Complaints

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been using this mobile grooming service since I moved to ****** over a year ago. The initial basic bath grooming package was about $105 plus any added services. The previous groomers were great but this morning I was scheduled with ***** and someone else who I was not informed about that would be in the van. I have an 11lb Cockapoo with naturally more poodle fur. That I keep at a low level to avoid matting. I brush him regularly but specifically took the time to brush him out before the appointment this morning. He was not matted by any means. ***** decided he was and when I explained that he isn't matted and I took the time to brush him, her response was "I don't know what to tell you either I charge you or shave him down." The additional charge for matted fur brush out would have been another $15 on top of the initial $130 just for the basic bath package since they recently updated the service prices. I was also paying extra for the gland expression service and nails service. He's 11lbs and I find this to be entirely ridiculous to be charging so much for basic grooming and for charging extra to brush during grooming. When brushing is normally part of a bath and blow dry service considering he was not matted. I'm extremely disappointed with the newly raised price points. It's way too expensive for basic grooming services. For being a loyal repeat customer for over a year and even after with the prices being raised I was extremely offended by ******* all about the money and less about customer service attitude.Update: After waiting 4hrs for a manager to call/touch base with me. Kat the manager tried to charge me a cancellation fee for refusing service which I did not. She didn't offer any type of future discounts for the horrible experience but she did say that Mobile Pet Shine will no longer offer any services in the future and banned me. These people and establishment have no sense of customer service. Please save your money and find a better place.

  Business response

  06/10/2022

  Hi ******,

  We apologize if there was miscommunication but it has been nothing but issues with ****** since the beginning of our time with him. You continuously scheduled haircuts, not bath and brush services and ****** was always matted hence the mat removal fee. You also verbally berated multiple employees and continuously complained about pricing even though you were purchasing extra services. **** gland expression and nail grinding have always been extra services. We also have had to charge an extra care fee because ****** took so much extra time because he is extremely elderly. With ****** being 15 he did need extra care. However, our service and pricing is not for everyone, it is a luxurious, convenient service with grooming being right at your door. We think that ****** would be more comfortable with a veterinarian providing grooming services and therefore you have been put on our **************** list. Our customer service team will continue to improve and learn and we will try to provide the customer service standard that we have been so proud of. We thank you for your previous business with us and wish you the best.
  

  Sincerely,  

  Tage

  Customer response

  06/14/2022

   
  Complaint: 17219844
  
  I am rejecting this response because: ****** ALWAYS being a problem was NEVER disclosed to me during my very many continuous appointments for over a year. The prices are ridiculous but I still continued to book appointments because the previous groomers were wonderful. ****** was NOT always matted. I ALWAYS booked him for a bath, cut, nail trim and **** glands expression. Im not sure why they are lying about what the actual services were during the appointment. The establishment likes to charge for every single service separately. I did not berate any employee at any time. ************** manager of Mobile Pet Shine took over 4hrs to follow up on Cindys behavior only to tell me they would no longer offer us services. Kat clearly needs to be retrained on loyal returning customer service protocols. The previous groomers never complained to me about ******. Grooming Sessions with ****** never took longer than an hour and a half which is the typical time line as described by Mobile Pet Shine. No apology, no offer to make the situation right for a loyal customer. The worst customer service was given by Kat. Theres nothing luxurious about their services. They are all basic services. ****** does not need a special veterinarian grooming session. Kat is obviously the one responding to this complaint and shes lying about things that never happened just to save face. The owners should be ashamed that her lack of skill and tact has lead a loyal customer to legally file a complaint. They should rethink their staffing choices. If you read on ****** there are multiple reviews from other customers that have left reviews about Mobile Pet Shine hurting and wrongfully handling other pets. Another indication is that after all is said and done nothing has been offered to make things right. They just responded with lies to get away with bad expensive service. 
  
  Sincerely,
  
  ***************************

  Business response

  07/06/2022

  ******,

  You have now left us a negative review on every different format possible. You are no longer welcome at our establishment, and have a new groomer so please just leave us alone. It is borderline harassment with the way you have treated my employees here. Enjoy your new groomer and the free market, isn't it nice to be able to use whoever you want? We wish you the best. 

  Mobile Pet Shine

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