Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 10, 2024 I purchased a two dog e-collar session with all dogs. Before that I purchased another session for two other dogs. It was supposed to be a four dog remote and collar system. The first e-collar session did not go well, my dog was basically traumatized, they made me use her name as the recall they shocked her too hard she jumped in the air, and now she is afraid whenever I say her name. The second dog half lesson was spent trying to train him with a collar not even being paired to the remote and then when it was paired the dial was set so high the trainer failed onto check and tell me to lower it so we shocked Jericho too hard and now he is afraid and he was already nervous to begin with he also was not trained on the e-collar that time. Their claim is that they are supposedly trained after the session which he was not. My two remaining dogs I had a hard time deciding but I decided I did not want to train them with them at least not in the way that they were doing it but they are not flexible at all and it always has to be done exactly as they say not how the customer wants not for my needs.I did not cancel the lesson I just expressed that I did not like the training I wanted to go to a different company and use the equipment that I purchased. However she informed me that it was told to me that I was not to receive the equipment if I did not go through the training. I tried to explain to her I was going to go through the training somewhere else, but she refused to give me the collars each valuing $200. With the appointments that she canceled on me, that's another $800. The total price was $1,670. I feel she's being unfair and unethical. I can see the reason of keeping the collars if I don't do the training in general because they can cause damage, but they did cause damage in my situation with both my dogs trained with them so I chose to go somewhere else. She won't budge on giving you the colors even if I am signed up somewhere else

  Business response

  10/08/2024

  Thank you for the opportunity to respond to this complaint. Please see our response below and contact us at ###-###-#### should you need further information from us:The Client who lodged this complaint did receive a four-dog remote and collar system.  The Client failed to follow her trainer’s instructions during the first training session.  The Client was the one that over-corrected her dog during the second dog’s training. The Trainer advised the client to lower the stimulation level.  The Client failed to follow the trainer’s instructions to lower the stimulation level, and also did not follow the Trainer’s instructions as to how to properly praise the dog during the training session.  The Client was advised prior to this training to build the confidence on her second dog, Jericho. The Client declined to take our recommendations.  The Client completed one training session after this complaint was filed (training was completed on September 16, 2024. The Client has scheduled her final dog to be trained on September 30, 2024).  The Client advised us that the command word she wanted to use does not always work (the Owner and Trainer would not re-train on a command that a dog is already not responding to.  Continuing to use a command that fails to elicit a dog’s response would be counter-intuitive to making the dog respond).  The Client consented upon registration that equipment would not be released until our company trained her on its proper use.  The Client decided not to hold the last lesson, originally scheduled for 9/30/24, due to that dog’s confidence level.  She decided to receive a gift card for the training with the understanding that the e-collar would not be delivered to her until the training.All of our policies, including financial policies, are fully posted on our website at ****************, and are on the registration forms that our clients initial when they register for any service with us.  Please feel free to visit our website and review these policies.Again, please let us know if you require anything further regarding this complaint, and thank you for the opportunity to respond.Sincerely,Diane B*******, IACP-CDTA/PTDI, CTDIOwner

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I signed up for puppy class from 10/31/23- 12/5/23. The class requires 6 sessions to obtain the STAR puppy certificate. On 11/19/23 my father in law passed away unexpectedly and as a result I had to miss class on 11/21/23 in order to make funeral arrangements. I sent Diane the obituary and informed her of the reason for my absence. On the last day of class she informed me that I would not be able to participate and my puppy could not get his certificate unless I signed up for another 6-week session for the price of $188. I asked to have a make-up class for the class that I missed and had already paid for, and she refused. The fact that she could not offer a make-up class in this situation is unacceptable. Due to her refusal to work with me, I had to pay for an additional class to get the STAR puppy certificate which is required for my school board because the puppy is training to be therapy dog.

  Business response

  01/10/2024

  BBB spoke with Diane who said that the consumer signed up for the puppy dog class. As part of the class the business offers the *** Star Puppy program. *** requires attendance for six weeks, and that all six weeks must be attended. Unfortunately the consumer missed one of the classes. Without the perfect attendance the business is not able to give the certificate or medallion. This does not have significance in regard to the training of the dog.  The consumer could have taken the next beginner class, though this is not typically part of that class. The instructor explained this, but the business is bound by *** policy.

