Lorenzo's Dog Training Team

Please see attached document labeled 'response'. I would also like to know how to post video for evidence, I had more photos/video to add but it wouldn't allow me to add all of it.Thank you.     Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Let’s get this insignificant part out of the way- When I meet the owner, I was not asked if he could take a picture. He and the trainer pulled out the phone and decided a picture was going to be taken. I even told them in my facebook message that I felt awkward during the time and didn't know how to say no because it was already happening. Their response is another example of them not addressing what I am actually saying in my reviews, I have been saying this whole time, I wanted at home training sessions with dogs/scenarios my dog has attacked previously. You can see with all the documented sessions, there was only focus on basic commands, not dog interactions that I voiced to them multiple times-which the trainer kept telling me to trust him and I mistakenly did. I did not cancel appointments, as I have stated in my reviews, they canceled the appointments on me, which you can also see listed on the contract vs the dates the appointments happened. Those dates were changed because of the trainer, not me. I had to take time off work to make it for the appointments they changed things to. I also have a phone record of the time of Alexander cancelling the first appointment shortly before it was supposed to happen. There was only one time that Anton and me didn't meet up for an appointment due to rain because he stated that the client he was going to have me be a distraction for canceled their appointment for that day due to the rain. Also, I did not have follow up session with Anton on that date, the third of August they are stating. Thank you for allowing an opportunity to show how the company does not keep track of their records properly. You can also notice how there was no opportunity for me to write anything for the sessions with Anton, I never received any form about the session(s)-neither in person or in email. Now let’s address the dates the company listed that are inaccurate. I had my evaluation on April 14. 2017, which is the same day the contract was sign with Sheridan. My dog was not picked up for training until April 28, 2017, which you can clearly see in the contract that information and the dates that the training sessions were originally set up for but were changed by Alexander-not me. I did met Anton on July 29, 2017 but I did not meet him on August 3rd. There was rain that day and both his other client and mine was rescheduled to August 9th. They are stating I was not there on August 19th for a group session, when I was there that day. August 19th was the last group training session I attended and Anton even mention bits of that session to Lorenzo during our meeting. Please get your information straight. As I have mentioned multiple previous times, my comments in my sessions with Alexander are in reference to the basic command information that was covered in that session. How are you supposed to critique something that we never went over? This was also my first time and did not know what was supposed to happened until Anton told me that other dogs should have been used during our first training session and was not. I would love to know what they stated I didn’t follow with their training method during the meet up with Lorenzo. I did everything they informed me to do, including that picture. Then again this company strives on saying they all say the same thing but I have been told different things from different people. I keep saying all this information and they keep overlooking it or acting like what I am saying is untrue. For example-I had a scenario in which my dog was in a down stay and a kid went up to my dog, my dog broke his down stay and ran over to me. I told Alexander of this scenario and that I didn't punish my dog for breaking the down stay, Alexander told me that was fine because sometimes that's the best you can hope for (my dog running to me vs attacking-which he’s never attacked a human), told Anton this scenario because Anton had me correct my dog from breaking his down stay in a similar situation and he stated that with the kid scenario I should have corrected my dog. Same scenario, two different ways I was told to handle it. As for me ‘bouncing off the walls’, real mature wording for a company, I know I had limited time to get months of issues and scenarios across to the owner, which didn't help that he admitted to only reading one of my reviews. Anton admitted to not even reading his review but then asked why he received a review--the reason was in the review Anton. And the same could be said about them, I asked the owner, Lorenzo, why my dog had both a prong collar and choke collar on and before he gave me the answer he decided to go on the following tangent: first off, owners will bring their dogs to the dog park, have their dog get attacked by another dog, in which it needs to go to the vet and will have tubes and such but will say ‘its ok, because its dogs being dogs’, but when a trainer puts just a nick on a dog's neck then its all about how wrong the trainer was. I have never heard of a single person not getting upset when another dog attacks their dog, this was an outlandish example Lorenzo tried using to convince me to agree with him. Lorenzo then tried getting me to agree that the training my dog received was worth what happened to his neck. I once again had to tell him that it was not just a nick and no, I would not have paid for this training knowing what I know now. (What I also did not appreciate is that Anton did not even know why my dog had both a prong collar and choke collar on, and was wanting an answer too-this is a trainer that has been doing this for years and did not know why the dog had both collars). I did not get proper information, my dog is at the same level in regards to his possession /territory as he was before I sent him to training. He actually back tracked a little because I never had an issue with my two dogs eating with each other, since I got him back, its been separate feeding areas. I have photo proof that my dog’s basic training was on track before I brought him to this company, all they did was speed up that portion. I specifically went to this company, as I said in my interview (which Lorenzo also stated he didn't know what was said during the interview-another sign of not getting information from the trainers I had worked with), because I got my dog from the point where he was wanting to go after every dog he met face to face to being almost none of the times, not 100% but close, and that I was having difficulties with smoothing out the last little bit of having my dog not attack with possessions/territory in the house (which was where every incident ever occurred). I informed them it was tough because my dog adjusts well to things (dogs) he has encountered before, as long as there isn't territory/possessions involved but its not always consistent. I have videos of my dog being fine with others with food and toys but there have been moments to where it was not fine and I needed help with that. The in house scenarios. I told them at the interview I had already removed toys/territory from the household that I was at due to him not being 100% and how difficult his training would be because its not always an issue. They told me at the interview that they could get my dog to where I wanted him, off leash in a free state with other dogs. That's the point, the company allows their trainers to say whatever they want to sell the product and then don't deliver. My dog got some basic commands, that’s it. Do not try saying that your company did anything else when I have videos of my dog doing more things than what your company is telling me is possible. 
