I've been bringing my pet here for awhile now and had always been satisfied with their service until this past Saturday. I brought my pet for regular grooming ( bath, shampoo, clip nails on her paws, trim hair around rectal area). The receptionist said they understood and I was told they're running about 4 hours that day. So I left my pet and expected to pick her up in 4 hours. However, they called in 3 hours and I was told my pet is ready for pick-up. So my kids and I went to p/u our little Zoey, paid & tipped 20%. When we got home my husband and I noticed they also cut her long beautiful tail which I did NOT request or mention to them! If I wanted it trimmed or cut I would've told them to! Now our pet's tail is short and ugly! I called today to speak w/the manager but I was told she will not be in until tomorrow. We are so DISAPPOINTED and now very hesitant to come back to Urban Mutt.