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:08/29/2023

  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.

  8/22/23: I made a reservation (9/5-9/19/23) for dog training for a rescue (*****) and spoke to ******* (owner's son) telling him that I needed basic manners for her. He asked if she was aggressive and I Said no, just needs some training with basic commands. He said he needed a ****. deposit of a **** training fee. I gave him my credit card, never mentioned anything about it being non-refundable. 8/24/23: Called to cancel the training as I saw he put her in an aggressive dog class. I thought this was too expensive for the basic training she needed. I still wanted to board her 9/5-9/11 tho. I was told the ****. was non-refundable. I was told I could use the ****. for future services (boarding for 5 days was 390. so they would hold onto 600 for future services. I said that's fine but I need the balance back (600.) and I gave plenty of notice for the cancellation. Club K9 was not out anything; no time, no money, no nothing. I asked to speak to **** but was told he was "on the road" and unavailable. My husband called and got ahold of **** who said that no way were we getting our ****. back and that he's done this numerous times and he always wins. He said that my contract from 2020 that I signed for my dog, Whiskey, was binding for any other subsequent services at club K9 even tho its for a new dog and 3 years later. ******* knew exactly what he was doing. Needless to say, ******* was rude and arrogant as noted in the many online reviews. I tried to access my club k9 account to make sure there was no credit cards giving them access to more money but I'd been blocked. So, I am NOT able to utilize any money from the ****. as offered. This guy and his mother have obviously done this may times. I'm amazed how loyal customers can be treated so poorly. So I am out ****. from Club K9, they're ****. richer bc I trusted them. I'm very surprised they are still in business with these unethical business practices. Something tells me it will catch up to them.

  Business Response

  Date: 09/13/2023

  The client entered into a signed agreement. The client violated the agreement by withdrawing her dog and not completing the training program. The agreement clearly stated withdrawing from the program at any time did not end her financial obligations. The client accepted all the terms prior to her dogs training willingly and entered into the agreement. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20518479
  
  I am rejecting this response because:
  He is not being truthful!  There was NO SIGNED agreement. Ask him to produce it.  He cant. It does not exist. The Attorney General will make him produce this fictional document.  These are desperate people. Beware! 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2023

  The lies are sad. Coming from one law enforcement family to another. Use of your law enforcement occupation to make threats like your husband did are truly sad. Your credit card company even rejected your charge back after we supplied the signed contract between yourself and Club K9. Your husbands actions and threats are why we have chosen to end the professional relationship. Almost 40 years our family has been serving the animal industry training over ****** dogs. We know not every single customer is going to be satisfied. However Club K9 and our family will always do our best to end professional relations amicably so that everyone is happy. Unfortunately that wasn't going to happen with the attack your husband put on. Your slander of our family business and attacked of our family say it all. Actions speak for themselves. 

• Initial Complaint

  Date:11/10/2022

  Type:Order 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.

  The date of the first transaction was September 21,2022. A deposit of $1000 was charged to my credit card. The charge was a deposit for Service *** training in the amount of $6800. I was charged processing fees of $25.64, $61.54, $87.18 for a total of $6974.36. The final charge was charged on September 26, 2022.I was in the hospital when I inquired about the service *** training. I explained that I am a 71-year-old, disabled woman and I was in the hospital because I had a broken back and was unable to do any of the necessary admission procedures. I was given permission from ********************************* for my neighbor to accompanied pepper, my Carolina *** that would be enrolled in the service *** training for her evaluation. ******************************* took Pepper to *********************, he was greated and explained that he was checking in for pepper on behalf of myself, *******************, he explained he was my across the street neighbor. The employee proceeded to do the evaluation of Pepper. He walked her around to see her temperament in unknown location/situations. It took maybe five minutes total, the employee asked if he knew how old ****** was he explain he did not. The employee had ****** number so ***** explained if there was any further questions he could follow up directly with ***** at the number he had directly. That was the only question ******* asked of *****. ******* said ***** was not required to sign anything and or do anything else on his end. The evaluation was completed.I received notice that ****** had passed and was accepted Into the program.The $1000 + processing fee was then charged to my credit card.The business committed to providing a proper service *** training program. After many attempts to discuss the problems with their service *** program, I was informed that the service *** program, I enrolled in was just a extended obedience program. There was extra charges for task training. They did not live up to their contract.

  Business Response

  Date: 11/10/2022

  All payments and deposits are nonrefundable. This is made very clear prior to training. Services are not guaranteed results do very. A refund is not being offered at this time. It was your *********** to enroll Pepper in training, proceed with training while learning along side her here at our facility for weeks, and your final decision to remove pepper from training. Your obligation financial obligation did not change. See below very clearly detailed in our contract you signed and willing entered into. 

