Classy K-9 Clips

The services LS: 06-17-at 3:57p: Called owner to discuss what the issues wereI reviewed his charges and everything looked great, as far as charges went, but they weren'tAccording to Owner he Pre-Paid for a YEAR's worth of Grooms !!!!!!!!!!!!!! When I went back and calculated his grooms it would seem that [redacted] only accounted for petExplained to the Owner that 38+27= $(per month) x months = $ [redacted] quoted for the cost of ONLY pet; not If you look at the notes that were entered by [redacted] it totals $Owner paid $and say's the rest was for tips ( a whole per month for a tip for yearfor dogs) Explained we are not able to tip ourselves He proceeded to tell me that maybe [redacted] gave him 50% OFF because he was going to WAR (yelling at me of course)! I then explained [redacted] no longer works here because of her poor decision making and that she had no authority to do soHe then said that there was a written note from him in detailI told him I never saw such a note and there was no written signed agreementHe then said we have a verbal agreement and asked if I was going to uphold that verbal agreementI said NO !! He then proceeded to say he would be contacting some kind of officer from base, of course, and take legal actionI said as we are now going to get Legal about it there's not much more I can say He then asked for an E-mail from me of the notes on the client c [redacted] I had read to him that were entered in computer by ***I told him NO, that I would be talking to the Owner and Manager about this matter ...I also told him it was clear what happened, she calculated cost of pet, he had a credit on account of $so he was not in the RED, all was well at this pointHe said its a fluke that I'm back early what would've happened if I was not here! I told him we would've tried to contact him to put a credit on account or cease the Grooming till it was figured outHe said would you have charged my house keeperI told him we would have done what we needed, getting a # so we could call him etc We only charged for what was done no additional charges ,there is also a credit on his account that I did ask if he would like me to put that on his card or leave as a credit There is nothing Due on his account at this time and again I did explain that we would have called if any further charges were to be added as there would not have been enough funds In the end all services were completed and pre payment covered all cost Invoices available upon request We are not asking for anymore then what was provided .So you see our confusion for his need to get the Services we provided for FREE ???? We refunded the unused remaining balance of $to Mr***'s credit card Surfside Animal Hospital

THIS MESSAGE IS IN REGARD TO COMPLAINT
 ID [redacted])
 
The owner came in spoke with receptionist say's there was a singed letter from him which none of us saw...............
The owner left Instructions with his Nanny to bring dogs in EVERY  OTHER MONTH ......
Both dogs were here IN January/February/April/May/June..........
The pre-payment of $ 400.00 was to cover Grooms and Bath's
clearly at this rate of bringing them in as frequently as the Nanny was the money was not going to last. If we had these specific instructions we could have helped direct the Nanny as when we were going to be doing the Groom's/Bath's...... We just did what  was requested by the Nanny as she was in charge while the Owner's were away.
In all the time that has passed we never heard anything about a nick on the ear and that she was a show dog and that she would be disqualified from further events ,I would think that that would have been something major you would have complained about first and it wasn't ,it was an add on after the fact, and that the pets were missed treated ....That never happened or we would have discussed that at pick up from the  Nanny which never happened ....We have Security Cameras thru out the facility NEVER  have we seen an animal mistreated nor would we tolerate it !
To be expecting money back for services that were obtained is ludicrous....We performed a service upon your request or the request of The Nanny and now you feel that you shouldn't have to pay a penny I'm not quit understanding that concept. All services were completed per nanny's request..
As far as being payed for a full year which we were not we would have called or tried to get a hold of Owner before doing any further Groom's / Bath's so he would be informed of where we stand .
 
 
                              Surfside Animal Hospital

The services LS: 06-17-14 at 3:57p: Called owner to discuss what the issues were. I reviewed his charges and everything looked great, as far as charges went, but they weren't. According to Owner he Pre-Paid for a YEAR's worth of...

