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  • This is my fourth month to take my little Maltese/poodle here at Twin Tails for grooming. When I went to pick him up today I asked to speak to the groomer to find out how my little guy did. However he was unavailable. When I got my boy home I saw a large sore on his throat that was blood red and he kept rubbing his face on his blankets. I took him right back to Twin Tails to find out what happened. A female groomer said it looked like razor burn. A male groomer said it looked like a hot spot. No apology. No offer for a vet visit. No acceptance of responsibility. He did not have this cut prior to grooming nor was he rubbing his face on his blankets. I am very disappointed that he was injured, that no one would mention his injury to me when I picked him up and that they were unconcerned he was injured. UPDATE APRIL 6, 2018 Today I received a very nice phone call from Robert Matson, owner of Twin Tails/Cageless Grooming. Mr. Matson was very apologetic for my dog being injured and for how the entire incident was handled by his staff. He said he had already spoken with the employees that were present on Friday and was having an in person meeting with them to discuss policies. He told me policy was NOT followed in my case. Mr. Matson and I agreed: 1. the owner should be contacted if their dog is injured in any way during the grooming. 2. If the injury is such that follow up is called for, a vet visit will be offered to the customer to ensure the dogs well being. 3. The person who performed the grooming will always walk the dog out to the owner to discuss how the dog did during the grooming. Mr. Matson offered me a refund but I told him that was not necessary nor the issue. He insisted on a refund, but he understood the money was not my priority but my dog certainly is. All in all I believe Mr Matson was very apologetic, sincere and that positive changes will be made to the benefit of his customers.
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