Fritzy's Pet Care Pros, Inc. complaints

We are never happy when we don't leave a customer happy with our services. Ms. Kent is correct that she scheduled a PuppyCut Spa Package for $110.29 for January 26th. Unfortunately, when our groomer arrived, the condition of her Malti-poo Coco was terrible; extensive matting throughout the coat over the entire body. Because the amount of time scheduled and the estimated charges assume a pet in average condition, the groomer immediately explained that if the customer wanted her to proceed that there would be extra charges and it was unlikely that it could be completed in one session. Per our policy, we apply Extra Effort charges when a pet is significantly more difficult than average. We are a service and must charge for our time. The extra time required may create a conflict with other appointments that cannot be cancelled or rescheduled causing the services to be performed over multiple appointments. In cases such as this, neither the pet nor the groomer can physically or emotionally withstand performing the full services in one session. As a result, the services must be broken up into multiple appointments. Our groomer advised Ms. Kent that their would be extra charges and it was unlikely that the services would be completed in one session. Ms. Kent instructed our groomer to proceed and “do what she can [today]”. Our groomer communicated the plan with management including pictures documenting the extreme condition of Coco. Management was able to give our groomer some extra time and the groomer proceeded with the grooming. After 3 hours, both the dog and the groomer could not continue. When our groomer returned Coco to Ms. Kent, Ms. Kent expressed concern that Coco was not completed and refused to pay the Extra Effort charges, giving our groomer the original amount of $110.29. Ms. Kent then called our office and complained. A plan was put in place to complete the grooming the next day. Unfortunately, our groomer was in an auto accident the next day. She was hit from behind on the freeway and her van was disabled. When we called to reschedule, it became clear that Ms. Kent believed the additional services would be performed free of charge. At that point the services were cancelled because Ms. Kent’s position was intractable. She was advised that we would complete the services, but only if paid. As a result, she threatened to file a complaint and has done so here. It's always difficult when a customer assumes that an infinite amount of work can be performed for a fixed price. If we did so, we clearly would go out of business. We are always upfront and honest in our transactions. We don’t take advantage of anyone under any circumstances. But, we cannot do work for free. And, in this case, we lost a significant of money. And, while we did not complete the groom, we did earn the fee that we received (and more). So, we will not be refunding Ms. Kent.

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