Grooms !!!!!!!!!!!!!!
When I went back and calculated his grooms it would seem that [redacted] only accounted for 1 pet. Explained to the Owner that 38+27= $65.00 (per month) x 12 months = $780. [redacted] quoted for the cost of ONLY 1 pet; not 2.  If you look at the notes that were entered by [redacted] it totals $383. Owner paid $400 and say's the rest was for tips ( a whole 1.41 per month for a tip for 1 year... for 2 dogs).
Explained we are not able to tip ourselves.
He proceeded to tell me that maybe [redacted] gave him 50% OFF because he was going to WAR  (yelling at me of course)! I then explained [redacted] no longer works here because of her poor decision making and that she had no authority to do so. He then said that there was a written note from him in detail. I told him I never saw such a note and there was no written signed agreement. He then said we have a verbal agreement and asked if I was going to uphold that verbal agreement... I said NO !!
He then proceeded to say he would be contacting some kind of officer from base, of course, and take legal action. I said as we are now going to get Legal about it there's not much more I can say.
He then asked for an E-mail from me of the notes on the client c[redacted] I had read to him that were entered in computer by [redacted]. I told him NO, that I would be talking to the Owner and Manager about this matter ...I also told him it was clear what happened, she calculated cost of 1 pet, he had a credit on account of $48 so he was not in the RED, all was well at this point. He said its a fluke that I'm back early what would've happened if I was not here! I told him we would've tried to contact him to put a credit on account or cease the Grooming till it was figured out. He said would you have charged my house keeper. I told him we would have done what we needed, getting a # so we could call him etc...
We only charged for what was done no additional charges ,there is also a credit on his account that I did ask if he would like me to put that on his card or leave as a credit.
There is nothing Due on his account at this time and again I did explain that we would have called if any further charges were to be added as there would not have been enough funds..
In the end all services were completed and pre payment covered all cost..
Invoices available upon request .
We are not asking for anymore then what was provided .So you see our confusion for
his need to get the Services we provided for FREE ???? 
We refunded the unused remaining balance of $48 to Mr. [redacted]'s credit card.
 
 
                     Surfside Animal Hospital

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When reading their response, It is easy to identify the
level of professionalism I was trying to deal with during my correspondence with
Surfside Animal Hospital. Their response does also make several of the same
points that I have discussed. 1) One of their employees (former or not) made a
mistake. 2) There are notes in the account indicating the transaction, to include
an additive amount just in case there were overages (not for tips as was stated
by the respondent. Also noted in the account) 3) The respondent was not cooperative;
Even to the level of not allowing me to see the notes in regards to the
account. 4) Professionalism; trying to demean my character throughout her response
to hinder my credibility.
Again, A Surfside Animal Hospital employee made an agreement
with me and my spouse before we left on deployment. There was both a written
agenda/schedule and all of the calculations. We pre-paid in full with overages,
for a year, so we didn’t have to worry about them while we were deployed. In
addition, to the written agenda, verbal agreement, there were detailed notes in
the account, which they are not providing for a reason.  
I do understand simple math. In the original calculations,
the dogs were not getting full services. Henry has a light coat and only needed
a quick clean up, whereas [redacted] needed more attention every other month. There
was not a standard 65$ charge because the services varied from month to month
for the year. If in fact they had been charging a flat rate for the six months
I was in deployed status, they again were not following the agreement we had originally
set up with my spouse and I before we left for Afghanistan.
Side note: The services, from the report of my nanny, were unsatisfactory.
She said both dogs would have to profusely urinate and then would drink over a
cup of water upon pick-up. Also, [redacted], who is full breed Yorkshire Terrier and
show quality, has a nick in her ear from one of the groomers. This does flaw
her and disqualify her from any further events upon my spouses return.
At this time, we are requesting full reimbursement for violation
of agreement, unprofessional customer care, defamation of character, and flawing
a pure breed Yorkshire Terrier (pictures of damaged ear upon request). 
Regards,
[redacted]

