Grooming Room & Pet Suites

ANY groomer would shave a Maltese that came in very matted & was dropped off by your husband who said "clip her down pretty short". You were happy with your previous grooms because YOU are the one who dropped off & described how you wanted your dog to look & your dog wasn't matted the two previous times. We can't clip through mats, a #4 blade was used in your pet & one of the longest "clipper blades" there is to use on the body area. Hand scissoring is what you requested previously, but NOT what your husband said when dropping off & we can only go by what we are instructed to do at each visit because owners constantly change their minds about how they want their pets to look according o condition (matting) & the current season & climate. It's unfortunate that you were very satisfied with your prior grooming experiences, but due to miscommunication very upset with us. Hair grows back, but you need to explain to your husband how to relay your wishes correctly or perhaps be sure to be the one to always drop off your dog. This will happen again no matter where you go, given the same circumstances. I am however, very sorry you are upset. Weekly at home brushing would have prevented the mattted coat that required the clipping instead of hand scissoring. Again......we are very sorry you were unhappy.

First let me say that I am VERY SORRY that you & your pet had a negative experience. There are a few things I felt I must address though. Was your pet here for grooming or boarding? If it was boarding, did you want your dog socializing in the optional group playtime? If so, pets run & play, roll around and sometimes can catch another dogs toenail & get scratched by them. Also, dogs are animals & sometimes play rough and it occasionally can result in a scratch or teeth marks from this. If we see a dog playing rough, we always remove them from the group play and it is ALWAYS SUPERVISED. Many of our clients come here because their dogs can run & play with other friendly dogs. Regarding the "large cut", I don't understand why it would not have been brought to our attention immediately after your FIRST VISIT. Why would you attribute a cut or scratch being just because it was your dogs first visit as you stated? If this was the result of a grooming session, yes accidents can happen & dogs can wiggle when cutting sensitive areas resulting in a knick or small cut~ NEVER LARGE. If we are aware that this has happened, we always treat the area & bring it to the owners attention & send home an antibiotic ointment with you to prevent infection. We would never want unnecessary pain & trips to the vet for your pet due to a small wound not being treated properly from onset, this is why I DO NOT think anyone was aware of this. If you did experience anything during your first grooming or boarding session, why was it not addressed upon arrival for your second? We have a second groomer that sometimes works alone & I check her dogs out for her if they are late pick-ups, but she always brings to my attention before leaving anything a owner needs to be told or shown regarding, bumps, lumps, ear infections, moles and and clipper or scissor mishaps. An informed owner is a happy owner regardless of the circumstances, we would never hide anything we had knowledge of. I don't understand how you would use the term "neglect" or feel that way. If you thought your animal was "neglected" the first time, would you really have brought it back a second time? I have looked through the last few months of grooming & boarding contracts and can not even find a dog that fits your above statement. I am wondering if YOU truly exist & not a rival business? All review sites you find on the web only allow ONE review per household/computer. The idea that all the reviews from the past years were written by family & friends can easily be disgaurded if you actually read the reviews from REAL CLIENTS on all the various sites. After 22 years, I know you can not make everyone happy, but I think we do a pretty good job at it. The personal one one one care & outside playtime that we give FREE OF CHARGE with our regular boarding rate can not in any way be called neglect. You are welcome to stop by any afternoon & see how happy the pets that are staying here & playing together outside really are! If you are a real customer, I would really like to talk to you about the past circumstances & have an opportunity to address them. We rely on customer feedback both positive & negative to provide good customer service. If you contact me & I find you in our data base, I would be happy to refund your grooming or boarding fees or provide free services after I review the records of your visit with us. Please give us the opportunity to provide good customer & pet service. What you have written your review above can in no way be attributed to "neglect", but maybe a result of a possible accident that we simply did not see & for that I am again very sorry.