Regards,
[redacted]

The following is a copy/paste by Revdex.com staff:September 19, 2017[redacted] Revdex.com 2800 Euclid Ave. 4th Fl. Cleveland OH 44115-2408 Hello [redacted], Provided you will find the following information about our position on case ID [redacted]. As to the complaint that our clients dog...

cannot be around other dog's is not true. Our founder and Master Trainer, Lorenzo M[redacted] personally cleared his schedule and flew from [redacted], [redacted] In [redacted] on Tuesday, September 5th, 2017, and met with the client and her dog. Lorenzo was also accompanied by our Senior Phoenix trainer, Anton Y[redacted]. While there Lorenzo had Anton brought along another dog to interact with the clients' dog. During this handling session Lorenzo did have clients dog off leash and around the other dog with no issues. The clients dog never paid attention to the other dog that was brought for the distraction. Lorenzo stated the clients dog handled beautifully for himself and for the client. During Lorenzo's visit he did have the opportunity to observe and watch the client do handling with her dog. In Lorenzo's observation, he noticed the client would not follow the instructions and was bouncing all over the place. Lorenzo did his best to work and instruct the client. Our training involves not only training the dogs but we also the need for the client to be compliant and follow the instructions given. At the end of Lorenzo's visit the client even agreed to have her photo taken with Lorenzo and her dog. Then after several hours later decided to reach the office via [redacted] to request the photo not be used. The training provided a has given our client the influence, as well as the gained attention and respect for her dog. Our trainers did what was promised and went above and beyond to help. Dexter is now trained with more control, can be off leash and has an established boundaries. In our original evaluation on April 4th, 2017, Dexter was Aggressive towards animals and people, aggressive with toys, unresponsive to verbal commands, biting, digging, anxiety and was attacked before by another dog. We always tell our clients we are working with the physiological mind set of dogs, and that not all expectations can be achieved. The program recommended was for: Basic Obedience Level 1 On and Off Leash training with 4 weeks of boarding. This program includes (5), 45-minute sessions. After the on-leash sessions are completed, this program reinforces learned behaviors while off- leash. The owner will be trained the dog effectively, on an everyday basis. It is essential for the owners to understand and practice. The owner must ensure proper leash handling, administer effective corrections, deliver properly timed positive praise, Gaining and keeping your dog's attention, and Consistent reinforcement of training techniques. Since we do not know what equipment is needed we start every client with a leash and collar. At this point no advanced equipment is recommended until we start to work with the dogs. If more advanced equipment is needed then it is recommended. If we have dogs who results are achieved with the leash and training collar, then no advanced equipment would be required. In this situation, our trainers were dealing with a biting aggressive 1-year old male Labrador retriever/ Dalmatian mix. The client began the training program on April 14th, 2017. It is required when training begins for our clients to place a down payment of half, which was done on May 11th, 2017. Session # 1 was completed, May 17th, 2017 Session #2 completed, May 26th, 2017 session #3 completed, June 1st, 2017 Session 4 was completed, and on June 9th, 2017 session #5 completed. At the end of each session a progress report is given to the client and the client is required to comment on their session and to sign. At none of the sessions did client notify that her expectations were not being made. All comments were good. Provided you will find the signed progress reports with signature. The final payment was made on May 25th, 2017 and before the finally payment was made on May 25th the client and her dog had in 4 weeks of boarding completed, and two completed sessions. If the client was dissatisfied with her service there was ample opportunity to dispute and contact our office. Furthermore additional session was provided outside of the client's program. An additional 3 sessions were conducted on, July 29th, August 3rd and August 12th were conducted with our senior trainer Anton Y[redacted] to work with the client and her dog. The client had also cancelled several of these scheduled sessions. A group training offered on August 19th for the client and her dog to interact with other clients and dogs with our senior trainer. Plenty of opportunity was offered for the client's dog to be exposed around other dogs and see his reactions in a controlled environment.Our office was officially notified on Sunday Aug. 27th, 2017, through our [redacted] page that the client was not satisfied