Review: Before my spouse and I both deployed in January 2014, we made an arrangement with Classy Clips to groom our two Yorkies once a month. We originally marked out the services we wanted and how often they needed to be done on a calendar, which the receptionist hung on to for their records. We then pre-paid for the service so we wouldn't have to deal with it while on deployment. I have recently returned to find out if we continue services with Classy Clips, they want to charge us for an additional six months. Notes on the account show we came to an agreement of 400$, which included the grooming and extra for tips. This amount was suppose to cover both pups through January 2015 (after we returned from deployment). After contacting the accounting office, the representative admitted the mistake, admitted the notes were on the account, and then decided to tell me how the employee who made this verbal contract didn't have the authority to do so and they are not going to acknowledged it. They refuse to come up with any type of solution other than.. sorry you can get a refund for the remaining 63$ on your account, but it isn't our problem that you don't have services, as agreed upon, for the following six months. The lady was extremely rude and didn't seem to understand anything I talked with her about. On a side note: my dog sitter reported the dogs would come home very thirsty and like they hadn't been let outside all day (possible neglect?)Desired Settlement: I believe the employee who made the deal with us before our deployment was acting on behalf of the organization. The organization should honor their commitment and support the people who are fighting for their freedoms. If they can't honor their commitment of a years services, for two dogs, once a month, as agreed upon; then they should reimburse our total payment of $400 for failure to complete verbal/ notated contract.

Business

Response:

The services LS: 06-17-14 at 3:57p: Called owner to discuss what the issues were. I reviewed his charges and everything looked great, as far as charges went, but they weren't. According to Owner he Pre-Paid for a YEAR's worth of Grooms !!!!!!!!!!!!!!

When I went back and calculated his grooms it would seem that [redacted] only accounted for 1 pet. Explained to the Owner that 38+27= $65.00 (per month) x 12 months = $780. [redacted] quoted for the cost of ONLY 1 pet; not 2. If you look at the notes that were entered by [redacted] it totals $383. Owner paid $400 and say's the rest was for tips ( a whole 1.41 per month for a tip for 1 year... for 2 dogs).

Explained we are not able to tip ourselves.

He proceeded to tell me that maybe [redacted] gave him 50% OFF because he was going to WAR (yelling at me of course)! I then explained [redacted] no longer works here because of her poor decision making and that she had no authority to do so. He then said that there was a written note from him in detail. I told him I never saw such a note and there was no written signed agreement. He then said we have a verbal agreement and asked if I was going to uphold that verbal agreement... I said NO !!

He then proceeded to say he would be contacting some kind of officer from base, of course, and take legal action. I said as we are now going to get Legal about it there's not much more I can say.

He then asked for an E-mail from me of the notes on the client c[redacted] I had read to him that were entered in computer by [redacted]. I told him NO, that I would be talking to the Owner and Manager about this matter ...I also told him it was clear what happened, she calculated cost of 1 pet, he had a credit on account of $48 so he was not in the RED, all was well at this point. He said its a fluke that I'm back early what would've happened if I was not here! I told him we would've tried to contact him to put a credit on account or cease the Grooming till it was figured out. He said would you have charged my house keeper. I told him we would have done what we needed, getting a # so we could call him etc...

We only charged for what was done no additional charges ,there is also a credit on his account that I did ask if he would like me to put that on his card or leave as a credit.

There is nothing Due on his account at this time and again I did explain that we would have called if any further charges were to be added as there would not have been enough funds..

In the end all services were completed and pre payment covered all cost..

Invoices available upon request .

We are not asking for anymore then what was provided .So you see our confusion for

his need to get the Services we provided for FREE ????

We refunded the unused remaining balance of $48 to Mr. [redacted]'s credit card.

Surfside Animal Hospital

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When reading their response, It is easy to identify the

level of professionalism I was trying to deal with during my correspondence with

Surfside Animal Hospital. Their response does also make several of the same

points that I have discussed. 1) One of their employees (former or not) made a

mistake. 2) There are notes in the account indicating the transaction, to include

an additive amount just in case there were overages (not for tips as was stated

by the respondent. Also noted in the account) 3) The respondent was not cooperative;

Even to the level of not allowing me to see the notes in regards to the

account. 4) Professionalism; trying to demean my character throughout her response

to hinder my credibility.

