Complaints

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• Initial Complaint

  Date:11/16/2023

  Type:Billing 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.

  Went for an evaluation for my dog ****; the trainer wanted my dog to take additional classes and didn't give me time to think about it and the used high pressure sales tactics to get me to pay for those classes; They then charged me for classes that I didnt wont and refuses to give me a refund; following several phone calls asking for a refund. They charged my credit card $773 for those classes.

  Business Response

  Date: 11/18/2023

  In response to the claims made against Blue Mountain K-9, many of the statements
  made by the complainant is inaccurate. The complainant came in to get her dog evaluated for
  training on 11/6/2023. She stated that the dog had an aggression issue with other dogs. I
  conducted an hour-long Evaluation / Training Consultation with the complainant and her dog.
  During that time, I advised her that I had 3 different options for training that would be suitable
  for her. I advised her she could do a Board and Train which was $300 per week and the
  program lasted 2-4 weeks, so between $600 and $1200, depending on what option she
  wanted. I also advised her that, given her dog, I believed that was the least suitable option for
  her. I gave her the other 2 options as a basic Training Course of private lessons and a
  Reactivity Course of private lessons.

  The complainant was advised that these would be a
  better fit for her. I advised her the basic course would help with the dogs overall behavior but
  would not specifically address the reactivity. I told her the reactivity course would address
  more specifically the reactivity but would not cover the same amount of obedience
  commands. The reactivity course is $700, and the basic course is $350. I told her that my
  next available classes started in January, and I showed her the 5 open spots I had left on the
  schedule. The complainant asked me which option I thought they should do, I advised her it
  really depended on what she wanted to get out of the classes, that either option would be
  beneficial for her. I put absolutely no pressure on her to make any choice in which program to
  choose. She originally opted for the Basic Course and then changed her mind and picked the
  Reactivity Course, stating that, the course was more along the lines of what she needed. I
  don't ask for or require anyone to make any decisions before they leave the appointment. I
  have many people that go home to evaluate the options before making a choice.
  The complainant was advised that if she wanted to get a spot on the schedule that I
  required prepayment. In the complaint she stated that she didn't want these classes and that
  we used “high pressure sales tactics” to get her to pay. There was no pressure for her to
  choose to take classes or what classes to take. She was offered options that were of a lower
  cost, and she chose to schedule the class that she did and was not pressured into making
  any decision. We service a large number of clients that come in for training and would be
  more than happy to ask them for statements as to how we operate any sales.
  

  The complainant also stated that she was refused a refund, and this is also inaccurate.
  The complainant was told that Blue Mountain K-9 has a strict no refund policy for training. We
  did offer her a 50% refund, against company policy, in an attempt to maintain good customer
  relations. Blue Mountain K-9 adopted a prepay/no refund policy on training booking after
  operating on a payment on the first class, policy. We experienced a higher number of
  cancellations in training, leaving training slots unbooked, and the slots were unable to be filled
  after the start date because the right number of classes were not available for potential
  clients. Our prior policy was financially unstable for the business and put the business and its
  employees at risk.
  

  The complainant's booked time slots will not be filled by another customer because the
  time slots were paid for by her and she is free to attend her scheduled appointments or we
  will still honor our original offer of a 50% refund, even though it is against company policy

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the 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.
  
  
  I was never told I could think over my options at all. I keep being asked "what do you want to do"? I had a dog thrown out with my dog with no collar or leash on. When I told the trainer she had a fear against dogs. I was never given any paperwork. I just completed a evaluation. I was never made aware of a no refund policy or had anything signed. 
  
  
  
  Regards,
  
  
  
  ******** *****