with her program. The client also posted on a social a media site about her displeasure with service and that her dogs neck had a raw section, missing fur and scabbing. The client never contacted our office of this incident and never reached out to be heard before Sunday Aug. 27th 2017.Monday August 28th, 2017 Mark S[redacted] the Business Relations Director contacted the client trying to get a resolution to see if we could schedule further training and to address the raw neck marks, since this was the first notification of such incident. The client said that the trainer did let her know about Dexter's neck and that it was raw from the pinch collar. The trained recommended to apply Neosporin and recommended a cloth neck protector to be purchased to go over the pinch collar. Since the client's dog has a short fur coat, the repetition of the collar sliding up and down the neck caused the irritation and that is why the protector was recommended. As to the client stating her dog was still not listening to her commands and the trainer did not listen to her challenge's, it was recommended for our trainer to come and provide additional training at no cost. The client was not open to that idea, so the next step was to schedule a date and time for the client to speak with the Founder and Master Trainer, Lorenzo M[redacted]. Phone call was scheduled for Wed. August 30th, 2017 at 4 pm EST. Lorenzo listened to the client's challenges and agreed to personally fly out to Arizona and meet and handle the clients dog. As you can see our company and its trainers have gone above and beyond to help this client with her dog. Warmest regards, Mark S[redacted] Business Relations Director [redacted]

Hello Jennifer, Response to client in case ID 12380635 Out trainer met with the client on the following dates; Friday April 14'h, 2017 for a free in-home consolation was done. Training agreement and boarding signed for recommended program; Basic Obedience — Level 1 on / off leash with 4 weeks boarding. This combination program is designed to modify your dog's present behavior and teach your dog the following new techniques. • "Sit" and "sit -Stay" • "down" and Down-Stay" • Moving "Heel" and Heel Position •"Come" • Enter and exit doors on command • "Okay" (command to cease previous command; relax) The program includes five 45-minute personal sessions. After the On-Leash sessions are complete, this program reinforces learned behaviors while Off -Leash, teaching your dog greater communication skills and handler respect. The Owner(s) will also be trained to handle the dog effectively, on an everyday basis. In order for the dog to fully adopt new learned behaviors, it is essential for the owner to understand and practice the following techniques. • Proper leash handling • Administering effective, yet humane corrections • Delivering proper timed, positive praise • Gaining and keeping your dog's attention • Consistent reinforcement of training techniques *Please note: • This program's fee does not include any equipment or materials that may be required. • Owners will handle their dogs, under supervised instruction from a professional team trainer, unless otherwise stipulated • This proposal is valid for thirty days Client was fully informed of recommended program and what program covers and details. Client was present program to review before signing and agreeing to any terms and stipulation. Lorenzo's team has delivered what program details and can say 100 % that clients dog is trained. At any given time our trainers go into and handle the clients dog to demonstrated how well this dog is trained and listens to commands. Lorenzo's cannot be responsible if client is non-compliant, un-coachable, and not following the recommended handling suggestions. If client follow the recommend suggestions and handling of their dog the, training provided will meet client's requirements. The Following are the scheduled dates of evaluation conducted, boarding started and training session's done. Friday April 28th, 2017 to pick up dog for 4 weeks of boarding. You will note on the dog boarding agreement the date to begin was scheduled for 4/28/17 at 1 PM. This agreed boarding date was put into effect on April 14th, 2017 when paper work was signed. There was no change to this contract as you can clearly see. Start date was always for April 28th, 2017. Thursday May 11th, 2017 Drop of dog from boarding and session #1 In home. Signed progress report with client comment. Wednesday May 17th, 2017 Session #2 In home. Unsigned progress report but client did comment on session Friday May 26th, 2017 Session # 3 In home. Signed progress report with client signature. Wednesday May 31st, 2017 Session #4 in park rescheduled per trainer to Thursday June 1st 2017 Thursday June 1st, 2017 Session #4 In Park rescheduled from 5/31/17_ Signed progress report with client comment. Friday June 8th, 2017 Session # 4 in park. Session was done on June 8th but trainer did make a err and listed date of session for 6/9/17. Signed