Rose Creek Kennels

I took my dog, [redacted] in to be groomed on Thursday, June 12th. He has been to many other groomers on several occasions. When we brought him home, he was skittish and repeatedly peed out of fear when we would get close to him or try to pick him up(he normally comes home in high spirits after a grooming). We later noticed he kept licking his right rear paw. Upon inspection we found that his paw was severely cut and also starting to become infected. We called Rose Creek Kennels on Monday, June 16th to seek help or compensation. The people we spoke with at Rose Creek Kennels admitted to the accident, stating that they just forgot to tell us about it. While explaining our concerns, they were almost immediately rude and aggressive toward my wife and I, interrupting us to ask what it was we wanted. When we asked for them to possibly pay any vet fees and/or give a refund, they demanded we bring the dog in so that they could assess the injury and decide whether it needed attention or not. Rose Creek Kennels are not veterinarians, and as such, I do not trust their opinion on the matter. When I expressed my concern regarding their wanting to assess the injury first, I explained how they had already made three key mistakes. One being hurting the dog in the first place, two being not telling us, and three being charging us full price regardless. Due to these mistakes as well as their not being a vet, I told them that I would not bring the dog in and would still like a refund so that I may pay for any vet visits or medicine that may be required to treat my dog. They refused, saying that until they could look at the wound, they would not help in any way. The moment I mentioned that they were being difficult and rude, the person I spoke with (I'm assuming it was they owner, this is a small business in a small town) hung up on me. I took this as a clear indication that they were unwilling to work with me to come to a reasonable resolution.Product_Or_Service: Dog groomingDesired SettlementI would like a full refund, ($80.00) so that I can pay any veterinary bills that may occur as a result of the injury my dog sustained. Business Response This customer has brought his Pomeranians to us on several occasions. Once in March of 2008. Once in August of 2010. Since most of my customers with small pets such as Pomeranians are on a a 6-10 week schedule, I can only assume he was not satisfied with our work. Then for what ever reason, we had the pleasure of seeing him July 20, 2012, then January 23,2013, then once again most recently this June 12, 2014. I am pretty sure that we have groomed them the last three consecutive times because the hair growth on his pets reflects the mentioned dates. As one can guess it is a bit of a challenge to groom a Pomeranian on 20-24 week (6 month)schedule...but...we do the best we can. I did nick [redacted] pad while trying to remove the matted hair and debris from his foot pad, and I did forget to tell them. Guilty. I spoke to Ms Customer first, I let her vent and then interrupted her to seek a solution. She replied that she wanted to take [redacted] to the vet. I told her I would be happy to take [redacted] to the vet. Bring him down so I could look at his foot and then we could take him to the vet and I will pay the bill. She seemed happy with that and said she would send her husband down because she was at work and he wasn't. He didn't show up but he did call. Mr customer had already been informed of my offer and called to tell me that he was having any of it as I was not "qualified to look at [redacted] foot". Instead he wanted a full refund of the grooming fee. (I briefly considered that option but since the issue here was not a bad haircut on both dogs, but an alleged injured foot on one dog, that a vet may be needed.) So I repeated my offer to Mr customer, telling him to bring [redacted] down to the shop and we could go to the vet and I would pay for it. Well, since he had already determined that the ONLY solution was a full refund he obviously was not happy. So a very angry Mr customer told me that "IF I DIDN'T GIVE HIM A FULL REFUND, HE WAS GOING TO REPORT ME TO THE Revdex.com AND..........I don"t know what he yelled after that because that is where I hung up. Rose Creek Kennel has been in business for 16 years and my wife and I have been the owner/operator for the last 10 years. We have a good reputation. As like all the grooming shops in town we take great pride in our quality of service and value each and every customer greatly. If we treated any of our customers like he tells it we would not have many, like he says,this is a small town. Mr customer has very nice little dogs that are very accomodating on the grooming table and I have never seen them behave in the manner he describes in his complaint... not in my shop, not when he picked them up. If it was as bad as he describes I would have thought he would have called the day he picked them up or the following day, not four days later. Anyway.... this was a bad experience for both parties and one we try to avoid. I offered what I thought was a reasonable solution and he answered me with a threat. All I can say to that is good bye and good luckConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We did end up having to pay for a vet visit. As a customer I believe that I should not have to bend to the will of a business when they are the ones in the wrong. The only reason I asked for a full ($80) refund was because of the fact that the business owner was unwilling to work with me, forcing me to involve the Revdex.com. If he had just allowed me to go to the vet, and then send the bill (it was $35) to him for reimbursement, all would be done and over with. Instead the owner insisted he see my dog and determine whether or not a vet visit was necessary. The business owner is NOT a vet. Reading the business owners response is a bit of a slap in the face, considering he knows how rude he was on the phone, which is why I responded the way I did. "So I repeated my offer to Mr customer, telling him to bring [redacted] down to the shop and we could go to the vet and I would pay for it" This is a lie, he never said he would meet me at the vet or that we would take the dog to the vet together, the business owner said that we were to take the dog to him and he would determine whether a vet visit was necessary. I could continue to quote the business owner and rebuke each statement individually, but I think my general disdain for his lies will suffice. I do not accept a half-hearted and possibly back handed apology. I believe I should receive reimbursement for my dogs grooming ($40) plus the vet visit ($35). I never told the business owner that I wanted the full $80 dollars, the original total for both of my dogs, reimbursed, only the cost of the one dogs grooming, as I would need that to pay for the vet visit. The reason I asked for $80 to be returned to me when I filed the Revdex.com complaint was that I had already paid for both the dogs grooming and vet visit. The $80 would cover both costs. I would still like my $80, or $75 back. For one person, it's a big difference. For a business, I'm sure it's a drop in the bucket. I think the only reason the business owner is unable to accommodate my request is one of pride.