Complaints

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• Initial Complaint

  Date:12/13/2024

  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.

  I was searching for a dog trainer that helps with behavior issues with dogs. My dog has toy aggression and chasing the cat whenever shes around, jumping on people and barking. I found k-9 nation I talked to them explained that I my dog already knew sit come kennel shake and all that I wanted them to focus on the behavior things they told me they would I sent nugzs for 2 weeks because thats what they suggested not 3 or a month 2 weeks. He said they would learn all these other things heel manner lay down. After 2 weeks we picked up my dog and he didnt know sit, lay down, still jumping on us and when I asked if they had helped his toy aggression and chasing a cat they told me he didnt display any of those so we didnt work with him on those. That was literally what I paided for instead of giving me the chance to come pick him up after a week since they werent working on what I had clearly voiced. After returning home Nugzs nipped at my son not ******* him but my dog got worse not any help not better I reached out to the people I paided to help me and they suggested rehoming my dog if I couldnt handle it. I just paided them to help me handle it so what did I pay for??

  

  Business Response

  Date: 12/17/2024

  Dear Mckynna,
  
  
  We understand how important it is to address behavioral issues and ensure that you and your dog feel supported during and after training. During our initial consultation, we discussed Nugzs behavioral challenges, including toy aggression, cat-chasing, and jumping. These goals were incorporated into the training plan. As outlined in the signed contract, K-9 Nation works on behaviors that present themselves during the training period. Unfortunately, Nugzs did not exhibit toy aggression or cat-chasing behaviors while in our care, making it difficult to address these issues directly in a controlled environment.
  
  
  Our trainers worked diligently on the foundational behaviors and manners outlined in the agreement, including addressing jumping and reinforcing commands. At pickup, we provided a detailed handover and recommendations for continuing at-home training, which is essential to maintaining and building on the progress made during the program.
  
  
  We are deeply sorry to hear about the challenges you experienced after Nugzs return home, including the nipping incident with your son. As stated in the contract, while we strive to provide the best training possible, we cannot guarantee specific behavioral outcomes or long-term results without ongoing reinforcement and follow-through at home.
  
  
  Our suggestion to consider rehoming was made only as a last resort, prioritizing Nugzs safety and well-being if you felt unable to manage his behavior further. This suggestion was not made lightly and was intended to explore all potential solutions.
  
  
  Regarding Your Request for a Refund
  
  
  The signed contract (Section 6) specifies that K-9 Nation does not guarantee training results, as these depend on the dogs individual response and consistent reinforcement at home. Additionally, the fees paid covered the professional services, boarding, care, and training provided during the agreed-upon two-week period. Therefore, a refund is not warranted under the terms of the contract.
  
  
  Moving Forward
  
  
  We value your satisfaction and are committed to helping you address Nugzs challenges. As a gesture of goodwill, we would like to offer the following:
  A complimentary follow-up training session to work on the behaviors youre still experiencing.
  A consultation to provide additional strategies for managing Nugzs behavior at home.
  
  
  We are here to support you and Nugzs as you continue your training journey. Please contact us to schedule the follow-up session or discuss further assistance.
  
  
  Thank you for trusting K-9 Nation to work with Nugzs, and we hope to help you achieve lasting success with his training.
  
  
  Sincerely,
  ****** *****
  Owner, K-9 Nation
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22657130
  
  I am rejecting this response because: I never signed a contract the only thing i signed was a paper that stated what his diet was what i paid for the one week because i never agreed to 2 weeks as stated in texts you were supposed to contact me and let me know if he needed another week or didnt you never updated on the behaviors nor told me he didnt display the behavior I had mentioned what was the point of sending him to you if you werent going to fix the issues I needed fixed thats stealing money. I didnt ask you to teach him to sit I asked you to teach him how to not have toy aggression. Also again I never signed a contract please provide me the contact I signed because I never did and I was never informed of this contact the only thing I signed was for the 700 saying this was my vet this is the diet hes on and how to feed him nothing else was signed so again provide the contract with my signature that said I agreed to pay you 1400 for teaching my dog to sit and ignore what training I asked you to focus on. These people have taken 1400 dollars away from me and left me with the option to rehome my dog when I paided them to help me. I had to seek a new trainer who I had to pay again to do the job I paided them to do. That is why Im requesting a half refund not a full. This is not okay and the person who is training my dog has no idea why they didnt focus on bringing out the behaviors to train him for what I asked. They just said one day hes there and he just needs to be focused on sitting nothing of what they offered on there guaranteed things they will learn. They advised that my dog would sit, heel, load up, anxiety, lay down, manners he learned nothing but sit I just want the half refund so I can continue nugzs training with someone who actually wants to focus on what I paided them for not there own agenda and options to rehome a dog for behaviors. These people work with dogs and there advice is the rip your paw family members away from there only family. This is heartbreaking and disturbing they work with animals.

  also they stated we would get 6 training sessions together and my dog would go out in public 12 times in public they did 1 training session with me and maybe took my dog out 3 times this isnt what I payed for nor agreed to. Like I said I never signed a contract. Please provide a proof of my signature because I have a very unique signature and you never gave me any copy of said contract only a sheet with a few lessons thats it.

  
  Sincerely,
  
  Mckynna *******

  

  Business Response

  Date: 12/27/2024

  Thank you for sharing your concerns. I take all feedback seriously and want to address each of your points with clarity.
  
  
  1.Contract and Payment Agreement
  You signed a form that outlined Nugzs diet, the services requested, and the initial payment of $700 per week. While you claim there was no signed contract for the full training program, this form served as an acknowledgment of the services rendered.
  
  
  2.Off-Site Visits and Public Training
  Nugz completed all his off-site training sessions, as outlined in the program. These included visits to public areas in towns and around **********. Videos and updates were provided during these outings to ensure you were informed of his progress.
  
  
  3.Private Lessons
  Our program includes three private ******s for clients enrolled in the three-week training program. Since you opted for two weeks, you were provided with two private ******s: one in my shop and another at Tractor Supply. Both sessions were documented with photos and videos, which were shared with you.
  
  
  4.Training Goals
  While foundational obedience, such as sitting and heeling, was emphasized to create a basis for addressing behavioral issues like toy aggression, I understand you feel the program did not fully meet your expectations. I worked to provide tools and strategies for Nugzs progress, but consistent follow-through at home is equally important for success.
  
  
  5.Follow-Up Lesson
  A follow-up ****** was offered to address any additional concerns, but this was declined. I regret that you chose not to take advantage of this opportunity, as it was meant to further support Nugzs development.
  
  
  6.Rehoming Advice
  Rehoming is never a suggestion made lightly and is only discussed as a last resort when significant safety risks are present or based on an owners expressed concerns. If this advice caused any distress, I sincerely apologize.
  
  
  We have provided all the services outlined in your agreement and have offered additional support. At this time, we will not engage further in this matter, as we have given clear options for resolution and will not argue.
  
  
  Sincerely,
  ****** *****
  K-9 Nation