I was very surprised and disappointed to be charged an additional $15 for dematting. Our dog was in the same condition she
has always been in and we have never been charged extra. She only weighs 12 pounds and the mats were very small. When I
questioned this the groomer contacted the main office. She "informed" me that this matter has been discussed with me prior to
this appointment on our other dogs. AMAZING! This is the only dog that you have groomed. She mentioned Simon. He was a
cat that was shaved. Entirely different than our little dog. I was also informed that our little dog was hard on the groomers equipment
and was hurting it. Also, that we were making her late for her next appointment. WOW! Not exactly the customer service we have
been accustomed to.
The next day: I received a phone call from the owner, Kay. I went over how everything took place. She agreed that this should not have happened this way. I should have been notified prior to any work being done and she could see where this charge has never been added in the past. I was given a credit and will continue to use their services but not with that groomer who is no longer with them. This was handled in a very professional manner. The grooming was good but the treatment was not.