My partner and I have been getting our Wheaten Terrier groomed by Chad for about a year and have never been fully satisfied with her cut. We like her cut with the traditional Wheaten taper on the legs, but a puppy cut around the face. Although we don't like the "show cut" on her face, which includes a fall that obstructs her vision, we don't like her face cut super short. We opt for something fluffy and full around her muzzle. Having explained this to Chad, we usually say "remember, don't cut her face too short" when dropping her off.
On several occasions, including the most recent grooming, Chad has had a hard time understanding this concept. He sheers the top of her nose and between her eyes down and cuts around her long muzzle until she looks like a weasel - the exact OPPOSITE of what we requested.
In our most recent encounter, I called and made and appointment for a full-groom, haircut, bath, nails, etc., and my partner dropped our dog off and returned home. I then asked him to call Chad and remind him, yet again, not to trim the face to short. Somehow Chad took this to mean trim ONLY the face, an absurd and non-sensical misunderstanding. We picked up our girl and her face was cut but the rest of her fur was still 4 inches long, making her head appear far too small for her body.
Confused, I called Chad the next day and said that her body was left long and inquired as to why. He proceeded to argue that my partner asked that only the face be cut and as a result he charged him 60 dollars for a trim rather than 75 for a full cut. Chad said that he could cut the rest for another 60 dollars.
Frustrated by a year of unsatisfactory service, I called around for open appointments at other groomers to fix Chad's mistake. But, each groomer assured me that any groomer would gladly fix this error without charge, and that Chad should do the same. Unable to secure an appointment elsewhere on such short notice, I hesitantly returned to Chad, who trimmed her body (without the Wheaten taper on the legs) and sheared her face once again.
When I picked her up, I asked that I be able to pay the difference, 15 dollars, for a full groom, but that I not be charged twice for an error on his end. He then proceeded to yell at me about how there was constant miscommunication and that this was not his fault. I told him that I was in the room when my partner asked him not to over trim her face and anything else he heard was clearly his own error. He then proceeded to lie, telling me that he was frustrated with my partner, whom he typically deals with, because he is always dropping our dog off hours too early and demanding walk-in appointments, when in fact my partner has merely asked Houndry staff whether it was okay to drop her 15 minutes early to which they obliged, and merely asked whether he had any walk-ins available, to which Chad obliged. My response was, if you can't take the appointment, simply say so. Don't take the appointment and then get angry at us later.
When I informed Chad that we would no longer be using his services he told me that I should speak to which ever groomer we decide to work with because although he has never had a difficult time with me, when he speaks to my partner, he "just stands there, like aduhhhhhhhh," mocking my partner as though he is dumb. I said "please do not mock my partner, that is beyond rude. Just charge my card so I can get out of here," to which Chad responded, "I sure can charge you, the full 75!!"
I have to say that I will NEVER return to the Houndry for any services. I cannot understand how ANY business owner could conduct themselves in this way.
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