I made an appointment for my dog for grooming. They told me none off the people that have groomed her previously are working there anymore. I explained I wanted the most experienced person to take care of her, she has been hurt be a previous groomer. They set it up with the grooming manager. While I was talking to them I heard a dog yelping several times but didn.t think anything of it at the time. Later, when I went back to complain about my dog's injury and told him of the yelping I heard when I was setting up the appointment, the store manger stated that happens all the time. I have been using the grooming dept. for about 2 years and except for the cut was a little short or she still looked and smelled dirty after her grooming I never complained. The girl that took her in looked her over then proceeded to try and up sale me with a different kind of shampoo. I said no. About 20 minutes later the manager called me stated she would be working on Mitzi and again try to up sell me. again I said no, I told them I could bring her shampoo in that I had purchased at their store she said that was not allowed (I was able to do this before). Four hours later she was done. When I picked Mitzi up there was no one working in the dept. except for guy that carried her to me. I carried her out. I went next door to visit my daughter I put Mitzi down to walk we noticed she was limping. My daughter said maybe they clipped her toe nails too short. I chalked it up to that. I had errands to do so I just carried her everywhere with me. We got home several hours later I noticed sje was limping very badly. I called the groomer told them she was limpimg and asked if anything had happened during the groom. They said no the manager had done the grooming but wasn't there right now, and if it persisted bring her back in and they would have the Banfield Vet look at her. I bought her in 2 hours later she seemed to be getting worse. I told the grooming manager she jumped down my throat "We didn't do anything wrong she was fine when they had her and she wasn't the one grooming her anyway" she said she would talk with the store manger. First she spoke with him out in the parking lot and he came in looked at Mitzi said he would have Banfield check her out I explained I could go to my vet it would probably be cheaper. he explained Petsmart would be responsible for the bill and he gave his signature as authorization. While I was waiting for the vet the store manager went into speak with the grooming manager. I could hear her shouting obscenities and looking in my direction. She denied even grooming Mitzi. While I was waiting I start feeling Mitzi's paw I had looked all over the bottom of her paw, nothing. Then I felt a big red inflamed bump on the top of her paw (it turned out to be a cyst0. I later found out it can happen genetically or through an extreme injury. They had used a razor on her paw to cut the hair. They never use scissors always a razor for everything. I called the manager back out and explained there is no way they would have missed this big bump during washing her or especially during shaving the hair down on her paw. They are very careful with checking dogs in, that there is nothing wrong that they could be responsible for. Mitzi wasn't limping when she went in. The manager asked didn't I notice when they walked her out to me? I said they carried her out to me. he said they never do that for this such reason. He went back and spoke with the guy who check her out. He said, she had been sleeping and he didn't want to disturb her and with the other grooming going on he didn't want her to get dirty again walking through the hair on the floor. There was no grooming going on and the floor had just been swept completely when I was there. The vet said she had a cyst and an infection she geve me medicine to give to Mitzi for the next two weeks she asked if I wanted a Rx for her constant itching I said no, that I thought Petmart would only pay for current paw problem she said it's ok they have signed and agreed to pay for this visit I said ok and got the medicine. I must have asked the vet 2-3 times if Petsmart was going to be responsible for this bill, each time the vet said yes. Later I received a call from the Vet stating I owed $150 for the visit. I said Petsmart promised to pay for it.
They are denying their at fault. We went back and forth I explained I never signed anything saying I was responsible. I went in to talk to the store manager and I explained I am sure there are people out there that would take advantage and knowing that their dog was hurt try and blame it on the groomer, but I was not one of those people. I told him they have safe guards in place when they check the dog in they examined her thoroughly, while washing her or shaving the fur there is no way they would have missed that big cyst on her paw. They know they are at fault they just don't want to step up and take responsibility for it. She had to have made an awful yelp when it happened. and they tried to cover it up and make me responsible for it. That is what makes me the maddest, first they injure my dog and then they try and blame me for it. I should have asked for my grooming fee back, but I didn't. When I asked to get the regional manager, the store manager called and said they were willing to split the bill with me and give me their discount so I would only owe $50. I told them no. I have not heard from Petsmart or Banfield since then. Hopefully it has been taken care of.
I would warn anyone that wants to take their dog to Petsmart in Ventura not to do it if you love your dog. Petsmart grooming has a big turn over when it comes to their employees.They have had at least 3-4 managers and I don't recognize any of the groomers there are different faces every few months. That's got to say something about the work place. I wish I will never take her back to the groomers at Petsmart now she is afraid to go to any groomer I have to try and do it myself. I had gone to Petsmart almost monthly for the past 2 years now I won't even go in there to buy a dog bone.