A Brush Above Pet Grooming, LLC Possible Same Day Appointments — Local services in Westlake

This was the worst dog grooming experience and one of the worst business experiences I have ever had. The following is a factual account including my own mistakes in this encounter. I brought my dog to Trina today for a bath, brush and nail trim. I let her know the my dog is excitable and likes to jump and that I’ve been told she doesn’t like the drying machine from other groomers. I was told to pick my dog up by 4, and was called by Trina at 325. She told me that my dog was ‘barking all over the place’ and that I needed to come pick her up. I let her know I’d be there by 4, to which she responded ‘You had better be.’ When I arrived at 343, she said something to the effect of ‘So you didn’t tell me your dog was dog aggressive’. The exact quote is in the BBB complaint. I explained that she had been to other groomers, that I had never been told that before, and that I had no intent to sabotage her, that I just wanted my dog groomed. She charged me the agreed upon $60 and I tipped 10%. In retrospect, I should not have paid until seeing my dog and definitely should not have tipped, but honestly, who checks their dog before paying a groomer?

However, when my dog was let out of the crate and I was putting her leash on, I noticed hair falling off of her and her nails were not clipped. I was, needless to say, upset. I asked Trina why she didn’t tell me that she didn’t complete the job, to which she replied she did. I argued, in a raised voice im sure, that her nails were certainly not done, which Trina admitted was true. Her excuses were that my dog was dog aggressive, that she was more than excitable and jumpy, and that she didn’t want to get bit. Ok - let’s hypothetically say all of those things are true. Why is dog aggressiveness causing trouble for a human groomer? As a professional, wouldn’t you have skills or equipment to handle an excitable dog? My dog is about to be 4 and has bit exactly 0 people ever, but Trina wouldn’t have known that, so if she were truly scared, I understand stopping the service before completion. What I don’t understand is why she neglected to tell me about this either on the phone or when I arrived before paying or when we went to get my dog or really any time before I discovered it on my own and brought it to her attention.

That is precisely the follow up question I next asked, twice. The initial response was that she did complete the service and would refund none of the money. The second response was that she was sorry and that she was not going to do anything about it. I found this to be not only disheartening but exceptionally shady. Though I think a respectable business would notify a customer they had not completed all agreed upon services prior to payment, and of course not charge for the services not rendered, Trina and A Brush Above Pet Grooming, LLC did neither of these things, even when I specifically asked for a refund of only the nail trimming charge.

As she offered no solution, I informed her I would dispute the charge with my credit card company. She replied that she would call the police, followed me to the front window of her shop with her phone up, presumably taking pictures of my vehicle for some reason?

In retrospect, when I arrived, she had a Collie in the back that she was working on and seemed to be having a tough time with, repeatedly telling the dog to sit or stay or not do this or that. It was a red flag that I didn’t recognize at the time. I would strongly suggest not bringing any animal to A Brush Above or any business Trina is affiliated with. This was a traumatizing experience for myself and my dog, I am sure, and it could so easily have been rectified with less defensiveness and a little decency and honesty and fair business practices. You simply can’t charge someone for services you did not perform and then accuse the customer of being at fault. I wish Trina all the best as a human being, and hope this can be a learning experience so no other customers have to go through this ordeal. If I am able, I will update this review with...

I have been trying to hard to find a groomer for my miniature Pomeranian and discovered A Brush Above after a quick google search and the reviews all looked good. I called to schedule an appointment and thankfully they were able to get my dog in quickly however there was a ton of barking and noise in the background so it was hard to for them to hear me to gather my information but that is to be expected when calling a dog groomer. I took her in for her grooming yesterday (2/5/2024). When I dropped her off I specifically asked if it will take 2 hours (because that is what their website suggests) but the groomer let me know that it will likely be less than 2 hours due to the small size of my dog. This was great news to hear as she gets very nervous at the groomers so to know she won't need to be there too long was relieving for me. Her appointment was at 1:00 PM and by around 3:30 PM I thought it was very odd that I did not hear from them about pick up so I decided to start driving there anyways. I called on my way to ask how much longer she had and their response was "we have been calling and texting you to pick her up since 2 PM". I let her know that I did not receive ANY calls or texts about her being done. She double checked my phone number with me and they had taken down the incorrect number- they did not confirm my phone number when I dropped my dog off. She then proceeded to tell me that she called my vet to confirm my phone number and they also had the incorrect phone number. At this point, I had already been so worried about my dog and now concerned that she was there almost 2 extra hours then she was supposed to. The phone number was one digit off so I assumed maybe the vet just heard the groomer incorrectly. Anyways, after I picked up my dog I called my vet on the way home to make sure that if they had the incorrect phone number for me that I could correct it. My vet had the correct phone number on file and informed me that a groomer had not called them to get my phone number, as they would have put a note into their system stating so and there were no notes. She even checked the incorrect phone number to see if there were any notes under that phone number. It was very disappointing to me because the price was great especially compared to other groomers in the area and her cut turned out really nice! I just cannot deal with the stress that place caused me again. While I was waiting for their call, I had thought that maybe they had the incorrect phone number- but then remembered that my dogs harness was with her and they could just double check the phone number on her dog tag. I also didn't want to call and bother them during that time because I know they were busy and it is obviously inconveniencing for them to answer the phone while others are blow drying dogs. Needless to say I won't be...

Let me start by saying it's very easy to sit behind a keyboard and review someone and their work with little accountability or care for the business owners lively hood. With that said I do not take it lightly and I have never posted a bad review for a business, ever. Today that changes. We booked out appointment and asked all of the appropriate questions making sure our pups were taken care of properly. Brought them in the following day, the experience wasn't great, I don't need to get too deep into details. So I called when I returned home and left a message for the owner. She returned my call and apologized citing just hiring a few young girls to help out. We spoke at length calmly and productively settling on bringing them back in to have the wrong done right, fast forward to new appointment day. Admittedly I was running a few minutes late to the new appointment because of tree removal services on my street. The owner Trish called to ask if I was coming, her attitude ensued. I told her yes of course I was on my way but would be late. She proceeded to tell me that because I was 10 mins late my dogs would have to wait because of another appointment. I suggested maybe we can just reschedule, Trish didn't sound very happy with that suggestion, she goes on to say well I rearranged my schedule to accommodate you sir and if we have to push the appointment into next week i would have to treat it like a new appointment and charge you for it. Apparently there's a statute of limitations on making things right. Those were my words to Trish exactly, she replied sir Im not going to argue with you and continued to make it sound like she was doing me a HUGE favor or service by fixing what her hired help didn't do correctly to begin with. I finished my call with Trish by saying calmly , "listen keep the $100 we won't be back. Thank you and goodbye." Again, I don't take this kind of thing lightly and don't want to bad mouth but I want to inform and warn others about my honest experience. I attached some pictures below taken after the appointment, we paid for full service grooming including nails to be cut and rounded off with grinder, teeth cleaned, bath etc. Photos show cut nails but not evenly done, no grinding was done and noticable dirt on one of my two dogs bellies. Not to mention their teeth not being cleaned and them still being damp, and in a cage with a dirty wet towel on my arrival. Let me finish by saying, folks take your dogs elsewhere. They are important, they are members of the family and deserve better than "A brush above." And quite frankly so do you. If this review helps even one...