Rockwell Pet Clinic

Initial Business Response /* (1000, 8, 2015/05/11) */
Mrs*** was a return grooming client with our clinic (from August up until September of 2014)Her dog, a 90lbAkita, is a very heavy coated dogIf not regularly brushed, the dog MUST be shaved, due to heavy matting of the coat
His first groom appointment at our clinic (on 8/29/2013) was quoted $75, but due to the condition of the animal's hair coat, a "dematting fee" was added, making the cost $The owner's were called during the groom and informed of the condition of his coatThey understood and paid the $They were told during pick up that day if the dog wasn't brushed at home in between appointments, the additional $would be added every time the groomer's had to demat the dog
The second time the dog came for grooming (05/01/2014, almost months later) it took almost hours to complete the groom due to the condition of his coatThe charge was $againThis time, the owner of the dog actually had to help hold the dog for the groomer, since he was very anxious and uncooperative during his groomThe owner(s) were told once again that if he was not brushed at home, in between appointments, that we would have to continue to charge $
The third and final time the owners brought the dog in for grooming was 09/13/(four months later)The owner claims one of our groomers checked in her dog and quoted her $for her dog's haircutA groomer was not here to take the dog in that morning, and no groomer quoted her the $she claims she was quotedShe was, however,told that if she wanted her groom at $75, that the dog MUST be groomed/brushed out in between appointments to avoid the additional $feeThe groomer has notes in the client's file to this effect
When the dog was groomed, it was STILL heavily matted, so the additional $was added to the cost, making it $once againWhen the owner came to pick up the dog (the husband), he called his wife and told her it was the larger balanceWife refused to pay the $90, and only paid the $75, claiming "we quoted her the $75"We explained to her that a groomer never gave her that quote and she continued to dispute the additional chargeWe refused to remove the charge, considering the numerous warnings she was given, and the additional amount of labor involved in grooming her dog
Mrs*** knew she had the additional $balance on her account and was informed that if the balance did not get paid, that her account could face late fees and being sent to collectionsShe still refused to pay the difference, and ignored numerous attempts by our clinic to remind her of the balance with monthly statementsThe balance grew to $33.15, and was sent for collections on 03/02/for that amount
Mrs*** called our clinic on 04/23/to dispute being sent to collectionsI reiterated to her the fact that her dog was always matted when she brought it in, and that a groomer was not here to quote her the last time her dog was hereShe continued to argue that she was quoted the $75, and when I tried to tell her that she failed to brush her dog, and that's why she had to pay the additional $15, she screamed an expletive at me and ended the phone call
Our clinic consistently takes thorough notes in the clients' files, and I have physical documentation showing the numerous warnings we verbalized to Mrs*** concerning the dematting feeThere were no notes written by a second groomer that she was ever quoted $for the final groom, and the second groomer was not even present that morning when the dog was dropped offMrs*** was also warned that if she chose not to pay the $15, that her account was at risk of accruing late fees and going to collectionsShe chose to ignore that as well
We treated Mrs***'s account the same way that we would treat any other account with an unpaid balance
Initial Consumer Rebuttal /* (3000, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the groomer work on commissionthe groomer was present the last time we brought our dog to the clinic, and specifically gave the quote for $she did not say there was an additional charge during this time and actually combed through his coat with her handWhen we pick up the dog another groomer added an additional price and we specifically requested her to consult the original groomer*** was argumentative despite the specifics provided to her regarding our dogthis is a very disrespectful posturethe requestis