Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my dog on November 7th 2024 at 6 pm. Initially I had booked with ******** but when I took my dog ****** is the one who was there alone. Informed him of the desired cut and he texted me later to pick my dog sometime before 8pm. Upon entering in, he came out without my dog and wanted me to pay before I even had an opportunity to see my dog. I paid and as I finalized he went back to get my dog and immediately went to the back. At this moment I realized that blood was dripping from my dog and he had blood stains as well on his thigh. I called out several times and was there close to 10 minutes but he never came to check what I was calling for or why I was still there. I eventually gave up and left. Upon reaching home I realized my dog was still having blood drops dripping and then noted him licking his left paw. I examined his paw and sure enough he had a deep cut on his left paw. I had left a note on the sign on log detailing what happened and left my phone number. No one called me. I waited the following day and still no one called. This was Friday the 8th. I called them sometime afternoon and left a voicemail. Up to date no one has called to find out the details of my complaint or to explain what happened with my dog. My dog since then has exhibited signs of abuse including regression and has been using the bathroom every night in the house since Thursday night. He has been potty trained since he was 2 months old and is now more than 3 years old. The fact that no one has called makes me concerned that its possible my dog underwent abuse or mistreatment evidence by the unexplained injury sustained and regressive behaviors.

  Business response

  11/20/2024

  Dear ******,
  Thank you for bringing the incident regarding your dog's grooming to our attention. We take these matters very seriously. The note left at the front desk referred to the rabies consent authorization form, which is a document that only the veterinary staff would need to access if a vaccination questions arise.
  Please be assured that neither our owner, *** *****, nor the management team was aware of this incident until your notification. We understand that this lack of immediate awareness does not excuse the occurrence or our initial communication gap.
  As a gesture of goodwill and in light of your experience, we have processed a full refund for the grooming services and the gratuity paid. Our owner will personally conduct a thorough investigation into what transpired during the grooming procedure. The welfare of the animals entrusted to our care is our highest priority.
  We would like to know if your dog required or has already received veterinary attention as a result of the grooming. If a service visit was necessary, please inform us at your earliest convenience.
  We deeply regret the negative experience and assure you that this matter will be addressed with the associate involved upon completion of the investigation. We will take the appropriate actions to prevent such incidents in the future.
  I welcome you to contact me directly at any time to discuss this further. Please do not hesitate to reach out to me, **** T. *******, Marketing Director, at ************ or **************************************.
  *******, beyond the refund, is there anything else we can do to rectify this situation? We have attached the processed refund for your reference.
  Respectfully,
  **** T. *******
  Marketing Director
  Rub a Dub Dub Pet Washing and Grooming
  ************
  **************************************
  

  
  

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