Pet House & Spa

We took our dog here to be groomed in April. When we dropped her off we were told she should be done in about 1 hour and 45 minutes. 2 and 1/2 hours passed so we called. My wife was told that our dog was nipped with the shears so it was taken longer than expected. My wife ask if our dog was alright. They told her that she could come down to take a look. When she arrived she saw that our dog was cut where the back leg meets the body. It was a sizable cut and extremely deep. She immediately took the dog to the Natick animal hospital where they had to stitch the wound both inside and out for it was deep. We contacted the owner (Rick Bernard) and he apologized and told us to bring him the bill and he would take care of everything. We dropped off the bill and the manager apologized again gave my wife Mr. Bernard's number and told her he would be in touch . That was two months ago and we haven't herd from him since. He won't return our phone calls and is no where to be found. We our now having to go threw the legal process to get our money. I understand accidents happen and they did not purposely hurt our dog. What I don't understand is not living up to their responsibility and making it right.

I have gone here a couple times for convenience and each time was a different problem. First and foremost, they are extremely popular, it would seem, since they are always so busy as to be totally overwhelmed and incapable of giving decent service.

In the past I have always had good customer service, but today was clearly not one of those days.