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:10/12/2023

  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.

  SIGNED DOG UP FOR BOARD AND TRAIN, TRAINER WAS NEVER ON PREMISE, STAFF WAS RUDE AND UNINVITING. ARTICLE LOST AND NEVER RETURNED. *** WAS NOT TRAINED, TRAINER SAID SHE WAS UNABLE TO TRAIN BUT WAS HAPPY SHE WAS ABLE TO GET HIM TO GIVE PAW (WHICH HE ALREADY KNEW BEFORE GOING THERE) TRAINER STATES SHE REQUIRES AN HOUR OF TIME AT PICK UP TO GO OVER ANY THING FROM TRAINING AND TO ANSWER ANY QUESTIONS. TRAINER WAS NOT THERE AT PICK UP AND WHEN I QUESTIONED, STAFF SEEMED TO NOT KNOW WHAT I WAS TALKING ABOUT. WAS TOLD TRAINER WOULD CALL, NEVER CALLED! BUSINESS OFFERED A REFUND OF ONE HOUR DUE TO TRAINER NOT BEING THERE TO TALK. MY DOG WAS NOT TRAINED AT ALL, FEEL AS IF TRAINER DID NOT TRY TO TRAIN HIM AS HE HAS BEEN TRAINED ON SIT, DOWN, STAY, HEEL, LOOSE LEAD TRAINING, OFF, WAIT IN MERELY 6 WEEKS OF 1 HOUR TRAINING SINCE WE LEFT THIS FACILITY AND IS CURRENTLY WORKING TOWARDS HIS GOOD CITIZEN CERTIFICATE!! OWNER HAS NOT CONTACTED ME TO FIND OUT MY CONCERNS OR TO OFFER RESOLUTION OUTSIDE OF 1 HR REFUND, WHICH I AM NOT SURE WAS EVEN THE ****** SIMPLY WANT THE MONEY I PAID (DOG WOULD NOT HAVE BEEN BOARDED IF IT WERENT FOR TRAINING) SINCE I HAVE HAD TO INVEST THAT MONEY INTO OTHER TRAINING.

  Business Response

  Date: 10/13/2023

  Case # ********

  Animal Friends Pampered Paws ***** and Train package ($750.00) which includes your pet staying in our lodging facility and receiving training during their stay. Training includes the skills the owner requests to work on such as obedience/behavior raining or brushing up on old skills. ************************************************ boarded her ********) on 7/10/23-7/14/23 and requested 5 days of training (1 hour/daily) beginning on Monday, 7/10/23.  ***************************** dropped her dog off and was quiet when staff greeted her.
  Our trainer began working with Jax on Monday, 7/10/23 @ 10:00am on basic leash manners. *** was apprehensive and shy which required training on building his confidence by approaching unfamiliar objects which he slowly got used to and did better towards the end of the training period. The trainer also took him on short car rides, however, was scared to get out of the car off-site. The trainer then worked on basic obedience skills such as sit,down, stay, and come. *** took additional time to train due to his lack of confidence, however made progress.

  Our trainer had an initial conversation with **************************** over the phone and followed up mid-week to explain what training she had completed and asked ***************************** if she wanted *** to have any additional training to work on and discussed scheduling her one on one session.***************************** was vague in her response and spent little time on the phone and no date or time was scheduled for her one-on-one session. Following the call, I contacted ***************************** to discuss her concern and informed her the trainer offered to come to her home to have a one-on-one session, however ********************** appeared upset and yelled she was not interested.
  Animal Friends Pampered Paws provided a ******* of ***** & Train per owners request. Our trainer provided the ******* to her ********, and we had spoken to ***************************** to address her concerns and offered special accommodations such as having the trainer come to Leesburg where ***************************** resides or works, to meet with her. However, **************************** appeared irritated and began yelling over the phone, allowing us not to come to a conclusion or resolution to address her concerns. We offered ***************************** a partial refund for the one-one-one session in which she declined.

  Our customer ******* portal (*****) was contacted as ***************************** disputed her charge with her credit card and was issued a refund on 7/5/23 for $375.00 and on 7/14/23 for $393.75, totaling $768.75, as she had included a tip for $18.75 when she picked Jax up.
  ***************************** has posted negative comments on social media, responding to a ************** for Western Prince ******* County stating our business and trainer was a joke, and stating other negative comments that were not respectful or honest which we believe was an effort to hurt our business. We were able to flag the comment and reported it to ******** as hate messages and 4 days later have received notice that she contacted the BBB.
  While we understand that ***************************** may have been dissatisfied with the ******* we provided, we attempted to communicate and accommodate her dissatisfaction by offering various resolutions which she declined and refused. ***************************** received a ******* of board and train and our trainer did the best to her ability to train Jax, however it is also important for owners to acknowledge that patience is an important factor when training and that all dogs do not learn at the same pace and time. We apologize that this has caused ***************************** to be upset and frustrated with our business and *******.
  Attached in our response is our correspondence between us and ***************************** which originated by ******** messenger (it is unclear as to why ***************************** chose to communicate this way), however the documentation includes our conversation, with the exception of the phone calls.
  We also have attached a copy of our Run Cards; we use for pets that board at our facility and each day the trainer trained Jax. 

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  How about we just straight up lie? You have never once picked up a phone and reached out to discuss the matter with me outside of offering a deduction of an hour of service! We have ONLY communicated via messenger because you never answer the phone or return calls. Unfortunately the board does not allow me to post ALL of the conversations from initially calling you out for not returning the message I left.  Furthermore, Id like a written statement from your liar of a trainer, I have a lengthy conversation with her at which time she said again she wanted to meet for an hour at pickup and I told her we had it scheduled to pick up at 6pm, which was made at time of booking. So who didnt schedule a time?? 
  sadly; if you wouldve been an owner that cares about your reputation, you wouldve picked up the phone and spoken to me about me concerns. Your staff is horrible; Im sorry when I walk in and introduce myself; the response I receive is WHAT? By a girl that has a look of disgust on her face; Im not going to be the most friendliest after that. 
  and as far as bad mouthing sorry; I dont want others to waste their money with a company that is nothing short of a money grab and has zero business working with animals. 
  and as far as the trainer calling mid week; I was appalled that she thought it was acceptable to take my dog off premises without permission, I never authorized that and was speechless of how she could think it was acceptable to put my dog in a car and take him places. So lets replay the lies again..

  1. You say youve called me and I yelled at you never received a call from anyone but your trainer! 
  2. you state youve offered for the trainer to come to my home in Leesburg (I live in *********** but youd know that if you actually offered and had a conversation ), in writing all youve offered is an hour refund for me to waste my time and energy to come back for what was supposed to have been done at pickup! 

  3. Per hour trainer my dog would not get in the car with her, you say she took my dog off premises- so who is telling the truth because if thats the case, we have a bigger issue.  
  

  its pretty simple to make me and this go away, I originally asked for just the money for the training but am ok pursuing this further and would like confirmation as to whether or not my dog left the premises of your business! 
  

  
  Regards,
  
  ********************************************