K9JYM

This letter is in response to a complaint filed 6/18/14 with an ID # [redacted].While I appreciate the customer's not being happy with the events of the class she attended, I am surprised by this complaint.Her description of the events of the class are written without merit. She was treated with...

understanding, kindness, and in the spirit of cooperation. There is also a great misrepresentation of what transpired in my discussion that took place with the rescue organization the following day. They informed me they were satisfied with how I handled her, and they told her she would have to resolve this with me on her own, as they felt I acted properly on behalf of her with the dog, and she was choosing not to try. It is worth noting, that after the class, I knew she was not happy with suggestions I made for how she was handling her dog. We spent close to 30 minutes where I explained to her in great detail why I requested, repeatedly, to stop the things she was doing. I'm also noting to you, she had something to counter each point I tried to show her. It is hard to instruct if a student refuses to allow herself to be guided. And when she left me that morning, she made no further indication that she was still unhappy. I teach by having fun, showing respect, and finding ways to build a cooperative relationship. Additionally, I wrote her a note with supporting documentation from a well respected (non punishment) trainer, to again try and help her understand my position for requesting she try another technique. I also apologized that she didn't like me, but suggested anyway, for the sake of training, she give me another chance before I offered to move her to a class with a different instructor. She flatly refused, and started demanding she was entitled to a refund, on the grounds that she felt there was nothing to be gained. It was then I reminded her that she registered for the class knowing she would not be entitled to a refund, because it was not within the 15 days before the class started. Again, she countered she had no idea of the policy she agreed to.So while I appreciate trying to settle disputes with people in a reasonable fashion, this has already been handled by the K9JYM organization in a respectful and cooperative way. The best I was willing to do was give her a gift certificate (in the full amount of the class) even though she already attended one hour of class time.I am including more information about how our registration process works to illustrate the options this woman had before she ever even arrived at our facility. Our stated refund policy is easily Obtainable on our website for interested customers to familiarize themselves with the rules and policies of our organization.Once a potential customer decides to register for a class, the registration program itself will not complete the payment process until the customer checks a box agreeing to the terms and conditions. The policy is listed in the addendum.In conclusion, once the gift certificate was sent to her (which was before the complaint was filed, or at least before we received notice) we had done the very best, went over and above to positively reach resolution with her on several fronts. We are not really in a position to entertain anything furthermore.

Review: signed my rescue up for basic training. the woman who owns the facility, [redacted] was the instructor. She was very harsh with how she went about her instruction. She yelled at me several times about things that another trainer had advised me to do. The rescue called this woman to discuss and she told them that she would refund my money since it was not a good fit for myself or my new 90 pound dog who needs extensive training. When I reached out to her to tell her that I was unsatisfied with the class and it's not a good fit for me and my rescue, she told me she would not refund my money and my only option was to come in and speak with her directly about switching to another instructor at her facility and under her direction. All I want is a reimbursement of unused training sessions and to find an organization that is suitable to help me and my family get our rescue dog to a point where he is safe in our home, which requires professional help from someone who can help train me to train my dog. This organization has not been cooperative at all even in the class setting. Also, the owner told the rescue that we got our dog from that she would refund our money. So she told the organization that refers them business one thing and me another. Which the rescue has been informed of how she is treating this matter and will no longer be referring this facility to future adopters. IDesired Settlement: I want a refund of our unused training sessions! I do not want to work with another individual at this facility who would be under the direction of the owner. The owner sets the tone at a facility and I clearly did not have a good experience with her and therefore feel that her staff would be like minded.

Business

Response:

This letter is in response to a complaint filed 6/18/14 with an ID # [redacted].While I appreciate the customer's not being happy with the events of the class she attended, I am surprised by this complaint.Her description of the events of the class are written without merit. She was treated with understanding, kindness, and in the spirit of cooperation. There is also a great misrepresentation of what transpired in my discussion that took place with the rescue organization the following day. They informed me they were satisfied with how I handled her, and they told her she would have to resolve this with me on her own, as they felt I acted properly on behalf of her with the dog, and she was choosing not to try. It is worth noting, that after the class, I knew she was not happy with suggestions I made for how she was handling her dog. We spent close to 30 minutes where I explained to her in great detail why I requested, repeatedly, to stop the things she was doing. I'm also noting to you, she had something to counter each point I tried to show her. It is hard to instruct if a student refuses to allow herself to be guided. And when she left me that morning, she made no further indication that she was still unhappy. I teach by having fun, showing respect, and finding ways to build a cooperative relationship. Additionally, I wrote her a note with supporting documentation from a well respected (non punishment) trainer, to again try and help her understand my position for requesting she try another technique. I also apologized that she didn't like me, but suggested anyway, for the sake of training, she give me another chance before I offered to move her to a class with a different instructor. She flatly refused, and started demanding she was entitled to a refund, on the grounds that she felt there was nothing to be gained. It was then I reminded her that she registered for the class knowing she would not be entitled to a refund, because it was not within the 15 days before the class started. Again, she countered she had no idea of the policy she agreed to.So while I appreciate trying to settle disputes with people in a reasonable fashion, this has already been handled by the K9JYM organization in a respectful and cooperative way. The best I was willing to do was give her a gift certificate (in the full amount of the class) even though she already attended one hour of class time.I am including more information about how our registration process works to illustrate the options this woman had before she ever even arrived at our facility. Our stated refund policy is easily Obtainable on our website for interested customers to familiarize themselves with the rules and policies of our organization.Once a potential customer decides to register for a class, the registration program itself will not complete the payment process until the customer checks a box agreeing to the terms and conditions. The policy is listed in the addendum.In conclusion, once the gift certificate was sent to her (which was before the complaint was filed, or at least before we received notice) we had done the very best, went over and above to positively reach resolution with her on several fronts. We are not really in a position to entertain anything furthermore.