The Dog Washer

She called me on the phone on Saturday 11/01/around 2pm she wanted to bring her dog “ [redacted] ” for grooming that same day, she made an appointment for 3:and I was very clear when I we spoke to her on the phone, I told her that we had too many dogs that day and it might take us a little bit longer that usual, she agreed and brought her dogWhen she arrived to our salon she told me how over protective she was about her dog and at how many other pet grooming places she has been and was never satisfied with their services ( she mention names and past complaints) I told her that we have many years of practice and experience and that I was going to do my best to satisfy her expectations We gave him a bath, shampoo, conditioning and a haircut and during the whole time we were super careful because we knew of Ms [redacted] high standards When I released [redacted] to Ms [redacted] I asked her to please check the dog all over,his haircut and everything and she did and was very pleased and happy, she never mention anything about an uneven haircut or bad smell (she was grabbing [redacted] on her arms like a baby, I think she would have noticed a bad smell right away) she paid me $and she left a $tipI want to emphasize that “ [redacted] ” walked out the door fine and happy without any sings of pain or anything of that sorts The next day she called me a little bit concerned about a small rash on her dog’s bottom (as she described) I told her that Vaseline will soothe any irritation and I offered her an apology, I told her that I didn’t think that the rash was there as a result of grooming because we never noticed any rashes or irritation during the whole grooming process, in that case we would have notified her immediately, and as I was trying to explain to her how dogs sometimes scratch or bite themselves after being groomed or shaved ( they experience itchiness just like us ) she hung up on me, I thought that was kind of rude since I was trying to work things out with her On Monday she called me again requesting her money back and yelling at me because I didn’t respond to her Facebook comment (which at the time I didn’t acknowledge) I apologize again and I asked her to bring the dog back to our facility so we could see exactly what she was talking about, I offered her a free bath and haircut for that same day (Monday) and also her next visit for free but she rejected everything, she didn’t want to bring her dog back again, she said ”All I want is my money back” At that point I told her of our no refund policy and she hung up on me again I don’t want this matter to escalate to something bigger I don’t want to fight over $dollars but I also know that we did an excellent job with “ [redacted] ” and I feel it is very unfair to deny us the opportunity to fix this problem, I feel she is making a accusation stating that we cut her dog here at my shop when there’s no evidence of that, only a blurred picture whit a small black spot on an area that was never shaved I don’t think she is being very honest with her accusations although I’m on the best disposition to work things out with her, I apologize trough this letter again and my offer still stands ( Free full grooming service on her next visit )

Complaint: [redacted]
I am rejecting this response because:
As I stated before, I should have checked him more thoroughly before taking him home but I was more concerned about getting him out of there since he had been there for 5 hours and was there an hour past closing time. I was never told they were overbooked. When I called to make the appointment they said to bring him on in at 3:30. I didn't notice the marks until we were home. I ended up having to take him to the vet because he was in so much pain and was so depressed. I had a $200 vet bill because of whatever was done to him at the Dog Washer. I have the records to prove that as well if needed. He was fine after being seen by the vet but he had to receive shots and oral medication to soothe his pain from his wounds and to get him to start eating again. Therefore, no, he was not fine. And yes, I had complaints about two other places but have never felt compelled to file a formal complaint against any other company except this one because no other company had physically HARMED my dog until this point. I absolutely am overprotective of my dog. If you own a pet and are not overprotective then you shouldn't own the pet. And if you are a business that is supposed to care for pets, you should be protective of them as well....certainly not abusive to them.
Regards,
[redacted]

She called me on the phone on Saturday 11/01/14 around 2pm she wanted to bring her dog “[redacted]” for grooming that same day, she made an appointment for 3:30 and  I was very clear when I we spoke to her on the phone,...

 I told her that we had too many dogs that day and it might take us a little bit longer that usual, she agreed and brought her dog. When she arrived to our  salon  she told me how over protective she was about her dog and at how many other pet grooming places she has been and was never satisfied with their services ( she mention names and past complaints) I told her that we have many years of practice and experience and that I was going to do my best to satisfy her expectations.  We gave him a bath, shampoo, conditioning and a haircut and during the whole time we were super careful because we knew of Ms. [redacted] high standards.
When I released [redacted] to Ms. [redacted] I asked her to please check the dog all over,his haircut and everything and she did and was very pleased and happy, she never mention anything about an uneven haircut or bad smell (she was grabbing [redacted] on her arms like a baby, I think she would have noticed a bad smell right away) she  paid me $40 and she left a $5 tip. I want to emphasize that “[redacted]” walked out the door fine and happy without any sings of pain or anything of that sorts.
The next day she called me a little bit concerned about a small rash on her dog’s bottom (as she described) I told her that Vaseline will soothe any irritation and I offered her an apology, I told her that I didn’t think that the rash was there as a result of grooming because we never noticed any rashes or irritation during the whole grooming process, in that case we would have notified her immediately, and as I was trying to explain to her how dogs sometimes scratch or bite  themselves after being groomed or shaved ( they experience itchiness just like us )  she hung up on me, I thought that was kind of rude since I was trying to work things out with her.
On Monday she called me again requesting her money back and yelling at me because  I didn’t respond to her Facebook comment (which at the time I didn’t acknowledge) I apologize again and I asked her to bring the dog back to our facility so we could see exactly what  she was talking about, I offered her a free bath and haircut for that same day (Monday) and also her next visit for free but she rejected everything, she didn’t want to bring her dog back again,  she said ”All I want is my money back” At that point I told her of our no refund policy and she hung up on me again...
 
I don’t want this matter to escalate to something bigger I don’t want to fight over $40 dollars but I also know that we did an excellent job with “[redacted]” and I feel it is very unfair to deny us the opportunity to fix this problem, I feel she is making a  false accusation stating that we cut her dog here at my shop when there’s no evidence of that, only a blurred picture whit a small black spot on an area that was never shaved.
I don’t think she is being very honest with her accusations although I’m on the best disposition to work  things out with her, I apologize trough this letter again and my offer still stands ( Free full grooming service on her next visit )