  Payments and/or deposits are required to save a date for your pet. When you make a reservation we have saved that place, either in a training class, hotel room, with our groomer or daycare staff specifically for your pet upon your request. We make plans with staff to properly care for your pet while in our care. For this reason money paid for deposits and services reserved is due and non refundable, all outstanding balances are due before pet(s) are released. *Credit can be transferred to your account, upon the discretion of our staff, on an individual basis. Not paying for services received is considered abandonment of said animal, however your financial obligation for your pets care does not end with abandonment while your pet(s) remain in Club K9 Care. Non Payment of reservations or services received is considered a breach of contract. I agree that my pet will not be released from Club K9 with money owed and I am responsible for fees for my pets care until I pay all money owed. 
  
  Each hotel reservation requires a $50 non-refundable deposit to secure your requested dates. The balance is due within 24 hours of your check-in day and will be charged to your card you have loaded onto your account. Hotel reservations over a holiday require payment in full 7 days prior to check-in.
  
  We do accept Credit Cards, however a 2.5% Service Fee is added to all card charges. We no not accept Cashier or Money Orders without prior approval. We do accept personal or business checks and cash. 
  
  By loading your card onto your portal you agree and authorize Club K9 to charge your card for fees payable according to the fee schedule.
  
  Training Programs require a $1000 non-refundable deposit to reserve a start date in a class. Your second payment (half of program fee includes deposit) is due 24 hours prior to your dogs scheduled start date. Your final payment (remaining half of program fees) is due 24 hours prior to your pets scheduled exit day. Remote Training collars are not included in program fees. *By loading your card onto your portal you agree and authorize Club K9 to charge your card for fees payable according to the fee schedule.
  
  Note: Late check-in and early check-out is not refundable, either from our hotel or a training program. Our staff and space are limited and you agree to fulfill your obligation to financially pay for services you reserve for the length of your reserved dates. If you remove your dog early or arrive late from a reserved service, your financial commitment to Club K9 does not change. Any legal action that *** arise brought by either party, I agree I am solely responsible for all involved parties attorney and legal fees.
  
  Chargebacks: You agree that you have read and agreed to our payment terms. This is the terms of doing financial transactions at Club K9. You agree that if for any reason you decide to file what is knows as a bank dispute or chargeback that you will be charged an administrative fee of $250. for each time our office staff is required to file an answer to your dispute. This fee is added to your account per this agreement as terms of this and all transactions. This is $250 per required answered of supplied documents or answers. 
  
  Dogs are live animals with individual minds and needs.It is unpredictable how any dog will respond to a new atmosphere, training or behavior modification. Services of any kind are not guaranteed. 
  
  I authorize, agree and consent to Club K9 charging my charge/debit card entered onto my secure online portal for services reserved and or received per the above terms.

  Training Programs: 
  
  Arrival Day:  The day your pet arrives at our center is schedule by an appointment. This allows our staff to give you the appropriate time to have all your questions answered. This also gives our trainer the time needs to evaluate and talk about our program with you.
  
  First ******* ******************* Dog and Aggression Modification Programs): I understand that my first ****** time is scheduled and given to me at the time of drop off, which is a minimum of 14 days advance notice. First ******s are when we teach all handlers the skills needed to participate in future handler classes. I understand that my program includes two handlers per dog and all handlers must attend this first ******. Guests, including children, *** not attend classes. Due to the privacy of other dogs and clients in class I agree that no filming or photos in group classes is permitted. I understand that for safety children, unless a handler of the dog, *** not attend classes. If I cannot make this scheduled first ****** time, I understand it is my responsibility to schedule a private ****** to catch up before I can begin to attend the group classes scheduled and included in my training package. I understand this private ****** is at an additional fee. 
  
  Classes During Your Pets Stay: (Included in ****************** Dog and Aggression Modification Programs): I understand that the ******s to teach me to handle my dog are a crucial part of the process. I understand that these are preset times and small group sessions. I agree that If my schedule does not permit me to attend the appropriate number of classes to be able to properly communicate with and handle my dog, that I will need to schedule and pay for private ******s to catch up to my dogs class.
  
  Exit Class/Going Home Day: (All Programs) I understand that the day my dog is scheduled to go home is Club K9's best estimate of the day my dog(s) will complete his/her training to Club K9 standards. If my dog(s) stays after this date, due to the trainers feeling the the dog needs extra time, there is no fee for additional training days. I understand that I have made a reservation for a class with an arrival and exit day and am obligated to pay for the entire program per my payment agreement. Early exit for any reason does not negate my financial obligation for my reservation. 
  
