not been reimbursed for her veterinarian's bill, she has made attempts to engage in poor review confrontation on *** from herself and others that have been on her friend's listWe have snapshots of these reviewsThe last one being removed shortly after it was put up, but we keep records of all of our reviewsWe, as a business choose not to engage in these types of conversations, as they are negative and very unprofessional We chose not to publish our reply publicly out of respect for her, considering the condition that she typically had been bringing her pet in likeWe respect Ms***' views and feel that everyone is entitled to their own opinionsWe wish her and her pets all the best but we will not be reimbursing for a veterinarian bill for a condition that was not caused here

Complaint: ***
I am rejecting this response because:
Pet Bath and Beyond are completely in their
message replyI ALWAYS take my pets in to be groomed in 3-month
periods...this does not make me a bad pet ownerMy dogs are long haired and
mats are common for long fine haired breedsMy schnauzer that was returned to
me ill has been to this facility SEVERAL timesThis was NOT ***'s first
visitI have more than one person and documentation to back that upThis only
further proves that Pet Bath and Beyond does not adequately keep track of their records or they would know
that *** has been brought into their facility on more than one occasion
Secondly, I do not appreciate that they are falsely stating that my
veterinarian informed me that *** did not pikennel cough from Pet Bath
and BeyondTHIS IS FALSEMy vet could only conclude that it was a respiratory
infection and *** was placed on antibiotics right awayMy Vet never once
said that *** DID NOT get this infection from Pet Bath and Beyond, in fact
he said it is a VER GOOD and REAL possibility that *** was infected while at
Pet Bath and Beyond as this was the ONLY exposure to other dogs that he hadI
do not appreciate that they are trying to bad mouth me and make me sound like a
money hungry ill-informed dog ownerAs for the appointment being pre-paid by
someone else a few days earlier...This is because it was a gift from my fiancée
to have our dogs groomed for Valentine’s Day!! I spoke with two Pet Bath and
Beyond employees after this incident occurredI spoke with *** firstI
informed her that one of my dogs had come home ill and that I would be taking
him to the vet to have him looked atI informed her that I would expect Pet
Bath and Beyond to cover the cost and that the emergency line said that the
systems described "sounded" like kennel cough but that the vet would
evaluate him and we could go from there*** was very apologetic and said to
please follwith Pet Bath and Beyond after visiting the vetI received a call
from *** shortly after speaking with *** and she was very apologetic as well
and it was agreed that I would call back after visiting the vet and at this
point...Pet Bath and Beyond was willing to cover the fees, as I had a perfectly
healthy dog when I dropped him at the groomerI cannot stress enough that
*** had no physical signs of being ill when he was released into Pet Bath
and Beyond careHe was not coughing, he was not lethargic, and he was bubbly
as he always isSeveral more phone calls took place after visiting the vet's
officeIt was concluded that *** had picked up a respiratory infection, it
could not be determined as kennel cough (NONE OF THE VET RECORDS SPECIFY KENNEL
COUGH)*** was out of town when I dropped the vet bill off at Pet Bath and
Beyond*** took the bill, she signed and I signed and it was dated and a
copy was madeShe said that *** would speak with the Vet office once she
returnedSeveral days passed and I called again and was informed that *** had
to leave out of town again but that as soon as she returned she would speak to
my vet about the visitSeveral more days passed and I contacted Pet Bath and
Beyond again and *** informed me that a check would be waiting at their
facility by 8am the following morningWhen I arrived the following day to
pithe said check, there was no check and *** had not even called to
speak with my vet as she had said she would when she returnedShe couldn’t
even locate the vet billI asked her to please call me when she got everything
figured out on their end and when she and *** were on the same pageNo call
cameI called back several days later and was treated very poorly*** said
that *** was miss-informed and she started to say that all she could offer
was a free bath serviceIf I was truly being dishonest, and if I was the one
completely in the wrong falsely accusing Pet Bath and Beyond then why would you
even offer me free pet baths? This only FURTHER proves that Pet Bath and Beyond
is full of it! They admitted liability, offered to cover the damages and have
now taken such steps as to blatantly lie out right and say things about
mePlain and simple they were in the wrong and are willing to do anything to
not take responsibility after having said they take full responsibilityAs for
my negative reviewsI am entirely titled to share my opinions about Pet Bath
and Beyond with othersI do not want other people to have to go through what I
have had to go throughI am more than happy to provide Revdex.com with copies (snapshots) of the
reviews that I postedI was never disrespectful, I never bad mouthed Pet Bath
and BeyondI stated the facts, the conversations that took place between me
and Pet Bath and Beyond and I warned others of what I was going throughI am
not out for the money, I am out to make a business hold true to its word and
take responsibility for what happenedWhen you admit fault you admit fault
I'll gladly tell Pet Bath and Beyond to keep their $dollars if they would
be willing to admit that they wronged me and my petYou wronged me Pet Bath
and BeyondYou admitted fault and you said that you were going to make the
situation right and you said that you were going to cover the expensesALL
TRUE STATEMENTSDo not call me a liar and say that I was not honest about what my vet said, why would I have provided Revdex.com with copies of these records if I was lying? Do not try and discredit me by saying my dogs are brought in
to your facility in terrible shape...isn’t the idea of taking your dog to a
groomer so that they can be cleaned up? So the likelihood that a pet may come
in dirty, with long hair and looking a little messy is a good possibility right?
Is it also true that dogs with hair, not fur, are more likely to have mats?
Lastly, check your records Pet Bath and Beyond, *** has been to you more
than once (your discrediting yourself)KEEP TRACK OF YOUR RECORDS and do what you said you were going to do and stop with the pointing the finger game
Regards,
*** ***