ComplaintsforOff Leash K9 Training FW

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 17 February 2024, we spoke with Britany about training our dog. we understood training would be long term and would cost $2600.00, which we paid by credit card. Monday, 19 February, 2024 we were text a contract to sign. Upon reading said contract we found our $2600.00 only paid for 2 weeks of basic training. This was unacceptable, and when we tried to get our money back, they refused stating "No refund.". We have not signed ANY contracts, and as such the money should have been returned. We told ******* our dog already knew basic commands.We wanted service dog training.

  Business response

  02/22/2024

  The information you stated is not factual. We do not offer service dog training nor do we offer programs longer than 2-weeks. I think there was a communication issue which resulted in a misunderstanding. 
  
  
  
  February 17, you did an in-person evaluation with the trainer since you wanted to meet her first. At that time you told her you wanted to book and you decided to pay for services in full, even though we only require half down as a booking fee. You also agreed to drop your dog off on February 21st at 12:30p at our facility. 
  
  
  
  February 19, you called the office and asked to push the training because you wouldn't be able to get your dog into the vet until a few days after the set training date. I looked at your account and told you we have everything needed and a vet visit wasn't required. 
  
  
  
  You then proceeded to get upset because you said we had agreed to pick your dog up from your home, which is not the case. In your booking paperwork,  and confirmation from our scheduling system it shows our address where drop off would be, as well as you made the appointment with the trainer in person. You then said you would make the 12:30 work after I offered other time options. 
  
  
  
  February 21, You called in 3 hours before you set drop off time trying to cancel the training. You said we made the process frustrating, however, all we've done was work with you. You brought up a lot of things like how the trainer didn't work with your dog during the evaluation (which is not a training session), that we aren't going to pick up your dog, which two days before you said you would make the time work, and that you thought your dog was going to be a service dog, which is not a program we offer.
  
  
  
  We came to a resolution that we would change your drop off date to Saturday February 24th, so that your husband would be able to bring the dog since he will be off work that day. 
  
  
  
  Now, we are getting a complaint even though we had an agreement and you committed and paid in full for our board and train program. You have done nothing but attempt to create issues ever since the first time you called our company. 

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