Complaints

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• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 16 year Veteran who returned from deployment 2007 after I was raped and suffered many losses,I was diagnosed with PTSD.I became an EMT and an RN in 2013. 2016 I had an Aneurysm and cardiac arrest.My dog, ****** came to me by accident and has been a lifesaver.He was not socialized during COVID and had issues,I did not know which class he should be in.**** and I both agreed a meet and greet was essential.On 4-4-22, I paid my invoice of $575 and she emailed me training exercises to do at home.We did check-ins often.On 4-18-22 I got a call from ******, another trainer that said **** was on vacation but I could come in for his eval or wait until ****'s return. I opted with **** because she new our history.On 5-5-22, she told me when they would be on break and to come by for a meet and greet.She told her team, who were all eating lunch, including her, to not make eye contact with him.He wondered around nervously but did ok.We left after 20 min.**** advised of a med for anxiety in dogs that does take a while to work.My Vet agreed and he started the med on 5-6-22 with the understanding that it could take 2 months to work, **** was aware and just told me to be patient.I kept in constant contact with ****; I saw improvement, initially.His first session had come/gone but **** assured me this was necessary and we would start when he was ready.6-27-22 I told **** that I lost my car and asked for a refund.I live almost two hours away.I downloaded everything on her site and other than I paid, here were no sessions, no progress notes, no refund policy, no proof that he had even been there.I called a lawyer who told me to get a demand letter online.She called 6-30-22 and angrily accused me of intimidating and threatening her in the letter.I have every voicemail, email, every entry on her site, even ones she altered after our falling out.Later, she backpedaled and said his training ended 5-29-22.She said the 8 weeks starts on their first day of training but he never started.

  

  Business Response

  Date: 10/01/2022

  I am sorry that ******* has had such a troubled life, but none of her personal history has anything to due with ******** training. She was told that she could come to train with ******. That I would honor her 8 weeks of training. She instead threatened to take me to small claims court. After or first meeting, I suggested that she take ****** to her veteranain and speak to them about mendication for his fear/anxiety. To my knowledge she did, but she wasn't happy with how ****** responded to the medication that was perscribed. I heard nothing from her until she demanded her money back becuase the medication didn't work as well as she wanted it too. Our last communication was that I would gladly honor her eight weeks of training but would not refund her money. Our training program is like a gym membership......Would she be able to get a refund for not using her membership? 

  Customer Answer

  Date: 10/03/2022

  I am rejecting this response because: We never started training.  We BOTH called it a meet and greet.  I paid for his training on the evening after it was supposed to start.  

  
  

  When I told you the vet said it might take 2-3 months to be effective, you just told me to be patient in your email "Perfect. That is what my dog is on.  It can take longer to have effectiveness so be patient".  

  
  

  Your voicemail said that I had already started training; that the meet and greet was his first day even though nobody actually even looked at my dog and I stayed 20 minutes as you gave me a tour after you ate your lunch.  I was told to come after a training session was over with so that you could evaluate him.  That is not a training session. 

  
  

  We met on May 6th.  You said his training session started on April 4th and ended May 29th.  
  
  
  We kept in touch every couple of weeks, if not more.  I talked to you more than my own family during this time period.   

  
  

  In your unhinged voicemail, you said that I made all of the decisions on my own.  The Vet made the decision to put him on medication, not you or me.  I already had the prescriptions.  I got home and emailed you asking if this is the one you thought was good.  You said it could take 6-8 weeks to see improvement.  The medication arrived May 10th. 

  
  

  You have no refund or cancellation policy, unlike a gym membership.  

  
  

  I loved your facility and was truly excited to see ****** attend.  It makes me sad that you can't have compassion and empathy for another person.  I didn't do anything wrong.  I did what the vet and you told me to do and everything fell apart.  

  
  

  Your email said his training period is over but you reversed it and said that never came out of your mouth and that he is still welcome.  I do not feel comfortable or welcome.  

  
  

  I know you are betting on the fact that I will not take you to small claims but I will and because I paid for the invoice online, I can do it here in Joshua Tree which is the nearest courthouse to my residence.