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:02/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  *** ( the owner) spoke to me about his 5star rating with all of his past clients.I was guaranteed that in 4weeks of 1 on 1 training in the professional trainers home, my pup would be socialized with his children and have intense training where he would master many commands. when i realized this trainer *** had no formal education in dog training, and couldnt give me more than vague answers as to what my pup was being taught,i brought him home 4 days early. *** was mostly concerned that i pay him the total amount of ***** which i did. after he was home, i realized my pup did not follow commands, and didnt understand very much. i took him to a professional certified training company for evaluation of his training (3 1/2 weeks of professional training. out of the 5 commands that he was supposed to have been taught, he scored 0,0, 2,4,5 on a scale of 1-10. he was never socialized with the trainers children as promised, and *** told me it was my fault because i brought him home 4 days early. i requested a refund and was told that im under a contract that i signed. i believe that contract was breached due to jeds failure to provide the level of training and socializing he promised. he refuses to email or text me any resolution. he only wants to talk on the phone. i do not trust his word and requested responses be in writing. *** refuses to do so. i enrolled my pup in a 2 week training course, but due to my work schedule i had to bring him home at 1 1/2 weeks. my pup was taught commands and he obeys like a champ. its like night and day. he was reevaluated after his second training and scored 7,7,8,9,10 out of 1-10. he knows exactly what i ask him to do and does it.

  Business Response

  Date: 03/02/2025

  Thank you for sharing your perspective regarding your experience with my training services. I appreciate having the opportunity to publicly address your concerns and provide clarity on a few points.
  First and foremost, let me say that in the dog training industry, it is not uncommon for trainers to gain their expertise through hands-on experience and mentorship rather than traditional classroom training or online courses. I am confident in my experience, skills and abilities. My approach to training is rooted in real-world application, which I believe is critical for training to be most effective. 
  Secondly, it must be noted that ***** entered into a contract with Custom Canine Training that specifically references a no refund policy. The primary reason for this is because there are too many variables when it comes to training that make it challenging to offer that sort of term. For example, we have no control over whether or not an owner uses the verbal instructions we use as part of our training or if they maintain the proper management we recommend once their dog has returned home. That said, we offer LIFETIME follow-up training and continued support to clients to ensure sustained training success. To date, ***** has made no attempt to schedule a follow-up training ******* I fully stand by and am proud of the training I provided Lindas dog, ****. 
  During our initial consultation, ***** informed me that her dog had bitten her grandson twice, was using the bathroom in her house, was refusing to go in the crate and various other concerns. Furthermore, upon ***** arrival, it was evident that he was scared to walk on hard floors, as well as use stairs. Generally, he lacked confidence. 
  It should be noted that typically we see the most notable progress in the final days of training since by that time, dogs have become well adjusted and have learned the fundamentals to propel from. When ***** requested her dog return home early, I verbally informed her the program was not over and as such, training was incomplete. 
  DESPITE ***** abruptly choosing to end training early, **** left our program with a solid foundation of training and an understanding of commands to navigate life as a more confident and obedient dog. This included, but not limited to: walking up and down stairs, waiting at the door, sit/stay command, down/stay command, easily going in and out of the crate, recall command, heeling/walking nice on leash and appropriate dog socialization. 
  I provided an extensive go-home ****** for *****, where I reviewed everything; however, her participation was limited despite ongoing attempts to engage her. I made sure to confirm her satisfaction before making  final payment in person by check, and she had indicated she was pleased with the training received. If she was unhappy with the training, Im confused as to why she did not express her concerns then and/or refuse final payment. 
  Since learning of Lindas displeasure with my training, Ive made MULTIPLE good faith attempts to work out a solution, but ***** has continued to refuse to speak on the phone. ***** still has the opportunity to call me and try and resolve her complaint.   

