Complaints

• Initial Complaint

  11/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a five pack behavior/dog training package through modern dog training in ************ with trainer ***********************. After four training sessions, ****** recommended that I obtain and pay for services with a veterinary behaviorist and she recommended that we not do the fifth ****** UNTIL I was able to obtain that appointment and start my dog on medications and to let her know once my dog had been seen and had a stable regimen of medications on board in order for the fifth ****** to be the most productive ******. The vet behaviorist did take some time to schedule an appointment as she was fully booked and then my dog went through several medication dosage changes before he was stable on meds. I contacted Modern Dog Training *********************** this past month to try to obtain my fifth ****** and was told that all packages have to be used within 90 days and that they had extended my package for an undetermined amount of time (she would not tell when my time had expired) and that I was no longer able to use that fifth ****** and I would have to pay $135+to get that last ******. I was never warned when advised to obtain the vet behaviorist that losing that fifth ****** would be a possibility,if I wouldve known that I would have either just use the fifth ****** as scheduled or at the very least I wouldve had a timeframe as to when I needed to reach out to ****** and Modern Dog Training to schedule that fifth appointment in order not to lose It . I was never provided an end use date of the training package on top of the fact that they knew that I had a rescue dog thru Rhode home rescue and they also denied my the rescue discount that they advertise.

  Business response

  12/13/2022

  Client signed contract before paying and starting ******s outlining 90 day expiration policy (attached). Client had been notified during fourth ****** that this expiration date would be extended 1 month to accommodate for the wait time with veterinary behaviorist. Trainer emailed client on September 23, 2021 asking client to inform trainer of date for assessment with the veterinary behaviorist. Client failed to contact trainer with this information. Client failed to notify trainer of assessment date, medications beginning or changing and did not provide behavior assessment from the veterinary behaviorist as requested before resuming ******s. Client contacted trainer over 1 year (October 14, 2022) after trainer had attempted contact with client (September 23, 2021). 

  Client's response to our email explaining our policies included reluctant acceptance of our policies (attached). Client did not ask for further clarification, indicating she understood the policy and the accommodations already made by extending the expiration date so that she could make the appointment with the veterinary behaviorist before continuing ******s. Had client informed us as requested regarding behaviorist assessment date, medications beginning or changing, and provided the behavior assessment from the veterinary behaviorist, Modern Dog would have been willing to make further accommodations to work with the client during a reasonable timeframe. 

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