  I agree that if my dog stays at Club K9 due to either my inability to properly handle the dog due to a lack of class attendance, or not being able to make the day of my pets scheduled exit ******, daily charges will be added for the pets extra stay at Club K9 facility and class.
  
  Follow up Classes: ******************* Dog and Aggression Modification Programs): After my pet goes home, I understand that the consecutive next four weeks of handler sessions are included in my training package. I understand that my dogs success depends on my attendance of theses classes. I understand that my attendance to the preset scheduled classes is to practice under supervision my handler skills. I understand that If my program includes ******s for my pet after their exit, and I cannot attend the small group classes, it is my responsibility to schedule and pay the fee for private ******s needed. I understand that Club K9 is committed to my pets success, and consider my pet a walking live billboard of their facility.  I understand that as long as I am committed and have attended my classes on schedule, Club K9 will give me full support. I understand that my dogs training results are not guaranteed based on the facilities inability to force me to do my part   
  
  What to Bring: I understand that I must provide: enough food for my pets stay. (no container or scoop) Two small blanket that can fit in a washing machine.  
  
  I agree and confirm that the training method of Club K9 has been explained to me thoroughly to my satisfaction. I am aware that the facility uses human praise and remote training collars as part of their methodology.  
  
  Note: We cannot accommodate requests for visitation time or photos of your pet while they are in training. Our trainers are focused on the scheduled progress of dogs in training. Removing dogs from class for visits or photos is not part of their scheduled day and we ask your understanding that this policy is for the best interest of all dogs. 
  
  Club K9 is a dog training facility. Dogs are live animals with unpredictable behavior. I agree to accept full responsibility for my decision to come to the facility and hold all entities and staff harmless. Our facility is not a safe environment for minor children. Children are permitted to attend classes if they are one of the handlers participating in your dogs program. 

  I am the legal owner of the pet(s) I have on my pet profile and have full authority to make accommodations for the pet(s). I understand that I am solely responsible for any harm incurred or caused by or to my dog(s) while in Training, Daycare or Overnight Boarding at Club K9. I also understand and agree that in admitting my dog(s), Club K9 has relied on my representation that my dog(s) is/are in good health and does not show any signs of sickness and has/have not harmed or shown aggressive or threatening behavior towards any person or any other dog. If this is the case, I have disclosed this on the Pet Profile behavior section. I understand that the honest completion of my pets profile is a crucial aid for Club K9 staff to learn important details about my pet. However, as Club K9 is a cage free environment there are inherent risks that I accept.
  
  While my dog is in the care and custody of Club K9, and I am unreachable in the event of an emergency, I hereby authorize Club K9, its agent, and/or representatives to seek immediate medical veterinary care for my dog. This consent included diagnoses, treatment and all procedures at the veterinarians discretion. I understand that all costs in connection therewith, including transportation, veterinary, medical, and otherwise, shall be my sole responsibility. I am herewith providing Club K9 with credit card information to be used to cover any and all expenses for my dog(s).
  
  I understand that the security of my pet is my responsibility to accurately complete my online portal. By naming an Emergency Contact, and giving that person my security pin, I authorize that person to be contacted in an emergency and pick up my pet if I become unavailable for any reason. I understand that Club K9 requires a security pin to release my pet, and it is my responsibility to enter the security pin onto my account, guard my pin, and only share it with a person I consent to pick up my dog from Club K9 care. If I have not shared my security pin or am unable to give my pets security pin to a person, I understand that ********************** will require a legal court document to release my pet from their care.  
  
  I fully understand that although my dog(s) is/are current on their vaccinations, the chance of getting sick still exists. Much like taking a child to daycare, the dogs play and interact together and can contract coughs, colds, and related illnesses. Club K9 takes every precaution possible to clean and disinfect the facility; however, I understand the possibility exists and will not hold Club K9 responsible for any illnesses or responsible for any related vet bills should my dog(s) get sick during or after their stay. Club K9 takes great care to monitor dogs and keep them from harm, however illnesses and accidents can happen, either thru play or other activities. I understand this risk and hold Club K9 not responsible for any illness or physical injuries to my pet. I further release and discharge Club K9 owner, and its employees from any liability, claims and damages in connection therewith. 
  
