As the new owners of Waggers Dog Depot, we are deeply concerned about the welfare of all of the dogs that we groom. While we respect Rob's opinion, I want to explain that we conducted a thorough investigation of his complaint. We spoke with the groomer who serviced Rob's dog as well as the other groomers on duty and found no evidence of his claim. We also spoke to the after-hours veterinarian who treated his dog for the eye infection who stated that grooming was an unlikely source of the infection given the short timeframe since grooming. We also spoke to Rob's regular veterinarian regarding the skin issue who said that given the dense coat of the dog, combing the dog's hair could have irritated an existing hot spot hidden beneath the triple undercoat. The vet complimented the grooming and said that there was no indication that the dog was harmed or mistreated by the groomer. Given the information we were able to gather, we felt that a refund of the grooming fee was adequate as a gesture of good faith. Rob's second dog, who was brought in on the same day and for the same service had no issues whatsoever. We take matters like this very seriously and are committed to providing the best service to our clients and their pets. While ownership is different, all policies and staff have remained the same.