Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog, *******, to canine allegiance for their training program. The first part of the program he was left in their care on January the 18th, and picked up February the 2nd of this year. When picking my dog up I did express some concerns about his training, but I was told that it was only after the completes the entirety of the program would I see the finished results. After bringing my dog home he had medical concerns so I took him to the veterinarian the next business day. Upon my visit the veterinarian strongly suggested to stop the program for multiple reasons. I have made contact with both the trainer and the owner and supplied them with the reasons with supportive evidence of concern and why he wouldnt not be able to complete the program. While both the trainer, *************************, and owner, *************************, have replied to my forms of contact, they are unwilling to offer any compromise or refund. My dog was unable to complete the program due to the unsafe training equipment provided and due to illness, per a licensed veterinarian.

  Business response

  04/29/2024

  To Whom It *** ************************* and train program does not consist of parts, so the reference to the first part of the program is inaccurate. Upon completion of ******** full board and train, the client received her initial transition session to acclimate her to the new obedience commands and behaviors that ******* learned. The only concerns about his training by the client was whether ******* could now go on a hike with the client. In response to that concern, ******** trainer explained his capability to go on a long walk, however instructions were given regarding the need for the client to fully grasp the patterns and processes that ******* understood before exposing him to higher distraction environments. ******* understood and grasped the obedience commands, but the client now needed to be sure that she knew how to work with him in the same manner his trainer had done during his board and train. ******** understanding of the obedience taught was evident by his proficiency with commands under the instruction of his trainer at the day of pick up, in the visible sight of the client (Timothys owner). During the transition session, the client did experience moments where she needed to be corrected on her instruction when it was her turn to work with him, but this is not uncommon considering: 1. She did not train him herself, 2. She needed to acclimate herself with the training patterns ******* had learned, and 3. She needed to unlearn previous habits from before ******* participated in the board and train program.
  
  Less than 24 hours following ******** transition session, the client conversed with ******** trainer via text message about an unpleasant experience at a pet store. Less than 24 hours before this experience, she was given instructions at the transition session to spend a few days practicing these new commands and behaviors at home around minimal distractions to ensure her understanding and ability in applying the new training techniques. Considering ******* had not been home with her for 24 hours yet, there was very little opportunity for the client to follow these instructions, which ultimately resulted in a negative experience for them in a high distraction environment. ******** trainer responded by reiterating the instructions given at the transition session, and offered the client an early follow up session to ensure the client was able to replicate the training results shown at his transition session the day prior. The client expressed that she chose to take ******* to an indoor pet store with very distracting environmental stimuli over going on an outdoor walk that morning, where the trainer explained to her why this type of environment was of difficulty for their first day back together after training. There was no response from the client. 
  
  The client still has an additional remaining session with ******** trainer, but refuses to complete such, using the letter from her veterinarian as the reason. Every attempt has been made to ease the clients concerns, but she will only accept a refund, although she received multiple video updates of Timothys training progress, which were all met with satisfactory replies by the client (text screenshots can be provided). There was no mention of, or question from the client regarding training equipment used, which is standard equipment and was included in the training contract that the client signed. The client voluntarily selected the equipment that she was comfortable with Timothys trainer using, which was abided by. Before leaving the facility after ******** transition session, the client watched the trainer properly fit and provide the client with an extra training collar. No concern was expressed at this time either. 
  
  In the days following ******** transition session and reunion with the client, the client informed us of flatulence and diarrhea from *******. It is not uncommon that dogs experience these symptoms when changing environments or experiencing excitement, which is also mentioned in the training contract signed by the client. Per the letter from the veterinarian, ******* was not diagnosed with any illnesses. There is reason to believe that the veterinarian who wrote this letter is also the clientsemployer, and our training contract states that illness must be determined by a neutral, agreed upon veterinarian. Regarding the unsafe equipment, it is standard training equipment used on millions of dogs between training centers and conformation dog shows. The equipment sent home with the client was the exact equipment used for the entirety of the transition session with the client, aside from the collar fitted and made directly in front of the client. Again, no concern was expressed regarding fit or safety of the collar while in the presence of the trainer. During our initial conversation with the client about the collar after we received the letter from her veterinarian, she was sent photos of the collar on Timothys neck at resting position with space between the actual collar and Timothys neck, which refutes any claim of improper fit. Again, In the clients training contract, she voluntarily checked that we were permitted to use this standard training equipment.
  
  
  We have made every attempt to provide support to the client up until the point where the client discontinued conversation, and we received the Better Business Bureau letter. The client was offered a follow up session less than 24 hours after ******** transition session back to her, and the trainer requested at the transition session that the client send a video of her working with ******* in her home for troubleshooting purposes. If need be, video proof of ******** training proficiency can be provided, as well as satisfactory replies from the client to the video updates that she received, which did not include any questions or concerns about the training equipment that was used. 
  
  Attached is the training contract signed by the client which addresses terms of our service, client expectations, waivers, & our refund policy. Additionally, screenshots of communication between the client & Timothys trainer are included.

  Customer response

  04/29/2024

   
  Complaint: 21535088
  
  I am rejecting this response because:

  I did not question the equipment used and continued using the equipment until it was pointed out by my veterinarian as harmful to my pet. Once deemed harmful I could not continue using the equipment to finish the training. I have not been offered to see another veterinarian and do not feel I should have an additional added expense of an additional veterinary bill to verify the equipment is not appropriate. I have provided pictures per the request of training company to prove the collar was a danger to my dog. I am unable to follow up with the veterinarians finding of gastrointestinal upset since this illness was resolved and has not returned. I have remained in contact with the company for months and would like this issue resolved and a refund given. I am not requesting anything in addition to the fees paid for veterinary bills or potential harm to my pet. 
  
  Sincerely,
  
  ***************************

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