Used to love coming here but unfortunately, we have to move on to a different groomer. Since when was there a behavior fee on my pup? He is the most behaved and has never acted out in the past. Also, we brushed the heck out of him before the bath but still got hit with the dematting fee. Clouds bath alone used to only cost us $60 just like any other places around the area. Suddenly his last bath was well over $120. Anyways, Thank you for all the good years with Mika and Cloud. The girls have always done a superb job with them and this was the only place Mika truly felt comfortable but we just cannot afford to bring them here anymore. However, this does take away from the fact that your groomers always have always brought our pups out looking perfect and happy. Thank you !
Thank you for your review and we appreciate all your compliments on our service. You seem very happy with the work we do and we are glad your pets feel so comfortable with us.
We do want to make you aware of a few things though :
You have paid for the behavior/handling fee on your last 4 visits, so we are not sure why you took issue this visit ? Cloud's behavior/handling fee is for the additional handling (work) required of us to wash and groom. Cloud comes to us in a very hairy, matted condition, and requires quite a bit of extra work to get the way you like. Additionally, we've always needed additional staff to help keep Cloud upright during the wash / groom process. Not a bad dog, Cloud just requires quite a bit more work. Mika on the other hand is very snippy & difficult to work with. Not necessarily a bad dog, but does require additional handling because of behavior. Both are outside the norm of what's usually required for a wash & groom, and why there is the additional $5 behavior/handling fee.
When a pet is difficult or when we need an additional staff member to groom your pet safely - then yes, we do charge more ($5). We understand your pet is great at home, but that does not always mean they are easy for us to work with. It's not that you have a bad dog - but when it's a lot more work for us, it seems reasonable to charge for our additional labor. That's been our policy since we open our doors. Those fees are explained to our customers anytime we discuss price quotes, it's mentioned on our website, & is part of the release form you signed.
You mentioned that Clouds grooming went from $60 to $120, but that's not accurate. You were charged $95 (not $120) - which is the exact same price you've been charged on your last four visits. You've never been charged $120 for one dog. We aren't sure where you got that dollar amount from, but it's not fair to review us with that exaggerated price.
You've never been charged $60 either. Yes, you were once charged $65 - but that was 1 visit, and that's when you brought them in 2 weeks after a previous grooming and they were in much better condition. You have a hybrid breed of dog that is very difficult to groom and we believe our prices are, and have been, very fair.
We are very disappointed that for all the great experiences you've had with us in the past, you've never given us a single positive review. And when you do review us (negatively), your comments are either very misleading or completely untrue. We certainly feel bad when there is any negative review about us. We use this as an opportunity to see how we can improve our services. We just ask that the customer first give us a chance to make it right, and then if they are still unhappy, review us fairly.
We wish you best of luck finding another grooming facility that can do the work we've done, for what we consider a very fair price. And one that you and your pets will feel as welcome at, as they did with us.
The Paw Spa