My dog was badly assaulted at the groomers yesterday- not sure what to do next.

[Padstow58]

Yesterday I got to the groomers to collect my dog to be told she got stressed and bit her tongue. Blood was pouring from her mouth! When examining her I also saw her eye was red and swollen.

I took her straight to the vet who told me she had received a substantial blow to the side of the head and there was bleeding within the eye and she had reduced vision.

They think she bit her own tongue from the blow.

I phoned the groomer later that afternoon who insisted nothing happened and she just got stressed and bit her own tongue.

Vet said this would not happen just from stress.

As groomer is denying it and I have no proof (apart from an injured dog) I'm not sure what to do next. But I can't do nothing and risk another dog being injured.

Any advice?

@BunnyBettChetwynnd okay sorry I miss read it. X

If anyone is curious about the grooming process, Girl with the Dogs on Youtube shows the gold standard and yes it can absolutely be half a day with very large dogs with coats in matted condition. She charges hundreds of dollars but also does pro bono work funded by her youtube channel.

A full groom on my tibetan terrier, when he was in full coat, would take me 4 hours, although at the time I did not have a blaster dryer and I would take breaks.

For a big breed, double coat, long heavy coat, a full clip out (they have to be bathed and dried first generally even if being shaved bare or you dull blades and overheat them and risk the dog even more) or a detailed fancy trim, yes, 3+ hours and its normal for dogs to spend half a day or the whole day in there.

People do not want to groom their own dogs. It is hard work and needs training and patience from day 1. For many breeds it does also require space and some expensive kit.

People don't bother, they think a groomer can deal with it every few months and they need do nothing in between, resulting in dogs with sore skin and mats, who are grumpy about being touched and hate grooming... because it hurts!

Unfortunately coated poodle x types are SO popular now and these really do need regular and effective brushing and grooming between clips, but they are buying from breeders who tell them its fine to have the dog clipped off every six weeks and not really explaining the necessity of grooming in between those visits.

My Westie was in the groomers for 21/2 hours yesterday. One other dog in the salon
He's treated really well and comes out wagging his tail
In fact he was on the breed list for grooming during lockdowns due to animal welfare

A décent groomer would have insurance against injuring a dog inadvertently.

so all the groomer needed to do was say the dog fell, let me know what the vets bills are I’ll cover them via making an insurance claim

I have now got the medical history from the vet. It clearly says physical trauma.
I have again spoken to the groomer who is still saying nothing happened. So I have told her I will be sending a formal complaint.

This is what I've written so far in my complaint

Can you all let me know if I should add/remove anything. Thanks.

COMPLAINT

I’m writing with regards to the incident which took place on 13/06/23 regarding my dog L.

When I collected her, she was visibly distressed, with blood pouring from her tongue and a red, swollen right eye. You had a few minutes before, telephoned me regarding the tongue, saying “you may have cut her with the scissors”. When I asked you about the eye you told me you hadn’t noticed it.

I immediately took L to xxx Vets.

He examined L and discovered the wound on her tongue did not require stitching but he was very concerned about her eye which he said in his opinion was not the result of stress, which is what you told me, but as a result of trauma. Eg a blow to the eye.

After discovering this, I spoke to you on the telephone but you repeated that it was only from stress.

I am not satisfied with your explanation as it does not match L’s injuries. Furthermore, you have not told me anything that would reassure me that you have satisfactory procedures in place to keep dogs in your care safe.

I appreciate that sometimes accidents happen and if this was a result of an accident, I would appreciate an honest account of what happened.

I enclose photos of L’s injuries, together with copies of L’s medical notes showing the treatment and diagnosis. You will note that it clearly states physical trauma due to a blow from a hard object or fall.

After seeing L’s injuries, Vet spoke to a Dog Warden colleague who recommended that the incident was serious enough to report to the council. You will also note that this recommendation is documented there.

Please can you respond to this complaint within 14 days in writing, stating
1. Your full investigation into the incident and your findings.
2. Avail me of your written safety processes with notes of which processes were not adhered to in order for the injuries to have occurred.
3. Please detail which of your procedures and processes will be updated in light of these findings.
4. Please also state how you will keep dogs safe on your premises in the future.

Along with your response, please also supply me with a copy of your insurance policy as I wish to make a claim against you.

As previously stated, I intend reporting the incident to xx Council and I’m sure they will be in touch further regarding this incident.

I look forward to hearing from you

So its gone from a stressed dog falling off a table to maybe she caught her tongue with the scissors. Falling off a table will not cause eye trauma like that. Have a look at reviews for the place. Any other incidents happened there?

