Complaints

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• Initial Complaint

  Date:09/04/2022

  Type:Product Issues
  Status:

  UnansweredMore 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’m writing to express dissatisfaction with the board & train services provided for our two dogs by SpitzeK9 in July. The verbal contract we agreed to included a fee of $3,000 per dog ($6,000 total, paid in advance) in exchange for:
  
  • Spitze K9 safely boarding Oona and Scout from July 11 through July 25, during which time they would “receive the love and attention that they are accustomed to at home,” and
  • Training to respond effectively to the following commands: sit, down, recall, loose leash walking, off leash walking, inside, outside and crate. This includes “uninterrupted, consistent training in an immersive environment to firmly cement the things [we are teaching] into their brain.”
  
  Upon pickup, the dogs appeared very stressed, unwell – see attached - and not reliably trained. The commands sit and down were reasonably consistent (though both dogs already knew those commands), as was loose leash walking (ONLY if there are zero distractions). They are NOT trained/consistent on recall, loose leash walking with distractions, off-leash walking or other commands.
  
  Because the agreed-upon training deliverables were not sufficiently met, we’re requesting a refund of $2,940 ($1,470 per dog), which represents a percentage of the training costs, credited back to Tracy's credit card on file. Although we also have concerns about the boarding aspect of their board & train experience as outlined in the attached letter, we’re not disputing the boarding portion of the fee, estimated as approximately $1,800.
  
  Antonio (the owner) offered to continue training the dogs, but due to the issues outlined in the attachment and the many frustrating phone and text interactions that followed, we have no trust in Antonio or SpitzeK9 and request a partial refund so we can finish training through other means. (I uploaded some documentation and also have training videos provided by SpitzeK9 during back-and-forth after our Aug. 4 letter but files were too large to upload.)