Again, A Surfside Animal Hospital employee made an agreement

with me and my spouse before we left on deployment. There was both a written

agenda/schedule and all of the calculations. We pre-paid in full with overages,

for a year, so we didn’t have to worry about them while we were deployed. In

addition, to the written agenda, verbal agreement, there were detailed notes in

the account, which they are not providing for a reason.

I do understand simple math. In the original calculations,

the dogs were not getting full services. Henry has a light coat and only needed

a quick clean up, whereas [redacted] needed more attention every other month. There

was not a standard 65$ charge because the services varied from month to month

for the year. If in fact they had been charging a flat rate for the six months

I was in deployed status, they again were not following the agreement we had originally

set up with my spouse and I before we left for Afghanistan.

Side note: The services, from the report of my nanny, were unsatisfactory.

She said both dogs would have to profusely urinate and then would drink over a

cup of water upon pick-up. Also, [redacted], who is full breed Yorkshire Terrier and

show quality, has a nick in her ear from one of the groomers. This does flaw

her and disqualify her from any further events upon my spouses return.

At this time, we are requesting full reimbursement for violation

of agreement, unprofessional customer care, defamation of character, and flawing

a pure breed Yorkshire Terrier (pictures of damaged ear upon request).

Regards,

Business

Response:

THIS MESSAGE IS IN REGARD TO COMPLAINT

ID [redacted])

The owner came in spoke with receptionist say's there was a singed letter from him which none of us saw...............

The owner left Instructions with his Nanny to bring dogs in EVERY OTHER MONTH ......

Both dogs were here IN January/February/April/May/June..........

The pre-payment of $ 400.00 was to cover Grooms and Bath's

clearly at this rate of bringing them in as frequently as the Nanny was the money was not going to last. If we had these specific instructions we could have helped direct the Nanny as when we were going to be doing the Groom's/Bath's...... We just did what was requested by the Nanny as she was in charge while the Owner's were away.

In all the time that has passed we never heard anything about a nick on the ear and that she was a show dog and that she would be disqualified from further events ,I would think that that would have been something major you would have complained about first and it wasn't ,it was an add on after the fact, and that the pets were missed treated ....That never happened or we would have discussed that at pick up from the Nanny which never happened ....We have Security Cameras thru out the facility NEVER have we seen an animal mistreated nor would we tolerate it !

To be expecting money back for services that were obtained is ludicrous....We performed a service upon your request or the request of The Nanny and now you feel that you shouldn't have to pay a penny I'm not quit understanding that concept. All services were completed per nanny's request..

As far as being payed for a full year which we were not we would have called or tried to get a hold of Owner before doing any further Groom's / Bath's so he would be informed of where we stand .

Surfside Animal Hospital

Review: Marcos, CA 92069, phone [redacted]. The dr. said that at the grooming the hair went to the dog ear casing irritation. The dog was sedated, the ears were cleaned and the dog stop shaking her hear and scratching the ears. It cost me $223.00. I presented the copy of the bill to the grooming facilities and requested compensation in services. The owner [redacted] did not respond to me for about three months. On 23 July 2012 I called to make an appointment for grooming and was told that they are not grooming my dog any more. The receptionist told me that the [redacted] will call me. On 24 July [redacted] call me and said that she will talk to the Dr. and call me back. She did not called and I calle again. The man from her office called me and offer refund of $37.00 that what I pay for the grooming. I said this on acceptable and sent [redacted] register letter with request to compensate me with the amount I pay. No response to this date. I was willing to resolve the matter in aimable way if she would offer me even three services, but she did not want to work with me. In this case I want the full amount I pay at the Veterynary Hospital for the carless handling the dog by not covering the ears during the bathing or grooming.Desired Settlement: I request the amount of $223.00 to cover my expensed caused by grooming negligence.

Business

Response:

23 August 2012