Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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.

  On 8/23/24, we purchased the 6-week **************** Program from K9W Dog Training. It included 4 in-home sessions, and a direct phone number for the trainer so we could reach out for support between sessions as needed.We explained to the trainer, ******, who came to our home for the first session, that our #1 training priority was to stop playful nipping.Following ******* instructions to address playful nipping produced the opposite of the desired effect. Our puppy began to bite aggressively.On 8/24/24, the very next morning, we contacted ****** for support, and she replied that we should apply her technique more forcefully. This made the puppy bite more aggressively. I texted ****** back for additional support for the worsening situation, and she never replied.Over the next couple of days, our puppy was becoming uncontrollable. As ****** had stopped responding, we had to find an alternative trainer who helped us stop the biting.We texted ****** and asked for a refund.Although we received nothing of value from ******, we told her that we are willing to compensate her $150 for the single 1-hour session she provided. We want $983 refunded for the remainder of the 6-week course. ($1,133 total charge, less $150 for one 1-hour session = $983 to be refunded)

  Business Response

  Date: 09/09/2024

  
  
  On the same day the contract was signed, August 23, 2024, we provided the first training session. A second session was scheduled for seven days later. However, the client canceled this session two hours prior to the appointment, leaving us unable to reschedule with another client in such short notice. As a result, the company incurred a financial loss.
  
  
  Per the contract the client signed  we maintain a no-refund policy, but in an attempt to address the clients concerns, we have offered a partial refund of $550, which covers the cost of the final two unused sessions. **** Algallaf was decline the offer and wanted a 100% refund. We believe we offered a reasonable resolution, given that the first session was fully utilized and the second was canceled at the last minute but they declined our resolution . 
  
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22228947
  
  I am rejecting this response because:

  K9W Dog Training did not previously offer a $550 refund, as they stated in their response, nor was such an offer rejected.  While I believe the $983 refund I requested would be fair (and even a full refund of $1,133 that was charged to my card is a reasonable request, given that K9W provided nothing of value in exchange), I would have accepted the $550 if it had been offered.  Please issue the refund.

  Sincerely,
  
  ********* ********

  Business Response

  Date: 09/18/2024

  
  
  Dear BBB,
  
  
  We appreciate the opportunity to address the clients complaint, but we must emphasize that their claims are both misleading and inaccurate.
  
  
  Our company, K9W Dog Training, has always been transparent with our policies and the services provided. The client purchased an $1,100 training package, 4 private sessions of which they completed one session. They also canceled the next session just two hours before it was scheduled, which resulted in us offering a partial refund of $550, despite our clear no refund policy, as outlined in our signed service agreement. This goodwill gesture was rejected, and instead, the client demanded a full refund, which does not align with our terms of service.
  
  
  We have attached proof of our communication, including the offer of the partial refund and a reminder of our no refund policy. We firmly believe that we have acted reasonably and fairly, but the client is refusing to accept any compromise, while also attempting to damage our reputation through misleading statements.
  
  
  We trust this clarifies our position.
  
  
  Sincerely,
  K9W Dog Training
  
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22228947
  
  I am rejecting this response because:

  K9W Dog Training is far from transparent regarding their services.  We purchased a training package for $1,100, which was to include 4 private sessions, virtual sessions, and support between sessions as needed.  They charged us $1,133, with no explanation for the overcharge.  K9W Dog Training offered to refund "two sessions" but our agreement for the full training package did not specify a particular "per session" value, so there was no way to determine the value of a "two session" refund.  I did not decline any refund offer.  I responded to K9W Dog Training's "two session" refund offer with a specific dollar value which I believed was more than fair, offering to pay $150 for the one hour of time the trainer spent with us, and requested the remaining $983 to be refunded.  K9W Dog Training then refused to issue the refund.  Only in response to this BBB complaint did K9W Dog Training counter my refund request with an offer to issue a $550 refund.  Although K9W Dog Training provided nothing of value, I accepted the $550 refund offer.  However, the K9W Dog Training still has not issued the refund.  I would like the refund to be issued.

