Urban Hound

I am a unsatisfied customer who is appalled by [redacted] customer service and care of my dog at Urban Hound. I dropped [redacted] off at 1:30pm to get his toe nails clipped and anal glands excreted and [redacted] and his daughter stated [redacted] would have to have a bath if they were doing his anal glands. [redacted] and his daughter said it would be a couple hours and that they would call me when he was ready. Two hours later I called and [redacted] stated he was ready. I picked him up at 3:40pm and when I came inside he was still tied up near the bath. I paid, got in the car and as [redacted] sat in my lap I noticed some residual soap on his face and within the 25 min drive home [redacted]'s eye had swelled shut and he couldn't open it up. I immediately called the Emergency Vet for advice and was to the vet by 5:15pm. After topical stains to his eye the vet determined that he had two epithelial ulcers in his eye related to a chemical (SHAMPOO) that got in it. I specifically asked if there were any scratches or scrapes that could cause this kind of ulcer and the vet stated no. $200 later, [redacted] was placed on topical antibiotics, pain meds, and a cone. As directed by the emergency vet, we went to our normal vet Wednesday where they did another eye exam with the same conclusion. Ulcers related to chemical, toxin burn. Another $150 later the vet gave more topical antibiotics and pain meds and stated that if it did not get better within the next 3 days he would have to refer us to a specialized eye doctor. We called [redacted] to confront him about what had happened at Urban Hound and he stated that something like this has never happened before and that he uses the same shampoo on all the dogs there and washes them from head to toe. [redacted] also stated that I had 'left my dog there for four hours and that there was no way residual soap could be left on his face". However I have payment time stamps from Urban Hound and the Vet that would prove all these events took place in less than 4 hours. [redacted] also tried to turn it around on us and say he would have to see previous vet history to see if the dog has had prior eye issues if he was even going to do anything about it. He was very defensive, not friendly and did not seem to care that our dog was injured and has had eye pain for almost a week now. He never apologized once and has not returned our calls. Another vet trip tomorrow for a repeated topical stain of the eye.Product_Or_Service: Nail trimming, anal gland excretion and bathDesired Settlementpayment of vet bills. inspection of business for safety and insurance Business Response Contact Name and Title: UrbanhoundContact Phone: 775-787-1410Contact Email: [redacted]The customer walked-in around 12:00pm on the day of services. She requested a few of our services including expressing her dog's anal glands and trimming of her dog's nails. Expressing anal glands can be quite messy and fowl smelling: so we do this service with a bath. She authorized the bath with anal gland expression and nail trimming. We used a name brand dog shampoo that we have used for two years without any complaints. She came to pick up her dog three or four hours later and asked if the groomer could show her how to express anal glands. The groomer and the dog's owner were very close to the dog as the groomer explained visually how to express the anal glands. Both parties were in close proximity of the dog and nothing was wrong with him before the owner and the dog left. Her dog was finished with his bath hours before he was picked up which is what we tried to explain to both the dog owner and the dog owner's mother. As she says in her complaint, the dog's eye did not begin swelling until they were driving back to [redacted]. Which would have been at least 3 hrs. after his bath. and he had no signs of swelling or residue when he left Urbanhound. We would have both noticed residue and a swollen eye when we were kneeled down talking about anal glands. We are very sorry that Bruno is having trouble with his eye but Ulcer's are very common in dogs. And they can be caused from many things. The client said it is from a chemical which our dog shampoo does not contain. We use a very gentle oatmeal and aloe dog shampoo and conditioner. We do not know [redacted] history with his eyes and both the client and the clients mother told us that he had not been seen by a vet in a while. For all we know he could have gotten into something in the client's car on the way home.