I was really a fan of this place....my shitzu-poodle mix Kola was grommed there 2x and Sherry did an awesome job. However, I was scheduled for her 3rd grooming appt but received a phone call from Sherry about a week prior to her appt to reschedule because she stated they were going to be really busy that day and she wanted to spend more time with Kola. Ok, no problem. Now with each of Kola's previous appts, I received a reminder call the day before. I never received a reminder call for the appt that they rescheduled and I had clearly forgotten. I got a call from someone approx 20mins after Kola's scheduled time and the young lady asked if I knew Kola had an appt that day. I told her that I had received a call to reschedule her previous appt but had forgotten and didn't receive a reminder call. She apologized and then i asked could I still bring her in. She told me that they were too busy to take her and that if I wanted to make her another appt I'd have to be charged a $10 rescheduling fee. I expressed my issue with being charged the fee and she told me i'd have to talk to the Sherry. I told her to please have her call me so that we could resolve the issue. I spoke with Sherry once but she told me that I needed to talk to the manager, I asked her to please have them call me, but I never received a call. I contacted the store 3 more times and stll no call back from the manager. I then decided to visit the store personally. The owner was sitting at the counter and I proceeded to explain to him what i was there for. With a puzzled look on his face he said, \"so what do you want me to do. i mean, the groomers work here but they are their own business. they have their own rules\". I explained to him that I was told by the groomer to talk to the manager. I asked, \"are you the manager?\".....his reply, \"no, im the owner\". So at that point i was confused as hell.....LOL. Well damn, who do i need to talk to. I told him how much i liked the job Sherry did and that I didn't want to have to get Kola used to another groomer, she's an 8 month old puppy. I told him that I just wanted to have the rescheduling fee waived. He told me the reminder calls were only a courtesy and that he doesn't know why i didn't get a call the day before for the appt that THEY CALLED AND RESCHEDULED ANYWAY. Hell, I couldn't take $10 off my bill because they made the initial change could I? Nonetheless, he told me that he would have to talk to the groomer to see what they could do and that he would call me back. He then went on to express how great the new system to remind customers of their appts was gonna be....how it could text or email you. Okaaaaaaay.....you're telling me this now for what? SMH. I waited 3 days and still no call. I called them and was told by \"the owner\" that he talked to \"corporate\" and that they said I have to be charged the fee if I want to bring Kola back to be groomed. I asked for corporate's number and he said he didn't have it. He also claimed he didn't have my number to call me to tell me what \"corporate\" said. I decided to take my precious baby elsewhere. If $10 could not be waived for what would have been a long-time, faithful client, then I'll be damned if I spend one penny with you.
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