MAKING AN APPOINTMENT
We are not able to answer the phone most of the time, as crazy as that sounds, we simply don't have time, we are tending to the pups in our care and helping customers in the lobby constantly, having a receptionist is not an option for us as we have a complex schedule.
The way to make an appointment with us is by calling and leaving a voicemail and we will call you back (we promise!) at the end of the day or the next business day, we would not be fully booked if we didn't return voicemails, keep in mind we rarely have same week appointments available, "today or tomorrow" is out of the question, if you need something immediately, we will not be able to accommodate you. Leave us a voicemail for a future appointment and we WILL call you back as soon as we possibly can! If you do not leave a voice mail, we have no way of contacting you, if you say in your voicemail to call you only if we have something today or tomorrow, we will not call you back as we don't have that availability.
We understand this can be frustrating when you need an answer immediately which is why we have added a convenient texting service for EXISTING CUSTOMERS only or those who have an appointment already and they need to make changes or if your pup is at the salon and you need to tell us something, text us and we will call or text you back promptly, you can request an appointment by text and we will call you back in the order the voicemails were received, there is not an exact number for the texting service, you can simply reply to the confirmation/reminder text you will receive.
We can only take new customers if you have a flexible schedule since we do not.
DISOCUNTS
We do not have any discounts available at the moment, we do not offer multiple pet discounts either, the available grooming appointments will get filled up quick so we can not afford to offer discounts at this time.
AGGRESIVE PETS
As we mentioned before we do try to work on difficult pets as long as we have all the information up front, if you lie about your pets aggression and a groomer gets seriously hurt, please be aware that depending on the case, our groomers can sue for damages if they choose to, a small bite, scratch and minor injuries are expected working in this field however worst cases or being attacked is NOT part of the job, it is best to be upfront about any issues, we have no problem with aggressive pets, we groom them often, we can protect ourselves and the pups better by knowing up front.
LATE DROP OFF/PICK UP
We can wait 10 minutes after an appointments scheduled time, any longer than that you will have to contact us and reschedule or make arrangements with your groomer. Same if you need to drop off earlier than your appointment time, let us know before hand. We don't have set hours, your groomer will let you know what time to be back for pick up or they will text you when your pup is ready and a time to pick up by, pups are expected to be picked up within an hour of being contacted unless other arrangements have been made.
Failing to pick up after repeated attempts to reach you, we will have no choice but to leave your pup alone until the next morning and you will incur a late pick up fee, if the groomer leaves and has to come back later that day to check out your pup there will be an after hours pick up fee based on time it took the groomer to drive back and forth, if it's a Saturday or Holidays and someone has to come back to check on your pet, we have a $100 emergency boarding fee per day that we are closed and we have to come in.
NO SHOWS AND NO SHOW FEE
We have a $25-$50 no show fee that we strictly enforce, fee is based on breed size as some breeds require blocking two slots.
We understand things happen and try to be as flexible as we can, we have limited availability which means we can not afford to have no shows. No shows and late cancelations can contribute to a longer wait time for scheduling appointments not to mention loss of income for our groomers, we honor appointments and do not overbook ourselves to be able to provide quality service, please be sure to give us notice of at least a day if you wont be able to make it so that we can offer your appointment time to another client, very easy to do via text, NO SHOWS are NO FUN!
CHARGEBACKS
We prosecute chargebacks as theft of services, the police department is not fond of chargebacks, as long as we file the report against the person, they will follow thru to the end.
If there is ever any problem with anything, please let us know, we will work hard to resolve it, however if you choose to take from our business, we will prosecute.
MATTED PETS
If your pet is severely matted, we will shave the coat off, we do not offer de-matting services once a coat has become impacted.
Also be aware that we are not responsible for any minor scratches or nicks that may happen during the shaving of an impacted coat, those are all the result of neglect of care by allowing the coat to get in that condition. There is simply no telling what will be under all those matts and knots.
ACCIDENTS OR INJURIES, SAFETY AND HEALTH CONCERNS
As careful as we are, accidents do happen sometimes, but rest assured we take responsibility and will do what we need to to care for your baby, in the event something were to happen and your pup needs immediate vet care, we will take them to the veterinary office next door and contact you immediately, the most common vet visits are minor scratches or nicks, and not dangerous, by leaving your pet with us you agree and consent to them being treated by Valley View Pet Health Center next door. These are minor and very rare occurrences and we will never, ever, ever hide anything from you in order to not upset you, we will never risk an injury getting infected by trying to hide it, ever, if you happen to find something at home that we did not notify you of, you can be sure we did not know about it either, either we didn't realize we did it because there was no indication, they acted normal, it didn't bleed while in our care or everything looked fine before they went home, a lot of times once pets are home and there was a minor scratch or irritation, it can be made worse by excessive licking or scratching, You can contact us and we would be more than happy to take a look or send them to the vet next door to get checked.
The more dangerous problems are health issues and anxious dogs, If your pup has seizures or any medical condition that we should be aware of, drop off is the time to inform us of anything we need to know, we are not responsible if your pup has a medical emergency or reaction to something you did not warn us about, if your dog caused the injury to themselves by either constantly trying to escape the kennel, constantly jumping off the table, or jerking suddenly, all these thins happen with us standing right there and there is absolutely nothing we could have done to prevent this, these are all reactions of very, very nervous pets and these are the types of situations that we will either have to decline or make other arrangement for a future appointment such as an express service or mild sedation. We do have cameras in every room in the whole building, sadly we did this for our own protection more than the pets protection and for full transparency. These are not webcams you can view while your dog is getting groomed, they are security cameras for our protection. We do not allow customers to "stay and watch" as we groom your dog, under any circumstance, if you are this uncomfortable leaving your pup with us, we suggest mobile grooming at your door.
GROOMING SATISFACTION
We will go over detailed instructions at check in, if something doesn't look right after you pick up, please let us know! You won't hurt our feelings, we want you to be 100% happy! We offer a full redo if you contact us within a week of your appointment (Jossi Lu customers only) after that we will try to do our best to fix the haircut. A full redo is redoing the exact same haircut you chose the first time, if you want anything different than what you chose, we will be happy to adjust instructions at the next appointment. We are not able to offer full redos after a week has passed and we are not able to offer redos more than once.
PERSONAL INFORMATION
We require all your contact information to be on file such as current address, phone number where you can be reached immediately, email, an emergency contact and vet info, as long as we have your pet in our care, this is for liability and safety ONLY, we do not sell or share information, we don't advertise ever, keeping your pet for a few hours and being responsible for them, we need to have all this info on file.
Thank you for taking the time to read thru our policies and procedures, we are always updating and adjusting to better serve you!
