ComplaintsforLoving Cuts Mobile Pet Grooming LLC

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $95 dollars for puppy grooming, and we are unhappy with the job. The dog was inspected after the groomer left, and there was still p*** on the dogs ****, none of his hair was trimmed (including the hair around his **** and paw pads), nails were not trimmed, and dog was still soaking wet when given back. We called the groomer (and the owner) probably 20 times after the dog was inspected, and they did not answer nor call back. Eventually, the groomer responded to me with a very unprofessional and rude message.

  Business response

  11/15/2022

  Reoply to Complaint ID:  ********

  To Whom It May ********************* response to your notification of November 14, 2022:
  
  
  On or about November 2nd, ************** called me to set up a dog grooming appointment for another person he referred to as his girlfriend (I only know her first name - *******). He said he needed it done soon, as he didnt know how long she would be in town. Because of a cancellation, I was able to set it up for Friday, November 4th. 
  
  
  Our groomer arrived on time and performed the groom to the customers specifications, i.e. no hair off the body, clean up the feet, and some shaping around the face and head. After, the dog was given back to ******* and she was asked by our groomer if that was what she wanted. This is standard procedure, since it is far easier to correct any problems before she leaves than to make another trip back later. ******* said she was happy, the dog was running around the yard, and she paid for the groom. Our groomer said she was there probably ***** minutes after the groom talking to ******* and getting paid, plenty of time to correct any problems. None were brought up except she thought maybe the nails were not short enough. Our groomer offered to have ******* bring the dog back into the van and hold it while she cleaned up the nails. ******* declined, saying it was not necessary. Our groomer thanked her and left.
  
  
  Some time after leaving, our groomer began receiving calls from *******, complaining about the groom, berating our groomer and our business, and threatening to call the police. ************** then texted, saying his girlfriend was not happy with the groom, that it was still wet from the bath, the nails were not short enough, and there was p*** on its backside. Our groomer has almost 30 years experience and has been with us for 7 years. She knows that if there is a problem with a groom, she has to go back and fix it for free. She is an excellent groomer and makes sure the customer is happy before she leaves the property. I have every confidence that was the case here.
  
  
  I got a call from ************** concerning all this and I called him back. He said he couldnt talk as he was very busy and could I text him instead. I did this and gave him basically the same story as I stated above. ************** responded and apologized. He said he had posted an unfavorable review online and filed a complaint with the BBB, both of which he would remove (see the following text message from him).

  "Hi don.  I didnt know my girl was berating and threatening *********  I only heard one side of the story, and it sounded awful.  I agree, this could have all been avoided if she inspected the dog prior to paying!  ??. Its not about the money, I just didnt want my girlfriend upset, Im sure you can understand that.  I hope she didnt upset **** too much.  I put a bad review online, but Ill remove it today.  Also I filed a complaint with BBB prior to hearing this, and Ill remove that also.  Thanks again for reaching out to me, and I hope you enjoy your weekend!"

  ************** seemed honorable and fair and I assume he followed up. I know that sometimes things like this get started online and can be hard to rectify. Please contact ************** to confirm his intentions. You may certainly share this response with him. 
  
  
  I hope this will clear up what was an unpleasant situation. If there is anything else you may need from me, please let me know. Thank you. 
  
  
  Sincerely,

  *********************

  Loving Cuts Mobile Pet Grooming

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