Complaints

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to groom my ************ dog. I sent photos of the dog beforehand and was quoted $250, and I paid $25.25 to confirm my spot. On the day of the appointment, the owner “Ace” met my dog in person, then told me it would be $350 to which I begrudgingly agreed ( much higher than the typical rate for grooming a *****. We go into the grooming trailer and put her up on the table. Thirty minutes later, he texts me that the dog broke his noose. I go to the grooming truck. The dog is soaking wet and he tells me that he cannot dry or style her and that I now have to pay the $350 plus $150 to replace the noose stand. I asked him how the stand broke, like what did the dog do, and he says “nothing, she just moved back on the table”. So I told him that I wasn’t going to pay $500 for the service since all he’d done was bathe her, and that I was not capable of deciding whether his setup would stand up for a dog, that he had made that decision to go ahead with the grooming despite seeing her and knowing her size. He finally agreed and said that if I paid him $367, then we would be square. So I go into the house and e-transfer the funds. He is texting me over and over that he hasn’t received them. He’s getting more and more irate. Wants me to cancel and resend. Same thing happens and he’s texting me to say I need to pay him outright. So I cancel the 2nd e-transfer but he refuses a cheque. He says cash only, and tells me to go to ATM, and he’s yelling in the street at me, telling me he’s going to report me to the BBB. I give him the cash and he won’t give me a receipt. I’m just like whatever. I go to check my bank statement and realize that he accepted the e-transfer literally at the same time that the back was canceling it and still took my cash. I text him to ask for it back and he says he didn’t “receive anything” from me, despite email confirming he deposited the money. I am now out $759.25. $392.25 is enough for a $150 noose and a bath and I want a $367 refund.

  Business response

  12/09/2022

  Hi to whom it may concern,

  The customer is totally lying,I told her before starting g the grooming that her dog is gonna coast $350 instead of $250 I qouted her ,cause at the time of booking we ask for recent clear picture for a qoute,she didn't send me a recent clear picture,she sent me a picture that was taken before when the dog was smaller,so she cheated me ride of the bath so she can get a cheaper qoute,she accepts the new qoute and I started the session,after bathing the dog having her on the table to dry her out ,the dog suddenly jumped down the table and brook the noose and the handle wich coast $150,so ofcourse now I can't continue or dryer her cause I ha e nothing to tight her up to,so she cone and gets her dog,I told her what happend and she refused to pay for something her dog brook,my unit is designed to hold any size of dog,her dog is 130lbs,************, she refuse to pay for broken noose and handle and tells me to wait till she goes inside and does the transfer,I had to wait 1 hour for her to do transfer and I never did recieve any transfer from her,after waiting 1 hour so I told her we dont except cheques so it now needs to be paid cash cause etrasfer is no going through,I even asked her if the dog has been professionally groomed before she said yes but that also was lie cause the dog was nothing but trouble since start,because of broken noose I had to cancell all my day and whole week of clients cause I cant get the job done till I get a new noose and that will take 1to2 weeks before it arrives,that's almost $5000 lost of clients because of her,and I told her that I will open a claim towards her with bbb so she learns and doesn't do this to anyone else,and now she's claiming to get her money back even though she canceled her etrasfers as she told me and paid me cash only without paying for Brooke  noose,she lying about we screaming on the street ,like come we run a profesional business and our reviews speaks for it self,

  Now I need my $150 for broken noose she never paid for,

  Customer response

  13/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The owner had made a number of false allegations:

  -that the photos of dog were older, not recent: screenshot included showing photos were taken on Sept. 5

  -that the dog jumped off the table and broke the noose: the dog was standing on the table when I arrived 

  -that I refused to pay for the broken noose: he wanted me to pay for the noose PLUS a full groom to which I said no. We agreed on an amount of compensation, which was $367: screenshot included of his text to me confirming this price

  -that he did receive cash from me, but did not receive any money from me via e-transfer: screenshot included of him accepting the e-transfer 

  He also tried to extort more money from me by threatening to report me to the BBB if I did not pay him $150 over the $367 dollars I already paid him: screenshot of this text to me included.

   

  I paid this man $392.25 initially, which is $242.25 over and above the price of the broken noose, and he only bathed my dog and did not groom her at all. He then went on to take another $367 from me via e-transfer. I want my e-transfer money returned to me.

