Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The groomer harmed my dog and caused him to pop both of his eyes, leaving them bloodshot. I went to the vet the day after the incident and the vet confirmed its from brute force and choking the groomer did. I had to pay vet bills and grooming bills.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my dog there for 3 days. She was fine before (just had her at vet). She has diabetes and this was the only place who could give her insulin. I took her there and within 10-15 minutes I got a call from Sam who said there vet was not able to come in. I told him to keep her and I would be back sooner. He called 5-10 minutes later and said the vet would be in to give her shots. When I returned on Dec 19 she was visibly shaken. They didn't give me a copy of the contract I signed but on it I had the messages to give her 2 shots a day. I also made sure because they were the only place that could take her on these dates. When I got her she was skittish and her eyes were blood-red and we're almost popping out. I found 2 dog bites on her-1 on her lip and the other on her leg. I took her to my vet and she said the dog had Horners Syndrome. Since Fido had her there, they were the only ones who could have given it...by choking her on a leash/ collar. The vet did a full work up on her and it cost over $800! Then when I complained on the internet they lied about everything! I don't want anyone else putting their babies on this awful place and I WANT THEM TO PAY GOR THE VET!!!

  Business response

  03/10/2023

  Business Response /* (1000, 6, 2023/01/13) */ Contact Name and Title: Samuel ***** Contact Phone: XXXXXXXXXX Contact Email: *************@gmail.com This is a response from The Fido's Spa. Firstly, we would like to explain our side of the facts briefly. Followed by individually responding to each and every claim made for further clarification of the situation. ***** ****** dropped her dog (Snooky) off at our Spa along with her belongings and the dog's insulin. She signed our boarding contract and left as expected. It is true that we called immediately less than 10 minutes from drop off time that we would not be able to board her dog due to her need for insulin injections since we do not accept dogs with any extreme medical condition, sickness, or aggressive dogs. To this, ****** responded that it should be fine for her dog to stay in our business since she will only be gone for a couple of days. Which we hesitantly agreed on. After further conversation with management, we agreed to provide the insulin to the dog thinking of her well-being and that a medicine administration fee should be expected. We notified ***** of this update as well. The dog seemed to have separation anxiety and would eat very little, other than that, she was never a problem nor got into any fights with another dog at any point during her stay at The Fido Spa. Monday, December 19th, the date of pickup. Snooky was taken outside to do her necessities right at opening time as normally for boarding dogs, and then we proceeded to give her the Bath Package as requested in her contract. A full service was provided to her, including nail trimming, bath, brush and blow dry. No signs of redness in the eyes nor bites were seen during this process. In the case thereof, the front desk would have been informed and the groomers would have noticed. The dog was picked up by ***** soon after the service was done, she saw her dog, paid, and left happily after wishing us a happy holiday. Now we move on to respond to each claim made by ******. "...She has diabetes and this was the only place who could give her insulin." "I also made sure because they were the only place that could take her on these dates" The only way for our customers to make a boarding reservation is through our website. If a phone call to our business would have been made asking if we could board a diabetic dog, the response would have been no and the whole situation would have been prevented. She chose to board regardless. "They didn't give me a copy of the contract I signed" We always give copies as long as the customer asks for one, we keep said copy as well for every boarding contract. ****** never asked to review or get a copy of her contract. "When I got her she was skittish and her eyes were blood-red and almost popping out." Snooky received a full bath service and was not in said condition throughout it. If these symptoms were as claimed, our trained staff would have treated it as well as they can and inform management. We would expect the owner to notice during pick up or at least bring her back to ask any questions. But since said signs were not there during any time in her stay, ****** paid and left the establishment with a smile on her face and did not contact us afterwards. "I found 2 dog bites on her- 1 on her lip and the other one on her leg." Dogs that stay for boarding are never left unsupervised while around other dogs to prevent any biting or fights from happening.She was never taken outside along with any other dogs due to her condition since we wanted to take extra care of her. Snooky was a very submissive dog during her stay and did not play or fight with another dog through the 3 nights, making it impossible for another dog to have bitten her. We have never had any dog attack another one throughout our years of service and ******'s was no different. The bites allegedly spotted only by the owner must have been self-inflicted. (We only accept to board friendly / non- aggressive dogs) "I took her to my vet and she said the dog had Horners Syndrome. Since Fido had her there, they were the only ones who could have given it... by choking her on a leash/ collar." The dog was never choked on a leash at any time during the stay, by protocol they are taken outside where they roam in the backyard for a while. During the day they are in their rooms, unleashed and without their collar. The only time she was put on a leash was to give her a bath and the grooming table. Which is set at a level where the dogs can stand and sit without being choked. As an establishment, we are often, understandably the first thought that some people and vets have when they notice something wrong with their dogs. It's very easy for them to create a false correlation. As a small business we expect to be contacted by both the vet or the owner from any concerns of this type. This syndrome in particular can be caused by many different things, including the dog's pre-existing condition, stress, and other traumas or tumors. We discourage such claims with a lack of evidence from all reasonable customers. "The vet did a full work up on her and it cost over $800! Then when I complained on the internet they lied about everything! I don't want anyone else putting their babies on this awful place and I WANT THEM TO PAY FOR THE VET" We are extremely proud of our practices and keep many loyal customers and earn new ones on the daily basis, constantly improving our services, which can be further validated by many of our customers that bring their dogs to The Fido Spa and have an excellent experience, as can be described in many of our reviews for both boarding and grooming. We did not lie at any point in responding to the online review placed by ***** ******, quite the contrary we explained the same facts written down in this response, which makes the review fraudulent defamation. We are not responsidble for the charges she is demanding due to the lack of communication, evidence, and calls from the vet or bank/ vet receipt. Consumer Response /* (3000, 9, 2023/01/17) */ Please check reviews from people who BOARDED their dogs. They did not groom her, did not cut her nails and did not even offer me a contract. They LIED on everything! Business Response /* (4000, 11, 2023/01/24) */ As stated in the first response, as long as the customer asks for a copy of their contract we easily can give them one. Until this day, ****** has ironically not asked us for a copy of her contract. We'll attach it to this response regardless. As for the lying, vet visit/ She has still failed to provide any single piece of evidence. In our case we can prove all our statements with facts and solid proof. The text message sent and response (with dates and times of response proving how late of a reply she gave us through text) We also have cameras that are evidence of the dog being groomed and getting her nails trimmed. Which she claimed is a service we did not provide when in reality, that's what we do as a pet salon and we gave her the bath without charge. We also fully encourage you to look through our reviews, since we currently have an almost 5 star rating and make customers happy on the daily. Consumer Response /* (4200, 14, 2023/01/26) */ I sent response as soon as I could! They are terrible people and are NOT rated well on people who boarded their furbabies. And why do I need to ask for the contract? There were so many people there and it was crowded... I hope people DO NOT board dogs there-these people are dangerous!!

*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. ↩