ComplaintsforDanny’s Grooming

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found Dannys grooming online and connected with Daniela F************* to discuss cutting my 3 year old poodles hair. We agreed to a day time and cut. She texted me during the service to tell me our pup was doing great. We picked up our dog at the requested time and he was shaved, which is not what we agreed upon but besides the bad hair cut, he was hurt. The dog is shaved so aggressively and unevenly that he can't comfortably sit down. He has random bald spots behind his ears, in his back legs and under his torso. To help paint the picture he is cut so short his collar doesn't even fit around his neck any longer. We asked for a refund and the groomer offered free grooming instead which she should never be allowed to do again to any dog. This person doesn't know how to groom, this isn't about a bad haircut at this point its about her being a danger to others pets in the future. We have had to buy lotions and sprays to ease the pain for the dog. I want to protect future pet lovers.

  Business response

  02/14/2022

  Dear BBB Representative: 
  Thank you for the opportunity of allowing me to respond to this claim. 
  The customer’s dog was not hurt in any way or pain inflicted of any kind. 
  This is the real story: 
  This customer contacted me as a new customer looking for a new groomer, as she mentioned, was not  satisfied with any of the previous groomers, and that the dog was not super friendly. 
  When the dog showed up, he was way overdue, very hairy and matted. I discussed with the customer  about it, and she was told that this time he needed to get a short cut and that he will not have a fancy  cut as she would like as per some pictures sent by text days before. She told me to do what needs to be  done! 
  As I started grooming the dog, I noticed several areas that were severely matted up to the skin, as it was  the case behind ears, on the back of the legs, the belly, the armpits, and the sanitary areas. 
  For that reason, the overall haircut was performed using a #7 Blade (leaving a short cut), but for those matted areas a #10 Blade had to be used instead, leaving a 1.5mm hair. 
  When she came to pick up the dog, the dog was happy, and I explained to the customer about the grooming, and what had to be done. She was ok with my explanation and the cut. And I told her I will  send a schedule for the next appointment. 
  A few hours later, I received a text message from the customer saying that she was not satisfied with the  haircut on her dog, therefore, she does not want to come back. Which I returned her text explaining  again about how the dog was found and what it had to be done in such situation, and that to make her  happy, I did even offer her a free next grooming. Knowing that, if the dog is being properly care this  time, meaning, having periodical brushings to avoid get matted this bad again, it will of course, have a  totally difference outcome. 
  But then she replied, stating she wanted a refund, along with sending some pictures showing the areas  where her dog was trimmed closed to the skin as I mentioned earlier, and at this time I asked her if I can  call to discuss to better understand each other. To which she declined, and soon after started texting me  back with threats about that If I do not refund her, she will start posting bad reviews about me, and that  I was given 15 minutes to do so. 
  I then decided to call her anyways, but I was greeted by a man, who was rude and said that she was not  available to talk and that the dog was in pain. Which of course, that was made up, and it was not true. 
  A few minutes later I noticed she have just placed a bad review about the haircut on ****** Reviews on  my business profile.  
  Later, very late in the night, she continued with sending harassment threats, and pictures of her dog’s  shaved areas, and at this time, she added that her dog was in pain and that I hurt him. But there are  none such injures, irritation or redness areas showing on those close-up pictures.
  I need to state that the dog was received hairy, and severely matted on some areas, and that he left the facility, dematted, bathed, blown dry, and groomed. There is no reason for me to comply with the  customer’s request for a refund. 
  Finally, I want to mention that the customer did not state anything about her dog being hurt by me on  that earlier Google Review but complained about the bad haircut. However, on this later BBB complain  she states that I hurt her dog, and that she is doing all of it, just to prevent other people from it. 
  I have been a dog groomer for the past 17 years, and I have never faced something like this before. Most of my clients bring their dogs for their lifetime and I am proud of it. 
  Sincerely, 
  Daniela F****** 
  Dany’s Grooming Pet Stylist
  
  

  Customer response

  02/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The business has not validated the truth as to what happened to my dog, ****. He was indeed hurt, to the point that vet advised I buy an antimicrobial to avoid infection. The point of what actually happened is lost on this so called business. Yes, I was upset and did not want to speak on the phone or argue with her in her driveway. Yes I posted about the experience to save anyone from a similar experience. Yes I asked for a refund, to which she offered additional free grooming, again not validating and completely missing the point. This person should not be allowed to call her self a groomer. 
  
  Regards,
  
  ***************************
  

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