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Business Profile

Pet Exercise

Performance Plus Dog Training, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Exercise.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/13/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    During the week of 4/14/2024, I reserved two days of daycare for my dog at ******************** Plus K9. There was an incident on 4/16/2024 during pickup that involved my dog and another dog. Later that evening, the owner of the other dog called me. She was provided my personal information (name and phone number) by the daycare without my consent. I was so angry and upset that I decided to cancel the second day I had reserved. I called to tell the director that I was cancelling my reservation for 4/18 and asked her to charge me for only one day that week. On 4/16, I was charged $68.00 for a 2-day package. When I informed the director of the overcharge (via email on 4/21), she responded asking me if I wanted to use the second day that week. On 4/24, I replied that I did not want to use the second day and also asked her to cancel my account based on the way she handled the incident and shared my personal information. The refund was never issued, so, on 5/3, I emailed the director again asking for my refund. She did not respond to my email and has not provided a refund. I am still owed $32.00 and am also filing this complaint because my personal information was shared without my consent.

    Business Response

    Date: 05/22/2024

    The incident that occurred on 4/16/24 was when **** came to pickup her dog **** from daycare. Our staff handed **** over and when **** left our building **** attacked another dog in the parking lot while in ****'s care. After the dog fight was broken up by our staff we brought the other dog who was injured inside to tend to his wounds. At that point before **** even spoke to the other dogs owner or waited to see if the dog was ok she drove away. Later the other dogs owners needed ****'s information to get ****'s current vaccination information because she had to bring her dog to the Emergency Vet because he had puncture wounds on him. If **** hadn't of left the scene after her dog attached another dog she could have shared her information with the other dog's owner herself. As for ****'s second package day(the $32) he was scheduled to come back 2 days later and **** chose to not bring him back. Our packages have a seven day expiration date and we don't offer refunds if the owner chooses not to bring the dog back.

    Thank you

    Customer Answer

    Date: 05/22/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ****

     

     

  • Initial Complaint

    Date:03/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The handler injured my dog while removing from cage. Claims dog caught a toe but the story later changed to pulled out of collar and slammed into cage.My dog tore her CCL and required **** dollar surgery to walk again. Management refuses to accept responsibility and reimburse me for the costs. Staff is either poorly trained or is mishandling the dogs.I expect to be reimbursed for the treatment to my injured dog due to poor care at this business

    Business Response

    Date: 03/24/2023

    We have sincerely apologized that ***** got injured while here during daycare. We feel that that is not our responsibility to pay ****** vet bill because the injury was not caused due to negligence nor mishandling on our staffs part. It is our professional opinion that ****** nervousness caused her to panic and injure herself. ***** was stressed while she was here in our daycare program,which we made clear to the owner after her first day of daycare. At her second day of daycare, her stress levels were the same. At pick up, our staff took ***** out of her crate using the leash and collar the owner provided. Instead of walking to the back door like ***** had been doing all day to go outside, our staff asked her to walk straight to head out the door to go to the lobby. This slight change in routine caused ***** to panic and run backwards. In that commotion, the collar slipped over her head. Because of her stress and nervousness, ***** franticly ran back to her crate, crashing into it which is where we believe she was injured. My staff explained to the owner at pick up that when running back into her cage, they thought she may have injured her toe because she wasnt putting weight on that foot and the incident was not severe enough for us to think there was a more serious injury at play, which the owner agreed with at the time.  I can assure you our staff members are fully trained and did not mishandle or mistreat *****, nor were they negligent or careless in their actions. Additionally,before starting services here the owners filled out our registration form which states the following: "I understand that in the case of illness or injury to my dog while in the care of this facility with or without my presence, I will not hold Performance Plus *********** Center, its employees, owners and agents responsible for the injury. I also understand that I release Performance Plus *********** Center, its owners and employees of and from any and all responsibility for, or claims, damages, or debt arising out of or related to such medical care".

    Customer Answer

    Date: 03/24/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ
    I have retained an attorney to try to get this resolved.

    The manager also claimed the dog pulled out of collar in a later email.

    The staff clearly mishandled the dog and did not take care of her in an appropriate manner.

    Their story has changed several times.

    Kimba was at the facility for training. They assured me they could work with her.

    Clearly they did not do so in the appropriate manner and were negligent in this regard.

    It took several emails before they responded and they claim the waiver dismisses them from neglect by their staff.

    I would not recommend anyone bring any animal to this place. They take no responsibility for their actions and clearly 

    they are not treating some of the animals with care. Their staff needs better training, and they need to take responsibility.

    Regards,

    *****

     

     

Performance Plus Dog Training, Inc. is NOT a BBB Accredited Business.

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