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Compassionate Groom and Spa complaints

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3300 Hartzdale Drive, #106
Camp Hill, PA 17011 | Get Directions

(717) 745-5774

http://www.compassionategrooma...

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Total Amount in Dispute:
$200.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Compassionate Groom and Spa closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Compassionate Groom and Spa

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7/8/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

6/25/2024

I took my doodle to a new groomer. First time I've been here. Her cut was horrible, did not do half of the service I paid for. I have photos of my dog with dirty ears, sharp, nails, choppy hair cut with multiple random strands. I posted a Facebook review and the owner of the business is arguing with me back and forth. Not the groomer I had. I have screenshots of the review since she blocked me from the page. I have photos of my dog. She told me she had video footage of my dog, did not let me see it. All I wanted was a refund. There is nothing on website or forms I consented to about a non refund. The groomer Liz said my dog did great and the owner Michelle differed. I wasn't able to pick up my dog to see her. My husband picked her up and paid the bill. If it was me I would have not paid her. I left a professional review and she had an excuse for everything I said. I'm so upset and cried over my dog. Resolution Sought I just want 200.00 back that we paid. She has horrible customer service and not professional with customers and who knows how they treat dogs if they won't let me see the footage that they claimed they have.

Company Response

6/26/2024

The client signed a waiver understanding there are additional fees for matting and any additional services. The waiver also states the client agrees to the form and charges. The client paid in person and tipped the groomer. The dog was pelted and it would have been abuse to brush the dog out after the owner let it get as bad as it is. The groomer did what was best for the dog and explained to the owner that the dog would be shaved short at check in. We offered to clean the ears that were missed ($10 value), and trim the hair on the mouth (10$ value). The nails were clipped but not buffed. Buffering is complimentary and we do not do this if the dogs panic. The client didn’t pay for buffing. Needing $20 of corrections does not warrant refunding the entire bill, which the clients husband was broken down in detail, AND he tipped. Video footage of the dog panicking during the nail trim is available for the client in court.

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