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:10/08/2024

  Type:Product 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 agreed to a non-refundable 50 minute private training session for my dog. I had a number of behavioral issues with "India" which I listed on intake with Kat.Kat visited on 9/16/24. We played a quick game of fetch and return with a clicker ( maybe 5 attempts) on my back porch then we all went for a walk. Kat focused solely on pulling. During our walk...I specifically asked.. if she would be following up with us and our progress as I paid $300 for individualized attention. In return I did not ever receive a follow up phone call/email nor text inquiring about our needs nor progress. We did however receive an email with three other games and an offer to spend another $450 to practice another 50 minutes to address my dog's aggression. Kat did not complete her contract with us. She did not follow up or inquire about our progress or needs. Instead we received a generalized email and an offer to spend even more money when the first issue was not further addressed by her. I worked with my dog three times a day for at least a half hour each time for three weeks using Kat's method of just standing back...with not a bit of improvement. When I did not hear back further from Kat I emailed her on 9/9/24 concerned that she never followed up after our visit regarding the "pulling" and was dismayed that she was requesting $450 more for me to see her, follow up and " practice". I feel taken by Kat. I feel that she was indifferent to me...not necessarily my dog. (Also the month prior to our appointment when I first inquired Kat quoted me $250 but the charge was ultimately $300). For Kat's fee I expected exceptional time spent and a completion of her contract. I received a follow up generalized email and solicitation for more money to work on what I paid her for originally. Her response to my email also seemed cut and pasted when she suggested another trainer. Nothing from her was ever tailored to us. I am requesting $150.00 refund. Half of my payment as she did visit but no f/u.

  Business Response

  Date: 10/22/2024

  Ms **** originally contacted me regarding a group class. I sent her a link for the class she inquired about. She did not sign up,  claiming she couldn't figure out how to navigate my scheduling system.  

  She then contacted me asking for a private lesson in her home. Again claiming she could not sign up on line. I explained to her that in order to schedule,  she needed to sign up on line and agree to my safety and no refund waiver. 

  She signed up for a 50 minute session. I ended up staying for 90 minutes.  

  At the conclusion of the visit, I advised her that ***** would need further training.  

  I sent a long follow up letter summarizing the things that she should work on with *****. I recommended a group class. I have attached some screen shots however they would not all fit. I'm happy to forward the entire email 

  She responded weeks later asking for a refund. I reminded her that there is a no refund policy. Clients have to agree to that before they are allowed to book. 

  I did the work that I was paid for. Dog Training is never a one and done situation.  Her dog has extreme reactivity. She requires extensive behavior modification.  I don't guarantee results. So many factors affect success. Including but not limited to client compliance.