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Review content:
Mr. Lee,\r
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We completed a thorough review and interview of all employees and customers, present during drop-off, process, and pick-up of your dog ""Champ"".\r
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Due to the sensitivity of Champ to the grooming process, we gave him what we call ""expedited"" grooming service at no charge. We performed all services--from start to finish--so your pet was returned in the shortest amount of time possible. Since Champ does not like to be ""force dried"", immediately after his nails, ears, pads, etc. were done--he was bathed, conditioned and rinsed--we placed him in our SUPERVISED RECIRCULATION dryer in the main grooming area which eliminated any unsupervised activity. At no time, was Champ unsupervised, nor did he have the opportunity to jump from any tall or high object to inflict such an injury as you described.\r
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We are deeply concerned about Champ's welfare and simply cannot explain nor understand how any injury could have occurred during his visit given a review of all the information available. \r
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However, this does not detract from your distress about him, and we greatly empathize. This is our 12th year in Bellevue, and never have we had such an occurrence in grooming over 12,000 animals. We have 6,000 regular clients that can verify we take all available precautions. We have been singled out by King County Animal Control, Seattle P-I, Evening Magazine, the Humane Society, Canine Companions for Independence and many other organizations for having one of the safest, cleanest, state-of-the-art facilities.\r
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We try very hard to accommodate the special needs of our clients, and their loved companions within every limit of our ability to do so. Please accept our appreciation for letting us know of your concerns, we are simply at a loss of how such an occurrence could have happened.\r
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If there is anything we can do to win you back, please contact a General Manager.\r
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Respectfully,\r
Customer Care\r
GroomingSPA (R) Senior Management Team
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