Sandy Pawz Dog House

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their responses are completely untruethey are continuing to twist the events to avoid taking responsibility for their behaviorwe did leave reviews on yelp and they went on a smear campaign against us refusing to take any responsibility for their actions and the actions of their employeesWe never accused them of assaulting anyonewe merely said that the manner in which their manager behaved bordered on criminal menacingThe business owner did not present herself as the owner nor did she attempt to handle the matter in any waythe manager was rude and confrontationalHe tried to use his size to intimidate me and I am not one to back down from a bullyThe bottom line is we were paying customers who were libeled online as well as physically intimidated in their place of business for daring to speak up about unsatisfactory serviceRegardless of the situation, that kind of behavior is completely unacceptableWhen a customer has a complaint you do not proceed to blame them for their unhappiness with your mistake and attempt to intimidate themThat behavior is completely out of line
Regards,
*** ***

Thank you for the opportunity to share our side of this unfortunate situation and respond to each allegation">We Used the Wrong kind of comb and trimmer and left rippled patterns in the fur
My first concern with this statement is that the customers concern at the time of the groom was that we didn’t groom the cat and did not perform the service. Now that has changed to we used the wrong equipment. Having said that cats are not meant to be shaved down but some people request it due to mats, heat, post surgery and personal preference. Because they are not meant to be shaved down these ripple patterns become very apparent
They misrepresented their groomer to have over years experience and neglected to inform us that the groomer had been let go and the actual groomer was a year old woman with very little experience
I’m sorry but this is 100% untrue. The groomer that did this groom had over years experience and was in fact the groomer that did this groom. I can document this all the way to payroll. We did end up terminating this groomer days later but that groomer was still employed with us and absolutely performed this groom
The Owner Presented herself as a desk clerk
I am not entirely sure how to respond to how I present myself, I can only say when it was clear they were unhappy with the groom I went to get the manager who checked in this customer as he would have had all the detail
The large man proceeded to verbally accost for complaining, to physically intimidate me (hands and fist, looming over me, standing within a foot of me, gesturing wildly aggressive posturing) using his size and body language .
I was standing there for all of this and there was just none of what was described. The customer was not happy and said we did not do anything and had not performed the service. The manager tried twice to say we did but because the cat was previously shaved down he would not look much different. This was the conversation. The manager tried twice just trying to explain that we had in fact done the groom. The customer was not satisfied so the manager said “We want you to be happy so this one is on me”. We did not charge for the service she was unhappy with. At the time the customer seemed satisfied with this There is 100% no reason to behave the way the customer describes. We have customers who occasionally are not happy with the groom and we have a protocol for how to handle itThroughout the manger and the customers discussion it was the customers son (a pretty big guy himself) who showed agitation and began to step into the conversation. At that point I said to him “They are fine They’re talking”
YELP
The customer’s son posted a review on YELP about a week later. In this review he basically accused us of assaulting his mother. You better believe I responded to that YELP with our side of this story. Then the customer (the son’s mother) posted a negative review supporting her sons account. The son then posted additional YELPs with continued accusations. For the record YELP filtered all reviews. All the mud dragging started with the son
To Complicate Matters
My business is currently under attack from individuals. The groomer we terminated and her best friend who works next door. It has been virtually a daily assault on our business and a cyber attack. They are calling and emailing my customer directly, posting online attacks. Both of these individuals are in contact (documented) with the mother and son and have been doing all they can to add fuel to this fire.
In Conclusion
If you read our many YELPS you will see we are not perfect but admit to our mistakes, however we don’t just roll over and take it when someone tries to deliberately hurt this business that I have put my heart, soul, blood, sweat and tears, my entire life. We also have overwhelmingly great reviews from our awesome customers. I have a dog and a cat, they are my family and treat them as such. I treat every dog and cat that comes into my facility as a family member as well and only hire staff that do the same. We are not perfect but always try to do the right thing.
Sandy

Review: I Took two cats in to be shaved for the summer, one had been previously shaved for surgery and just needed the paws and neck to be trimmed to match (the wounds had healed). They used the wrong kind of comb and trimmer that left rippled patterns in the cut of the fur. They misrepresented their groomer to have over 30 years experience, and neglected to inform us that that groomer had been let go and the current groomer was a 20 year old woman with very little experience. The grooming was left ragged and unfinished. when we complained to the owner (who by her behavior presented herself as a desk clerk and not anyone of authority) She went into the back and came back with a large man who proceeded the verbally accost us for complaining. he attempted to physically intimidate me (hands in fists, looming over me, standing within a foot of me, gesturing wildly, aggressive posturing) using his size and body language. We managed to come to an agreement and I paid and left. Regardless of the outcome the manner in which we were treated as paying customers was highly unprofessional and I felt threatened.Upon making a review on Yelp, the owner replied with libelous accusations to my son and lied about the events that transpired, dragging his good name through the mud for speaking up against the manner in which we were treated.Desired Settlement: My son and I would like a formal investigation of their business practices and employees be carried out in order for this to not happen to anyone else.Otherwise, no compensation or settlement is required because we refuse to return to that establishment and put ourselves in that situation again.

Business

Response:

Thank you for the opportunity to share our side of this unfortunate situation and respond to each allegation