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Injuried at Groomer

This is a forum to discuss legislation and legal matters pertaining to the rights and welfare of dogs. Please remember to counter ideas and opinions with which you don't agree with friendly and helpful advice and responses.

  
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Maddie

Fur Ball
 
 
Barked: Thu May 28, '09 6:53pm PST 
Before you read this, please look at my dog's picture enlarged on her dogster page. In the corner of her main picture is a picture of her eye a day following surgery.

My dogs have a sweet, wonderful grromer who they love and does a fantastic job. She is manager of the grooming salon at Petsmart. Unfortunately something happened to my 6 lb. Shih Tzu 2 days ago when she got groomed. I am not sure what happened, but when we were on our way home I noticed her eye was red. I thought maybe it was irritated from the shampoo. I got her home, fed her and cooked dinner and then noticed her eye was all swelled up and blood shot. I called the groomer, but she had left for the day, but was told to clean it with saline solution.

Then, I spoke to the manager who remembered the dog being groomed, so she knew it was not a preexisting condition. She told me to bring her to Banfield Clinic at Petsmart the next moring. I told her I have my own vet I like and was a lot more affordable for me and she told me this would be all paid for by Petsmart and if I needed to bring her to emergency animal hospital not to worry, it would be taken care of, the most important thing was to take care of my dog.. Later, the groomer called who also assured us that Petsmart would handle the financial aspect of this, just make sure the dog gets the care she needs. We got through the night and got her to Banfield at Petsmart.

Of course, the Banfield Vet was as incompetent as I figured which was the main reason I did not want to go there. He diagnosed the problem correctly, but said without anything other then a quick look, it could have been caused from stress. One thing is my dog is not an uptight dog and she loves going to groomer, but moving on from that.

The Banfield Vet sent us immediately to the local veterinarian ophthalmologist as her eye had come out of the socket. This specialist would be the best person to save the eye. They saw her immediately. As soon as the doctor looked at the eye, she said, this happened from a trauma to the eye. In order to save the eye, she would have to have it operate immediately.

We assumed based on what we were told by manager who was filing an incident report as they were arranging the specialist appontment that Petsmart was going to pay for this, but the specialists office asked us to pay for it and seek reimbursement from Petsmart ourselves. When we got home, we spoke to the groomer about how the dog was doing and we asked her about how do we seek reinbursement. She put us on with the manager.

This is when everything changed. This was a different manager. He told me, he was the store manager and that nobody had any right to say that Petsmart would reinburse us for this and that he only paid for Banfield as a courtesy to us. I replied, you mean to tell me, this was all arrange for us to go to this place by Petsmart and we were told this would be taken care of, so we borrowed money from people on the agreement that we would pay them back as soon as we were reinbursed and now your telling me, I was misinformed. His reply was you can forward me a copy of your bill and I will send them to the corporate office, but that is all he can do and that no one has the power to authorize any payment for this.

I did make a call today to the Petsmart Corporate office and was told this would be looked into, I am writing this in hopes that someone has some advice as to how to proceed. My beautiful baby is going to require several weeks of care by this specialist. Will likely be blind in her one eye and require eye drops to lubricate her eye for the rest of her life as her tear duct may not function right.

I don't blame anyone. Accidents happen. I just want this dog taken care of as promised and as it should be. And I want Petsmart to look into the operations of their grooming salons. Because I know for a fact the groomer was interrupted continuously by people while she was grooming my dog whether it was by her employees needing help, the phone or store customers admiring my beautiful dog wanting to ask about her.

Edited by author Thu May 28, '09 6:58pm PST

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Gunner

I solemnly swear- that I am up to- no good
 
 
Barked: Thu May 28, '09 8:14pm PST 
What the store manager said was correct. The previous manager you spoke to and the grooming salon manager should not have told you that PetSmart would pay for what happened. They cannot pay for the services immediately, it has to go through their corporate office for approval. You will most likely get reimbursed for what happened, but I think it will take a few weeks for it to happen. Sounds like there needs to be better communication at that particular store. I'm so sorry that happened to your poor dog.
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Bella

I Love to give- kisses and- snuggle!
 
 
Barked: Thu May 28, '09 9:16pm PST 
Boy I would be upset too! What a terrible grooming experience for Maddie. I don't suppose anyone said what REALLY happened to her eye? She is so beautiful. They need to cover expenses. That's only fair! Hope she gets wells soon! hug
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Willow

THE LOVE MACHINE
 
 
Barked: Thu May 28, '09 9:28pm PST 
i agree. most cooperate owned stores have policies prohibiting managers from promising reimbursement for any service not provided by the store itself, for damages, injuries, ect. ect. and all reimbursement will defiantly have to be approved by at least the district manager, if not higher up in the company. it prevents "sweethearting". plus they'll want accident reports, and legal mumbo jumbo. blah de blah de blah. where i come from (walgreens) she could loose her job for promising that to you without written consent from cooperate office.
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Maddie

Fur Ball
 
 
Barked: Fri May 29, '09 4:04am PST 
I totally understandable that corporate would need to look into what happened and decide before payment would be authorized. That makes perfect sense. What got me was the tone of the second store manager. He acted like I was now at war with Petsmart and instead of showing any type of caring for my pet as well as what my family was going through, he made me feel like he was blowing me off.

