Riverside Pet Grooming

Initial Business Response / [redacted] (1000, 5, 2016/05/29) */ Riverside Grooming is certainly sorry that Ms [redacted] - [redacted] was unhappy with our service We are always very concerned that our customers are served well We make ourselves available to customers that have any issues to resolveWe have two websites www.riversidegrooming.com , www.riversidepetgrooming.com , which have Customer Service links that come directly to our Central Office Also customers that leave messages with staff for call backs for Customer Service issues are always responded toWe are very sorry you had issues getting through to us that prompted this Revdex.com complaint We have certainly enjoyed grooming Lokey through the years with no issues coming upHowever on May 14th Lokey experienced three incidents of bloody diarrhea during a routine bathing in our salonWe are Safety Certified by the American Kennel Club and per our training and certification we adjudicated that Lokey should not continue through the whole grooming process that day as we felt the diarrhea could be an indication of a serious health issue including hyperventilation, stroke or heart attackOur first concern is the safety of the pet we are grooming We are very sorry to have inconvenienced you by making this decisionWe will be glad to refund your $dollars as you have been a faithful customer to Riverside Grooming and have always taken good care that Lokey is a pampered pet Please expect your refund in the mail this week If we do not have your current address on file please be sure to let us know via telephone We advise that, due to Lokey now entering into his senior years it would be best if Lokey were groomed by a mobile groomer as it is a one on one service without extra stimuli from other dogs in the area, blow driers, and people and pets going in and out of the facility that goes along with grooming practices in a salon We have enjoyed knowing LokeyHe's a very good boyThank you for allowing us to groom himWe will miss him Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not satisfied with their response it is now June with no refund mailed to me as they stated I would be expecting Final Business Response / [redacted] (4000, 9, 2016/06/20) */ Our records show that refund check #in the amount of $was mailed to: [redacted] Box [redacted] Riverside Ca XXXXX We have not received a return however our account shows the check has not been cashed This address is the address we have on file for Ms [redacted] I do see that an address in Hemet is the address she filed the complaint withIs this PO Box no longer a working address? Final Consumer Response / [redacted] (2000, 11, 2016/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I received the check from the business case closed

"Thomas" the Schnauzer dog was groomed at Riverside Grooming 8/19/Thomas is coded in our system as a Yellow when it comes to handling difficulty and Red when it comes to temperamentThomas is always muzzled when groomed as he is a biting dog that could injure a groomer should he ever actually
make contact when bitingWe feel perhaps that the muzzle placed on Thomas may have irritated the sore on the bridge of his but did not see any evidence of this during the grooming processGrooming Thomas without a muzzle is out of the question as it would not be safe. Thomas did have a sore on the bridge of his nose upon arrivalUpon pick up I personally recommended that Thomas see a veterinarian as the bump I observed on Thomas's nose looked like something I would have checked if Thomas were my dogHowever I did not see any significant bleeding in the area at that timeIf Ms*** got Thomas examined by her Veterinarian within hours after grooming as our Release Policy requires in cases such as these and her Veterinarian adjudicated that grooming caused the bump on Thomas's nose to need further treatment than what would have been originally needed due to the grooming process, Ms*** is welcome to submit the Vet bill along with a written statement by her Veterinarian stating additional treatment was necessary outside what would have been done for the original bumpWe will be glad to evaluate the situation further. Ms*** is not eligible for a refund at this time as the grooming Thomas received was complete. For future groomings we recommend also that Ms*** take Thomas to Groomers with advanced skills and let them know that Thomas is a dog that should be muzzled during the grooming processAs it is documented in our records that Thomas is a biting dog and it could be a liability for Ms*** and Thomas if Thomas were to harm his future groomers. *** ***Riverside Grooming

Initial Business Response /* (1000, 5, 2016/05/29) */
Riverside Grooming is certainly sorry that Ms. [redacted] - [redacted] was unhappy with our service.
We are always very concerned that our customers are served well.
We make ourselves available to customers that have any issues to resolve. We have...

two websites www.riversidegrooming.com , www.riversidepetgrooming.com , which have Customer Service links that come directly to our Central Office.
Also customers that leave messages with staff for call backs for Customer Service issues are always responded to. We are very sorry you had issues getting through to us that prompted this Revdex.com complaint.
We have certainly enjoyed grooming Lokey through the years with no issues coming up. However on May 14th Lokey experienced three incidents of bloody diarrhea during a routine bathing in our salon. We are Safety Certified by the American Kennel Club and per our training and certification we adjudicated that Lokey should not continue through the whole grooming process that day as we felt the diarrhea could be an indication of a serious health issue including hyperventilation, stroke or heart attack. Our first concern is the safety of the pet we are grooming.
We are very sorry to have inconvenienced you by making this decision. We will be glad to refund your $35 dollars as you have been a faithful customer to Riverside Grooming and have always taken good care that Lokey is a pampered pet.
Please expect your refund in the mail this week.
If we do not have your current address on file please be sure to let us know via telephone.
We advise that, due to Lokey now entering into his senior years it would be best if Lokey were groomed by a mobile groomer as it is a one on one service without extra stimuli from other dogs in the area, blow driers, and people and pets going in and out of the facility that goes along with grooming practices in a salon.
We have enjoyed knowing Lokey. He's a very good boy. Thank you for allowing us to groom him. We will miss him.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not satisfied with their response it is now June 10 with no refund mailed to me as they stated I would be expecting.
Final Business Response /* (4000, 9, 2016/06/20) */
Our records show that refund check #1024 in the amount of $38 was mailed to:
[redacted]
** Box [redacted]
Riverside Ca XXXXX
We have not received a return however our account shows the check has not been cashed.
This address is the address we have on file for Ms. [redacted]
I do see that an address in Hemet is the address she filed the complaint with. Is this PO Box no longer a working address?
Final Consumer Response /* (2000, 11, 2016/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I received the check from the business case closed