Complaints

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• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  2y/o German Shepherd displaying aggression towards me (growling when at his kennel and/or putting collar/leash on). Fidelity K9's 6 wk Board&Train started 1/27/24, updates were weekly videos on FB page (all positive) until 5 weeks (2/29/24). ***** ***** (owner) said our dog’s progress was limited & variable because he is moody & ***** suspected anxiety recommending medication, which our vet provided next day. A positive graduation update was posted on 3/4/24.
  At 3/8/24 pick up, ***** reviewed a trainer’s report he hadn’t read yet that said our dog nipped a female trainer & concluded that our dog is “unpredictable,” “constantly in an anxious state,” “anxiety manifests in aggressive or unwanted acts,” and “the fact that he acts out against the trainers he is the closest to gives me concern for the safety of those around him.”
  At reintroduction our dog’s hackles were raised & he began growling at me. I was asked to leave then there were 2 trainers each with a leash on either side of our dog. Our dog didn’t calm even after walking outside with trainers and husband.
  ***** and *** (trainer) said they wouldn’t bring our dog around kids. They recommended my husband be the only one to work with our dog for at least 2 wks, don’t use prong collar as it upsets our dog (they only used electronic), our kids not go near kennel (trainers avoided working at kennel), & keep house as quiet as possible. We explained this didn’t seem safe or feasible in our home as our dog’s aggression had escalated while in their care.
  ***** said our options were rehoming or putting the dog down & he’d keep the dog for a day while we decided. While talking to our vet to find resources for rehoming, ***** called that he’d found someone who could take our dog. We felt this was our only option. We paid nearly $3,490 to be misled on our dog's progress rather than being honest so we can prepare and decide on the right path rather than blindside us at pick up with a dog too unsafe for our home.

  Business Response

  Date: 03/27/2024

  I was very clear from the beginning, as I always am, that we cannot make any guarantees on aggressive behavior we have a way to address it but it doesn't always work. No one has a magic bullet. No one is always successful with these kinds of problems. I tried to include 1 of the 21 calls between us where I was clear that we do not guarantee to resolve aggression I also tried to include a shortened version of training video I did with you where multiple time I said statements like "I hope", "my hope is" and many other phrases that should have been clear we try to address the aggression through obedience training but it is not assured. I was able to include some pictures of the dog when we were able to safely take him to many public places without incident. The updates you refer to are videos of us working your dog in a safe manner. Today the dog is doing great with a new owner he showed no aggression from the moment they met. I've included pictures of the dog with his new owner. I have so much supporting documentation and recordings that I can't include it all here because of the limitation of this system.

  
  I understand that this is very painful, but please don't mistake a look of compassion with guilt. Please don't confuse honest humility with incompetence. We hurt for you but the truth is we gave ****** every chance to succeed and we were very surprised at his response to you. We did not see that level of aggression from him during our time with him. 
  
  
  The care that we provide is expensive (1st and 2nd shift workers 7 days a week for 6 weeks as well as housing).  My staff and I are accomplished trainers having won awards and international certifications. We don't do what we do for the money as any one of my staff will tell you they could all go somewhere else and make more money. We do it because we love the dogs and the people who own them.  I myself have not taken a salary in months since the down-turn in the economy. Even before that I have never made more per hour than even the lowest paid staff member on my team. I couldn't afford to do this if I didn't have a wonderful wife who is successful and supports my dream.
  
  
  In the end, you can choose to make me the villain in this story but it isn't going to make you feel better. Please don't tell yourself that either you or I must be to blame. You didn't cause this and neither did I. It's just painful that doesn't mean there is a bad guy.
  In the end you paid for the training and you received the training. You were unwilling to work with us to try to make it work in your home and you surrendered the dog. If you would like the dog back I'm sure I could get the dog back to you. However, due to the chaotic nature of a house with 4 young children I wouldn't advise it..

  Business Response

  Date: 04/01/2024

  This client is using the BBB, as well as threatening emails and negative reviews to try to bully me into giving back the cost of their dogs training. The training was done, by professionals, and we do not guarantee results.

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I've included additional emails to demonstrate that I have never made any threats to or bullied ***** *****. My emails very clearly describe my dissatisfaction with Fidelity K9's 6 Week Board and Train program based on facts. My last email stating that I considered the issue unresolved was sent to make it clear that I did not feel the issue was resolved, what I felt a resolution looked like, and letting ***** know what my next steps would be. He did not reply.
  

  When looking for services there are sites I check to see what other consumers have to say about a business. This is an invaluable guide for consumers as it allows you to hear about the experience of other consumers, good and bad. Any review I have posted has included only facts and nothing that could be considered bullying. Consumers sharing their experiences is not bullying when it is merely listing out what actually occurred.

  The response I received from ***** ****** **** ** *** did not address any of my concerns and went as far as saying I was accusing him of being a villain. I merely listed the concerns I had in hopes that he acknowledge them; which he did not.

  I would argue that training was not provided. Our dog's aggressive behavior escalated to the point that he was no longer safe. The Trainer's Report confirms this. ***** stating that he cannot guarantee results should apply to situations where a dog is about the same after training, but not where a dog's aggressive behavior has escalated to unsafe levels.
  

  We were not adequately informed of our dog's behavior.

  1. We were not informed of our dog's variable training outcomes until 5 weeks.

  2. At 5 weeks, the issue was discussed as mere anxiety with medication recommended and ***** stating in an email on 02/29/2024 that our dog did not appear dangerous.
  

  3. A Facebook post said our dog "graduated" on 03/04/2024

  4. At pick up on 03/08/2024, we were informed by *****, **** and the Trainer's Report that our dog was unpredictable and unsafe.

  5. At pick up our dog immediately displayed aggression upon reintroduction to the point 2 trainers were restraining him. This level of aggression had NEVER occurred with anyone prior to the 6 Week Board and Train.

  6. Due to this level of aggression, rehoming was our only option. There was no way for my husband to be home 24/7 to handle the care of the dog in the hopes further training would help and we were not willing to risk our dog nipping someone else as he did while at Fidelity K9.

  I have never sated anything other than the facts in any correspondence I've had with ***** or in any review of Fidelity K9. There is no way this can be misconstrued as me "bullying" or "villainizing" anyone.
  

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