Complaints

This profile includes complaints for Puppy Preparatory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puppy Preparatory

  4343 Craig Ave Charlotte, NC 28211-3111

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  Puppy Preparatory

  125 Remount Rd Ste C1 PMB 1070 Charlotte, NC 28203-6459

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:05/20/2025

  Type:Order 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.

   
  I am rejecting this response because:  I received a text from ***** stating that you thought something would be sent to me to schedule the session.  Calls went unresponsive and even with me reaching out to third parties BBB and disputes with financial institutions you still have never reached out.  
  

  I texted and provided everything you requested but you left me with no response or help.  

   

  
  did not meet the expectations set, nor the value of the price charged. There has been a complete lack of post-training support, and Remis behavior suggests that the core elements of training were not delivered as agreed ******* this point, I am requesting a full reimbursement of the $3,200 paid, as I believe this situation constitutes a breach of agreement and misrepresentation of services. I am hoping we can resolve this directly and professionally.

  Business Response

  Date: 05/20/2025

  Dear *******,

  Thank you for taking the time to share your concerns. We thoroughly enjoyed working with Remi during his Board & Train program. He is a bright and spirited puppy, and our team was proud of the progress he made during his time with us.

  At Puppy Preparatory, we are committed to providing comprehensive info and support throughout each dogs stay and their transition home. Remi participated in our structured curriculum, which included crate and potty training, foundational obedience, leash work, socialization, and desensitization. Progress reports were provided, outlining his development and the training techniques we used.

  Regarding specific grad materials, you received:
  -A pre-graduation email with command overviews, hand signals, transition tips, and FAQs
  -A printed graduation notebook with extensive additional resources 
  -Instructional videos of Remi working with the trainer along with other relevant videos
  -A personalized PDF training report
  -Multiple invitations to schedule your complimentary virtual sessionsshared via email (pre-grad, graduation, and check-ins), the notebook cover pages, our app, and website

  After your outreach, we responded with additional guidance and again invited you to schedule support. 
  
  Unfortunately, no session was booked, and the training videosdesigned to demonstrate Remis progress and teach youwere not viewed.

  Our agreement includes the Puppy Preparatory Pledge, which outlines that ongoing success requires time, consistency, and active participation at home.

  While we regret that the experience did not meet your expectations, we cannot be held responsible for resources provided but left unused. We are confident the services were rendered as advertised and therefore cannot issue a refund. 
  
  However, we remain available and would be happy to provide support through your included virtual sessions. 

  
  Sincerely,
  Jamie *******
  Owner, Puppy Preparatory

  Business Response

  Date: 05/26/2025

  Hi *******,
  
  Im so glad we were able to connect over the phone and identify the issue with Remys graduation materials and follow-up emails as a technology error. Im truly sorry this happened, as those materials and virtual support are a crucial part of ensuring success after graduation.
  
  We put an abundance of time, energy, and effort into every dog we train, and our goal is always to see them thrive long-term. While its not uncommon for clients to become busy after their dog returns home, we do our best to be proactive by sending multiple check-ins and keeping the virtual support link easily accessible. I had assumed this might have been the case with Remy, but I completely understand how it felt from your perspective when the resources didnt reach you.
  
  We also addressed the reversed charge during our call. I understand you explained the situation (at the time, believing we did not provide resources) and your bank categorized it as a cancellation of a recurring charge, though it wasnt actually recurring.
  
  I hope that with the materials now in hand and open communication, we can move this conversation off the BBB platform and work together directly to resolve everything. Im providing this response here to fulfill BBBs requirements and avoid a more negative ***** but my intention is to stay in touch with you directly using the updated email you provided.
  
  Thank you again for your time and understanding, *******. I look forward to working with you to ensure ***** continued success.
  
  Best regards,
  *****

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.