I first want to convey my deepest and sincerest condolences on your recent loss. You have been a loyal and appreciated customer of Pet Spa and there are not enough words or actions to express my sympathy concerning Shaggy's passing.
As a business owner and dog lover, my first priority is the safety of my customers' dogs. With this being said I must publicly provide a few extra details to ensure the honesty and accuracy of your review.
On April 8th, a tragic accident occurred under my care. I have been in the dog groomer business for 20 years and this was the most devastating thing that I could ever have imagined and beyond my worst nightmares. One of my long time and highly reliable groomers removed her attention from Shaggy for approximately 5-7 seconds (as shown in the video) to grab her personal dog grooming tools to attend to Shaggy. It was during this time that Shaggy fell from the grooming table.
Our groomer, called me immediately and was obviously upset and distressed. When I received this phone call, I called you immediately and raced back to Pet Spa as fast as I could. We got there at the same time and I grabbed Shaggy and decided that we needed to go to the veterinarian immediately. I stayed with you at the veterinarian the entire day and was deeply saddened by this unfortunate incident. My concern was not my business, my concern was the condition of Shaggy, and you as human being.
I reported the incident to my insurance company who made an investigation and determined it was an accident which covered the veterinarian bills of approximately $30,000. I also offered my personal help with anything that you needed, and in fact you did need me on April 23 for two or 3 hours, so I went to your house to babysit Shaggy in the day and I told you to feel free if you needed me more.
The day Shaggy got hurt, you mentioned that Shaggy could have had a stroke because of her age (16 y ). You also could not believe that she tried to jump because she waits about ten minutes for you to take her off the bed. When the accident happened you also defended the groomer at the time. None of these conversations makes what happened any better and none of these things matter to me, because at the end of the day I am so terribly sorry from the bottom of my heart that Shaggy was hurt.
You mention in your review, that I did not fire the groomer who was responsible. I did not let her go immediately because it was the first time that something like this happened in my place of business, and I was unsure of the proper procedure of letting someone who works for me for such a long time go. In addition, I had a personal relationship with her as she is a very close family friend and had a direct impact on helping me raise my children while I worked to build my business. She is also a single mother with no other source of income so I wanted to give her the chance to find another job before permanently being removed from Pet Spa. I am sorry I was not upfront with you about this and did not let you know that this was a very excruciating and difficult thing to do. My compassion as a human being delayed the ultimate result and I should have kept you informed of this. I would like to make note that after 17 years working with me, I made the hard decision and let her go, and she no longer works at Pet Spa.
Stacy, you and I have had a long and meaningful relationship. I have shared many great memories with you as a customer and felt very much connected to Shaggy. When Shaggy was hurt, I felt pain and devastation and thought of her well being every single minute of every day. I know this does not make the situation better for you, but I feel true sorrow for you and your loss. We have been in constant contact since April 8 with multiple text messages and phone calls. This has been an every day part of my life because I was concerned about you and your dog. The text message that you posted is my response taken out of context from other threatening messages you sent to me. As you know my English is not perfect so I don't always convey the message as a perfect interpretation. As I mentioned in my text, I have done and still do everything in my power to help you. I am 100% fully empathetic to you and your family for this terrible loss. If there was anything I could do to make time go back so I could be there for Shaggy on the day the accident occurred, I would do it. As a person, you have my heartfelt love and prayers going to you and your loss. As a professional, I am so very sorry and will continue to provide you with any and all support that I can. read more