  Sincerely,
  
  *** *********

  Business response

  13/09/2022

  I'm refusing this response, 

  Because she's lying,I qouted her even before starting the session,once she agreed then we processed,yes the dog was on the table after breaking the nose cause I put the dog back on the table,

  As I said we couldn't finish with drying cause the dog Brooke the NOSE for the 3rd time saying this,that's why we couldn't finish the drying cause I couldn't leash the dog to the noose to get her dry,I also have the picture of the broken nose to provide,

  Again been said,when the dog brook the nose I have to cancel my whole day appointments and the next 2 weeks cause her dog brook my nose and she didn't wanna pay for ,she just left and said no im not paying ,well dear you have no option but paying cause your dog did that and you should take responsibility for it,ESPECIALLY WHEN YOUR DOG HAS NOT BEEN PROFESIONALY GROOMED BEFORE AND IS A RESCUE DOG,AND IS NOT USED TO BEEN GROOMED PRIFESIONALY,I still havent recieved any etransfers from this person but if I do,it's gonna be deducted $150 for broken nose and I will gladly return the rest,

   

  This is a business not a charity,when  you break something you pay for it,simple as that,

  Customer response

  16/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Again, this man is refusing to acknowledge that, outside of the e-transfer, I have already paid him $392.25, which is more than twice the worth of the noose ($300), as well as remuneration for bathing the dog. Acceptance of any other monies beyond what was already provided is theft, and I have provided proof to show that he indeed, has accepted the e-transfer of an additional $367. That money needs to be returned to me in full.

  In addition, his claim that my dog has never been professionally groomed is false: see attached screen shot of past grooming services provided for her. Note that the dog was last at the groomers less than 4 months ago, however her regular groomer has since moved away. Having no backup groomer, I decided to try something different. I thought a mobile grooming salon would be a relaxing way for her to spend the day, as grooming a **** takes about 4 hrs and can get quite stressful for the dog. Unfortunately, the owner saw my dog’s anxiety and fear with a new person and space as her making “trouble from the start”, instead of working to calm and soothe her. Obviously he was only interested in money, not the dog’s welfare. Calming an anxious dog is Grooming 101 and If he is incapable of empathizing with that, he shouldn’t work with animals.

  And to his point regarding his loss of income that he claims to have suffered due to downtime because of this incident, that is what business insurance is for. What would he do if his truck broke down or his sink broke and he couldn’t keep appointments? Charge the customers he had already booked to make up for it? Ridiculous.

  I have provided evidence to support all of my claims and disprove his, while he has provided no proof to support his. This is because he has none. I have provided proof that he has my money and I want my e-transfer of $367 returned to me in FULL. 

  Sincerely,
  
  *** *********

   

   

   

  Business response

  20/09/2022

  No sorry were here to run a profesional business not a day care for your dog,we have lots of appreciation during the day and been to get to all of them,however you told me on the phone that you only took your dog to pet smart,pet smart is not a prifesional grooming and noone of the groomers are certified there,so thats not a profesional grooming,

  As I said you need to pay for the noose cause your dog brook it simple as that,when you don't train your dog for profesional grooming then you pay for what they break,

  Now I don't have time to go back and forth with this nonsense everyday as I'm very busy,

  This is my last email regarding this,once it's paid for broken nose then they will get their balance back,

  Customer response

  24/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I want a full refund of the e-transfer amount of $367.

  
  Sincerely,
  
  *** *********

• Initial Complaint

  20/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I contacted this business to book an appointment to groom our dog and come to our apartment building. After letting me know about an appointment on Thursday, than one on Wednesday at noon, I was ready to secure the appointment. I said as much, they asked for a $25.25 dollar deposit to secure it. I had told them I lived by the Lougheed Town Center. It wasn't until after I sent the deposit that they said I would have to go to them to get the dog groomed, instead of them coming to our place. When I told them about the various parking opportunities around our place, they said they could, and would give a refund of the deposit if I wanted it, or, they could try parking here, but the refund would be forfeit if they couldn't. ** ***** **** ** * ****** ********** **** ***** ********* ** ******** ******** ******* * **** ** ****** *** **** **** ****** **** * **** *********** ** ********** *** ******** **** ** ***** ** *** ********* 

  Business response

  28/07/2022

  Hi there,that'd totally a lie,I really don't know who is this person nor who were talking g about,but anyhow,if we weren't able to fined parking around customers house the obviously we can't give them service as the truck and trailer are 40 feet long and can't just park it anywhere,if they haven't recieve a service that's because they lie to us that there is lots of parking but when we went there,there's all signs of no parking are posted everywhere so we can't stop there and give service as it's a noparking sign all over or we get ticket from tje city,
  Otherwise why wouldn't we give a customer service,totally doesn't make sense,
  **** ** ********** **** ****** ******* *** ** *** *** ****** ********* **** **** ** ****** **** ***** **** **** **** ****** ******* *** ************* *** * *********** ******** *** **** ** **** ********* ***** *** **** *** ******** ******

  Customer response

  28/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have screenshots of him accepting the deposit for business, then refusing service, then threatening to call the cops after I asked for my deposit back and for posting a bad review. 
  
  Please see as well the attached reviews. Not only does this business owner lie, they do so by claiming to 'not have served' a customer (which, when they refuse service is 'technically' true), but in fact, they just take the deposit *** *** **** *** ************. 
  
  *************************************************************
  
  
  Sincerely,
  
  ***** *********

*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. ↩