progress report with client comment Every progress report that the client is given the bottom portion has Lorenzo's Theory which states "Keep the leash on at all times when dog is free from kennel. Take your time with corrections., thumb through the loop, baseball grip, verbal "no" with corrections. Work the long down-stays in the same room you are in. Move dog with you from room to room. Address leash first, dog second. Call your dog's name first, give command second!' Nowhere in our training does it say we do not leave the dog off leash nor not give a correction if the dog does not follow what is commanded. The above scheduled training dates were provided and complete. Our trainer asked client when she would be available for further additional follow up session outside of the program after completion of program. Client responded that she did not know when due to moving. Trainer left voicemail after texting back and forth and client would not give a definitive date to meet. Trainer contacted senior trainer asking for guidance since client would not schedule. At this time the senior trainer took it from there to contact the client and schedule dates. The following are additional scheduled training dates outside of the client's program of five sessions. All offered additional session were of no charge. Thursday July 27th, 2017 — Location 3801 W. Cactus Rd. Phoenix, AZ 85029 Saturday July 29th, 2017 — Location 3502 E. Cactus Rd, Phoenix, AZ 85032 Thursday August 3rd, 2017 — Location 3502 E. Cactus Rd, Phoenix, AZ 85032 -Cancelled due to rain Wednesday August 9'", 20-17- Location 3502 E. Cactus Rd, Phoenix, AZ 85032 Saturday August 12th, 21)17 group class. - Location 3502 E. Cactus Rd, Phoenix, AZ 85032 -Client did not attend Saturday August 19th, 2017 - Location 3502 E. Cactus Rd, Phoenix, AZ 85032 The above follow up dates were outside of the client's program and no progress reports would have been kept or required since the program was completed. As a courtesy our trainers will offer follow up session for additional training to make sure all is going well. It clearly states in the program and the agreement how many sessions are offered for client programs. As to the statement "bouncing off the wails" that was never said and is inaccurate. From my previous letter to the Revdex.com It was stated in Lorenzo's observation "The client was bouncing all over the place" This is regards to how the client was handling the dog and not using the system provided and recommended. As to Lorenzo stating that owners will bring their dogs to the dog park, have their dog get attacked by another dog, in which it needs to go to the vet and will have tubes and such but will say it's ok because its dogs being dogs, but when a trainer puts just a nick on a dog's neck then it's all about how wrong the trainer was. Lorenzo was making a comparison as to how some owners will justify when their dogs get into fights with other dogs and then end up with major injures, surgery's and massive vet bills that most will overlook that situation and justify. But if a trainer is trying to help and keep a dog from being put down and a nick or raw area appears on the neck this situation is worse than the other situation. Of course, when our trainer does observe an injury on a dog it is brought to the client's attention which we did and a neck protector was recommend. In this case the clients dog is a short-coated dog which the fur is close to the body. You can clearly see how close the fur is to the dog body from the video provided by the client. The clients dog is part Dalmatian and this particular dog is one of the top 15 short coated dogs on https://www.care.com. Labrador hair is usually short and straight. This is found in the description of a Labrador Retriever from Wikipedia as well as stated as short and dense according to the book: DOG The Complete Guide by Sarah Whitehead page 185 under Labrador Retriever appearance. Provided you will find all documentation that includes Dog Training Evaluation, Professional Dog Training Agreement, Dog Boarding Agreement, Receipts, Dog Training Progress Reports, and all scheduled appointment in google calendar. In no way was the client not aware of the training they signed up for and be receiving. I have provided all documentation to back these claims. Our company confidently claims the clients dog is trained and can prove by handling the dog in each situation the client states. The client never from the start of the training of training, try to contact the corporate office with complaint. We are talking from April 14th 2017 to when a negative social media review was posted on August, 27th 2017. That is the first time we have learned of the client's dissatisfaction of the training. No phone call, email, letter or request of refund was ever attempted. Our company was unfairly given a negative post from the client before even seeing if we could help the client, or try to make an offer of help. Mark S[redacted] Business Relations Director [redacted]