Complaints

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our dog to shampooch 7-14-2022 at 8AM to get his monthly cut and everything was fine up until we got home and he was messing with his stomach and his private area itching it. When we turned him over he had really bad razor burn near and around his private parts. So we took to the vet on 7-15-2022 at 8AM and they said that it was bad enough where they gave us 3 different meds to help get though it and at this point i had called shampooch about the pain they had done to our dog and he said he needed to talk to his owner about what they could do for us and getting his vet billed paid for chewy keep in mind i had to pay for it and it was $209.44 for the visit and meds. So he kept pushing me off saying he had not talked to his owner and would not give me a final answer. This went on for 3 day until Monday which would be 7-18-2022 we had to take him back to the vet because the razor burn that they had done to my dogs belly and private parts had gotten worse and when the vet told us that it was in fact the groomer that caused it and cost us another $205 to get looked at again and the grooming cost we have been out about $500 because they do not take responsibly for there groomers and told me to have a nice day and they were not gonna refund us anything from the last few days so any person that goes here beware of the stuff they do and do not tell you and try and hide it from you so you never know.

  Business response

  07/21/2022

  What the customer didn't accurately describe is that he dropped off the pet and advised us that chewy had already been scratching this area above his lower belly prior to arrival.  He also noted that chewy had a hot spot on the back left leg and also a growth on the back right foot.  Manager noted to the owner that the shampoo we would be using (based the scratching information told to at check in) is maximum chlorhexidine shampoo.  This shampoo is medicated and is designed for the itching/scratching condition that Chewy had.  The groomer noted the condition.  The shave in that area used is 7f blade which is standard for the normal shave down.  It is what Chewy always gets.  There was no reaction to the shave in the lower belly region.

  At check out, the groomer noted that they did not see any skin irritation or flea bites.  The only items that were confirmed was the hot spot on the back left leg and the growth on back right foot as noted at check in.  Chewy was scratching prior and after the groom process.  The shampoo was medicated and the groom process was normal.

  Once the customer contacted us about Chewy's condition at the Vet. we called the Animal Medical Center and Gahanna Animal Hospital to have our shampoo and grooming process vetted.  They said based on our process of how we groom and how we shampooed the affected area was more than likely caused from Chewy scratching himself prior to arrival and scratching himself raw after the groom and not razor burn.

  The vet said we did a good job taking extra precautions by using the Maximum Chlorhexidine Shampoo.

  We treat our pets like that are our own always try to take the extra steps to protect the pet.

  Customer response

  07/27/2022

  I am rejecting this response because: you cause my dog to have razor burn on the bottom of a stomach Near his private parts and then expected me to pay for the vet bill for your groomers mistake. I am simply asking you to take responsibility for your grandma’s actions and mistakes by refunding me the vets bills that clearing state in the assessment from our vet. Should we continue with the lack of communication when it comes to our dogs health and the previous grooming appointments that your manager and groomer did not notify us of him losing two teeth while in your care. Also Chris if you want to give me a call and have a normal conversation about this your manager has my phone number. Please reach out. 
  

  Business response

  08/16/2022

  I do not accept the allegations that our groomer made a mistake and caused your pet to have razor burn.
  We shared pics with the animal hospital and they concurred.  Our culture and our process provides a non-punitive way for our groomers to come forward if any mistakes happen.
  Non happened in this case.

  Chris 
  Team Shampooch
  614-414-7270
  www.shampoochgahanna.com

  Customer response

  08/16/2022

  I do not care of you don’t think your groomer is at fault and I have posted proof from our groom saying that due to your groomers careless act that it was the cause of the problem and the vet visits. So I can say that even your manager agreed with me that they were at fault of chewy pain. So I will wait for your call to talk more about this. But it goes to show how even a owner that is never there to work could not care about there business and just in it for the money. 

*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. ↩