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:09/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased 15 dog training sessions for *******. The package included training 3 days a week and dog day care. We used half the sessions . Our dog was sick and missed the month of August. We went back on 9-6 for a day of day care. On 9-9-24 we went back for day care and was scheduled to do training with a trainer when we picked up our dog. At 10:30 am on the 9/9 I received a voice message stating our dog got in a confrontation with another dog and our dog had a very small scratch on his nose our dog needed medical attention he had multiple bites. I spoke with the owner and asked for our remaining 723$ After receiving that bill for close to $500 The next day, I submitted my vet bill along with pictures of my dog to the owner. The owner became ***** and now refuses to refund me my remaining seven training sessions. I have a series of rude and obnoxious text messages from the owner at this point I just want my $723 back for the remaining training sessions. I will not use after being treated so poorly and having complete disregard for my dogs health. At this point I want my 723$ back I will never return to this business.

  Business Response

  Date: 10/24/2024

  To whom it may concern,

   

  I am respectfully asking that the below case, complaint #22311415, be reopened for two reasons.  One, I did not receive prior notice of this complaint, and two, the allegations contained in the complaint ONLY represent the elements of the interaction that favor the customers position.  Below is a complete and honest timeline of events.

   

  • 9/9/24 Customer **** *******), drops of dog (****) for 8th training session
  • 9/9/24 **** shows aggressive behavior towards another dog and the other dog corrects ****, leaving a scratch on ***** muzzle
  • 9/9/24 The **** K-9 receptionist immediately contacts *** ******* (approximately 10:30) to inform her of the incident without causing panic related to ***** well-being, as the wound was not open and there was minimal bleeding
  • 9/9/24 The kennel technicians cleaned the wound, applied antibiotic ointment, and sent a picture to *** ******* so she could be informed
  • 9/9/24 *** ******* husband arrives at **** K-9 around 5:00 and works with **** and the **** K-9 training staff per the original schedule
  • 9/9/24 I, **** ******, Owner of **** K-9, personally call *** ******* to reiterate the events that took place leading up to ***** injury and the care he received post-injury.  She informed me that she was taking **** to the emergency veterinarian clinic
  • 9/10/24 I receive a call from *** ******* at 12:13PM and immediately returned her call.  She explained that her and her husband were no longer comfortable with **** K-9 and requested a refund for the unused training sessions.  I explained that we could continue to provide the training they purchased without placing her dog in with other dogs (daycare).  She declined, and I generated a refund of $723 later that day when I arrived at **********-9.
  • 9/11/24 *** ******* sends an email requesting additional payment for the veterinary bill (as submitted in her complaint).  As you will see, the care for **** was simply antibiotic injections.  **** did not require stitches or staples to close the wound, as it was a superficial wound, as explained to her earlier in the day by the **** K-9 staff.  The image provided by *** ******* in her complaint is post-vet visit and after ***** muzzle had been shaved.  Even though the wound was covered in fur while in the care of **** K-9, our technicians believed that closing the wound was unnecessary, which was the case.  Our assessment of ***** injury and the subsequent communication with *** ******* was accurate and appropriate.
  • 9/11/24 I called *** ******* to inform her that I would not pay for the vet ****, as her dog initiated the confrontation with the other dog and the **** K-9 contract, which she signed (also included with her complaint), clearly states that the customer is responsible for injuries incurred in a confrontation with another dog.  She disagreed with my position and insinuated that her dog was injured due to negligence by the **** K-9 staff and claims that her veterinarian told her to submit for a refund of the bill.  It became immediately clear that *** ******* could not be satisfied, regardless of my interest in finding an amicable solution.  Therefore, I rescinded my offer to generate a refund for half of the training sessions but explained that I WOULD fulfill the training sessions for which she paid.  She has elected not to accept the offer.

   

  In summary, I (we) did everything that should have been done to address the issue in real time and over the following two days.  We communicated quickly and clearly, followed up, showed true concern for ***** well-being, and tried to satisfy the requests of the customer.  Unfortunately, *** ******** was less than objective and unwilling to accept anything less than complete admission of wrong-doing by **** K-9 and full refunds for training and the vet bill (she never even requested to view the video of her dog aggressively approaching another dog).  In fact, based on *** ******* actions and comments (which included having her attorney contact me), I suspect she would have filed this complaint even if I had provided the refunds.  I have offered to COMPLETELY fulfill the obligation of **** K-9 in this situation, which is to provide the services for which she paid.  She has elected NOT to accept that offer.  

  *** ******* claims that I became irate.  At no time did I raise my voice, use fowl language, or disrespect or disparage her personally.  My text interaction (additional texts attached) clearly shows that I was firm in my position, but professional and respectful.  

  **** K-9 has a FANTASTIC reputation for providing a clean, safe, healthy, and fun environment for our guests (dogs) and providing the highest levels of customer service.  Unfortunately, what has been highly satisfactory (or even commendable) in the eyes of thousands of other consumers, just wasnt satisfactory for *** ************** I wish her and her dog well.

   

  Regards,

   

  **** ******

  Owner, **** K-9