  I understand that I am financially obligated for all services reserved, requested or required for my dog(s) while in the care of Club K9. I understand that neglect of payment for boarding, daycare and training services for this agreement is considered abandoned. I understand and agree that non-payment for a period of more than 24 hours will result in a text, email and or phone call with a verbal courtesy notice. If I have not picked up my pet(s) as scheduled, paid monies due as scheduled, made contact with Club K9 to make extended stay arrangements with payment, and/or denied contact from Club K9, my pet(s) will not be release to me until all money owed is paid. I understand my pet *** be turned over to the local animal shelter, a ****** home or made available for permanent adoption. I understand that my financial obligation for my pets care continues for the time my pet(s) are in Club K9 care. 
  
  I fully understand that my pet(s) will not be released to me until my fees contracted are paid in full. For the purpose of this agreement, the term abandonment means to forsake entirely or refuse or make contact about my pet, deny needed medical care, food, as well as payment for services rendered or reserved. Such abandonment shall constitute the relinquishment of all rights and claim by the owner to said dog(s), however does not release me of my financial obligation for my pet(s) while in Club K9 care. 
  
  I understand that the *****************, *************** is the legal jurisdiction of any disputes that escalate to legal procedures. I agree that all disputes will be filed with small claims court or settled through arbitration. I agree that I am responsible for any and all legal and court fees incurred by Club K9 to enforce any agreements signed. 
  
  Payments; I agree that I will not do a chargeback for my service requested or received for training, hotel bookings, and purchases. By providing my card on my portal, I agree to use this card for money due per my request and payment schedule. I agree to pay all legal and court fees incurred to seek money due and unpaid from me to Club K9 if necessary. I understand Club K9 fee is $250. each time their accountant must reply to a dispute. 
  
  I certify that I have read and understand Club K9s rules and regulations as set forth in their Training, Doggie Daycare and Boarding printed information, and that I have read and understand this agreement. I agree to abide by the rules and regulations and accept all the terms, conditions, and statements of this agreement.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18381996
  
  I am rejecting this response because:
  After 5 weeks of training and several attempts to get the several training issues resolved. We had requested a meeting with management because pepper was not advancing and they werent listening to my needs were. When we arrived for the class we were informed that the owner ********************* Had to leave and was not sure he was going to make it back before our class ended and he could meet with us. ********************* and I learned from ***** the office manager that ****** could not be trained to pull me out of a chair. I had inquired why pepper was not being trained to perform any of the tasks I need her to do (pulling me from a chair had not been one of them) and further why no one had ever inquired about those tasks that I needed her to perform. ***** informed us that the $6800 Service Dog Training program I had enrolled Pepper in was just a extended obedience training program and if I wanted Service Dog task training there would be extra charges and extra time for that.

  We expressed concern that that was not what we had signed up for nor what we understood from any of the information that we had been given that it was just an extended obedience training course. Again I expressed concern that no one had ever asked what tasks I needed to have done or why I needed a service dog. They put me in a rather large class with a young trainer who wanted me to participate with the class as if I did not use a ******. When I explained to him that I could not do the steps, foot work and ***** work that he was having his class due and if the dog went behind me another time and I tripped and fell I could be paralyzed, he got angry and frustrated and hollered at ***** one of the other trainers and sad ***** can you take her?. ***** had to interrupt his class to come over and get pepper and sit me in a chair while he got to a point with his class that he could come and assist me, he had me walk back-and-forth behind his class with ******, I was so beat up from the other trainers insistence on me participating in A way that was improper for me I had to tell ************ was going to have to end the class early and put pepper in her room.

  ********************* saw what was happening, came and got pepper, retrieved their ****** and finish the class by walking pepper back-and-forth where no one was utilizing the space. As we were ready to leave ***** came running and said ***** had just come in and he was going to get him to speak with us. ***** was busy speaking with his attorney so we had wait while he tried to accomplish some signing of contracts, he finally had to ask his attorney to wait until the next day so he could speak with us. I had agreed after a long discussion with ***** to let him evaluate pepper because his son ******* had expressed that he didnt think pepper could perform the tasks that I needed her to because of my size. ***** said he was going to take three days to work with ****** to see if she was able to do the one task that I expressed to everyone that I needed her to do. After learning that ***** was not going to even be there for those three days I was concerned over peppers well-being and decided to withdraw her from the class. 

  ********************* drove me to pick up Pepper the next morning. No one would answer the door so I had to knock on the window they finally answered the door and let us in. Explain that I was there to pick up pepper and was told that I was not able to take her. The young lady that I was speaking with went and got ***** who explained that he could not release pepper without someone in authority giving him permission. I explained to them that he needed to call and get permission from whoever he needed to do so with that I was taking Pepper home. He finally reached ***** and ***** agreed to allow us to take ****** home, she agreed that she would not charge my credit card for the remainder of the charges until I had the opportunity to speak with ***** again. ***** had ***** pack up the remainder of peppers food and her blankets and take her to the car for us. 
  