Regarding your suggested letter, I would be concerned that you are giving her all of the evidence. Therefore she can fit her story to the evidence you have, rather than having her unsure of the evidence and therefore having to reveal the truth.

Nice touch with the dog warden having already been consulted.

I hope you get to the bottom of this. I hope there isnt any lasting damaging. Poor little dog.

I would refine that somewhat.

Don't give her all the cards you're carrying or a clue as to exactly what you intend to do next.

Ask for what you want - if you want paying for the vet bill, then supply it and ask for that.

You can ask who her insurer is and what her safety policy is etc etc but she is not under any obligation to answer that, as you are presumably, no longer her client and she will likely realise this.

Inform YOUR pet insurance co. if you have one. If you don't then you will have to persue her for the bill yourself via her insurance if she has it or via small claims court if necessary.

I would report to local authorities, dog warden, police but then you'll have to leave it with them.

Wow, where to begin?! So it's the owner's fault (not referring to the OP here) for paying less than the groomer's time is worth, despite the fee being determined by THE GROOMER!
If the dog isn't used to being groomed/is nervous, resulting in the groom taking longer than expected, then thats also down to the groomer to establish this and adjust their fee accordingly.

Aside from that, the fact that the OP's dog has suffered some kind of injury whilst in the care of "professional" whose account of the incident doesn't tally with the vet's, I really can't fathom how you can possibly try to exonerate the groomer. Yes, dog grooming is a vocation, but that doesn't mean they are beyond reprieve.

I would have drafted a similar letter to you, I think. Although might agree with PPs that you need to keep some cards in reserve. Not sure.

How is your dog, two days on?

Pretty sure @PatchworkDonkey is not trying to excuse or exonerate the groomer here, just explain a bit more about what its actually like from an insiders perspective, what goes on, and why.

And no, it is not the groomers responsibility to train dogs, that IS the owners responsibility, the groomer is not a trainer, few have any training qualifications, and that is not what they're being paid to do.

Have you asked about cctv?

How awful, your poor dog! Please pursue this, because this woman should not be allowed anywhere near dogs!

I'd always assumed dog groomers were animal lovers, but having used a few over the years it's apparent that they're often not. I overheard one shouting at my dog (i'd arrived early to collect him) to behave. He was a timid old soul aswell. I asked why on earth she'd yelled at him and she laughed it off, it was clearly just the norm for her.

Oh my god, I'm so sorry OP this is absolutely awful. How is your dog now?

These people need to be held accountable, I'm glad your taking things further with a complaint

It's humans that have created this problem with dogs {and cats} that cannot groom themselves.

A Whippet or other smooth coated breed has tight, close coat that it can groom by itself.
Heavier coated, or non~ shedding breeds can develop terrible mats if not combed regularly by their owners.

There is an American woman who very gently grooms dogs on you tube ~She deals with appalling cases of neglect where the dogs coats are just hugely matted, with faecal soiling trapped in the wads of hair.
Often these poor dogs just have to have their entire coats shaved off, but of course it grows back, and if the owner can't be bothered to train their dog to be brushed, the coat will mat again.

There are so many people who have no idea as to how much routine care a dog needs- Teeth {daily} nails every two weeks, feet/bottom washing daily and brushing to keep the coat in shining condition- and of course washing off cow poo that they might roll in on a walk.. {Pic}

@Padstow58 I hope your poor little dog is recovering from their horrible ordeal.

Yes. She doesn't have any.

Thanks all.

I'll reduce what I say to her I think.

I hope your dog is making a good recovery and is feeling much better today OP.

What happened in the end? .. hope your ddog recovered well and doesn't still suffer emotionally.

That was for @Padstow58

Hi @Sushimad OP here. (New username)

The outcome was that I made a claim against the groomer's insurance for vets bills which I received.

I complained to the council and dog warden but they weren't too interested.

I also left online reviews which pissed her right off but they were factual and I felt it was my duty to inform other clients of what had happened.

I now have a lady who grooms her at my house. She does get a bit anxious but with treats and reassurance she's ok.

Its outrageous that grooming is largely unregulated and this type of thing is allowed to continue.

That’s awful op your poor dog. I think you did everything right.

my dog was assaulted at her doggy day care. I’m pretty sure she was booted in the neck- she was wheezing for days. Some people just should not be allowed to work with dogs.

really hope your dog is all recovered

You did everything right op
I'm so sorry your Ddog went through this and I do hope she has healed well

I'm sorry that the authorities didn't take it seriously, but glad that you were at least able to claim vet fees and that ddog seems to be recovered emotionally as well as physically from it.

It should be much more closely regulated as should dog walkers, etc.