Complaints

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• Initial Complaint

  Date:02/26/2025

  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.

  We took our puppy to Mt Baldy Kennels for a 3 week board and train to have some behavioral issues dealt with. The main issues that we wanted dealt with were her uncontrollable jumping up and her ****************** which neither one was any better upon her return home .At the end of her third week I received a call from them stating that I needed to leave the pup for a few more days because her jumping up and anxiety were not improving she stayed for 5 more days so in total her stay was almost a month. I was supposed to be sent home with some essential training tools to continue her training at home. A place ****, slip lead and e collar these were not sent home with me because they were not ordered until she had already been there for two weeks. When I questioned them I was told sorry I had personal stuff going on and I forgot I was told the items were coming in I waited for a week not being able to continue any training with her. Finally I went ahead and ordered my own items and once received I began to resume her training. All the most important issues I needed dealt with were not any better and we had to start from square one after we got her home. The business is in violation of the contract we signed because I was not sent home with the tools I needed and the issues that were supposed to be dealt with were not. I have requested a full refund from them for these reasons in my communications with them it was implied that the problems I was having were my fault for not following through with her training which I did not because I wasn't given the tools I needed to do so.

  Business Response

  Date: 02/27/2025

  ***** off - we would like to make it clear we expressed our concern and wanted to make it clear we were there for help and guidance, which is also stated in our contract - 3 months after a pup goes home we are available for any and all questions.

  Unfortunately the items that he explained didn't come on time. I've never had a problem with items not coming on time and typically never order anything until a couple weeks In but was consistently sent an 'items delayed' response from the shipping company which i sent to this client. Apparently due to a snow storm in *****. I'm happy to attach or share that information from the shipping company.

  Nowhere in my contract does it state that there will be items sent home to continue training - I've attached a copy of our contract to confirm this.

  The client also stated that his dog was better behaved in some areas after she returned home then a week later stated she was worse behaved than before she came to me. I would like to make it clear this client was very happy on graduation day and how well behaved his pup was.

  I did extend my apology if I made it seem like I was blaming client for the issues they were having, it was only my intention to ask questions and get an idea of what was going on so I could further help.

  The training tools are specifically 'offered' to be sent home with clients - completely outside of our contract. Typically clients will pay for their training tools beforehand and in this case they were not. It came completely out of my own pocket. When he decided to get his own because mine was so delayed I refunded the cost of that in full.

  You should never have to rely on 'tools' to train dogs. There are many things in my training handbook that don't involve using 'tools' to continue training. I will also attach a copy of our handbook.

   

  It is stated in our contract we don't offer refunds for our Board & Train program. If I violated my contract in anyway I would 100% offer a refund but in this case, I did not. 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22943922
  
  I am rejecting this response because:
  Her response is unacceptable. She knew the two main issues I needed dealt with and I was made to believe they would be. Through a little research of my own it seems that excessive anxiety cannot be trained out of a dog I was made to believe that it could. She even kept her extra time because in her own words she was having trouble with the anxiety and her jumping. When I brought her to the kennel from the begining I was made to believe these issues would be addresed they were not. She told me in her own words that she forgot to order my go home supplies because she had alot of personal things going on and that's why I was not sent home with them. She can say whatever she wants but she did not hold up her end of the aggreement and we're the ones suffering not only because of the ammount of money we paid her but also because we're having to deal with these issues  ourselves.
  Sincerely,
  
  **** ********