  I found that the credit card had been charged and called in to discuss the matter, ******* was in the facility, I explained that I would like to speak with his father ***** because that was who I had had the conversation with while he, ******* was out of town. I also explained that ***** said she would not charge for the second half of the fee. ******* went on to say that he was now up to speed on what was going on and that his father was not going to talk to me, ******* was in charge and I was responsible for the whole fee because Ive finished five weeks of the six week program.explain first of all that I had not received any copies of any of the contracts or anything else that they said I had signed, that the evening we dropped ****** off we were told would be sent to us. *********************** insisted if I wanted copies of anything I had to come over to the office to get them. I drove over there and picked up the contracts/information that he insisted I had signed.
  

  Theres several issues with those papers that he provided. First the date on the top of the paperwork says 8/7/22, there are no staff initials, there are pages missing and the private training confirmation information is missing her gender her age and it shows a Service dog 10 week program. ******* was supposed to find/obtain peppers veterinary in information/shot records which he never did. ******* also told me that he was unaware that I needed a ****** full-time. Not sure how he didnt know that I presented with a ****** he knew I was in the hospital with a broken back and that I was disabled to begin with. He also understood that I have a service dog at home That pepper was training to replace in the future.
  

  When Pepper went into the Club K9 Service Dog training program she was already able to perform several of the tasks that I needed her to perform for me. I had been unable to leash train her and I had tried to leash train her with my ****** in the backyard but my finger got tangled with the leash and dislocated. I had had four weeks of physical Therapy for my right hand pinky finger before I broke my back and ended up in the hospital. This had all been discussed with ******* when the arrangements were made for my neighbor to bring pepper in for testing, to see whether or not she could be enrolled in the Club K9 Service Dog training program. 
  

  The problems with the Club K9 Service Dog training are well documented and witnessed by several people. ****** came home doing many things she as a Service Dog should not do. The people that took care of my dogs while I was in the hospital can verify several issues that ****** didnt have before going into training at Club K9. There will verify she lost ground. 

  The notice I received/copy attached

  Re: your booking summary from club K9 on October 29 at 9:58 AM

  Date of payment 
  

  September 21, 2022     $1025.64

  September 26, 2022     $2461.54

  October 29, 2022          $3487.18

   

  I was charged the same time we took her out of the facility, even though I was told I would not be charged. ****** did not live up to their training responsibility as advertised or discussed. ****** came home with new issues, she had lost weight and was acting as though someone had been hitting her. I want a full refund and if I dont get it I will be filing a small claims action.

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

  Business Response

  Date: 11/22/2022

  A refund as requested will not be offered at this time as we find this request unreasonable. 

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair 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.

  My dog was brought in yesterday 9/28/22 at 9:15a. I picked up my dog today prior to 9:00am. Club K9 charged me $6500 for one night. The reason why I took her today was because last night I went to go check on the building to see what was going on. It was around 9pm. All the shades were down, and I knocked on the door, and a lady answered, who was extremely rude and asked what I want. At the same time this man who had already seen sitting on his car, watching the front door, came up to her and told her that she only has a limited amount of time and she doesn't wanna miss out on this opportunity. The lady who works there told him she knows and will b with him as soon as she was done getting dogs in their cages. I had no idea what in the h*** was going on, but it certainly didn't feel good. Every dog in the building was barking and clearly distressed. I could not reach any of the numbers given to me at check in. No ER number. On top of this, the parking lot is connected apparently to a liquor store. My bad for not doing more research. However, they are refusing to refund me any money.

  Business Response

  Date: 11/07/2022

  Our policies are made very clear to all clients. The client agree by electronically signing our payment policy agreement on Sep 25, 2022 at 11:42am. Payments and/or deposits are required to save a date for your pet. When you make a reservation we have saved that place, either in a training class, hotel room, with our groomer or daycare staff specifically for your pet upon your request. We make plans with staff to properly care for your pet while in our care. For this reason money paid for deposits and services reserved is due and non refundable, all outstanding balances are due before pet(s) are released. By loading your card onto your portal you agree and authorize Club K9 to charge your card for fees payable according to the fee schedule.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18143045
  
  I am rejecting this response because:

  This also assumes the pet will be safe under the care of the business   As the complaint shows, they compromised the safety of my pet.  They failed to respond to this.

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

  Business Response

  Date: 11/08/2022

  Zero prof has supplied of unsafe conditions. We currently have 50 dogs in our care with no other clients have this complaint. Our facility has an A+ rating with *************** Animal Control. As well exceeds all licensing requirements set by the city and state. The health and safety of all dogs under or care is our number one priority.