Capipets Grooming & Boarding

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I've just seen this review! This is the letter I sent responding to her complaint: March 12, 2008 Dear Mrs. H..., I am sorry you feel you paid too much for Lola’s haircut. As I explained to you every time you brought her since last year, Lola needs to be groomed every 4 to 6 weeks. Six weeks is the most you can wait between groomings to avoid any dematting fees. Lola had very bad mats behind her ears and underneath her arms yesterday. I understand that you brushed her and thought you took all the mats but she did have mats that were pulling her skin behind the ears and her armpits. That is painful for dogs. And that is why they are difficult and don’t let you do those areas. As I offered before I could show you how to comb her to maintain her coat mat free. You have brought Lola every three months instead of every six weeks. Every time except for one she had mats and that is why there have been dematting and handling charges. It is not overcharging, it is just charging for the extra time it takes to demat. My webpage states that Lola’s haircut (a long hair small dog) starts at $60. Yesterday I charged you the $60 plus 25 minutes of dematting and handling = $85 plus tax. I understand that Lola is your first maltese and that may be why you don’t have experience in maintaining her coat or dealing with professional grooming charges that cover the extra time and work it takes to take mats out in a humane way. We at Capipets put the pet’s comfort first even if that means losing a customer. Please make sure that her future groomers will groom her safely. She deserves to be treated well and look gorgeous as she did when she left here yesterday. It is not her fault she has mats and many groomers forget that! I am enclosing the brochure Learning to Brush Your Pet that will give you some tips on handling, proper brushing and combing and frequency of professional grooming. Sincerely, Magali Capi Owner Capipets Groom & Board LLC