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In Wisconsin

BBB Accredited Business since

Embark! Pet Spa, LLC

Phone: (414) 747-8830 1208 E Oklahoma Ave, Bay View, WI 53207 http://www.embarkpetspa.com

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Description

This company offers pet grooming services for dogs and cats including spa treatments.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Embark! Pet Spa, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Embark! Pet Spa, LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Embark! Pet Spa, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: January 29, 2008 Business started: 03/01/2007 in WI Business started locally: 03/01/2007 Business incorporated: 03/01/2007 in WI
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Sarah Jahnke, Owner
Contact Information
Principal: Ms. Sarah Jahnke, Owner
Business Category

Pet Grooming Pet Supplies & Foods - Retail


Additional Locations

  • 1208 E Oklahoma Ave

    Bay View, WI 53207 (414) 747-8830

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Complaint Detail(s)

6/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I called to make appnt for grooming my 2 dogs, I was told, when I started to give instructions, that they had the information on file. When I brought the dogs in, I said, I suppose you have the information on file?. They said yes. I had done business here more than once. They cut the dogs hair the way I want it done in the winter, which was for the most previous visit. However, it is now the end of May, I wanted them totally shaved, they were not. Nor was I allowed to say this, because, 'they had the informantion on file'. I made an appt for a month forward to do this. ****, the owner, called my house,that night, suggesting that, since the girl who had worked with my dogs before could be in the shop tomorrow, the next day, at 3, I could bring them in for the complete shave. I did this. When I picked up my dogs, after Embark had corrected it's mistake, I was told it would be a little more for the shave. **** charged me an additional $24, on top on the initail, I though reasonable price, of $76, for the shampoo, incorrect cut, and footcare on 2 dogs. I came back to them under the assumption that the girl who worked on my dogs did not clarify what was to be done, she only affitmed that she had it in her notes, and so, that this was a mistake they were fising. **** said nothing about an additional fee when I agreed tp come back nor when I was dropping them off. I did not ask if an additional fee would be charged, becaiuse on a previous occasion, Embark then and there fixied a mistake by shaving my dog's tail before we left. That fix was no fee. Suddenly, this fix is a fee. Embark's assumptions are costing me time and money.

Desired Settlement: $24.00 refund. Not an offer for $24.00 in goods/services.

Business Response: 6/3/2012To:******** ********-BBB,

***** ******* First of all I would like to say that I’m sorry it had to come to a complaint filed with the Better Business Bureau on EmBark.  We take great pride in our happy customers.  Had this been brought to my attention that we had an unhappy customer I would have dealt with the situation immediately.  When I initially heard, as I was uninvolved in the first check out of this customer, that he/she had wanted a full shave down on the dogs and this wasn’t preformed, I was on the phone with the groomer that had left for the day and then the customer within a half an hour after they had left to fix the situation.  The customer had not asked at that time for us to fix the problem and did not ask for a response from the groomer or myself.  But the employee that checked out the customer knew they were not happy so I tried to deal with it as quickly as possible. I, as the owner, and the groomers of EmBark do not like when a customer is unhappy. Although these situations rarely happen, we try to fix the problem immediately.  My groomer quickly agreed and was even eager to come in the next day which was her day off to fix the grooming.  The shave down took her almost an additional two hours.  That is why we charged extra. Fixing the tail on a previous visit took us maybe an additional 5 minutes of our time and was included in that price.  We charge an additional $12 per dog for the extra time and care involved in a shave down.  The groomers work on commission and do not make an hourly wage.    Here is where I feel like we made mistakes-we should not have said we have your “information on file” with the initial phone call.  We try not to take instructions over the phone without being in you and your dogs presence.   We do keep every grooming on file but never assume that the owner would want what we did last summer this summer or last winter this winter.  When the groomer checked in the customer and they said they wanted the same grooming she looked at the last time the dogs were in and did that haircut.   We should have looked at summer/springs past and noticed that they were full shave downs and asked if that was what they wanted this spring.   I, ***** the owner, should have told the customer that it would be an additional $24 when I initially called the customer to remedy the situation.  I was in too much of a hurry to fix a potentially unhappy customer and assumed the customer would realize an extra two hours of work=extra money.   For these mistakes I will fully refund the customer the $24.  I am still paying my groomer out of EmBarks expense for the additional work as I feel like she did an outstanding job by quickly agreeing to fix a situation what was not fully her fault.  If this issue would have been raised the night in question, I would have happily and quickly come to a better agreement in price or no price at all.  I wish I would have known at the time that the customer was unhappy.  The customer seemed content  that we quickly fixed our mistake.  I had no idea until we received this letter that they were not. I’m sending the customer a check for $24 on Monday the 4th 2012.
 
Thank you,
***** ******
Owner
 
EmBARK!
Pet Spa
###-###-####
********************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  The owner of this business acted promptly to rectify a situation incurred by her employees. Regards,

 

***** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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