K9 Country Club

We are in agreement that the back and for this is not productiveOur responses have been truthful and forthcomingMrs [redacted] has an outstanding unpaid invoice that is due in full immediately Sincerely, KCountry Club

To Whom It May Concern,
*** *** (*** *** was not in attendance) brought her year old mini Aussie they had forapproximately weeks in for training for food aggression and barking at other dogs while on leashNickL*** evaluated the dog and discussed his concerns with ***At that
time Nick estimated 2-weeksfor board and train to effectively work on the issues at hand along with multiple one on one follow uptraining sessions so the owner would learn how to handle the dog once she is returned to her homeenvironment to solidify *** would not fall back into the same routine*** expressed that she didnot have the budget for 2-weeks of training but more like a weekNick explained that he would do thebest he could in the short amount of time they requested as behavior modification does not happen in ashort period of time and would require a huge commitment on her part to follow through with one onone sessions after the board and train program to continue to solidify the new desired behaviorOn4/25/Nick spoke to *** and provided an updateAt that time *** agreed to continue thetraining at $per day vs $for an additional daysOn 4/25/*** came to pick up her dogand at that time *** performed walking on a leash around other dogs without issues and did notshow signs of food aggressionNick offered to discount her rate for the last days from $to$to help with their budget as Mrs*** started crying because she did not have the money andbegged to allow her to make payments and assured us she would have it paid in full within the next 30daysNick allowed her to take the dog home with the agreement she would make payments on theremaining balance of $*** was pleased with the initial results of the training when she pickedup Bailey*** scheduled one follow up training session and never returnedThe follow up sessionsare specifically designed to train the owner how to handle the dogThis is a crucial part of the trainingIfthe owner's return to their same ways and do not have the knowledge of how to handle the dog the dogwill revert back to old habits especially when only days of training has occurredWe never heardfrom her after and she never made any paymentsAt no point in time did *** or her husband contactus with any issues they were having or concerns about *** behavior until after they received aninvoice requesting payment in full or their account would be sent to collections (dated 10/2/16}At thattime, *** *** sent an email on 10//stating they were unhappy and do not intend on payingtheir outstanding invoiceNick L*** called to discuss with Mr*** who ultimately started usingprofanity and hanging up in the middle of the conversation on NickThis is the first involvement with*** *** and the first communication from either one of them disclosing any sort of dissatisfaction.Please see the contract that *** *** signed:Assumption of risk number 7, and - which cover no guarantee, post training handling by the client,the responsibility of client properly handling the dog and to ensure they are educated
Payment 11a - $per day which we discounted days to $to work with them11e paymentdue immediately and we agreed to accept payments on the balance of $of which they made Opayments or contact to arrange for cooperation of making payments.11f - interest on past due training shall accrue at 10% per annum which we did not add to their bill on10/when we asked for payment in full by 11/15/to avoid being sent to collections
Release of claims 12b - client relinquishes any and all future claims For any actions of the dog duringand/or after training providedKCountry Club and Nick L*** followed through on their part of the contract entered however, Mr.and Mrs*** have not.Sincerely,
Rushell T***KCountry Club

Complaint: [redacted]I am rejecting this response because: The issue is unresolved.Sincerely,[redacted]

We are in agreement that the back and for this is not productive. Our responses have been truthful and forthcoming. Mrs. [redacted] has an outstanding unpaid invoice that is due in full immediately.
 