I was already feeling so horrible for my poor little baby, some professionalism based on Petsmart's philosophy Pet's are People Too would have been nice which would have included some information and support on how to file for the reimbursement would have been nice. As a matter of fact, I was not demanding reimbursement, I just was asking what is the process. It wasn't till he said he only paid for Banfield as a courtesy to me, which was not where I would have ever brought my dog, that I even made a comment about being told Petsmart would pay for this.

Petsmart needs to seriously get it together. I did not want to take Maddie to Banfield cause at a different Petsmart when she was a 2 lb. puppy they gave her antibiotics for a large breed dog and it took a nurse after several phone calls to figure it out. I even told the Vet on the phone these pills are too large for my dog to swallow and she pukes even on 1/2 a tablet. At least the 1-800-Banfield representative understood and let me out of my health plan on the spot.

After that incident, I never stepped into that particular Petsmart and only reason I continued ti go to this other one is because of how much my dogs love the groomer and how beautiful she makes them look.

Edited by author Fri May 29, '09 4:21am PST

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Princesse- Lily CGN

I am RoyalChi!
 
 
Barked: Fri May 29, '09 5:35am PST 
Poor Madie! I cant really help with all the legal stuff because where I live, we just have locally owned pet shops and groomers. I just wanted to go give you and Maddie hug
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Bingley

Cookie Monster
 
 
Barked: Fri May 29, '09 7:28am PST 
First, I am so sorry this happened to your baby! I have a fear of eye injuries happening to my pup. Did the groomer accidently hit her eye? Or did she walk away from the pup and the dog choke? (at the petsmart near here, I see the groomers step away from the dogs on the table quite often. I'm sure they are supposed to put them on the floor, but more often than not, they just walk away)

It seems like it would make perfect sense that if your dog was so badly injured under the care of their staff, they should be responsible. I can see it having to be approved at a higher level, kind of, but to me it seems they should have to pay in the end.

If they don't give in to paying, if it were me, I would fight it. If I couldn't afford a lawyer, I would try local news reporters who work on investigations to help out people.

I hope your pup has a speedy recovery, and I hope she keeps her vision in that eye. ((hugs))
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Ch. Chaz

We don't do- doodles!
 
 
Barked: Fri May 29, '09 8:31am PST 
I just want to add this as a groomer to maybe help people understand the type of eye injury that most likely occurred. Shih Tzu's, Pekingese, Lhasas, and other breeds with protruding eyes should be a concern to all groomers and bathers. Their eyes are such that undue pressure from pulling up on the topknot, pulling back on the ears, or any movement where the skin on top of the eye is pulled back can quickly result in that eye literally popping out of the socket. This is something that was drummed into me over and over in grooming school, and is something I am reminding my employee's on an almost daily basis. Fortunately, it has never happened here, but I hope we are all aware of how quickly it can occur. With immediate attention by a veterinarian the eye can be returned to it's socket without much if any permanent damage. I realize that this certainly could have been accidential on the part of the groomer, HOWEVER, there is no way it should have been ignored. At the very least, the owner should have been notified that the eye had been injured. I cannot believe the person grooming the dog did not realize this injury had happened. I do feel the place of business is responsible, especially since permanent damage to the eye may very well have been avoided.
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Maddie

Fur Ball
 
 
Barked: Fri May 29, '09 10:27am PST 
I read about pulling on topknots can cause eyes to pop out of the socket and that Shih Tzu's have bulgy eyes, so easily pop out. I know if this happenned when she was being groomed, the groomer would have sought emergency care for her.

Alls I know is after I picked her up, I noticed the eye was slightly red on the top part of the her eye on the white part which meant it was a little swollen cause typically you cannot see the whites of her eyes. Unfortunately, I did not think what's wrong and seek emergency care. I thought her eye was irritated from the shampoo. I was ignorant and thought of the dog 's eye as a human eye. I blame myself for not seeking emergency treatment. The specialist said this happened from a trauma to the eye. The eye swelled up and then popped out of the socket.

The good news is she is looking better already. The eye swelling is decreasing.. I just pray for a miracle and that she does not suffer permanent damage due to my lack of action.
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Ch. Chaz

We don't do- doodles!
 
 
Barked: Fri May 29, '09 10:53am PST 
You are right, it does sound more like an injury directly to the eye. Aghhhh. I am glad to know it is doing well, and also glad it was not initially popped out, as I had assumed. Good luck, and keep us posted!!!!
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