Upon receiving the complaint of animal cruelty we immediately investigated the matter and have determined that no abuse or mistreatment of any kind occurred with said customer's dog. We do not condone that treatment and take any allegation to the contrary very seriously. The sequence of events...
and resolution are as follows.
On Thursday 10/30, 12 pm the owner brought their dog in to be groomed. The dog had a lot of matting that needed to be clipped and combed. Next it was bathed, and finally dried with a hand dryer. The whole process took approximately 2 hours. After the groom was complete the groomer noticed that the dog had messed in the crate and rewashed the dog's paws. A little bit later the dog messed again and this time had to be rewashed and dried which took about an hour.
Per the groomers statement (see enclosed doe.) the owner was contacted to notify them of the situation but there was no answer and a voice message was left. The owner came in and paid for the groom at 4:07 pm (receipt enclosed) not 5 pm as stated in the complaint. Customer at the time was not agitated and did not ask for a refund. Customer did not make any references to dogs face not trimmed properly or problem with the tail as stated in the complaint. The customer complimented the groomer on a great job and groomer even helped the customer put a ribbon in the dog's fur at customer's request.
On Saturday 10/31 customer called store twice. First call was to groom room and they got the answering machine. They left message saying they took dog to vet and everything is fine. Then they called the main store line and spoke with the shift leader. Customer stated what a great job was done but there needed to be better communication and groomer should have just wiped the dog down, not rewashed it and taken so much time. Also customer stated she did not get the message about having to wash the dog a second time but in her complaint she states she called the store at 2 pm to follow up on the delay, so she was aware of the situation. She did not tell the groomer at that time to just wipe the dog down and I'll be there in a few minutes to pick up the dog. According to the shift leader she did not sound agitated or upset on the phone.
On Sunday 11/1 customer called again and went through the same conversation praising the groomer's dedication but it was unnecessary. She reiterated better communication in the future.
On Monday 11/2 our customer service department reviewed calls that came in over the weekend. The customer called complaining that dog was abused, rear end was red from having diarrhea, and that dog was caused damage by being in the kennel for 5 hours. She stated she wanted a refund and vet bill paid. This information was passed on to the store manager to look into.
On Monday 11/2 and Tuesday 11/3 the manager of the store called the customer to try and get more information and resolve the problem. No one answered and voice messages were left. No calls were returned.
On Wednesday 11/4 the assistant manager called and also got the answering machine. No call was returned.
On Thursday 11/5 I was given the Revdex.com notice and started to investigate.
On Monday 11/9 1 was informed by the store manager that the customer returned to the store on Saturday 11/7 and a refund was issued (transaction enclosed). No further action was requested by the customer and she admitted that her dog hand gotten a hold of a banana and that was more than likely the cause of her dogs condition on the day of the grooming. There was mention that spouse was upset that the grooming took longer than expected and interfered with another appointment that they were late for.
Also enclosed are statements from the assistant store manager and shift leader.
Hopefully this clarifies what took place at one of our stores and that at no time was the customers pet in any danger, abused or mistreated in any way.
Sincerely, [redacted] Director Risk Management
Upon receiving the complaint of animal cruelty we immediately investigated the matter and have determined that no abuse or mistreatment of any kind occurred with said customer's dog. We do not condone that treatment and take any allegation to the contrary very seriously. The sequence of events...
and resolution are as follows.
On Thursday 10/30, 12 pm the owner brought their dog in to be groomed. The dog had a lot of matting that needed to be clipped and combed. Next it was bathed, and finally dried with a hand dryer. The whole process took approximately 2 hours. After the groom was complete the groomer noticed that the dog had messed in the crate and rewashed the dog's paws. A little bit later the dog messed again and this time had to be rewashed and dried which took about an hour.
Per the groomers statement (see enclosed doe.) the owner was contacted to notify them of the situation but there was no answer and a voice message was left. The owner came in and paid for the groom at 4:07 pm (receipt enclosed) not 5 pm as stated in the complaint. Customer at the time was not agitated and did not ask for a refund. Customer did not make any references to dogs face not trimmed properly or problem with the tail as stated in the complaint. The customer complimented the groomer on a great job and groomer even helped the customer put a ribbon in the dog's fur at customer's request.
On Saturday 10/31 customer called store twice. First call was to groom room and they got the answering machine. They left message saying they took dog to vet and everything is fine. Then they called the main store line and spoke with the shift leader. Customer stated what a great job was done but there needed to be better communication and groomer should have just wiped the dog down, not rewashed it and taken so much time. Also customer stated she did not get the message about having to wash the dog a second time but in her complaint she states she called the store at 2 pm to follow up on the delay, so she was aware of the situation. She did not tell the groomer at that time to just wipe the dog down and I'll be there in a few minutes to pick up the dog. According to the shift leader she did not sound agitated or upset on the phone.
On Sunday 11/1 customer called again and went through the same conversation praising the groomer's dedication but it was unnecessary. She reiterated better communication in the future.
On Monday 11/2 our customer service department reviewed calls that came in over the weekend. The customer called complaining that dog was abused, rear end was red from having diarrhea, and that dog was caused damage by being in the kennel for 5 hours. She stated she wanted a refund and vet bill paid. This information was passed on to the store manager to look into.
On Monday 11/2 and Tuesday 11/3 the manager of the store called the customer to try and get more information and resolve the problem. No one answered and voice messages were left. No calls were returned.
On Wednesday 11/4 the assistant manager called and also got the answering machine. No call was returned.
On Thursday 11/5 I was given the Revdex.com notice and started to investigate.
On Monday 11/9 1 was informed by the store manager that the customer returned to the store on Saturday 11/7 and a refund was issued (transaction enclosed). No further action was requested by the customer and she admitted that her dog hand gotten a hold of a banana and that was more than likely the cause of her dogs condition on the day of the grooming. There was mention that spouse was upset that the grooming took longer than expected and interfered with another appointment that they were late for.
Also enclosed are statements from the assistant store manager and shift leader.
Hopefully this clarifies what took place at one of our stores and that at no time was the customers pet in any danger, abused or mistreated in any way.
Sincerely, [redacted] Director Risk Management