  Customer Answer

  Date: 03/03/2025

  good morning .. i dont think there was a response to my complaint.  i wish he would have made an attempt to resolve this as he said he wanted to do but refused to put it in writing.  what would be my next steps towards resolution? thank you so much for your time and help.

  respectfully,

  ***** deleonardis 

  Customer Answer

  Date: 03/03/2025

  i just sent an email to you but didnt include my case number. it is # ********. complaint about custom canine dog training,              thank you again                                  ***** deleonardis 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22967679
  
  I am rejecting this response because:

  what *** stated is not true. i took him home 4 days early. its not like i took him out halfway. i was not happy with his training and for *** to suggest that it was i was is a lie. he was only interested in collecting his money as evidenced by an email where he states that i can take him early but i must still pay him  which i did. *** implies that 4 days would made a huge difference in my pups training which is ludicrous.  my dog was very terrified of a kennel once he returned home .. much more so then before he went for training. i sent *** videos of how terrified he now was!  he never had my dog socialized as promised and advertised on his website. my dog was never afraid of hardwood floors.. i have that type of floor and was never a problem. *** assured me that he would socialize my pup around his kids and never did. my dog did not understand the commands that *** confirms he taught him ( evidenced by an assessment made by a certified professional dog trainers report of what my dog understood within a couple of days of bringing him home. *** offers no offers of a refund. he offers more training. i would never take him back there. instead had my dog trained in 1 1/2 weeks by a certified trainer who taught him more in 1 1/2 weeks than *** taught him in 3 1/2 weeks. i do not want to talk on the phone because i do not trust jeds words. if he truly wanted to resolve this i do not understand why he will not put his idea of resolution in writing. he only keeps repeating to me that there is a contract in place i believe that contract was breached. it seems to me that *** has no intention of refunding my money for a job he did not do. 

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22967679
  
  I am rejecting this response because:

  what *** stated is not true. i took him home 4 days early. its not like i took him out halfway. i was not happy with his training and for *** to suggest that it was i was is a lie. he was only interested in collecting his money as evidenced by an email where he states that i can take him early but i must still pay him  which i did. *** implies that 4 days would made a huge difference in my pups training which is ludicrous.  my dog was very terrified of a kennel once he returned home .. much more so then before he went for training. i sent *** videos of how terrified he now was!  he never had my dog socialized as promised and advertised on his website. my dog was never afraid of hardwood floors.. i have that type of floor and was never a problem. *** assured me that he would socialize my pup around his kids and never did. my dog did not understand the commands that *** confirms he taught him ( evidenced by an assessment made by a certified professional dog trainers report of what my dog understood within a couple of days of bringing him home. *** offers no offers of a refund. he offers more training. i would never take him back there. instead had my dog trained in 1 1/2 weeks by a certified trainer who taught him more in 1 1/2 weeks than *** taught him in 3 1/2 weeks. i do not want to talk on the phone because i do not trust jeds words. if he truly wanted to resolve this i do not understand why he will not put his idea of resolution in writing. he only keeps repeating to me that there is a contract in place i believe that contract was breached. it seems to me that *** has no intention of refunding my money for a job he did not do. 

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

  Customer Answer

  Date: 03/03/2025

  i will do as you ask. the reason i was wanting a written proposal from *** is because he has not been truthful with me  he wrote to you that he wanted to resolve the issue but only on the phone. im afraid that he will not be honest on what was said. i was trying to avoid a he said she said situation. i felt that if he truly wanted to resolve it he would have no problem putting it in an email. again, i will follow your direction. 

  Customer Answer

  Date: 03/04/2025

  good morning. so, i spoke to *** who said that he would be willing to refund 4 days. i took my dog home 4 days early. besides that he has a list of things that he is requiring me to sign such as a non disclosure agreement, non disparagement agreement, agreement that i wont take him to court snd other agreements in which his attorney has suggested.  he said if i dont accept those things that the conversation is over.  i dont think his offer is in anyway fair. 

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business Response

  Date: 03/10/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.  I tried to have a civil conversation with ***** and negotiate a refund in good faith.  She hung up on me when I made a legitimate offer to her and didn't offer any counter

  Thank you.