VIP Complete Pet Care

Tell us why here...In response to the customers complaint: When we schedule grooming appointments. I ask all our
clients to bring their dog in at 8am. It is so that way , we can make sure that
the groomer has enough time to do grooming on each dog whom is being groomed that day. Yes the dogs
do sit in a kennel until it is their turn. Each dog that has ever been with us
, whether for grooming or boarding is taken well care of. If they need to go outside,
they are taken outside. If they use the rest room in their kennel, it is
cleaned up. If they are continuously
barking or whining, we tend to them to assure they are ok. There was a dog who
arrived (at 8am) before she had brought her dog in. So this dog was groomed
first. As far as how she wanted the dog to be groomed, we have a contract that
each client signs when dropping off their dog. They put their and their dog’s information, as well as the cut they
want. At the bottom of the contract is a statement where the customer must
circle yes or no giving the groomer permission to continue the groom if matting
or tangling of the fur is found. Which the client circled yes, giving
permission to the groomer. Which my groomer did find matting around the dogs’
ears. His cut was not super short around the ears but shorter than they asked for,
yes. As far as how she was greeted, I was not hostile, but stern because when
she walked in I was helping another customer, and I said " hi , I will be
with you in just a second " & she responded "whatever" .
None of my customers pay until they pick up their animal. I won’t accept prepayments.
All payments are taken at pick up, so her card was not on file, or even charged
until she came in to pick up the dog, using her child support card. She was
upset about the grooming taking so long. I explained to her that all the grooms
for the day come in at 8am , so that way if one doesn't show the next
appointment can be attended too. She repeatedly asked for me to explain why she
was making an appointment for 8am but not being groomed at 8am. (The payment
was taken during this time, as she threw the child support card at me &
stated she would be disputing the charges all before even seeing the dog) When
my groomer brought the dog out to her , he asked if it was her dog and began to
set him down on the floor and very rudely she snapped at the groomer telling
him not to put her dog on the floor. She then sat in the parking lot, sending
her daughter in to tell me the owner needed to call/speak with her, or she
wasn't leaving. After she had contacted the owner and neither one could come to
an agreement due to there was no wrong grooming done to the pet. The charge was
not being refunded. Shortly after speaking with the customer, her “husband”
called to ask questions on why his wife was spoken to in “such manner”. The
owner had explained to him that his wife was being completely rude and was not
asking about the dog’s hair cut but only of the timing of the grooming. Then,
the husband, was arguing over the charge and wanted a refund. He was told no,
due to it being a completed groom and his wife did not ask any questions about
why the dogs’ ears were cut shorter than requested. The owner explained there
was heavying matting on the ears noted by the groomer which he did not have the
chance to explain to the wife before she had left. The husband then went into “threating”
the owner stating, “I’m going to f* up your day”. Using profanity. He then
told the owner “You must be a f*ing democrat”. The owner responded with “well, no, I go for
the man wearing the red hat”. After that, the husband had hung up. I had contacted
the police dept. asking what we need to do. At this point we were concerned for
employee’s safety. We were told, by the police dept. If they were to show up or
continue to call, we need to tell them, “Their services were no longer wanted
at the facility and they need to leave”. If they were to refuse, we were directed
to contact the police dept. The customers have been non-stop reviewing which we
are fine with customers leaving reviews, but it seems they are making fake ones
as well that are being left by fake accounts. We under that cannot be proven. She left a bad review on Google as well as her
husband did too. I apologized for their experience but explained to them the
contract they signed and agreed to and informed her to contact the Texas
attorney general to dispute the charge. This response is from the manager of VIP. I am the one who
has been handling the situation from 8/31We are a small facility with 2 employees. The customers did
report us to the health dept. Which we did get a visit from. They did not
violate us. We just needed to put a sign on our door stating “Mask is required”.
Nothing further.

We are tired of dealing with this situation. We could not even reason with the customer because there was no chance given from the beginning. Its over grooming time and wanting their money back. Grooming takes time. The husband stated they had quit doing business with another groomer because "they did a st job". The husband also stated the dog did not like to be groomed. The groomer had no issues with the dog.