  Customer response

  01/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Diane states that it is ***’s policy that attendance is required for 6 classes and I missed a class.  She then said that I had the opportunity to sign up for another class to complete the STAR puppy class.  My issue is that she did not offer a make up class due to reason for the missed class (death of father in law).  I reached out to the *** and they fully supported a make up class to be offered in such a situation.  Diane would only allow a make up if I paid an additional $188 after I already paid $188 for the class for the 6 week course.  I would like a refund for my money because I was not able to get the class certificate because she wasn’t willing to offer a single class makeup.   Regards, ****** ******

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We came to All Dawgs when our dogs who had been living together happily for over a year began demonstrating aggressive behavior towards one another. We were required to pay a non-refundable fee of over $400 upfront to even schedule the first appointment. However, after making that payment, we were informed we would need to pay for additional training sessions before they were able to move forward with household integration training. Over five months, we jumped through multiple expensive hoops and scheduling nightmares, leaving us alone with an escalating issue with our dogs that we were ill-equipped to handle on our own. After completing all other required sessions, I called the office in tears, now in a situation that was dangerous for us as well as our dogs, and attempted to schedule the household integration training as soon as possible. Fully knowing the situation we were in, All Dawgs insisted that we wait an additional six weeks, instead of taking any of the appointments available several weeks sooner, solely due to their preference we stick with the same trainer. It's been five months, we've spent nearly $1000 dollars, and have been left in a serious lurch and we cannot even get a refund for the $400+ training we never received.

  Business response

  04/11/2022

  Thank you for the opportunity to respond to this complaint. Please see our response below and contact us at ** *** ******** should you need further information from us. All of our policies, including financial policies, are fully posted on our website at****************, and are on the registration forms that our clients initial when they register for any service with us. Please feel free to visit our website and review these policies.The client who lodged this complaint registered for our Dog-to-Dog Aggression Modification private lesson package and paid $275.00 on August 25,2021. We discovered on that registration from the information the client provided that the dog,*******, had dog-to-human aggression issues. We called the client and spoke to them about his issues and told the client that for safety and liability reasons they would need to register for Dog-to-Human Aggression Modification prior to taking Household --Integration. The clients agreed and signed up for Dog-to-Human Aggression Modification and paid an additional $185 the same day of August 25,2021. The trainer completed two of the three Dog-to-Human Aggression Modification lessons. The third lesson needed to be rescheduled as the Trainer required surgery, which the clients were made aware of and understood. In the meantime, they wanted to schedule the Household Integration lessons, and paid $455 on October 23,2021. They accidentally received access to a different Trainer's calendar, and we contacted them to let them know they needed to stay with their original trainer. We also explained to the client that the Trainer was still recovering from surgery and would need to schedule the lessons seven to eight weeks out, which is a normal time frame and noted on our website. The client then scheduled their first Household Integration lesson with the Trainer on February 27,2022.Dawgie Daycare Group Classes Private Lessons Aggression Modification Boarding School Service Dawg Training This lesson, as well as the payment for it, is locked in per our no-cancel policy as noted on our website and on our registration form. A week prior to the first lesson, the client emailed to ask for a refund for Household Integration, and our Office Manager called and left a voicemail with the client to tell her it was not possible and reminding them of the no-cancel policy. The Office Manager asked for a call back and did not receive one. The Trainer showed up to the client's house to complete the first lesson on the scheduled date and the client refused to let her do so. The Trainer asked the client if she was sure, and the client said yes and even asked the Trainer how her surgery went. Following this, the client then posted two negative reviews on Google about our business under two separate names.Again, please let us know if you require anything further regarding this complaint, and thank you for the opportunity to respond. --Sincerely,Diane B*******, IACP-CDTAIPTDI, CTDIOwner Dawgie Daycare Group Classes Private LessonsAggression Modification a Boarding SchoolService Dawg TrainingAll Dawgs

  Customer response

  04/11/2022

  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. However, I would like to clarify a few points. We understand the limitations of the no-refund policy and of course wanted to ensure that the trainer's surgery went well. The nature of our complaint was that we were in a desperate situation and asked to be put in an earlier time slot with another trainer since the one we had been working with was unavailable. Despite pleading (in tears) to please consider giving us an earlier slot as the situation was escalating, we were still refused. In the meantime, with all of these delays, the situation with our dogs has escalated to a point that we were confident waiting another six weeks would be impossible considering the several months we had already waited had led to physical injury and concern about whether or not the situation was even salvageable anymore. As a result, we were forced to find help elsewhere after several attempts to make things work with All Dawgs and were exceptionally disappointed by their ignoring our serious and desperate concerns. As per the reviews, I was unaware that my fiance had also left a review but we certainly did not (and absolutely would not) write negative reviews under multiple false names and find the insinuation insulting. Our experience with All Dawgs has been abominable and the refusal at all steps in the process to try and reach and reasonable resolution on their part has only served to worsen the situation.  Regards, ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