This is by far the worst grooming experience we have ever had. After many years of doing at home grooming we decided to give mobile grooming a try. When the appointment was made it was specified that our dog, Onyx, had some behavioral issues and that we would be available at any moment if need be to help Kelsey, our groomer, during the process to which she agreed. On the day of the appointment when she arrived, at 1:30, she was greeted and again given a briefing on his behavior. We again told her that if anything was needed we had no problem helping since he mainly trusts us, but we saw mobile grooming as an opportunity for us to be present if need be. Kelsey acknowledged what we said and proceeded with the grooming. At 2:27 we received a message stating that she was almost done because he was not allowing her to dry him and at 2:35 she knocked on the front door bringing Onyx back. I told her I would be more than happy to help to which she stated that it would be a liability issue to have me help in the van due to her insurance, which is completely understandable, but it should have been stated during the other times we stated that we would be willing to help and the why we felt we needed to be available if needed. If this had been stated we would have not had her come or proceed with the grooming.
In the one hour she had the dog she had already bathed, cut the fur on his body, and dried his body. Normally his grooming takes anywhere from 3-4 hours due to his size, he is a 95lb Giant Schnauzer. When she returned him to me she stated she was not able to do his paws, ears, or face. She said that due to him nipping at the air from the dryer that she could not finish drying him. His ears and paws were still soaked upon return. The area where he was dry, there was zero shine to his fur. I imagine this is because he was not given a proper bath since everything he already had done was done in just one hour. Usually his bath and drying alone take about 1.5hrs.
We understand that he is not the easiest dog to work with but it was communicated and our aid was offered both of which were acknowledged by Kelsey on more than one occasion. We understand insurance liability issues, but that is something that could have been communicated when the aid was offered as well.
When it came time for payment, Kelsey stated she would discount the price since she was not able to do the full grooming. The cost came out to $100 plus tax, $106 total, for a still dirty dog that I have to bathe again, actually dry, and do the grooming of his paws and face myself.
Upon inspection we found that during the groom she cut him below his right shoulder which is something that was never mentioned when she returned Onyx to us. read more