Sincerely,
 
K9 Country Club

Complaint: [redacted]I am rejecting this response because:
There are several inaccurate claims in the response from K9:
Nick claims that we were advised that the pet would require 2-3 weeks of board and train, but he actually stated that because of the breed (Australian Shepard) he felt strongly that the time needed for board and train was 4-5 days. He said he would call in a few days, which he did not. [redacted] called and left a message and when he finally called back he stated that he need more time to “drive home” the training.
Nick states that [redacted] started crying because we didn’t have the money to pay the bill. Not once was money a factor in our decision or was it ever discussed. This is not at all about money. It is about our refusal to pay the balance because the services that were promised were not delivered and the deception that was used to extend the stay. Our dissatisfaction was clearly communicated to the owner and rather than work with us he became aggressive with the dog and rude to us as a customer.
Our records show that we dropped the pet off for the evaluation on the 18th and on that date they kept her. She was picked up on 4.29, not 4.25 for a total of 12 days.
During the pick-up [redacted] was heard barking in the background. Nick was asked why she was barking and he said “she must have seen you or smelled you”. He then went to her and turned up a bark collar. [redacted] asked why [redacted] had a shock collar on and he said “that is the only way you will get her to stop barking”. Shock collars at no point in time were mentioned as a training aide and in fact Nick said he did not believe in them because they don’t teach anything but fear.
On the day of the pick-up, while checking out at the front desk [redacted] was not doing so great on a leash and was barking, so Nick strongly suggested we purchase one of his bark collars. This was added to the bill, along with the food and treats she consumed while in their care. After taking [redacted] home, we went for a walk. She pulled and barked at other dogs and people on the leash. Later [redacted] was fed and [redacted] got close to her food bowl and she growled and nipped at her. The next day [redacted] went to K9 and mentioned all of this to Nick. He said he didn’t know why she would do that. She also lunged and barked at people while in their business. Nick became irritated and walked over to [redacted] and took the leash from [redacted] and jerked her so hard she yelped.
Nick claims that “At no point in time did [redacted] or her husband contact us with any issues they were having or concerns about [redacted] behavior until after they received an invoice”. This is false in that our dissatisfaction was clearly communicated on the pick-up day and a few days thereafter in person.   
Nick L[redacted] did call [redacted] on 10/8 and at that time Nick was again told that we weren’t satisfied and did not intend to pay the balance. Nick began to criticize [redacted] and at that point [redacted] ended the conversation. It is a complete falsehood that profanity was used.
The response states that K9 followed thru on their side of the contract and we did not – this is the central argument. We feel they did not provide the services promised in the contract.
In summary, after the events in April, we felt that we had closure and moved on because we made it clear that we were not going to pay the balance because our dog still exhibited the traits that they were asked to address – even on the day of pick-up the dog should no significant change. We did not hear from K9, nor were we invoiced for nearly 6 months until an invoice arrived with a threat of collection. We are well aware of the onerous terms and conditions in the contract and regret signing a contract that is wholly favorable to the company. We believe that Nick L[redacted] used deception and bullying tactics to materially gain at the expense of his customer and made no attempt to remedy the situation.
Bottom line. We feel lied to, taken advantage of and overcharged. We did not pay the balance because we felt that they did not uphold their end of the contract. We let them have [redacted] for two weeks, to train and rehabilitate, but we basically got the same dog back.
Sincerely,[redacted]

Please be advised that I represent I-Guard International K9 Services, LLC and K9 Country Club(hereinafter "K9 Country Club") with regard to the above referenced complaint. Please direct any and allfurther communications to my attention. Please also consider this letter as K9 Country Club's response...