  Sincerely,
  
  ********* ********

  Business Response

  Date: 10/30/2024

  Dear Better Business Bureau, I am writing on behalf of K9W Dog Training in response to the complaint filed by ********* ********. We take all feedback seriously and wish to address the concerns raised.

  Firstly, we would like to clarify the refund situation. Currently, we are unable to issue any refunds until the pending dispute with ****** regarding the initial charge is resolved. This process may take up to 90 days, and we are working diligently to expedite it on our end. The amount charged to Ms. ******** was clearly outlined in the signed agreement, with no hidden fees involved. The total included a standard 3% credit card processing fee, consistent with all credit card transactions, and a detailed copy of the bill was sent to the client's email on behalf of ******. We would also like to emphasize that Ms. ******** had multiple payment options available that did not incur any processing fees, allowing her to choose the most suitable method for payment. Furthermore, we are disheartened to note that Ms. ******** has consistently voiced her dissatisfaction publicly, leaving negative reviews that do not accurately reflect our commitment to customer service.  ******************** has nearly a decade of excellent customer service history, and we are dedicated to maintaining our positive reputation. While we aim to resolve this issue fairly, it is crucial to mention that if this situation continues to adversely affect our business reputation, we may reconsider our position regarding issuing refunds.

  We appreciate the opportunity to clarify these points, and we remain committed to addressing any legitimate concerns. We encourage Ms. ******** to reach out directly with any further questions or feedback.

  Thank you for your attention to this matter.

  Sincerely ****** *****
  K9W Dog Training

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22228947
  
  I am rejecting this response because:

  Refund status On 9/18/24 a partial refund of $550 was offered.  I accepted.  I am still waiting for that refund to be issued.

  Experience It is unfortunate that my experience with K9W Dog Training has been negative in all regards.  I explained to the trainer that the recommended training techniques produced the opposite of the desired effects, and the business ignored my request for help with the situation; after several days with no response from K9W Dog Training, I ended up having to hire another dog trainer.  When I requested a refund, K9W Dog Training had an opportunity to improve my overall customer experience, but nearly 3 months later I still have no refund.  I can only speak about my personal experience with this business, and it has been painful.

  Sincerely,

  ********* ********

  Business Response

  Date: 11/21/2024

  Dear Better Business Bureau,
  
  
  We respectfully reject *********************** response, as it does not accurately reflect the efforts K9W Dog Training has made to address her concerns.
  
  
  Refund Policy:
  Ms. ******** signed and agreed to our no-refund policy prior to beginning services with us. Despite this, we made an exception and offered a partial refund of $550 as a gesture of goodwill. This offer was offered prior to any negative reviews being posted about our business.  Because of her dispute the credit card company has a 90 days policy. However, since Ms. ******** chose to spread damaging and false information about K9W Dog Training on social media and now through the Better Business Bureau, we are no longer considering a refund.
  At K9W Dog Training, we are proud of our proven training techniques, which have delivered successful results for countless clients over nearly a decade. We provided Ms. ******** with these same methods and offered assistance to address her concerns. In person training sessions, not by texting or phone calls. Unfortunately, she chose to seek another trainer rather than continue working with us after 1 hour of training session.  
  
  
  Impact of Negative Reviews:
  Ms. Alqallafs repeated public criticism on social media and now with the BBB has negatively impacted our business reputation. Her statements are disproportionate to her experience and do not account for the efforts we made to help her resolve the situation. While we welcome constructive feedback, spreading false claims about our business online is not acceptable.
  
  
  Moving Forward:
  We urge Ms. ******** to contact us directly if she has further issues to discuss. K9W Dog Training remains committed to providing excellent service to our clients, and we will not allow unwarranted public defamation to undermine our business or the trust we have built within our community.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  Andrea 
  K9W Dog Training