toMr. [redacted]' complaint filed on July 4, 2017.On June 30, 2017, Mr. [redacted] executed a Canine/Feline Board and Care Agreement (hereinafter"Agreement") with K9 Country Club in order to board his Golden Retriever with K9 Country Club for theweekend. The Agreement Mr. [redacted] signed contained an Addendum entitled Assumption of Risk,Release and Indemnification Agreement whereby Mr. [redacted] acknowledged and assumed any and allrisks associated with boarding his dog at K9 Country Club. Mr. [redacted] further agreed to release K9Country Ciub from any liability associated with or arising out of the Agreement. Mr. [redacted] furtheragreed to indemnify K9 Country Club from and against any and all actions, claims, or damages related tohis interactions with K9 County Club.Prior to boarding his dog with K9 Country Club, Mr. [redacted] did not identify any health issues orspecial needs for his dog which would require additional care or attention. On July 2, 2017, after Mr.[redacted] had picked up his dog from K9 Country Club, he called and spoke with the manager of K9Country Club regarding some unusual marks behind his dog's ears. The manager indicated that the markswere most likely the result of his dog playing with other dogs while at K9 Country Club and offered forMr. [redacted] to bring in his dog to K9 Country Club for an inspection by a kennel technician. Mr.[redacted] declined this offer.On July 3, 2017, Mr. [redacted] visited K9 Country Club and indicated that his dog had to go toemergency animal hospital the night before. Mr. [redacted] showed several pictures of his dog to themanager of K9 Country Club depicting injuries associated with matting and sunburn and indicated that hisdog sustained said injuries because K9 Country Club neglected his dog and failed to brush his dog afterthe dog had been playing in a pool. The manager of K9 Country Club attempted to explain to Mr.                                                                                                                                   [redacted] that matting of the kind exhibited in his dog does not usually happen in two days of boardingand was most likely present before Mr. [redacted] boarded his dog with K9 Country Club. The managerfurther explained to Mr. [redacted] that K9 Country Club was unaware of any matting issues with his dogas Mr. [redacted] never indicated to anyone at K9 Country Club that his dog required special attention orhad issues with matting. The manager further indicated that Mr. [redacted]' dog did not exhibit any signsof distress during its stay at K9 Country Club. As a gesture of goodwill, the manager offered Mr.[redacted] a $200.00 credit for future services at K9 Country Club, which Mr. [redacted] refused toaccept.After Mr. [redacted] met with the manager of K9 Country Club, Nikolay L[redacted], the owner of K9Country Club, spoke with Mr. [redacted] by telephone regarding his concerns. Mr. [redacted] indicatedto Mr. L[redacted] that he believed his dog had been neglected while at the K9 Country Club and that heintends to "blast" K9 Country Club on social media. In response, Mr. L[redacted] requested that Mr.[redacted] provide additional information in support of his allegations that his dog had sustained injureswhile at K9 Country Club. Mr. [redacted] assured Mr. L[redacted] that he would provide photographs andveterinary records in support of his allegation. However, he never provided any such photographs orveterinary records to Mr. L[redacted].On July 4, 2017, Mr. [redacted] published photographs on social media ("[redacted]") depicting injurieson his dog associated with matting and sun damage accompanied by a lengthy message containing falseand disparaging comments about K9 Country Club. Mr. [redacted]' [redacted] posting falsely claims thatK9 Country Club did not properly care for his dog thereby causing the injuries depicted in thephotographs. Mr. [redacted]' [redacted] post also urges others to refrain from using the services of K9Country Club and encourages others to share his [redacted] post. As of the date of this letter, Mr.[redacted]' [redacted] posting has been shared almost 5000 times. As you can imagine, Mr. [redacted]'actions have caused significant damage to K9 Country Club's business and reputation.On July 13, 2017, I sent a letter to Mr. [redacted] requesting he provide objective evidence in support hisallegations and the false and defamatory statements contained in his July 4, 2017 [redacted] posting. Todate Mr. [redacted] has failed to provide any evidence in support of his allegation to my office or to K9Country Club.As evidenced by the foregoing, Mr. [redacted]' allegations are completely unsupported. K9 Country Clubtreats all animals boarded in its facilities with utmost care and attention. The injuries sustained by Mr.[redacted]' dog were likely the result of long standing poor grooming practices and not the result of a twoday stay at K9 Country Club. Mr. [redacted]' complaint is further without merit as the Agreement Mr.[redacted] executed provided that Mr. [redacted] assumed all risks associated with boarding his dog atK9 Country Club.I hope this letter has fully responded to Mr. [redacted]' July 4, 2017 complaint. If you have anyadditional questions or concerns please do not hesitate to contact me.Very truly yours,[redacted]